Contact Center Solutions Featured Article

Teleperformance Wins Frost & Sullivan Award for Product Leadership in Chile

February 18, 2015

Frost & Sullivan recently awarded Teleperformance its 2014 award for Product Leadership in Chile on the strength of its multichannel CRM solution it developed specifically for a major banking institution BBVA Chile.


Teleperformance’s website claims that it is the global leader in multichannel customer experience with 135,000 workstations in 270 contact centers in 62 countries. The Paris-based company helps customers seeking to outsource their customer service operations and works with many large industries like insurance, pharmaceuticals, retail, government, manufacturing, healthcare and energy.

BBVA is an international financial institution based in Bilbao, Spain. It has branches in Europe, North and South America (including Chile), Europe, and the APAC region. The company is an ardent supporter of North American sports as a sponsor of the NBA and a former sponsor of the Birmingham Bowl. It is also the title sponsor of BBVA Compass Stadium in Houston, Tex., home of the Houston Dynamo soccer team.

The comprehensive solution Teleperformance developed for BBVA Chile was a combination of its TP Client software, which was customized for the bank, along with 200 CSRs. These agents helped with customer retention and loyalty programs in addition to the bank-specific service for individual and business accounts. Several communication channels, including voice, social media, email, chat and text were also supported.

The likely reason Teleperformance earned the award from Frost & Sullivan appears to be based on how it exceeded several performance indicators in the areas of:

  • Interactions per hour
  • Faster case registration time
  • First response time
  • More general areas like productivity and quality.

In some cases, Teleperformance did so well, that it became necessary to revise originally agreed-upon performance indicators in the service level agreements between the two companies to ensure that Teleperformance agents would continue to push themselves.

Many of the small percentage of large companies that have grown well beyond the billion dollar level find that it makes little sense to perform certain tasks in-house, so they outsource them. A company like Boeing, famous for the military and commercial planes it built in the past, outsources much of its manufacturing. The industry becomes so specialized that a plane builder must change to a plane designer and let someone else do some of the building to remain competitive.

In a similar way, Teleperformance has customer service and telemarketing down to a science which is why large enterprise are turning to it and other outsourcers for their contact center solutions.




Edited by Peter Bernstein



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