Teleperformance's Pioneering VBC Service Enhances Customer Value for Clients

Frost & Sullivan
2012-12-04 21:15 2603

The company provides clients and prospects with real-time virtual tours of multiple sites

MOUNTAIN VIEW, Calif., Dec. 4, 2012 /PRNewswire/ -- Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan recognizes Teleperformance with the 2012 North American Frost & Sullivan Customer Value Enhancement Award. The Teleperformance Group operates 250 contact centers in 49 countries. This includes 98,000 computerized workstations with more than 130,000 employees. The company manages customer interactions in more than 66 languages and dialects on behalf of over 700 major international clients.

Teleperformance has added a new dimension of innovation, quality and customer value enhancement to its hefty portfolio of services, with the construction and deployment its groundbreaking Virtual Briefing Center (VBC). The primary driver for the VBC project was to meet the multiple challenges imposed on clients with corporate travel restrictions.  

Located in a secure facility in a major U.S. city, the VBC provides clients with access to a number of Teleperformance delivery centers. "While competitors with similar global footprints also recognize the reluctance of prospective clients to travel to certain regions, none offer the high-quality live online video conference experience provided by Teleperformance's VBC," noted Frost & Sullivan Principal Analyst, Michael DeSalles. "At best, other service providers may provide a glimpse into their near-shore/off-shore facilities via YouTube videos or short clips."

The VBC ensures transparency and an extensive ability to monitor site operations in real-time, communicate with local supervisors, and listen to live customer calls.  Prospective customers can conduct a 'virtual visit' of several sites without having to incur expensive travel costs.

Based on this stellar achievement, Frost & Sullivan is pleased to present the 2012 Customer Value Enhancement Award in the North American contact center outsourcing market to Teleperformance. Each year, Frost & Sullivan presents this award 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. The award recognizes the company's inordinate 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 in order to identify best practices in the industry.

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Mireya Espinoza
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Source: Frost & Sullivan
Keywords: Telecommunications