The 2011 Service Leaders
Teleperformance repeats its 2009 feat as the winner of the outsourcing category. The company is the only one to score 4.0 or better in the three main criteria-one of which is an impressive 4.5 for company direction. During the past 12 months, Teleperformance has had a steady eye on innovation and growth. In May 2010, Teleperformance announced a partnership with RightNow Technologies to provide a Contact Center on Demand hosted contact center offering.
In addition, the outsourcer has expanded its reach by acquiring or building contact centers in Brazil, Turkey, the Philippines, and Costa Rica. Teleperformance has a "fairly obvious and strategic vision, good in terms of reacting to new market realities. It did well in the recession and didn't slow down innovation, which is very important," Ryan says.
Another analyst adds, "Teleperformance has a good reputation for quality. They do things right in the traditional sense."