Teleperformance

Teleperformance
Public Euronext: RCF NYSE: RCF.PA
Founded 1978, as Teleperformance
Founder Daniel Julien
Headquarters Paris, France
Key people
 Daniel Julien (Chairman of the Board) and Paulo Cesar Salles Vasques(Chief Executive Officer and President of the Executive Committee)
Services Technical support, customer care, sales, offshore, research, ARM.
Revenue Increase $3.7 billion (2014)
Number of employees
 190,000
Website www.teleperformance.com

Teleperformance is a multinational 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 operates approximately 147,000 computerized workstations, with more than 190,000 employees[3] across 311 contact centers in 65 countries and serves over 160 markets.[4][5] Countries in which Teleperformance operates include France, the United Kingdom, Albania, Brazil, Chile, India, Philippines, China, Canada, Mexico, Colombia, Norway, Italy, Greece, Portugal, the United States, Costa Rica, Dominican Republic, Australia, the Netherlands, Suriname, Egypt, Russia, Sweden, Germany and Poland.[6][7]

Teleperformance is one of the world's largest BPO companies valued at $3.7 billion and headquartered in Paris, France.[2]

Key figures

Company revenue totaled €3,398 billion (3.7 billion USD, based on €1 = $1.11) in 2015.[8] Their services are operated in over 75 languages and dialects on behalf of companies in various industries.[9] As of April 2016, the company’s market cap stood at 4.577 billion USD with an AGR rating of 94.[10]

Governance

Daniel Julien is the Chairman of the Board of Directors and Paulo Cesar Salles Vasques was appointed Chief Executive Officer on May 30, 2013.[11]

History

1978–1990

Daniel Julien created SR.Teleperformance in Paris in 1978 with co-founders Jacques Berrebi and Olivier Douce.[4] In 1986, SR.Teleperformance established its first international subsidiaries in Belgium and Italy. Two years later, SR.Teleperformance Austria was launched, followed by subsidiaries in other European markets: Germany, Sweden and the United Kingdom. Between 1987 and 1989, a partnership with Jacques Berrebi established the SR. Communication Group, an international group listed on the stock exchange in Paris.[12]

In 1990, SR.Teleperformance launched the first outsourced customer loyalty centers and carried out the first customer satisfaction surveys.[12]

1991–2002

In 1993, SR.Teleperformance USA was established, beginning its contact center operations in the United States. Between 1996 and 1998, Asia-Pacific contact centers were developed, with operations set up in the Philippines, Singapore, and South Korea. The Group was significantly expanded in Europe through numerous acquisitions and company start-ups in Switzerland, Norway, Denmark, Greece, Spain, the Netherlands and Finland.[12]

From 1999 through 2002, the SR.Teleperformance network expanded throughout the Americas, into Argentina,[13] Brazil,[14] Colombia,[15] Mexico,[16] and Canada.[17]

2003-2013

In 2003, SR.Teleperformance became the world’s second largest contact center outsourcer in terms of revenue.[18] The company offered offshore centers and automated services to companies faced with cost pressures. SR.Teleperformance launched business transformation solutions aimed at in-house contact centers.[12]

In 2004, SR.Teleperformance acquired CallTech Communications in the United States, and MM Group in Great Britain. They took the controlling interest of three companies in Eastern Europe based in Poland, the Czech Republic and Slovakia. They also acquired All By Phone+Net in Germany.[12]

In 2005, SR. Teleperformance’s revenues exceeded 1 billion EUR for the first time. In 2006, they acquired Teleperformance Russia and SR. Teleperformance became Teleperformance.[19]

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.[20]

In 2007, Teleperformance acquired 100% interest in Twenty4help, the European technical support leader; AllianceOne, a leading US accounts receivable management company;[21] 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.[22]

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.[23]

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.[24][25]

In 2009, the company launched Teleperformance Platinum, a strategy to provide improved customer service and experience.[26]

In 2010, Teleperformance acquired Scottish rival outsourcing call center 'beCogent' for £35 million.[27]

In 2012, Jacques Berrebi, Co-founder with Daniel Julien of Teleperformance Group, retired at the age of 70. The board named him "Chairman Emeritus."[28] That year, Teleperformance opened 5 multilingual, multi-cultural hubs to serve Europe and other markets.[29] By 2013 Teleperformance had six contact centers in Tunisia.[30] In 2013, Teleperformance acquired full control of TLS Contact.[31] Paulo César Salles Vasques was announced as the new Chief Executive Officer of the Group[32] and Daniel Julien remained as the Chairman of the Board.[33][34]

