Teleperformance Commended by Frost & Sullivan
Based on its recent analysis of the Latin American contact center outsourcing services market, Frost & Sullivan recognizes Teleperformance with the 2014 Latin America Frost & Sullivan nearshore Company of the Year Award. By leveraging its unparalleled nearshoring expertise acquired through more than 70 million hours of service to United States (US) clients for over a decade, adopting a multichannel strategy, and maintaining a robust technology portfolio, the company has stayed on a promising path of growth, leadership and innovation.
"Teleperformance's nearshore team that is composed of educated, ethical, service-oriented, bicultural and bilingual agents, who have a strong affinity towards North American values, products and service expectations, has been crucial to keeping its clients satisfied," said Frost & Sullivan Industry Manager, Juan Gonzalez. "Also important has been the nearshore team's geographical proximity, as this has enabled clients to share similar time zones with their service provider's internal employees and management as well as lessened traveling time in case they need to visit the nearshore site."
As Teleperformance's nearshore team can deliver cost savings of 25 to 40 percent for services such as customer care and technical support, North American clients have found further reason to avail the company's offerings. The company has also managed to lure clients due to its ability to manage peak-call arrival patterns and intra-week and intra-day volume fluctuations through its flexible part-time schedules for team members.
To ensure service excellence at all times, Teleperformance has implemented a daily performance management process called Teleperformance Operational Processes & Standards (TOPS), which has been designed based on global best practices. With the aid of TOPS, the company's front-line management has been able to spend more time on giving feedback and coaching agents to improve performance and quality.
Another tool the company has used to boost service delivery is the Baseline Enterprise Standards of Teleperformance, a manual of standards that has helped bring global consistency to human resource management and other practices as well as encouraged the proactive management of new and existing programs.
Overall, the success of Teleperformance's business strategy is highly correlated with the satisfaction of its employees. As a result, the company has a sound people strategy based largely on its conviction that ‘Happy employees make happy customers, which makes happy clients, and happy shareholders'.
"Ultimately, Teleperformance's mission is to deliver an outstanding customer experience at every level of operation in accordance with its values of integrity, respect, professionalism, innovation and commitment," noted Juan Gonzalez. "Also, the company looks to serve the community through its corporate social responsibility programs such as Citizen of the World, which provides funding for the construction of shelters for abandoned babies in developing countries, medical supply, food, among other areas."
Having amassed considerable brand equity due to these initiatives, it is hardly surprising that Teleperformance earned consolidated revenues of €2,433 million in 2013 and registered an organic growth rate of 9.1 percent in the first quarter of 2014. The company's financial performance was particularly remarkable in the United States, China, Colombia, Mexico and Portugal. Encouraged by these figures, the company has set high financial targets such as a 5 to 10 percent increase in revenue.
Each year, Frost & Sullivan presents this award to the company that demonstrates excellence in growth, innovation, and leadership. This kind of excellence typically translates into superior performance in three key areas: demand generation, brand development, and competitive positioning. These areas serve as the foundation of a company's future success and prepare it to deliver on the two criteria that define the Company of the Year Award (Visionary Innovation & Performance and Customer Impact).
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.