Teleperformance (News - Alert) is a provider of multichannel customer experience. With a large global footprint, the company brings together best practices and experience from several countries worldwide along with continuous innovation, the best mix of agents, efficient processes, intelligent analytics and strategic locations.
Expanding its operations, the company has reached San José Costa Rica. As indicated, the Costa Rica operations will primarily focus on serving the US domestic market and extends Teleperformance's global geographic delivery leadership to 49 countries worldwide.
Teleperformance has already secured a multi-year agreement with an existing client that will be serviced by the newly launched Costa Rica operation. The initial operation includes approximate 300 workstations supporting the USA and an additional 100 workstations delivering services to the Latin American market.
"This move strengthens our footprint in Central America and simultaneously extends our existing industry lead in providing the most flexible and effective delivery options to our US market clients. We are very pleased to welcome Teleperformance Costa Rica worldwide family," Daniel Julien, global chief executive officer and chairman of the board of Teleperformance said in a statement.
Prior to this, throughout 2013, the company opened 8 new facilities so far in 2013 in the Group linguistic Ibero-LATAM region: Latin America, Spain and Portugal. Teleperformance has opened new facilities within its existing footprint in Brazil, Colombia, Mexico (two new sites), Portugal, Spain and Dominican Republic.
In another release, Teleperformance expanded its NICE SmartCenter deployment by the addition of NICE Interaction Analytics business solutions to existing implementations of NICE. According to Divisional Managing Director at Teleperformance U.K., Rachel Robinson, every single customer interaction, including those that focus on customer service issues, is an opportunity – it’s a chance to extend the customer lifecycle and increase value to clients.