2014-2016

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.[33]

From 2014 to 2016, Teleperformance created and/or opened fifteen new centers worldwide. These included centers in the United States,[35] Canada, the United Kingdom,[36] Indonesia, China, the Philippines,[37] Guyana,[38] Portugal,[39] Colombia,[40] Surinam,[41] Dubai,[42] Albania,[43] Egypt,[44] Australia[45] and Lithuania.[46]

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.[47]

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.[48]

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.[49]

In August 2016 Teleperformance purchased California-based LanguageLine Solutions LLC for $1.52 billion from a US-based private equity firm, Abry Partners.[50]

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.[51]

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.[52]

Awards and recognition

In 2015 Teleperformance was recognized as one of the best companies to work for in Brazil,[53] Dominican Republic, El Salvador, India,[54] Mexico[55] and Portugal.[56][57]

Teleperformance was among the 50 companies with the largest market capitalization recognized by Forbes in 2016 as Western Europe’s most trustworthy companies.[58]

The company was honored with the 2015 Frost & Sullivan Award for Competitive Strategy Innovation and Leadership in Europe.[59]

The company was ranked fourth among India’s “Best Workplaces” in 2016.[60][61]

In June 2016 was recognized by the Great Place to Work Institute as one of 25 of the Best Companies to work for in Latin America.[14]

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.[62]

Social responsibility

In Lisbon, Portugal, in July 2016, Teleperformance held an event to promote and support young Portuguese athletes.[63]

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.[64] By December 2014 the company completed the construction of new homes for 100 displaced families in the village in Tanay, Rizal.[65]

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.[66]

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.[67]

In May 2016 the company committed all their Mexico sites to obtain 100 percent of their power needs from solar photovoltaic. This move will eventually reduce the Mexican sites’ carbon footprint by over 80 percent, and worldwide by 9 percent.[68]

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.[69]

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.[70][71]

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.[72]

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.[73]

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.[74][75] On May 19, 2010, a settlement was reached for approximately $2 million to be paid to 15,862 workers in 10 US states.[76]

