Based on its recent analysis of the contact center outsourcing services market, Frost & Sullivan recognizes Teleperformance Argentina with the 2011 Latin America Frost & Sullivan Award for Customer Value Enhancement. The company has established an internal capacitation program called "Jump!", to train employees at all levels to become future campaign leaders. This initiative aims to create a company with motivated workers who believe in the company and want to help its growth, departments that adhere to best practices efforts, and managers with critical information regarding customers. All of these endeavors are concentrated on enriching customer experience and winning customer loyalty.
Jump!, consists of four stages, with each stage having its own measurement metrics. The first two stages are procedural, wherein candidates show interest in their career path and willingly sign up. The third is the learning stage, which involves managerial courses on the company's best practices program. The last stage involves putting candidates’ newly acquired knowledge to practice by assigning them a small team under the supervision of managers.
From the company’s perspective, this whole process allows them to measure its employees based on the program metrics and thus, allocate resources efficiently when there is a need to expand operations and open up managerial positions.
In addition to worker training programs, Teleperformance Argentina has systems in place to make processes more efficient. Its two core processes, Teleperformance operational processes and standards (TOPS) and baseline enterprise standards of Teleperformance (BEST), not only have proven to boost efficiency, but also thoroughly monitor employee performance
"TOPS deals with performance monitoring of agents on a daily basis to provide management as well as clients with insightful feedback that empowers them to make key decisions," said Frost & Sullivan Research Manager, Juan González . "On the other hand, BEST is a practice that is dedicated to assuring consistency of processes across the entire company, making sure all departments are involved in every operation, interconnected with each other, to fully employ best practices."
Teleperformance Argentina also has a process in place named "Top Call Drivers," which extracts key information from a customer's point of view by collecting and analyzing data relevant to their calls. The data extracted includes the time and day of the call and more importantly, checks if the problem was resolved during this initial contact. It then integrates this information with the internal information captured by TOPS to determine the calls that are critical, so the manager can allocate agents that are more suited to those types of calls.
Using the Top Call Drivers tool, agents are specialized in specific areas of customer service and are assigned to certain types of calls, which ultimately enhances efficiency. This process is shared with every department in the company so that the best practice is implemented at all possible levels for achieving consolidated overall growth.
Apart from improved client interactions, Teleperformance Argentina also pays close attention to customer concerns about sharing sensitive information across interaction channels. To assuage customers' fears, Teleperformance Argentina has a team dedicated to information security, management of all issues related to the topic, and transaction confidentiality. This team comprises more than 30 professionals, of which the majority has globally recognized certifications.
The company itself has adhered to industry standards and has acquired company-wide security certifications such as ISO 27001 ROC and Safe Harbor. It is the first contact center in Argentina certified in Payment Card Industry Data Security Standard (PCIDSS), which is an industry standard that helps organizations that process, store and transmit credit/debit card information to avoid credit card payment fraud.
"The certifications, along with the use of innovative solutions such as anti-fraud and risk administration technologies, allows Teleperformance Argentina to secure more clients by assuring them confidentiality and protection of sensitive information," said Juan Gonzalez
"This is Teleperformance's 11th Frost & Sullivan Award they have received in the past three years and this represents an industry record," said Frost & Sullivan's VP Global Director of Best Practices Jeff Frigstad.
Each year, Frost & Sullivan presents this award to the company that demonstrates excellence in implementing strategies that proactively create value for its customers by focusing on improving the return on the investment. This award lauds the company's focus on enhancing the value that its customers receive, beyond simply good customer service, leading to improved customer retention and ultimately, customer base expansion.
Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.
Teleperformance (teleperformance.com), the worldwide leading provider of outstanding customer experience at every single opportunity, has been serving companies around the world, providing superior results in managing their customer care, technical support and debt collection operations. In 2010, the Teleperformance Group achieved €2.058 billion revenues (US$2.738 billion - average exchange rate at December 31, 2010: €1 = US$1.35).
The Group operates about 83,000 computerized workstations, with more than 128,000 employees across 263 contact centers in 49 countries and conducts programs in more than 66 different languages and dialects on behalf of major international companies operating in various industries.
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Frost & Sullivan (frost.com), the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best-practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages 50 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 40 offices on six continents.