TP Malaysia recognised for Delivering Tailored Customer Experience Solutions

18 February 2025

SINGAPORE: Frost & Sullivan, a leading research and analysis company, has presented Teleperformance (TP) in Malaysia with the 2025 Malaysian Market Leadership Award. This recognition is based on the company's assessment of TP's customer experience (CX) management services industry.

TP in Malaysia has established itself as a major player in the country's CX sector, with three sites in Penang and two in Kuala Lumpur. The company boasts a diverse and multicultural workforce, representing a rich tapestry of cultures and backgrounds.

TP began its operations in Malaysia in 2017, with a single site in Penang supporting a European gaming company. Recognising the strategic advantages of operating in Malaysia, including the country's expat-friendly policies, thriving economy, and stable government, the company has rapidly scaled its operations and grown its headcount. This has resulted in TP in Malaysia emerging as a corner-stone of the group's global operations.

Today, TP in Malaysia has a strong presence in the country, with three sites in Penang and two in Kuala Lumpur. The company's multilingual workforce is a key differentiator, providing services in over 25 languages and dialects. This linguistic depth enables TP to deliver bespoke solutions tailored to the diverse needs of its global clients.

TP's growth in Malaysia is driven by its focus on building a robust client base. From Malaysia, TP serves a roster of prestigious global brands across industries, including automotive, banking, technology, and consumer electronics. This diverse portfolio demonstrates the company's adaptability and ability to deliver solutions that meet the unique needs of each client.

As the only business process outsourcing (BPO) provider in Penang, TP has capitalised on its first-mover advantage, building a reputation for excellence in delivering tailored CX solutions. TP's comprehensive CX strategy and management expertise enable the company to offer a full-service outsourcing package, including customer care, technical support, B2B sales, and back-office services. By leveraging its capabilities in market intelligence, industry research, and customer analysis, TP is able to craft customer journey designs that optimise interactions and foster engagement.

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 centred 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 recognises 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.