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 again". 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. p. 57. Retrieved 17 August 2016.
  7. ↑ "Choose Country". Teleperformance. Retrieved 17 August 2016.
  8. ↑ "Teleperformance: 2015 Annual Results". Business Wire. 24 February 2016. Retrieved 4 September 2016.
  9. ↑ "Who We Are". Teleperformance. Retrieved 4 September 2016.
  10. ↑ "Forbes Launches Western Europe's Most Trustworthy Companies List". Forbes. 22 April 2016. Retrieved 4 September 2016.
  11. ↑ "Teleperformance Appoints Paulo César Salles Vasques as CEO". BusinessWire. 31 May 2013. Retrieved 19 September 2016.
  12. 1 2 3 4 5 Cohen, M.L. (1 January 2006). "SR Teleperformance S.A.". Encyclopedia.com. Retrieved 25 August 2016.
  13. ↑ "Company Overview of Teleperformance Argentina SA". Bloomberg. Retrieved 31 August 2016.
  14. 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.
  15. ↑ Laughlin, Kirk (16 August 2011). "Teleperformance Scales Up in a Hurry in Colombia". Nearshore Americas. Retrieved 31 August 2016.
  16. ↑ Gaona, Norberto (18 June 2014). "Teleperformance Opens 17th Center in Mexico, with $6 Million Puebla Investment". Nearshores Americas. Retrieved 31 August 2016.
  17. ↑ Pete, Joseph S. (29 June 2016). "Auto parts supplier to hire for $20-an-hour jobs in Hobart". nwi.com. Retrieved 31 August 2016.
  18. ↑ "TELEPERFORMANCE pénalisé par le départ de son P-DG". Sicavonline. 2 May 2008. Retrieved 31 August 2016.
  19. ↑ Fabreguettes-Leib, Jérôme (25 November 2005). "Les fondateurs vont s'alléger". Les Échos. Retrieved 4 September 2016.
  20. ↑ Buffardi, Michelle (23 October 2006). "Teleperformance USA Buys AOL Call Center". EE Times. Retrieved 4 September 2016.
  21. ↑ "French Call Center Giant Acquires Debt Collector AllianceOne". Inside Arm. 1 August 2007. Retrieved 5 September 2016.
  22. ↑ 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.
  23. ↑ "TELEPERFORMANCE ACQUIRES THE ANSWER GROUP". Chief Marketer. 24 December 2008. Retrieved 5 September 2016.
  24. ↑ "TELEPERFORMANCE : Jacques Berrebi organizes his retirement". Market Wired. 30 November 2007. Retrieved 5 September 2016.
  25. ↑ Barnard, Patrick (1 January 2008). "Teleperformance Chairman to retire". High Beam Research. Retrieved 5 September 2016.
  26. ↑ "Hughes Continues Raising High Quality of Customer Care With Teleperformance's Platinum Service". Yahoo!. 27 October 2010. Retrieved 5 September 2016.
  27. ↑ "BeCogent call centre firm sold to Teleperformance". BBC. 18 August 2010. Retrieved 31 August 2016.
  28. ↑ "eleperformance : Jacques Berrebi présente TP". YouTube.com. 1 February 2012. Retrieved 7 September 2016.
  29. ↑ "Teleperformance Launches a New Era for Customer Experience Management". BusinessWire. 3 October 2012. Retrieved 7 September 2016.
  30. ↑ Aizicovici, Francine (4 April 2013). "Teleperformance et ses pratiques sociales "à l'épreuve" pour neuf mois". LeMonde.Fr. Retrieved 7 September 2016.
  31. ↑ "TELEPERFORMANCE ACQUIERT 100% DE SA FILIALE TLSCONTACT". Capital. 29 January 2013. Retrieved 7 September 2016.
  32. ↑ "Teleperformance nomme Paulo César Salles Vasques directeur général". Les Echos. 31 May 2013. Retrieved 7 September 2016.
  33. 1 2 Robert, Martine (10 July 2014). "Teleperformance mise 610 millions sur les Etats-Unis". Les Echos. Retrieved 7 September 2016.
  34. ↑ "Teleperformance vise une nouvelle année de croissance en 2014". Les Echos. 7 September 2016. Retrieved 7 September 2016.
  35. ↑ Hidalgo, Jason (1 September 2015). "Teleperformance USA to open Reno center, hiring more than 500". Reno Gazette-Journal. Retrieved 13 September 2016.
  36. ↑ "Vauxhall Pan-European Contact Centre Goes Live". Contact Centers. 11 March 2016. Retrieved 13 September 2016.
  37. ↑ Gamboa, Carla (2 July 2015). "Teleperformance Opens 16th Contact Center with at Least 1,500 BPO Job Openings". The Philippine Pride. Retrieved 13 September 2016.
  38. ↑ "Workers needed for new Camp Street call centre". Stabroek News. 23 February 2015. Retrieved 13 September 2016.
  39. ↑ Frayer, Lauren (8 July 2013). "Call Centers Call On Multilingual Portuguese". NPR. Retrieved 13 September 2016.
  40. ↑ "Publirreportaje: Teleperformance, la alternativa para mejorar su nivel de inglés mientras trabaja". El Heraldo. 15 May 2016. Retrieved 13 September 2016.
  41. ↑ Ammachchi, Narayan (26 May 2015). "Teleperformance to Offer Dutch-Language Customer Care from Suriname". Nearshore Americas. Retrieved 13 September 2016.
