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Based on its recent analysis of the North American contact center market, Frost & Sullivan has recognized Teleperfomance (TP) with the North America Competitive Strategy Innovation Leadership Award in BPO Outsourcing.
“This Award acknowledges Teleperformance’s 40 years of experience and leadership in the BPO market. Teleperformance Group has grown its operations to more than 331,000 employees in 80 countries serving 175 markets; managing client programs in more than 265 languages,” said Principal Analyst Michael DeSalles. “Particularly notable during this pandemic period, is TP’s rapid deployment of an enhanced and expanded Work-at-Home Agent (WAHA) workforce- from 10,000 to over 160,000 employees in shorter than 4 months.”
Strategy Execution
It quickly became apparent that COVID -19 represented a greater health threat than originally anticipated. Therefore, dramatic emphasis needed to be placed on BPOs moving expeditiously toward a WAHA model.
Teleperformance has:
• Proven experience in implementing a work-at-home model and expanded at a rapid pace;
• Successfully managed a team of thousands of remote interaction experts that connect and assist customers daily across all geographies;
• Deployed best-in-class operational and security processes, ensuring consistent results from on-site and remote interaction experts;
• Adapted training and coaching processes, specifically designed to engage a remote workforce;
• Deployed several specific technical solutions that commits the same levels of control and security for remote and on-site interaction experts.
“Teleperformance’s focus is on service, innovation, technology, tools, C-Sat/NPS, employee satisfaction (eSat), culture change and revenue growth opportunities,” noted DeSalles. “Teleperformance has made great strides in delivering on its mantra, ‘Every interaction matters.’ The company has distinguished itself as an innovator in customer service delivery, global contact center practices and outstanding financial performance.”
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.
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, collaborates with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today’s market participants. For more than 50 years, Frost & Sullivan has been developing growth strategies for the global 1000, emerging businesses, the public sector, and the investment community. Contact us: Start the discussion.
About TELEPERFORMANCE GROUP
Teleperformance (TEP ISIN: FR0000051807 Reuters: TEPRF.PA Bloomberg: TEP FP), a leading global group in digitally integrated business services, serves as a strategic partner to the world’s largest companies in many industries. It offers a One Office support services model combining three wide, high-value solution families: customer experience management, back-office services and business process knowledge services. These end-to-end digital solutions guarantee successful customer interaction and optimized business processes, anchored in a unique, comprehensive high tech, high touch approach. The Group’s 331,000 employees, based in 80 countries, support billions of connections every year in over 265 languages and 170 markets, in a shared commitment to excellence as part of the “Simpler, Faster, Safer” process. This mission is supported by the use of reliable, flexible, intelligent technological solutions and compliance with the industry’s highest security and quality standards, based on Corporate Social Responsibility excellence. In 2019, Teleperformance reported consolidated revenue of €5,355 million (US$ 6 billion, based on €1 = $1.12) and net profit of €400 million.
Teleperformance shares are traded on the Euronext Paris market, Compartment A, and are eligible for the deferred settlement service. They are included in the following indices: CAC 40, CAC Support Services, STOXX 600, S&P Europe 350 and MSCI Global Standard. In the area of corporate social responsibility, Teleperformance shares have been included in the Euronext Vigeo Eurozone 120 index since 2015, the FTSE4Good index since 2018 and also the Ethibel Sustainability Excellence Europe index (confirmed in 2019).
Contacts
FINANCIAL ANALYSTS AND INVESTORS
Investor relations and financial
communication department
TELEPERFORMANCE
T: +33(0)1 53 83 59 15 - E: investor[.]teleperformance.com.
PRESS RELATIONS Europe
Laurent Poinsot Karine Allouis
IMAGE7
T: +33(0)1 53 70 74 70 - E: teleperformance[.]image7.fr.
PRESS RELATIONS Americas and Asia-Pacific
Mark Pfeiffer, TELEPERFORMANCE
T: +1 801-257-5811 - E:mark.pfeiffer[.]teleperformance.com.
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