Teleperformance Canada was one of the country’s leading outsource contact centre, specializing in live contact programs that carry their clients’ messages to the marketplace. They operated more than 1,000 workstations in three contact centres located in Toronto and Montreal which manage CRM programs on behalf of many Canadian fortune 100 companies. Clients included leading organizations in the banking, telecommunications, insurance, publishing, market research and not-for-profit sectors. Teleperformance was the second largest contact center outsourcer in the world with revenues of approximately $1.5 billion.
The company was looking for communications support to increase overall awareness in order to attract new clients and gain recognition for its success.
The Brown & Cohen Solution
Developed a media relations strategy that involved:
Creating key messages and positioning Teleperformance as relevant to a mainstream media audience and potential clients
Conducting media training for senior management. This included message development and on-camera interview exercises to optimize media opportunities
Developing a series of media releases such as the following:
oTeleperformance Ranked #1 in Industry Survey
oCompanies Rely on ‘Silent Business Partner’-- Leading Call Centre Celebrates 10 Years of Double Digit Growth
oCall Centre Aims to Hire 200 People During 3-Day Job Fair
oNew Strategy Generates Conversion Rates Three Times Higher than Direct Mail
oNew Call Centre to Open in Cornwall -- Industry Growth Creates Hundreds of Local Jobs
oTo Be President, Get Fired First—Telecommunications Executives Celebrate 10 Years of Patented Tools for Success
Developing media kit with company and industry fact sheets
Developing the submission for Top 40 under 40 Award
Customer Interaction Solutions Magazine, which annually ranks the top 50 Teleservices Agencies worldwide, placed Teleperformance in first place in the Aggregate Inbound & Outbound Domestic & International category.
CEO and President was awarded Top 40 under 40 award for leading the Canadian call centre with double digit growth each year since its inception
Secured writing opportunity in the office space column of The National Post
Media coverage was obtained in such outlets such as the Toronto Sun, CTV News Ottawa, Ottawa Sun, Ottawa Business Journal, Metro News, Jewel 104.5, Rock 101.9, Standard Freeholder, Weekends with Sheila Cops radio show, Direct Marketing News and Content Management News, for example.