Contact Center Solutions Featured Article

Teleperformance Wows Frost & Sullivan, Sweeps Awards

January 04, 2011

Based on its “thorough analysis of the challenges, drivers, and trends in the contact center outsourcing market,” Frost & Sullivan (News - Alert) officials say, the company has presented Teleperformance (News - Alert) with multiple leadership awards for customer service, market share and competitive strategy innovation.

"Frost & Sullivan's Awards are not easy to garner," says Jeff Frigstad, global director for Best Practices. "For a single company like Teleperformance to be recognized multiple times within a single year from all around the world represents an industry first,” he added.

Customer care outsourcing is a subset within the broader business process outsourcing industry. Enterprises contract outsourcing service providers to manage inbound and outbound customer interactions for customer care, sales and marketing, technical support and help desk inquiries.

As Frigstad says, the recovering economy “poses a significant challenge, with the vast majority of outsourcers reporting a general reduction in inbound call volumes from their key clients. This forces down revenues and puts considerable pressure on margins and profits.”

In late 2010 TMC (News - Alert) had the news that Teleperformance announced the launch of Teleperformance Desktop 3.5, the newest version of the core application framework for many of Teleperformance's suite of communication tools, and the power behind Teleperformance's HomeBase (Work-at-Home-Agent) and Contact Center on Demand (CCoD).

Teleperformance Desktop supplies a targeted communication system consisting of both client and server applications which, company officials said at the time, when combined with business workflow processes, create a secure contact center messaging tool that increases customer satisfaction.

The latest version provides enhanced stability to the core parts of Desktop, increasing contact center effectiveness and productivity, company officials said: “Most significant is the security enhancements for the work-at-home environment. Using proprietary technology, Teleperformance Desktop 3.5 provides continuous video feeds of agent workstations. Built-in cameras pan, tilt and zoom to continually verify work and agent identity.”


David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Juliana Kenny

Article comments powered by Disqus

Related Contact Center Solutions Articles

What it Takes to Deliver a Superior Customer Experience

For enterprises large and small around the world for the past several years "Improving the Customer Experience" has become a C-level priority. Some might even say customer experience (CX) has become a preoccupation. The challenge for everyone who is a stakeholder in developing ways to improve CX is in divining the answer to a straightforward but devilish question, "What does it take to deliver a superior customer experience?" [ Read More ]
09/02/2014

Big Data: Changing the Recruitment Process

Big data is having an impact on every aspect of business today, and recruitment is no exception. Many HR managers are increasingly turning to big data to find the right people for the right position. This idea of using big data for recruitment is called people analytics, and has been adopted extensively by many companies, especially those in the call center industry. In fact, call centers have been one of the biggest beneficiaries of people analytics because of its high attrition rates and the d… [ Read More ]
09/02/2014

Mobile UC Benefits From 'Interactive Virtual Queuing' For Efficient Customer Care

A recent study commissioned by Nuance of 1,000 American consumers, confirmed the changing needs and concerns for customer service brought about by smartphones and online self-service applications for information and simple business transactions ("mobile apps"). Eighty-two percent of consumers only contact customer service when they can't resolve their needs online by themselves. [ Read More ]
09/02/2014

How to be the 'Squeaky Wheel' of Customer Service

Sometimes getting customer service can be tougher than anyone might expect. It's easy to think that, particularly these days, businesses will go to just about any lengths to get and keep customers, but when it comes to customer service, that's not always the case. However, there are ways that customers can, at least somewhat, force the issue, and get great customer service out of a company, even when it would seemingly rather not provide that service. Squeaky wheels, after all, get the grease, a… [ Read More ]
09/02/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!