Frost & Sullivan Lauds Teleperformance for its Product Innovation and Visionary Market Positioning with the E-Performance Solution for Social Media

Informations

• Publié par: frost-sullivan
• Nombre de lectures: 10
• Langue: English

Extrait

Frost & Sullivan Lauds Teleperformance for its

Product Innovation and Visionary Market

Positioning with the E-Performance Solution

for Social Media

PR Newswire

MOUNTAIN VIEW, California, June 4, 2012

- Teleperformance is now able to sustain the customer care of its clients at

every channel to create insights that will generate real value

MOUNTAIN VIEW, California

,

June 4, 2012

/PRNewswire/ -- Based on its recent

analysis of the contact center outsourcing market, Frost & Sullivan recognizes

Teleperformance with the 2012 Latin American Frost & Sullivan Competitive

Strategy Leadership Award for offering a unique solution that will help the

company address one of the most recent and significant challenges it currently

faces—how to address customer care through social media.

Teleperformance is constantly monitoring its market environment and always

strives to offer innovative solutions for clients. In this sense, e-Performance, its

new solution for social media, adds an extra communication channel to the

company platform.

"e-Performance is a pioneer, and thus far, a unique solution in the contact

center environment to address social media customer care," says Frost &

Sullivan Industry Manager Juan Manuel Gonzalez. "With e-Performance,

Teleperformance now has a complete client support platform, unifying speech

and giving full support to voice and non-voice channels to generate insights for

their clients, helping them with decisions about products, services, and

processes."

e-Performance has three stages. The first, buzz monitoring, monitors social

media opinions, impressions, and feelings regarding a specific topic, company

or product. The second, insights, goes deeper than buzz monitoring and

crosschecks information with other channels to help companies develop a

strategy and action plan. Finally, engagement, which offers key areas of

interaction in social media, like managing Facebook and/or Twitter pages and

interacting with posts identified in different social media networks.

In order to execute the competitive strategy of its new solution,

Teleperformance focuses on a value positioning of e-Performance instead of

using a price-based approach. This allows the company to show its clients how

they can become more efficient and competitive with the newest solution.

In this sense, Teleperformance hopes to reinforce its position as a value

partner to companies that can leverage customer insights. Teleperformance

believes that the business model that its competitors are using will not be

sustainable and is positioning itself to gain market share in the long term.

As such, Teleperformance focuses on strong service-level agreements (SLAs),

instead of costs. e-Performance is being offered as a modular solution, through

which clients can choose what part they want/need (buzz monitoring, insights,

engagement) in accordance with their strategy. Clients have the option to fully

outsource social media care to Teleperformance, or they can only hire part of