Contact Center Solutions Featured Article

Teleperformance Experiences Contact Center Success in Philippines

January 22, 2008

Teleperformance (News - Alert) has announced today that its recent mega-contact center in EDSA, which opened in October 2007, is already operating at full capacity. The company also announced that its fifth call center in the Philippines will open South of Metro-Manila in Sucat next month.

This new facility will open with a capacity of 1,000 additional workstations. Teleperformance noted that the addition of the Sucat operation in February, 2008, means that the company will be operating 6,500 workstations in the Philippines.

The company also acknowledged that due to a very positive business growth, it plans to open a sixth contact center in September, 2008. This planned center will have a capacity of 1,300 workstations and will be located in a yet-to-be disclosed Metro-Manila location.

With Teleperformance’s expansion plans, before the end of 2008, the company will operate 8,000 workstations and employ an estimated 12,000 people in the Philippines servicing the U.S. market. This represents one of the largest, most dynamic and most dramatic growth success in the contact center outsourcing industry to have ever occurred in the country.

Brent Welch, CEO of Teleperformance USA, commented in a Monday statement: "We have been fortunate to see both an expansion of existing U.S. client programs and the addition of several new client programs to be fulfilled in the Philippines.”
 
“In fact, our continued growth in the Philippines is directly based on the quality and performance of our great, talented, and loyal workforce. I'd like to take this opportunity to congratulate and also thank all of our people here for continuing to do an outstanding job on behalf of our clients," Welch added.

Dominic Dato, CEO of Teleperformance USA Group added in Monday’s statement: "Just a few months ago, we launched our fourth state-of-the art contact center in the Philippines. Expansion in the Philippines has been, is and will continue to be at the very heart of our growth strategy.”
 
“When you think about it, the pace of our growth and client demand for our services here continues to be incredible. We've been in the Philippines for well over a decade and we are completely committed to expanding our presence even further in the years to come," Dato continued.

David Rizzo, Managing Director of Teleperformance Philippines added in Monday’s statement: "The exponential growth of Teleperformance's Philippines operation is not only a true representation of our commitment to ensuring our employee's satisfaction and development, but our pledge to our customers in delivering a world-class customer service experience."

The contact center industry in the Philippines has proven to be a strong growth area, providing a viable opportunity for offshore companies to establish outsourced operations.
These latest successes and planned contact centers for Teleperformance are proof of the company’s dynamic approach to customer service. The demand for its solutions continues to grow, creating expanding opportunities throughout the region.
 
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers whitepapers, case studies and other documents which are free to registered users.
 
 
Today’s featured white paper is Achieving a Successful IP Telephony Transition, brought to you by Communicado (News - Alert).

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