Teleperformance

Teleperformance
Public
Traded as Euronext: RCF
CAC Next 20 Component
Industry Business Process Outsourcing
Founded 1978, as Teleperformance
Founder Daniel Julien
Headquarters Paris, France
Key people
 Daniel Julien (Executive Chairman of the Board and Group Chief Executive Officer)
Services Technical support, customer care, sales, offshore, research, ARM, consulting.
Revenue Increase $4.7 billion (2017)
Number of employees
 223,000
Website www.teleperformance.com

Teleperformance is an omnichannel company headquartered in France.[1] The company specializes in outsourced omnichannel customer experience management, also known as Business Process Outsourcing (BPO).[2] The company provides customer acquisition, customer care, technical support, debt collection, social media, and other services around the world. Teleperformance has 223,000 employees[3] across 350 contact centers in 76 countries and serves over 160 markets.[4][5] Countries in which Teleperformance operates include France, Lebanon,the United Kingdom, Albania, Brazil, Chile, Philippines, Guyana, India, China, Canada, Mexico, Colombia, Norway, Italy, Greece, Portugal, the United States, Dominican Republic, El Salvador, Australia, the Netherlands, Suriname, Egypt,United Arab Emirates, Russia, Sweden, Germany, Poland, Slovak Republic and Czech Republic.[6][7]

Teleperformance is one of the world's largest BPO companies; it is valued at $4,720 million.[2]

Key figures

Company revenue totaled 4,720 million USD in 2017.[8] Their services are operated in over 265 languages and dialects on behalf of companies in various industries.[9]

Governance

In October 2017, after the resignation of Paulo César Salles Vasques, Daniel Julien, who remains executive Chairman of the Board, was also appointed by the Board of Directors as Group Chief Executive Officer.[10]

History

1978–1990

Daniel Julien created Teleperformance in Paris in 1978.[4] In 1986, Teleperformance established its first international subsidiaries in Belgium and Italy. Two years later, Teleperformance launched subsidiaries in other European markets: Spain, Germany, Sweden and the United Kingdom. In 1989, Daniel Julien and Jacques Berrebi joined forces at the head of Rochefortaise Communication, the parent company of Teleperformance International listed on the Paris Stock Exchange. Ten years later, Rochefortaise Communication and Teleperformance International merged to form SR. Teleperformance. This company became Teleperformance in 2006.[11]

In 1990, Teleperformance launched the first outsourced customer loyalty centers and carried out the first customer satisfaction surveys.[11]

1991–2002

In 1993, Teleperformance USA was established, beginning its contact center operations in the United States. In 1996, Asia-Pacific contact centers were developed, with operations set up in the Philippines and Singapore. The Group was significantly expanded in Europe through numerous acquisitions and company start-ups in Switzerland, Norway, Denmark, Greece, Spain, the Netherlands and Finland.[11]

From 1998 through 2002, the Teleperformance network expanded throughout the Americas, into Argentina,[12] Brazil and[13] Mexico.[14]

2003-2013

In 2003, Teleperformance became the world’s second largest contact center outsourcer in terms of revenue.[15] The company offered offshore centers and automated services to companies faced with cost pressures. Teleperformance launched business transformation solutions aimed at in-house contact centers.

In 2004, the Group continued to expand by moving into Eastern Europe: Poland, Czech Republic and Slovakia, and two years later, Russia.

