The Market 

04/12/11 - There's no arguing that more customers are using social media both to seek support and to support others. Therefore, it would behoove outsourcers to bring their expertise in customer service to the Web. Unfortunately, that's not what's happening. Outsourcers are not innovative in supporting new end users and thinking about how customers are contacting companies. As a result, analysts were more critical of outsourcers this year, which is why their scores are lower, on average, than they have been in previous years. 

The Winner : Teleperformance 

Teleperformance repeats its 2009 ft as the winner of the outsourcing category. 
The company is the only one to score 4.0 or better in the 3 main criteria - one of which is an impressive 4.5 for company direction. During the past 12 months, Teleperformance has had a steady eye on innovation and growth. 

In 05/2010, Teleperformance announced a partnership with RightNow Technologies to provide a Contact Center on Demand hosted contact center offering. In addition, the outsourcer has expanded its reach by acquiring or building contact centers in Brazil, Turkey, the Philippines, and Costa Rica. 

Teleperformance has a "fairly obvious and strategic vision, good in terms of reacting to new market realities. It did well in the recession and didn't slow down innovation, which is very important," Ryan says. Another analyst adds, "Teleperformance has a good reputation for quality. They do things right in the traditional sense." 

CRM Magazine