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

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