In 2005, Teleperformance’s revenues exceeded 1 billion EUR for the first time. In 2006, they acquired Teleperformance Russia.[16]

In 2006 Teleperformance USA purchased AOL’s 400-employee call center in Ogden, Utah. This purchase was the 23rd call center which the company purchased until this time.[17]

In 2007, Teleperformance acquired 100% interest in Twenty4help, the European technical support leader; AllianceOne, a leading US accounts receivable management company;[18] and Hispanic Teleservices, a contact center service provider with operations based in Mexico. In parallel, Teleperformance acquired the company TPH Services Telecoms, and several SFR sites.[19]

In 2008, the group’s operations and strategy were centralized for management under the responsibility of Daniel Julien and Jacques Berrebi. Teleperformance acquired The Answer Group, a provider of high-level technical support to the US market.[20]

Jacques Berrebi announced his plans to retire in January, 2008. He ended all his operational duties as of January 5, 2009, but retained a relationship with the Teleperformance Group Inc. as “Special Consultant” for the Group’s activities in the Americas and the Asian-Pacific markets.[21][22]

In 2009, the company launched Teleperformance Platinum, a strategy to provide improved customer service and experience.[23]

In 2010, Teleperformance acquired Scottish rival outsourcing call center 'beCogent' for £35 million.[24]

In 2012, Jacques Berrebi, Co-founder with Daniel Julien of Teleperformance Group, retired at the age of 70. The board named him "Chairman Emeritus."[25] That year, Teleperformance opened 5 multilingual, multi-cultural hubs to serve Europe and other markets.[26] By 2013 Teleperformance had six contact centers in Tunisia.[27] In 2013, Teleperformance acquired full control of TLS Contact.[28] Paulo César Salles Vasques was announced as the new Chief Executive Officer of the Group[29] and Daniel Julien remained as the Chairman of the Board.[30][31]

2014-2017

In 2014, Teleperformance acquired Aegis USA Inc., a major outsourcing and technology company in the United States, the Philippines and Costa Rica. The transaction was approved by regulatory authorities.[30]

From 2014 to 2016, Teleperformance created and/or opened fifteen new centers worldwide. These included centers in the United States,[32] Canada, the United Kingdom,[33] Indonesia, China, the Philippines,[34] Guyana,[35] Portugal,[36] Colombia,[37] Surinam,[38] Dubai,[39] Albania,[40] Egypt,[41] Australia[42] and Lithuania.[43]

In March 2015 the company announced the opening of a new offshore facility in Paramaribo, Surinam. The multichannel contact center offers support to Benelux clients in Dutch.[44]

In May 2016 Teleperformance announced the opening of a contact center in Australia. The center has 300 workstations and is located in Burwood, Victoria, about 16 kilometers outside of Melbourne.[45]

The company announced in July 2016 its plans to expand to Bristol, Tennessee in the United States, creating 500 jobs within the coming five years.[46]

In August 2016 Teleperformance purchased California-based LanguageLine Solutions LLC for $1.52 billion from a US-based private equity firm, Abry Partners.[47]

In October 2017, after Paulo César Salles Vasques resignation, Daniel Julien, who remains executive Chairman of the Board, has also been appointed by the Board of Directors as Group Chief Executive Officer.[10]

In 2018, Teleperformance received Binding Corporate Rules (BCRs) approval for both Controller and Processor from the French Data Protection Authority, CNIL, making Teleperformance the first company in the industry to attain this critical data protection compliance status in the European Union.[48]

In June 2018, Teleperformance announced it would acquire Intelenet for $1 billion.[49]

Certifications

Teleperformance was recognized by the 2015 Aon Hewitt Best Employers™ Program. The company achieved certification in ten countries around the world, including China, India, Portugal, Albania, Slovakia, Ukraine, Switzerland, Chile, Egypt and Lebanon.[50]

On April 14, 2016 Teleperformance earned the Enterprise-Wide Certification by Verego. All of Teleperformance’s global sites met the requirements of the Verego Social Responsibility Standard (Verego SRS) for full certification in Leadership, Ethics, People, Community, & Environment.[51]

Awards and recognition

2015

Teleperformance was recognized as one of the best companies to work for in Brazil,[52] Dominican Republic, El Salvador, India,[53] and Mexico.[54]

The company was honored with the 2015 Frost & Sullivan Award for Competitive Strategy Innovation and Leadership in Europe.[55]

2016

Teleperformance was among the 50 companies with the largest market capitalization recognized by Forbes as Western Europe’s most trustworthy companies.[56]

