Teleperformance operations in Malaysia combines cutting-edge technology,
such as GenAI, and real-time analytics with human empathy to
deliver customer-centric solutions stands out in the
market.
SINGAPORE, Feb. 17,
2025 /PRNewswire/ -- Recently, Frost &
Sullivan assessed the customer experience (CX) management services
industry and, based on its findings, recognizes Teleperformance
(TP) in Malaysia with the 2025
Malaysian Market Leadership Award.
The company started its journey in Malaysia in 2017 with a single site in
Penang supporting a European
gaming company. Recognizing the strategic advantages in
Malaysia, TP capitalized on the
nation's expat-friendly policies, thriving economy, and stable
government. Since then, TP in Malaysia has rapidly scaled its operations,
grown headcount, and diversified its client base at an astounding
pace, emerging as a cornerstone of the group's global operations
and strategically positioned to meet the changing requirements of
regional and global clients.
Today, TP in Malaysia has three
sites in Penang and two in
Kuala Lumpur, boasting a diverse
workforce representing a rich mix of cultures and backgrounds. This
multilingual hub has become a key differentiator for the company,
with its team providing services in more than 25 languages and
dialects. This linguistic depth ensures that TP can deliver
personalized solutions tailored to the diverse needs of its global
clients.
TP in Malaysia's growth hinges
on its strategic focus on building a robust client base. From
Malaysia, TP serves a roster of
prestigious global brands across industries from automotive and
banking to technology and consumer electronics. The diverse
portfolio demonstrates the company's adaptability and ability to
deliver bespoke solutions addressing each client's unique
needs.
As the only business process outsourcing provider in
Penang, TP in Malaysia has capitalized on its first-mover
advantage, building a reputation for excellence in delivering
tailored CX solutions. Beginning with its CX strategy and
management expertise, TP offers a comprehensive suite of services
focused on enhancing CX. The company excels in crafting customer
journey designs aimed at optimizing interactions and fostering
engagement, leveraging a wide spectrum of capabilities, from market
intelligence and industry research to insightful analysis of the
voice of the customer. TP in Malaysia's full-service outsourcing includes
comprehensive customer care, technical support, B2B sales, and
back-office services.
Krishna Baidya, senior director,
ICT Practice, Frost & Sullivan, observed, "TP in Malaysia's success is built on a dual focus on
operational scalability and human-centric service. Today, it is a
strategic hub for its marquee clients needing to expand their CX
across borders with multilingual assistance."
TP in Malaysia prioritizes
trust and safety across all operations, ensuring client
satisfaction and security. Its digital transformation strategy is
centered on enhancing interactions, knowledge management, and
workflow automation. While TP consolidates its position as the
market leader in Malaysia, its
success story illustrates the strength of strategic vision,
operational excellence, and the constant pursuit of innovation and
client-centricity. The company is well positioned with a solid
foundation and ambitious expansion plans to drive growth and steer
ahead of the competition.
Beyond its people-first approach, TP in Malaysia has positioned itself as a leader in
CX management innovation. By infusing advanced technologies such as
GenAI into its solutions, the company has enhanced operational
efficiency and built an outstanding reputation as a
forward-thinking disruptor in the sector. TP's unique ability to
balance human empathy and technological innovation resonates
strongly with clients and positions the brand as a trusted partner
driving long-term value for them. Its exemplary growth, backed by
investments in multilingual abilities and employee development,
confirms its commitment to operational excellence.
"TP's data security and privacy accreditations further boost
client confidence, especially in highly regulated sectors. With an
established track record of delivering outstanding CX across
customer journeys, the company has positioned itself as a trusted
partner that drives client satisfaction and business growth. By
seamlessly integrating advanced, AI-driven solutions with
emotionally intelligent approaches, TP in Malaysia enhances its ability to adapt to
client needs. Its credibility is underscored by the company's
innovation, strategic vision, executional excellence and
reliability," added Baidya.
With its strong overall performance, TP earns Frost &
Sullivan's 2025 Malaysian Market Leadership Award in the CX
management services industry.
Each year, Frost & Sullivan presents this award to the
company that has developed an innovative element in a product by
leveraging leading-edge technologies. The award recognizes the
value-added features/benefits of the product and the increased ROI
it offers customers, which, in turn, raises customer acquisition
and overall market penetration potential.
Frost & Sullivan Best Practices awards recognize companies
in various regional and global markets for demonstrating
outstanding achievement and superior performance in leadership,
technological innovation, customer service, and strategic product
development. Industry analysts compare market participants and
measure performance through in-depth interviews, analyses, and
extensive secondary research to identify best practices in the
industry.
About Frost & Sullivan
For six decades, Frost & Sullivan has been world-renowned
for its role in helping investors, corporate leaders, and
governments navigate economic changes and identify disruptive
technologies, megatrends, new business models, and companies to
action, resulting in a continuous flow of growth opportunities to
drive future success. Contact us: Start the discussion.
Contact:
Tarini Singh
E: tarini.singh@frost.com
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