Europe is characterized by its varied demographics, market sizes, and culture. As competition heightens in this diversity-rich region, transforming customer experience (CX) solutions at the core has become a priority for outsourcing providers.

Changing expectations among customers in Europe continue to drive CX service providers to leverage the latest technologies, such as analytics and AI. Technology has, of course, proven to be an ally — as evidenced by the strong adoption of machine learning and self-service applications. More service providers are employing automation to expedite processes for faster call resolution, which leads to higher customer satisfaction.

A Constant Leader in Elevating CX

With over forty years of experience, Teleperformance recognizes the value of digital transformation in redefining the customer journey. Our high-tech, high-touch approach blends our employees’ skills and best practices using analytics, AI, and automation to consistently drive innovation.

Frost & Sullivan, a research and consulting firm focusing on a future shaped by growth, recently recognized Teleperformance’s consistent leadership in the European region. Teleperformance showed strong leadership in key areas that elevated CX in the outsourcing services industry. We are honored to be the recipient of Frost & Sullivan’s 2022 European Customer Experience Outsourcing Services Market Leadership award.

 
In its assessment, Frost & Sullivan commended Teleperformance’s growth strategy excellence; commitment to innovation by leveraging Cloud technology to enhance CX; best-in-class cybersecurity strategy leadership; and Teleperformance’s Technology, Analytics, and Process Excellence (TAP™) – our transformation methodology that utilizes analytics and digital integration that blends the most advanced technology with Lean Six Sigma.

In addition, the recognition placed the spotlight on Teleperformance’s comprehensive cybersecurity program. It highlighted our ability to find the right balance between technology innovation and human touch. Our close collaborations with clients help them map digital transformation journeys and streamline their internal processes to gain efficiencies, achieve growth, and reduce costs.

Teleperformance’s commitment to security never wavers. Our Global Security Operation Center implements a rigorous, holistic methodology to compliance and privacy. This is a response to the region’s data privacy regulations requiring service providers to consistently enhance their security policies to protect clients and their customers. As a result, we are the first company in the industry to receive Binding Corporate Rules (BCRs) approval, a critical data protection compliance status in the European Union.

Frost & Sullivan also focused on Teleperformance’s commitment to the safety and well-being of its employees, recognizing Teleperformance Cloud Campus as a clear differentiator in the market. By strengthening its work-at-home model, 250,000 employees are now working from home while ensuring exceptional and efficient customer experience.

We would like to thank Frost & Sullivan for honoring us with another milestone! Congratulations to our Teleperformance teams. May this recognition inspire us even more as we look forward to building simpler, faster, and safer interactions!