The company was ranked fourth among India’s “Best Workplaces”.[57]

Teleperformance was recognized by the Great Place to Work Institute as one of 25 of the Best Companies to work for in Latin America.[13]

2017

NelsonHall’s Evaluation & Assessment Tool (NEAT) recognized Teleperformance as a Leader in the overall retail banking market segment.[58]

Teleperformance was recognized as Top 100 Global Outsourcing All Star Service Provider by IAOP.[59]

Everest Group named Teleperformance a Top 5 provider on the BPS Top 50.[60]

Frost & Sullivan recognized Teleperformance as the recipient of the 2017 North American Company of the Year Award in contact center outsourcing.[61]

Teleperformance has been awarded the prestigious global HPE-IAPP Privacy Innovation Award in the Privacy Operations category.[62]

Teleperformance in El Salvador, China, Albania, and India[63] were recognized as Aon Best Employer.

Great Place to Work Institute certified Teleperformance in El Salvador[64] and Dominican Republic as a Great Place to Work®. Teleperformance in Mexico[65] was recognized as one of the top 25 best companies to work for in the country, while Teleperformance in Portugal was named Best Workplace.[66]

2018

Teleperformance received three prestigious Contact Center Outsourcing Company of the Year Awards from Frost & Sullivan, recognizing its entire regional operations in Asia Pacific, Europe and North America.[67]

Global research firm Best Companies Group USA awarded the Best Place to Work in Albania[68] and Tunisia.[69]

Teleperformance received the 2018 Global Impact Sourcing Award for “Impact Sourcing in a Large Organization”, presented by IAOP in partnership with the Rockefeller Foundation.[70]

Corporate culture

The For Fun Festival is one of several projects resulting from CEO Vasques’ monthly meetings with a group of 500 employees called “Chat with the President.” FFF is a type of talent show in which employees of Teleperformance can show-off their more artistic abilities. Since it was first introduced, the FFF turned into a global festival which met in the Philippines in 2010 and in Brazil in 2011.[71]

Social responsibility

In Lisbon, Portugal, in July 2016, Teleperformance held an event to promote and support young Portuguese athletes.[72]

Teleperformance Philippines, in partnership with its CSR arm, the Citizen of the World Foundation, (COTW), helped to relocate victims of the 2009 Ondoy typhoon flood, establishing the Teleperformance Gawad Kalinga Village in 2010. By August 2013 the new neighborhood had 50 homes and a SIBOL Day Care Center, an IT Learning Center, and more. The 3rd Anniversary of the relocation took place on August 17, and was led by Teleperformance Asia Pacific President David Rizzo, and others.[73] By December 2014 the company completed the construction of new homes for 100 displaced families in the village in Tanay, Rizal.[74]

At the end of 2015 Teleperformance USA partnered with Delete Blood Cancer DKMS offering bone marrow donor registration to employees. As a result, close to 1,400 employees joined the national bone marrow registry.[75]

On November 24, 2014 Teleperformance, together with Feed the Children, distributed enough food and other necessities to assist 400 needy families in the Fairborn, Ohio area.[76]

Technology

In 2016 the company developed the e-Performance Hub, a technology that allows the company to better meet the demands of its omnichannel strategy.[77]

Teleperformance was awarded a US patent on May 5, 2015, for “securely and efficiently processing telephone orders” through a new technology called ESP™. ESP™ accelerates the entry speed of confidential consumer data, while simultaneously securing the information capture process.[78][79]

In February 2015 Teleperformance announced the opening of the first virtual contact center in the Middle East and Africa. Located in Dubai’s Internet City, the facility will be a virtual contact center connecting UAE-based regional and other international clients with Teleperformance Egypt’s contact center in Cairo.[80]

Teleperformance was a commercial partner in the “Sensei Project” which was developed in 2016 to predict the outcome of the “Brexit” vote in the UK using data-mining of social media chatter.[81]

