Teleperformance Applauded by Frost & Sullivan for its Strong Growth, Vison and Operational Practices in the Latin American Nearshore Customer Experience Outsourcing Market
Based on its recent analysis of the Latin American nearshore customer experience outsourcing services market, Frost & Sullivan recognizes Teleperformance (TP) with the 2021 Latin American Company of the Year Award. TP has thrived in the midst of a pandemic by leveraging its robust work-at-home agent (WAHA) program, strong recruiting practices, proprietary technological tools, operational best practices, and futuristic vision. It has developed numerous long-term relationships with US customers, functioning as their digital business transformation partner and supporting them in their customer experience initiatives.
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“TP´s regional leadership was among the first to recognize the potential of born-digital companies and create structures, processes, and dedicated teams to win these clients and be a part of their growth,” said Sebastian Menutti, Industry Principal. “TP´s performance is not only driven by winning new customers, but by growing with existing ones. It has positioned itself for sustained growth by partnering with born-digital companies in the fields of fintech, delivery, transportation, and travel and hospitality.”
With 16.7 percent in 2019, TP holds the highest market share in the CALA nearshore market segment and outpaced the overall market growth. This success is the result of having the most diversified geographical footprint in CALA, with operations in Argentina, Brazil, Chile, Colombia, Costa Rica, Dominican Republic, El Salvador, Guatemala, Guyana, Honduras, Jamaica, Mexico, Nicaragua, Peru. TP has also consolidated long-term partnerships with some of the most renowned Fortune 200 brands in the United States, helping it develop a solid growth path in Mexico, Colombia, Central America, and the Caribbean.
Furthermore, TP leverages subject matter experts to support its commercial efforts by developing tailor-made solutions. It has evolved from merely providing a service to becoming a specialized partner offering consultancy and technology adoption services. As a result, its nearshoring revenues grew by 40.8 percent during the last three years, surpassing its overall revenue growth rate in Latin America during the same period. It also leveraged its robust pre-COVID-19 WAHA capabilities (processes, technologies, people) to seamlessly transition to a remote working model, ensuring no major disruptions in its service.
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“As a company specialized in developing efficient processes, TP leverages its expertise to help customers create or reform internal workflows,” noted Menutti. “Similarly, due to a lack of formal processes, some start-ups have significant security gaps. TP plays a fundamental role in assisting such companies by running risk assessment analysis and then developing and implementing the necessary processes and technology to secure their operations end-to-end.”
Each year, Frost & Sullivan presents a Company of the Year award to the organization that demonstrates excellence in terms of growth strategy and implementation in its field. The award recognizes a high degree of innovation with products and technologies, and the resulting leadership in terms of customer value and market penetration.
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.
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