Teleperformance Applauded by Frost & Sullivan for Enhancing Customer Care with a Strong Balance of Automation, Technology, and Empathy and with Its Leading Position
Teleperformance shapes industry trends with a deep-rooted history of purpose-fit innovation that has impacted its role in the market, as seen by its incredible growth in Peru, doubling its YoY revenue from 2019 to 2022.
SAN ANTONIO, June 8, 2023 /PRNewswire/ — Recently, Frost & Sullivan researched the customer experience (CX) outsourcing services industry and, based on its analysis results, recognizes Teleperformance with the 2023 Peru Company of the Year Award. The company leads in omnichannel CX, offering a comprehensive digital business services portfolio that leverages its patented technology and dynamic workforce to engage with clients. The company differentiates as the largest service provider in the Latin American (LATAM) CX outsourcing services market, where it became the revenue leader in 2020. With its best practices, proprietary solutions, growth performance, ongoing innovation, and sustained leadership, Teleperformance is set apart from competitors.
Teleperformance’s vision centers on enhancing the employee experience through technology and solutions, “delivering an outstanding CX at every opportunity.” The company connects deep-seated domain and operational knowledge with advanced digital business services to deliver best-in-class CX outsourcing services. Leveraging a land-and-expand approach, Teleperformance capitalized on the Peruvian CX outsourcing market’s nascence by establishing Teleperformance Peru (TP Peru) in 2017. While many companies have tried to develop the Peruvian nearshore market for years, only TP Peru has significantly succeeded, making it a pioneer in the space. Teleperformance helps customers achieve top performance and operational efficiency.
According to Samantha Fisher, Best Practices Research Analyst at Frost & Sullivan, “Teleperformance pioneered the industry’s first multilingual hub that accommodates employees of various nationalities. Agents work from a single location while serving clients across various regions, enabling the company to maintain intimate client relationships.”
With its visionary approach and commitment to sustainable practices, Teleperformance is well positioned as a market leader. Since its inception, Teleperformance has maintained a sterling reputation and customer-centric framework, leading to its coveted preferred partner status. The organization continues to excel and maintain its reputation as a preferred partner by delivering technology and human empathy through artificial intelligence, natural language processing, automation, voice assistants, chatbots, and self-service. Additionally, the company has deployed over 100 proprietary CX solutions and over 8,000 chatbots, a significant increase and demonstration of Teleperformance’s robust digital services. The company leverages its talent to support development in Peru, while its portfolio, advanced technology, and comprehensive services well position it as the frontrunner in the CX outsourcing services market.
“Teleperformance is a pioneer in the highly competitive CX outsourcing services market through its consistent innovation, revolutionary strategies, and market impact. Teleperformance stands apart as a strong leader and best-in-class employer that prioritizes employee well-being across the entire organization,” added Sebastian Menutti, Industry Principal at Frost & Sullivan. With its strong overall performance, Teleperformance earns the 2023 Frost & Sullivan Peru Company of the Year Award in the CX outsourcing services industry.
Each year, Frost & Sullivan presents a Company of the Year award to the organization that demonstrates excellence in terms of growth strategy and implementation in its field. The award recognizes a high degree of innovation with products and technologies and the resulting leadership in terms of customer value and market penetration.
Frost & Sullivan Best Practices Awards recognize companies in various regional and global markets for demonstrating outstanding achievement and superior performance in leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analyses, and extensive secondary research to identify best practices in the industry.
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Contact:
Tammy Chan
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About Teleperformance Group
Teleperformance (TEP – ISIN: FR0000051807 – Reuters: TEPRF.PA – Bloomberg: TEP FP), is a global leader in digital business services, blending the best of advanced technology with human empathy to deliver enhanced customer care that is simpler, faster and safer for the world’s biggest brands and their customers. The Group’s comprehensive, AI-powered service portfolio ranges from front-office customer care to back-office functions, including Trust and Safety services that help defend both online users and brand reputation. It also offers a range of specialized services such as collections, interpreting and localization, visa and consular services, and recruitment process outsourcing services. With more than 410,000 inspired and passionate people speaking more than 300 languages, the Group’s global scale and local presence allows it to be a force of good in supporting communities, clients, and the environment. In 2022, Teleperformance reported consolidated revenue of €8,154 million (US$8.6 billion, based on €1 = $1.05) and net profit of €645 million. Visit the Group at www.teleperformance.com.
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, STOXX 600, S&P Europe 350, MSCI Global Standard and Euronext Tech Leaders. In the area of corporate social responsibility, Teleperformance shares are included in the CAC 40 ESG since September 2022, the Euronext Vigeo Euro 120 index since 2015, the EURO STOXX 50 ESG index since 2020, the MSCI Europe ESG Leaders index since 2019, the FTSE4Good index since 2018 and the S&P Global 1200 ESG index since 2017.
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