Labor dispute and settlement

In 2008 a class action lawsuit was filed against Salt Lake City-based Teleperformance USA seeking unpaid wages for employees, alleging a violation of the Fair Labor Standards Act.[82][83] On May 19, 2010, a settlement was reached for approximately $2 million to be paid to 15,862 workers in 10 US states.[84]

References

  1. ↑ "The end of the line: Call centres have created millions of good jobs in the emerging world. Technology threatens to take those jobs away Shrini works for TPagain". The Economist. 6 February 2016. Retrieved 25 August 2016.
  2. 1 2 "16 best technology companies to work for in India". The Times of India. 5 July 2016. Retrieved 25 August 2016.
  3. ↑ "Teleperformance SE Number of Employees". Macroaxis. Retrieved 17 August 2016.
  4. 1 2 MJ (29 March 2012). "La France championne du monde". l'express emploi. Retrieved 17 August 2016.
  5. ↑ "Teleperformance: 2015 Annual Results". Businesswire. 24 February 2016. Retrieved 17 August 2016.
  6. ↑ Foreign Investment in Latin America and the Caribbean 2004. United Nations. 2005-05-30. p. 57. ISBN 9789211215410. Retrieved 17 August 2016.
  7. ↑ "Choose Country". Teleperformance. Archived from the original on 15 August 2016. Retrieved 17 August 2016.
  8. ↑ "Yp: 2016 Annual Results".
  9. ↑ "Who We Are". Teleperformance. Archived from the original on 19 November 2016. Retrieved 4 September 2016.
  10. 1 2 "GOVERNANCE STRUCTURE". 13 October 2017.
  11. 1 2 3 Cohen, M.L. (1 January 2006). "SR Teleperformance S.A". Encyclopedia.com. Retrieved 25 August 2016.
  12. ↑ "Company Overview of Teleperformance Argentina SA". Bloomberg. Retrieved 31 August 2016.
  13. 1 2 "Teleperformance é uma das melhores empresas para trabalhar da América Latina pelo instituto Great Place to Work". Terra:. 27 June 2016. Retrieved 31 August 2016.
  14. ↑ Gaona, Norberto (18 June 2014). "Teleperformance Opens 17th Center in Mexico, with $6 Million Puebla Investment". Nearshores Americas. Retrieved 31 August 2016.
  15. ↑ "TELEPERFORMANCE pénalisé par le départ de son P-DG". Sicavonline. 2 May 2008. Retrieved 31 August 2016.
  16. ↑ Fabreguettes-Leib, Jérôme (25 November 2005). "Les fondateurs vont s'alléger". Les Échos. Retrieved 4 September 2016.
  17. ↑ Buffardi, Michelle (23 October 2006). "Teleperformance USA Buys AOL Call Center". EE Times. Retrieved 4 September 2016.
  18. ↑ "French Call Center Giant Acquires Debt Collector AllianceOne". Inside Arm. 1 August 2007. Retrieved 5 September 2016.
  19. ↑ Dow Jones Newswire (13 May 2014). "Teleperformance maintient ses objectifs après une croissance organique de 9,1% au 1er trimestre". Les Echos. Retrieved 5 September 2016.
  20. ↑ "TELEPERFORMANCE ACQUIRES THE ANSWER GROUP". Chief Marketer. 24 December 2008. Retrieved 5 September 2016.
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  28. ↑ "TELEPERFORMANCE ACQUIERT 100% DE SA FILIALE TLSCONTACT". Capital. 29 January 2013. Retrieved 7 September 2016.
  29. ↑ "Teleperformance nomme Paulo César Salles Vasques directeur général". Les Echos. 31 May 2013. Retrieved 7 September 2016.
  30. 1 2 Robert, Martine (10 July 2014). "Teleperformance mise 610 millions sur les Etats-Unis". Les Echos. Retrieved 7 September 2016.
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  36. ↑ Frayer, Lauren (8 July 2013). "Call Centers Call On Multilingual Portuguese". NPR. Retrieved 13 September 2016.
