Everest Group Recognizes Teleperformance as an Overall Global Leader in Contact Center Outsourcing

Categories: AnnouncementsBusiness UpdatesPolicy News and Updates

Date Posted: 01 Jul 2016

Teleperformance, the worldwide leader in outsourced omnichannel customer experience management, today announced that its strong scores have positioned it as an overall global Leader on the new Everest Group PEAK Matrix™ for Contact Center Outsourcing (CCO). This marks the fourth consecutive year that Teleperformance has been recognized as a Leader and placed among the top group of CCO providers by this distinguished consulting and research firm. It also indicates Teleperformance continues to serve as the undisputed global benchmark for the industry.

The matrix (below) shows Teleperformance achieved the highest positioning of all companies evaluated, on both delivery capability and market success, the two axes of the PEAK Matrix for CCO. Teleperformance dominates the CCO market as the only service provider that is noted as a top player across six key industries and all major geographies. It was also the only company in the entire study to receive the highest scores possible in both buyer satisfaction and delivery footprint.


PR Everest June 2016 EV-2


“Teleperformance has consistently positioned its business as a top leading CCO service provider in countries around the world and in many key vertical industries,” said Katrina Menzigian, Vice President, Research, Everest Group. “In this digital economy, clients of CCO service providers expect exceptional customer experience that differentiates them in the market. Teleperformance continues to evolve to meet these demands and to distinguish itself as a preferred business partner for its clients and as an industry leader.”

“We are very proud and humbled by this exceptional acknowledgement of our global differentiators. This comprehensive analysis by Everest Group independently quantifies Teleperformance’s results and what it really means to provide consistently outstanding service and value for clients,” said Paulo César Salles Vasques, Worldwide Chief Executive Officer, Teleperformance Group. “As the global leader in our market, Teleperformance has an ongoing responsibility to set a high bar for our entire industry through investments in our people strategy, analytics, innovation, security and omnichannel capabilities. This translates into sustained success for our clients, our people and all of our stakeholders.”

Daniel Julien, Worldwide Chairman of the Board of Teleperformance added: “We have worked very hard for many years to deliver seamless performance across the more than 160 world markets we serve for the best global brands in the world and the public sector. I am particularly gratified to see we were the only company to receive the highest score possible in both our unique global delivery footprint and buyer satisfaction in the study. This unbiased assessment indicates we are providing worldwide solutions and results consistency clients expect, need and deserve.” An extract from the 2016 Everest Group Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2016 can be found, HERE.

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