Teleperformance Launches New Platinum Service

According to Datamonitor's Peter Ryan, "Teleperformance is raising the bar in terms of quality contact center service provision." He adds, "By formalizing a superior standard service, Teleperformance will have once again proven themselves to be ahead of the curve in the outsourced contact center marketplace."

"Meeting expectations is no longer a competitive differentiator, especially with regard to more complex issues. Currently, a company seeking first place should think ahead and create new experiences and possibilities for its customers," asserted Daniel Julien, Teleperformance's Chairman of the Supervisory Board and founder. "We firmly believe that certain requirements between corporations and civil society will necessitate a high level of preparation and customization, and Teleperformance Platinum is already prepared to add more value to our stakeholders' operations. This proposition brings a new life to the once insipid contact center market," he explained.

Teleperformance Platinum combines state-of-the-art technology and infrastructure with highly trained and passionate agents, who are immersed in the culture of the companies they represent. Platinum agents are relentlessly committed to exceeding customer service expectations on every call, email and chat conversation. A company's environment is reproduced at agent workstations to accommodate a broad range of complex customer demands, such as a sophisticated tech support issue. These highly trained and passionate agents leverage a unique set of tools to drive better first call resolution and, therefore, higher customer satisfaction, all at fees that are favorable when compared to similar in-house provided services.

"Teleperformance Platinum is a breakthrough customer service concept that improves quality, productivity and cost reduction," notes Brent Welch, CEO of Teleperformance USA. "It's a clear market differentiator for us."

"I realized, as I learned about and then toured the Teleperformance Platinum set-up that this is something I have not seen in any other contact center around the world," notes Stephen Lloyd from IDC. "The environment is enthusiastic, professional and unique... This bodes well for Teleperformance, and, more importantly, their clients."

Last April, SKY, a Teleperformance Brazil client since 2007, implemented Teleperformance Platinum with the launch of its HDTV transmission, which targeted high income, college educated customers. After six months of production, SKY's President, Luiz Eduardo Baptista says that positioning the customer service agent as a consultant who offers a solution to the end-user rather than simply selling a service was key to securing over 20,000 new subscribers monthly on SKY HD service. "Due to education needs about high definition TV in the local market, HD paid TV is not a service that is sold on a single call of five minutes," says Batista. "With Teleperformance Platinum, we ensured addressing all the consumer needs, ranging from simple doubts about what TV sets to buy, through building relationships to securing a new subscriber for the SKY HD throughout five or six calls."

"Teleperformance Platinum is a game changer that gives our clients a true strategic advantage over their competition. We are thrilled with this opportunity to raise the bar on customer service," adds Dominic Dato, Executive Chairman of Teleperformance USA.

ABOUT TELEPERFORMANCE

Teleperformance (NYSE Euronext Paris: FR 0000051807), the world's leading provider of outsourced CRM and contact center services, has been serving companies around the world rolling out customer acquisition, customer care, technical support and debt collection programs on their behalf. In 2008, the Teleperformance Group achieved EUR 1.784 billion revenues (US$2.6 billion -- average exchange rate at December 31, 2008: EUR 1 = US$1.46). The Group operates about 82,000 computerized workstations, with more than 100,000 employees (Full-Time Equivalents) across 249 contact centers in 47 countries and conducts programs in more than 66 different languages and dialects on behalf of major international companies operating in various industries.