MOUNTAIN VIEW, Calif.,
Nov. 28, 2016 /PRNewswire/
-- Based on its recent analysis of the business process
outsourcing (BPO) industry, Frost & Sullivan recognises
Teleperformance Egypt with the 2016 Egyptian Frost & Sullivan
Award for Competitive Strategy Innovation and Leadership.
Teleperformance Egypt, one of the leading BPO and contact centre
service providers in Egypt, was
the first to set up a virtual contact centre in the Middle East and Africa (MEA).
Teleperformance Egypt focuses on creating a multilingual hub
equipped with all of the relevant technologies, driving client and
employee satisfaction and eventually, market dominance. Some of its
most successful strategies include:
- Changing the pricing model from a per full-time equivalent
(FTE) to a per transaction model
- Launching a full-fledged contact centre in Dubai in late 2015, resulting in the
acquisition of four new clients in the country in less than a
year
- Employing the call centre management system (CCMS), which
functions as an internal enterprise resource planning (ERP)
platform
- Using 'knowledge base tools' to present agents with all of the
required product- and process-related information
- Introducing the Intranet Portal, which supports every
Teleperformance agent with practical information, services, and
Web-based tools
Teleperformance Egypt is an international BPO provider that
generates 90% of its business outside Egypt, and the remaining 10% in Egypt. From its parent company, it inherited
the tools, technologies, infrastructure, and (most importantly) the
brand name required to gain a foothold in new regions. Its desire
to emerge as the leader in MEA impelled the company to leverage
these advantages and launch the first virtual contact centre in
Dubai. Six months later, it set up
a full-fledged contact centre in Dubai to serve as a nearshoring destination
for clients in the EMEA.
"Teleperformance Egypt aims to offer international-standard BPO
services in Egypt, which is
evident from its pioneering multilingual hub in the country," said
Frost & Sullivan Research Analyst Deepti Dhinakaran. "This hub currently supports
25 languages and can support another eight languages and dialects,
and serve customers in the US, Canada, Europe, Africa, Middle
East, and Asia via voice,
email, chat, and social media."
Teleperformance Egypt uses technology and innovation as
instruments to stay ahead of the competition. For instance, novels
tools such as call mapping and top call drivers (TCD) are an
integral part of its operational best practices. While call mapping
helps analyse the purpose of calls and categorise them into
segments to maintain a consistent average handle time (AHT), TCD
continuously monitors call drivers and ensures that the solutions
available in knowledge base tools are updated.
In addition to the usual inbound and outbound contact centre
services, Teleperformance also offers digital and analytics
solutions such as buzz monitoring service. This service, supported
by the Teleperformance Customer Experience Lab based in
Portugal, enables the Egyptian
subsidiary to deliver a customised set of analytical reports
regarding clients' market competition, brand sentiment, market
trends, and customer experience on social media.
"Teleperformance Egypt is among the largest contact centre
service providers in Egypt, with
3,500 employees in Cairo and 200
in Dubai," noted Deepti Dhinakaran. "Its geographic expansions,
high investments in technology and tools, efficient implementation
of best practices, and strategic innovations have gone a long way
in creating value for existing clients and attracting new
ones."
Each year, Frost & Sullivan bestows this award upon the
company that has leveraged competitive intelligence to successfully
execute a competitive strategy that results in stronger market
share, competitive brand positioning, and customer
satisfaction.
Frost & Sullivan Best Practices awards recognise 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.
About Frost & Sullivan
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addresses the global challenges and related growth opportunities
that will make or break today's market participants. For more than
50 years, we have been developing growth strategies for the global
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Contact:
Chiara Carella
P: +44 (0) 207.343.8314
F: 210.348.1003
E: chiara.carella@frost.com
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