Teleperformance in Mexico is well positioned to drive the CX
outsourcing services space into its next growth phase, capturing
market share and sustaining leadership in the coming years.
SAN
ANTONIO, May 6, 2024 /PRNewswire/ -- Frost
& Sullivan recently researched the customer experience (CX)
outsourcing services industry and, based on its analysis results,
recognizes Teleperformance in Mexico with the 2024 Mexican Company of the
Year Award. The company is a leader in the US nearshore, Mexican,
and LATAM CX outsourcing services market and a part of the global
Teleperformance Group. Teleperformance in Mexico provides services to more than 30
countries and serves over 80 clients across several verticals,
including retail; telecommunications (telecom); and banking,
financial services, and insurance (BFSI); among others. While many
competitors struggle to serve US-based customers from Mexico, Teleperformance in Mexico maintains a strong foothold while
providing best-in-class service.
Capitalizing on Teleperformance's commitment to innovation,
Teleperformance in Mexico elevates
customer interactions and satisfaction by leveraging advanced
technologies such as artificial intelligence and machine learning.
The company leads the nearshore market with revenues generated and
maintains a substantial lead, solidifying its presence in the
Mexican market. The people-centric arm of the company has over
21,000 employees, 14 contact centers, and a strong commitment to
delivering value-added customer services through unique
interactions. The company has expanded its operations from its
first business offices in Monterrey to Guadalajara, Mexico City, Chihuahua,
Puebla, Pachuca, and Durango, establishing itself as a
significant participant in the LATAM CX outsourcing services
market.
Sebastian Menutti, Industry Principal at Frost & Sullivan,
observed, "Based on proprietary and third-party digital solutions,
Teleperformance's Cloud Campus platform connects remote employees
regardless of location, aligning well with work-from-home
modalities and overcoming geographical barriers. Furthermore, in
Mexico, Teleperformance has
recently integrated MXtended into its Cloud Campus solution. This
integration aims to provide formal job opportunities to residents
of over 170 communities in the country, particularly targeting
areas with elevated unemployment rates".
Teleperformance's operations in Mexico align with the Teleperformance Group's
vision by creating opportunities and value for employees, clients,
consumers, communities, and shareholders, with the stated purpose
of delivering an outstanding CX every time. The company connects
deep-seated domain and operational knowledge with advanced
technology, leveraging Teleperformance's Cloud Campus platform and
Cloud Campus Hubs to enhance its CX performance. The platform
globally supports about 40% of Teleperformance's workforce working
from home, serving more than 170 countries in over 300 languages
and dialects. With a legacy of market leadership, Teleperformance
in Mexico offers a compelling
value proposition that underpins its sustained success.
"Teleperformance in Mexico
addresses unmet market needs with a strong leadership focus that
incorporates customer-centric strategies and exemplifies best
practice implementation. Its high-tech, high-touch approach unifies
the company's best practices powered by analytics, automation, and
platform expertise," added Samantha
Fisher, Best Practices Research Analyst at Frost &
Sullivan.
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 various regional and global markets for demonstrating
outstanding achievement and superior performance in leadership,
technological innovation, customer service, and strategic product
development. Industry analysts compare market participants and
measure performance through in-depth interviews, analyses, and
extensive secondary research to identify best practices in the
industry.
About Frost & Sullivan
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& Sullivan has been world-renowned for its role in helping
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changes and identify disruptive technologies, Mega Trends, new
business models, and companies to action, resulting in a continuous
flow of growth opportunities to drive future success. Contact us:
Start the discussion.
Contact:
Ashley Weinkauf
P: 210-844-2505
E:ashley.weinkauf@frost.com
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SOURCE Frost & Sullivan