  42. ↑ "Hire staff, lease Dubai call centre, but pay Cairo salaries, rent". Emirates 24/7 News. 7 February 2015. Retrieved 13 September 2016.
  43. ↑ Vasili, Eni (14 May 2013). "I call center italiani? Ormai sono in Albania". Panorama. Retrieved 13 September 2016.
  44. ↑ "Huawei Consumer Group selects Egypt as Middle East hub". Gulf News Journal. 6 May 2016. Retrieved 13 September 2016.
  45. ↑ "Teleperformance opens 300 workstation contact center in Australia". Reuters. 26 May 2016. Retrieved 13 September 2016.
  46. ↑ 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.
  47. ↑ "Teleperformance : Announces Expansion of Global Footprint to Paramaribo, Surinam". 4-Traders. 24 March 2015. Retrieved 13 September 2016.
  48. ↑ Cusi, Veronica Silva (26 May 2016). "Teleperformance Expands Global Footprint to Australia". Contact Center World. Retrieved 13 September 2016.
  49. ↑ "Teleperformance to expand in Bristol, TN; Creating 500 jobs within 5 years". News Channel 11. 27 July 2016. Retrieved 13 September 2016.
  50. ↑ Ricadela, Aaron (22 August 2016). "Teleperformance of France Buying LanguageLine for $1.52 Billion". Bloomberg Technology. Retrieved 13 September 2016.
  51. ↑ "Teleperformance : Résultats annuels 2015". ABC Bourse. 24 February 2016. Retrieved 25 September 2016.
  52. ↑ "Teleperformance awarded enterprise-wide certification for social responsibility by Verego". CSR Europe. 15 April 2016. Retrieved 25 September 2016.
  53. ↑ Mari, Angelica (11 August 2015). "Google tops list of best IT workplaces in Brazil". ZDNet. Retrieved 25 September 2016.
  54. ↑ "10 Best Companies to Work for in India this Year". Economic Times. Retrieved 25 September 2016.
  55. ↑ "Teleperformance Recognized as 2016 Best Workplace in Latin America by Great Place to Work®". Finance Yahoo. 2 August 2016. Retrieved 25 September 2016.
  56. ↑ "TELEPERFORMANCE PORTUGAL IS A GREAT PLACE TO WORK FOR THE 6TH CONSECUTIVE YEAR" (PDF). Teleperformance. 2015. Retrieved 25 September 2016.
  57. ↑ 250 colaboradores">"Best Workplaces Portugal: >250 colaboradores". Great Places to Work. 2016. Retrieved 25 September 2016.
  58. ↑ "Forbes Launches Western Europe's Most Trustworthy Companies List". Forbes. 22 April 2016. Retrieved 25 September 2016.
  59. ↑ "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.
  60. ↑ 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.
  61. ↑ "India's Best Companies to Work For". Great Places to Work: The Economic Times. 2016. Retrieved 25 September 2016.
  62. ↑ "O exportador de boas ideias". ISTOE Dinheiro. 2 September 2011. 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.
  63. ↑ Pereira, Carlos (14 July 2016). "Teleperformance lança programa de apoio a jovens talentos". MultiDesportos. Retrieved 28 September 2016.
  64. ↑ Cajulis, Tito (30 September 2013). "Teleperformance: Building Homes, Building Lasting Friendships". Gawad Kalinga. Retrieved 28 September 2016.
  65. ↑ "Teleperformance completes construction of 100 homes at Gawad Kalinga Village in Rizal". IBPAP. 4 December 2014. Retrieved 28 September 2016.
  66. ↑ "Nearly 1,400 Teleperformance U.S.A. Employees Register as Bone Marrow Donors". Market Wired. 21 December 2015. Retrieved 28 September 2016.
  67. ↑ "TELEPERFORMANCE AND FEED THE CHILDREN TAKE A STAND AGAINST HUNGER IN FAIRBORN". Feed the Children. 18 November 2014. Retrieved 28 September 2016.
  68. ↑ Toscana, Gabriel (6 May 2016). "Teleperformance Mexico Goes Solar". Teleperformance. Retrieved 28 September 2016.
  69. ↑ Brinsmead, Aphrodite (16 May 2016). "Teleperformance addresses the omnichannel challenge with data insights and strategy advice". Ovum. Retrieved 19 September 2016.
  70. ↑ "Teleperformance Announces Approval of New Patent by United States Patent and Trademark Office". BusinessWire. 7 May 2015. Retrieved 19 September 2016.
  71. ↑ "Teleperformance Announces Approval of a New Patent". WN. 7 May 2015. Retrieved 19 September 2016.
  72. ↑ "Teleperformance brings leading technology to launch first-ever Middle East virtual contact centre". Zawya. 4 February 2015. Retrieved 19 September 2016.
  73. ↑ Schofield, Jack (31 May 2016). "Can the EU's Sensei project predict Brexit by data-mining social media chatter?". ZDNet. Retrieved 19 September 2016.
  74. ↑ Thomas, Chris (10 September 2008). "Only on 12: Teleperformance facing class action lawsuit". WRDW12:. Retrieved 31 August 2016.
  75. ↑ "Wage and Hour Class Action Lawsuit Against Teleperformance". Newsvine. 11 January 2009. Retrieved 31 August 2016.
  76. ↑ "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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