Frost & Sullivan Applauds Teleperformance's Ability to Serve a Multichannel Contact Centre Outsourcing Market across the Complex European Region

Teleperformance's multilingual hubs enable clients to access diverse European markets

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Mar 30, 2015, 03:00 ET

LONDON, March 30, 2015 /PRNewswire/ -- Based on its recent analysis of Europe's contact centre outsourcing market, Frost & Sullivan recognises Teleperformance with the 2015 Frost & Sullivan Award for Competitive Strategy Innovation and Leadership in Europe.

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Teleperformance once again enjoyed a record year in 2014, declaring consolidated revenues of €2.758 billion, at a year-on-year increase of +9.9 percent at constant exchange rates. On a reported basis, its growth was +13.3 percent.

When it comes to Europe specifically, the Group's strategy is centred on its multilingual hubs in Maastricht, Lisbon, Athens, Istanbul, and Cairo, and balances short-term performance needs with long-term aspirations and vision. Greece and Turkey have both benefited from the strategy, while Germany, Italy, and the Netherlands also have experienced growth of late. From a regional perspective, those achievements are setting a strong foundation for the future. Indeed, as the cornerstone of the Group's growth strategy in Europe, multilingual hubs enable client companies to cover all European markets from a small number of centers.

"Teleperformance has unique competitive advantages, including its leadership, size and scale, financial strength, and adept negotiation of the international playing field," said Frost & Sullivan Global Director Stephen Loynd. "One of the Group's strategic goals in CEMEA is to grow organically by not only interacting with brands in their preferred channels, but in their preferred locations as well."

Meanwhile, Teleperformance is adopting best-in-class processes to support the efficient and consistent implementation of its business strategy in Europe. In November, 2014, it announced it was changing from a French public limited company (Société Anonyme, SA) to a European company (Societas Europaea, SE). This international status, recognized by French and European law, is being adopted by companies in Europe and more accurately reflects Teleperformance's European and international scope and nature.

Teleperformance was born in France decades ago, and today the Group has over 36,000 employees and 131 contact centers in 35 countries across CEMEA. Clearly, the region is critical to the spirit of the Group, and to its overall success. And like other consumer markets across the globe, things are changing in Europe. "Consider that the market for Customer Engagement inhabits a landscape across which today's tech savvy consumer flits at a particularly high rate of speed, utilizing a variety of communication channels with which to express his or her opinions (ie, Twitter, Facebook, Instant Message, chat, email, phone, etc.)," added Loynd. "In June, 2013, Teleperformance therefore opened a Customer Experience Lab at its multilingual Euro hub in Lisbon, which helps clients build their brands by better understanding the evolving satisfaction drivers and customer preferences across both current and emerging channels."

In other words, Teleperformance is focusing on a multichannel world, and Frost & Sullivan is impressed that the company has put considerable resources into understanding today's ever-evolving multichannel reality. Teleperformance has earned an impressive 34 awards from Frost & Sullivan over the last eight years, in every major region of the world, and under numerous categories. It achieved this milestone due to a combination of its global footprint, comprehensive solutions portfolio, strategic growth initiatives, excellent financial management, a unique security practice, customer service leadership, and global best practices.

Each year, Frost & Sullivan presents this award to the company that has leveraged competitive intelligence to successfully execute a competitive strategy that results in stronger market share, competitive brand positioning and customer satisfaction.

Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.

About Teleperformance

Teleperformance, the worldwide leader in outsourced multichannel customer experience management, serves companies around the world with customer care, technical support, customer acquisition and debt collection programs. In 2014, it reported consolidated revenue of €2,758 million ($3,665 million, based on €1 = $1.33).

The Group operates around 135,000 computerized workstations, with more than 182,000 employees across around 270 contact centers in 62 countries and serving more than 160 markets. It manages programs in 75 languages and dialects on behalf of major international companies operating in a wide variety of industries.

Teleperformance shares are traded on the Euronext Paris market, Compartment A, and are eligible for the deferred settlement service. They are included in the following indices: STOXX 600, SBF 120, Next 150, CAC Mid 60 and CAC Support Services.

Symbol: RCF - ISIN: FR0000051807 - Reuters: ROCH.PA - Bloomberg: RCF FP

For more information: www.teleperformance.com

CONTACTS

PRESS RELATIONS
MARK PFEIFFER
Tel: + 1 801-257-5811
[email protected]

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QUY NGUYEN-NGOC
Tel: +33 1 53 83 59 87
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SOURCE Frost & Sullivan