Frost and Sullivan Award Highlights Teleperformance’s Superior Customer Initiatives

Innovation through people, processes, products, and technology enhance customer value

Based on its recent analysis of the contact centre outsourcing market, Frost & Sullivan recognises Teleperformance with the 2012 EMEA Customer Value Enhancement Award.

“Teleperformance has developed innovative tools, processes, and products that enable it to provide more customised, secure, and effective solutions to clients,” noted Sathya Subramanian, Senior Research Analyst.  “An unswerving focus on high quality customer care services, backed by technology expertise, places the company at the top of service providers in EMEA.”

Julia Gibbs of TP UK

Among Teleperformance’s unique offerings include the Contact Centre Management System (CCMS), a proprietary contact centre specific Enterprise Resource Planning (ERP) tool designed to handle ‘cradle-to-grave’ operations in an employee’s lifecycle.

Other value-enhancing tools include Teleperformance Operational Process and Standards (TOPS) that manages all internal operations in a uniform manner. It provides better quality control as well as a reference framework for all operations, while serving as a ‘daily performance monitor for agents’.

The Frost & Sullivan Customer Value Enhancement Award is presented each year to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers with a focus on improving the return on the investment that customers make in its services or products. This Award recognises the company’s focus on enhancing the value that its customers receive, beyond just good customer service, leading to improved customer retention and ultimately customer base expansion.

Frost & Sullivan Best Practices awards recognise 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.

“More than most providers today, Teleperformance offers a combination of well knit on-shore (including home agent), off-shore, near-shore, and automated solutions across over two dozen countries throughout EMEA,” concluded Sathya Subramanian.

The Frost & Sullivan Customer Value Enhancement Award is presented each year to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers with a focus on improving the return on the investment that customers make in its services or products. This Award recognises the company’s focus on enhancing the value that its customers receive, beyond just good customer service, leading to improved customer retention and ultimately customer base expansion.

Frost & Sullivan Best Practices awards recognise 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.

Entrust

 

Photo by Piero Fissore licensed under Creative Commons

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