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Thus, Teleperformance, which specializes in managing interaction with customers at the request of a third party (contact center), estimates that its billings will increase by 20% next year, reaching $120 million, due to greater demand for digital solutions. , the company’s other bet.
“We have made a leap into what is called ExperienceTech, a new dimension that combines analytics, data science, gaming, cybersecurity, cloud campus and other technologies. In addition to digital sales and social network support for companies,” said Andrés Bernal, CEO of Teleperformance for Colombia, Peru, Guyana, Nicaragua, Trinidad and Tobago.
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In this sense, he explained that 50% of his invoices come from his contact center services and the other 50% come from digital solutions, with the service that is growing the most being digital sales.
“What is growing less is contact center (services) because companies are demanding more digital support solutions, digital sales and other back office solutions,” he commented.
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For this reason, he emphasized that new economy companies (such as fintech, banks, financial companies, services, etc.) are the ones that demand these services the most, which is why he predicts that the demand for digital solutions will be different centers “are the ones , which will grow faster in 2024.”
Another goal is to reach 95% of services exports from Peru, whose main market is the United States. “For example, sales of real estate in the United States are carried out from Peru through the contact center service. That’s because of the experience we have in this area.”
Clave
- The company currently employs 5,000 Peruvians and plans to employ 7,000 people by 2024. The goal is to increase this number to over 25,000 in three to four years.
- For TP, there are three trends that will be in demand in the short term: AI; Convergence between physical and virtual (metaverse) and cybersecurity solutions.
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