  37. ↑ "Publirreportaje: Teleperformance, la alternativa para mejorar su nivel de inglés mientras trabaja". El Heraldo. 15 May 2016. Retrieved 13 September 2016.
  38. ↑ Ammachchi, Narayan (26 May 2015). "Teleperformance to Offer Dutch-Language Customer Care from Suriname". Nearshore Americas. Retrieved 13 September 2016.
  39. ↑ "Hire staff, lease Dubai call centre, but pay Cairo salaries, rent". Emirates 24/7 News. 7 February 2015. Retrieved 13 September 2016.
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  41. ↑ "Huawei Consumer Group selects Egypt as Middle East hub". Gulf News Journal. 6 May 2016. Retrieved 13 September 2016.
  42. ↑ "Teleperformance opens 300 workstation contact center in Australia". Reuters. 26 May 2016. Retrieved 13 September 2016.
  43. ↑ Martin, Rachel (15 October 2015). "Call Centre firm Teleperformance creating 800 jobs in Co Fermanangh: Biggest jobs announcement outside Belfast in 12 years". Belfast Telegraph. Retrieved 13 September 2016. This week, France's Teleperformance also announced it will open a contact centre in Lithuania creating over 2,000 jobs.
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  46. ↑ "Teleperformance to expand in Bristol, TN; Creating 500 jobs within 5 years". News Channel 11. 27 July 2016. Retrieved 13 September 2016.
  47. ↑ Ricadela, Aaron (22 August 2016). "Teleperformance of France Buying LanguageLine for $1.52 Billion". Bloomberg Technology. Retrieved 13 September 2016.
  48. ↑ http://ec.europa.eu/newsroom/article29/item-detail.cfm?item_id=605270. Missing or empty |title= (help)
  49. ↑ "France's Teleperformance agrees to buy Intelenet from Blackstone". Reuters. Retrieved 2018-06-14.
  50. ↑ "Teleperformance : Résultats annuels 2015". ABC Bourse. 24 February 2016. Retrieved 25 September 2016.
  51. ↑ "Teleperformance awarded enterprise-wide certification for social responsibility by Verego". CSR Europe. 15 April 2016. Archived from the original on 2 October 2017. Retrieved 25 September 2016.
  52. ↑ Mari, Angelica (11 August 2015). "Google tops list of best IT workplaces in Brazil". ZDNet. Retrieved 25 September 2016.
  53. ↑ "10 Best Companies to Work for in India this Year". Economic Times. Retrieved 25 September 2016.
  54. ↑ "Teleperformance Recognized as 2016 Best Workplace in Latin America by Great Place to Work®". Finance Yahoo. 2 August 2016. Archived from the original on 27 September 2016. Retrieved 25 September 2016.
  55. ↑ "Frost & Sullivan Applauds Teleperformance's Ability to Serve a Multichannel Contact Centre Outsourcing Market across the Complex European Region". Frost & Sullivan. 30 March 2015. Retrieved 25 September 2016.
  56. ↑ "Forbes Launches Western Europe's Most Trustworthy Companies List". Forbes. 22 April 2016. Retrieved 25 September 2016.
  57. ↑ Singh, Shelley (4 July 2016). "India's best workplaces of 2016: Teleperformance India employs cutting-edge thinking to check attrition". The Economic Times. Retrieved 25 September 2016.
  58. ↑ "Teleperformance Named a Leader for Retail Banking Customer Management Services by NelsonHall NEAT". Business Wire. Retrieved 16 March 2018.
  59. ↑ "Teleperformance Recognized as Top 100 Global Outsourcing All Star Service Provider by IAOP". Business Wire. Retrieved 16 March 2018.
  60. ↑ "The Everest Group BPS Top 50" (PDF). Retrieved 16 March 2018.
