Teleperformance in Malaysia Applauded by Frost&Sullivan for Delivering Tailored Customer Experience Solutions and its Market-leading Position

Teleperformance operations inMalaysiacombines 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. 18, 2025/PRNewswire/ -- Recently,Frost& Sullivanassessed the customer experience (CX) management services industry and, based on its findings, recognizesTeleperformance (TP) inMalaysiawith the 2025 Malaysian Market Leadership Award.

The company started its journey inMalaysiain 2017 with a single site inPenangsupporting a European gaming company. Recognizing the strategic advantages inMalaysia, TP capitalized on the nation's expat-friendly policies, thriving economy, and stable government. Since then, TP inMalaysiahas 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 inMalaysiahas three sites inPenangand two inKuala 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 inMalaysia'sgrowth hinges on its strategic focus on building a robust client base. FromMalaysia, 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 inPenang, TP inMalaysiahas 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 inMalaysia'sfull-service outsourcing includes comprehensive customer care, technical support, B2B sales, and back-office services.

Krishna Baidya, senior director, ICT Practice, Frost& Sullivan, observed,"TP inMalaysia'ssuccess 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 inMalaysiaprioritizes 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 inMalaysia, 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 inMalaysiahas 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 inMalaysiaenhances 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.

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SOURCE Frost& Sullivan