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Frost & Sullivan Recognizes Teleperformance Colombia For Leveraging Human Resources To Stand Out In The Colombian Contact Center Outsourcing Market

MOUNTAIN VIEW, Calif., Feb. 18, 2013 /PRNewswire/ -- Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan recognizes Teleperformance Colombia with the 2013 Colombia Frost & Sullivan Award for Market Share Leadership. Teleperformance rose to the top of the ladder in 2012 by capturing 13.1 percent of the Colombian contact center outsourcing market. The company had outstanding revenue growth of 20.5 percent, partially due to the opening of a new operation center with 400 workstations (Conecta II).

"Teleperformance is one of the largest outsourcing companies in the world, with operations in 49 countries, services in 66 languages, and a 135,000-strong workforce," said Frost & Sullivan Research Analyst, Martin Ramirez. "This global footprint allows the Colombian Teleperformance team to leverage best practices from its global centers and apply them to its own processes."

Teleperformance has proven to be a reliable partner, providing high-value contact-center services. In Colombia, Teleperformance has utilized its branding to distinguish itself from other multinational and local competitors.

Teleperformance Colombia has set itself apart through its new initiative to conduct all projects through a universal methodology shaped by four main characteristics: Attitude, Talent, Accountability, and Commitment (ATAC). The ATAC project encourages all leaders to be responsible for their key performance indicators (KPIs) and, ultimately, build a team that takes ownership of its projects.

Leaders at all levels are required to create and analyze their own reports generated by a single tool, the Teleperformance Report, which consistently measures all operations with equivalent metrics. Finally, a reward program based on the agent metrics in the reports determines fair compensation.

As part of ongoing efforts to improve performance and quality, the company also launched the Teleperformance Operational Processes & Standards (TOPS) initiative, which enables leaders to coach and provide feedback to their teams 80 percent of the work time.

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