  61. ↑ "Frost & Sullivan Recognizes Best-In-Class Companies with Prestigious Awards at Its Annual Growth, Innovation & Leadership Awards Gala". Retrieved 16 March 2018.
  62. ↑ "Teleperformance wins coveted HPE-IAPP Privacy Innovation Award for the Privacy Operations category" (PDF). Retrieved 16 March 2018.
  63. ↑ "Teleperformance in India Recognized as a 2017 Global Aon Best Employer". NewsVoir. Retrieved 19 March 2018.
  64. ↑ "Great Place to Work". Retrieved 19 March 2018.
  65. ↑ "Great Place to Work". Retrieved 19 March 2018.
  66. ↑ "Great Place to Work". Retrieved 19 March 2018.
  67. ↑ "Teleperformance Wins Frost & Sullivan Company of the Year Awards for Asia Pacific, Europe and North America Regions". Business Wire. Retrieved 16 March 2018.
  68. ↑ "Best Places to Work Program: Teleperformance Albania Recognized as the Best Place to Work in Albania for 2018". Business Wire. Retrieved 19 March 2018.
  69. ↑ "Teleperformance and Vermeg Tunisia Certified as Best Places to Work in Tunisia for 2018". Business Wire. Retrieved 19 March 2018.
  70. ↑ "2018 Global Impact Sourcing Award Winners". IAOP. Retrieved 16 March 2018.
  71. ↑ "O exportador de boas ideias". ISTOE Dinheiro. 2 September 2011. Archived from the original on 16 September 2016. Retrieved 31 August 2016. Foi dessas conversas que surgiu o For Fun Festival, uma espécie de show de calouros no qual os funcionários da Teleperfomance mostram suas habilidades artísticas.
  72. ↑ Pereira, Carlos (14 July 2016). "Teleperformance lança programa de apoio a jovens talentos". MultiDesportos. Retrieved 28 September 2016.
  73. ↑ Cajulis, Tito (30 September 2013). "Teleperformance: Building Homes, Building Lasting Friendships". Gawad Kalinga. Retrieved 28 September 2016.
  74. ↑ "Teleperformance completes construction of 100 homes at Gawad Kalinga Village in Rizal". IBPAP. 4 December 2014. Retrieved 28 September 2016.
  75. ↑ "Nearly 1,400 Teleperformance U.S.A. Employees Register as Bone Marrow Donors". Market Wired. 21 December 2015. Retrieved 28 September 2016.
  76. ↑ "TELEPERFORMANCE AND FEED THE CHILDREN TAKE A STAND AGAINST HUNGER IN FAIRBORN". Feed the Children. 18 November 2014. Retrieved 28 September 2016.
  77. ↑ Brinsmead, Aphrodite (16 May 2016). "Teleperformance addresses the omnichannel challenge with data insights and strategy advice". Ovum. Retrieved 19 September 2016.
  78. ↑ "Teleperformance Announces Approval of New Patent by United States Patent and Trademark Office". BusinessWire. 7 May 2015. Retrieved 19 September 2016.
  79. ↑ "Teleperformance Announces Approval of a New Patent". WN. 7 May 2015. Retrieved 19 September 2016.
  80. ↑ "Teleperformance brings leading technology to launch first-ever Middle East virtual contact centre". Zawya. 4 February 2015. Retrieved 19 September 2016.
  81. ↑ Schofield, Jack (31 May 2016). "Can the EU's Sensei project predict Brexit by data-mining social media chatter?". ZDNet. Retrieved 19 September 2016.
  82. ↑ Thomas, Chris (10 September 2008). "Only on 12: Teleperformance facing class action lawsuit". WRDW12:. Retrieved 31 August 2016.
  83. ↑ "Wage and Hour Class Action Lawsuit Against Teleperformance". Newsvine. 11 January 2009. Retrieved 31 August 2016.
  84. ↑ "Salt Lake City-based Teleperformance USA pays almost $2 million in back overtime wages following US Department of Labor investigation". US Dept of Labor. 19 May 2010. Retrieved 31 August 2016.
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