Teleperformance

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Teleperformance
Type Public
Traded as EuronextRCF
Industry Business process outsourcing
Founded 1978[1]
Headquarters Paris, France
Key people Daniel Julien (Chairman) and Paulo César Salles Vasques (Chief Executive Officer)[2]
Services Technical support, customer care, sales, offshore, research, ARM.
Revenue Increase €2,432.9 million (2013)[3]
Employees 168,000
Website http://www.teleperformance.com

Teleperformance is a global company, worldwide leader in multichannel customer experience. Founded in 1978 by Daniel Julien, the company is specialized in customer service, technical support, call center, debt collection and social media.

The company operates about 100,000 computerized workstations, with more than 168,000 employees across 246 contact centers in 62 countries. The company conducts programs in more than 63 different languages and dialects for a wide variety of global companies in various industries. Some of the countries Teleperformance operate in are, the UK, Albania, Brazil, Chile, India, Philippines, China, Canada, Mexico, Colombia, Norway, Italy, Portugal, the USA, Costa Rica, Dominican Republic, Australia, Netherlands, Egypt, Russia, Sweden and Germany.

The global headquarters are based in Paris, France.

Timeline[edit]

1978
Daniel Julien[2] created Teleperformance in Paris.
1986
Teleperformance became the contact center leader in the French market.[citation needed] The group’s first international subsidiaries were established in Belgium and Italy.
1988
Teleperformance Austria was launched, followed by subsidiaries in other European markets: Germany, Sweden and the United Kingdom.
1987–1989
A partnership with Jacques Berrebi established the SR.Communication Group, an international group listed on the stock exchange in Paris.
1990
Teleperformance set up the first outsourced customer loyalty centers and carried out the first customer satisfaction surveys.
1993
Teleperformance USA was established, and the Group began its contact center operations in the United States.
1996–1998
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.
1999–2002
The merger of SR.Communication and Teleperformance created SR.Teleperformance. The Group refocused its operations on contact center management and became a global player[citation needed] in CRM outsourcing. The Teleperformance network expanded to all of the Americas: Argentina, Brazil, Colombia, Mexico, and Canada. Teleperformance Tunisia opened.
2003
SR.Teleperformance became the world’s #2 contact center outsourcer in terms of revenues.[citation needed] Faced with pressure on costs, the company offered offshore centers and automated services. SR.Teleperformance launched business transformation solutions aimed at in-house contact centers.
2004
SR.Teleperformance continued its worldwide expansion with the acquisition of CallTech Communications in the United States, and of MM Group, the fourth-ranking provider of contact center services in Great Britain[citation needed] . It gained presence in eastern Europe by taking a controlling interest in three companies based in Poland, the Czech Republic and Slovakia. It increased its presence in the German market with the acquisition of All By Phone+Net, one of the most dynamic[citation needed] companies in its sector.[citation needed]
2005
For the first time, SR.Teleperformance’s revenues exceeded $1 billion EUR.
2006
SR.Teleperformance continued its eastward expansion with the acquisition of Teleperformance Russia. SR.Teleperformance became Teleperformance.
2007
Teleperformance acquired 100% interest in AllianceOne, a leading US accounts receivable management company;.[4] In August 2014, AllianceOne, along with Capital One and two other collection agencies entered into an agreement to pay $75.5 million to end a consolidated class action lawsuit pending in the United States District Court for the Northern District of Illinois alleging that the companies used an automated dialer to call customers’ cellphones without consent, which is a violation of the Telephone Consumer Protection Act of 1991.[5] It is notable that this legal action involved informational telephone calls, which are not subject to the "prior express written consent" requirements which have been in place for telemarketing calls since October of 2013. [6]
2008
The group’s operations and strategy were centralized for management under the responsibility of Daniel Julien and Jacques Berrebi. A matrix structure was put in place to manage human resources, information systems, finance, quality, marketing, etc. There was a worldwide roll-out of advanced management tools. A minority interest purchase strategy regarding subsidiaries evolved. Teleperformance acquired The Answer Group, a provider of high-level technical support to the US market.
2009
Launched in 2009, Teleperformance Platinum.[7]
2010
Entered face2face market, expanding its customer experience offer.[8]
2011
Teleperformance launched e-Performance (digital solutions).[9]
2012
Open 5 multilingual, multi-cultural hubs to serve Europe and other markets.[10]
2013
Paulo César Salles Vasques is announced the new Chief Executive Officer of the Group. Daniel Julien remains in the leadership as the Chairman of the Group.[11]

Teleperformance Launches Advanced Customer Experience Lab. The Teleperformance CX Lab conducts both single market and multicultural research across selected geographies and industries by addressing specific issues related to changing customer behaviors, preferences and key satisfaction drivers.[12]

2014
Commencing on 1st February 2014, Teleperformance UK will continue to manage contact centre services for general enquiries from the public regarding all passport applications including identity interviews for first time adult applications and Passport Validation Service for businesses. They will also support HM Passport Office in both its Digital By Default and Call Avoidance#Strategies.
Teleperformance, had announced that it has completed the acquisition of Aegis USA Inc., a major outsourcing and technology company in the United States, the Philippines and Costa Rica. The transaction, announced last July 9, was approved by regulatory authorities. [13]

See also[edit]

References[edit]

  1. ^ "Teleperformance History". Retrieved 2010-11-12. 
  2. ^ a b "Daniel Julien's Bio". Archived from the original on 2007-09-18. Retrieved 2007-09-20. 
  3. ^ "Teleperformance Key Figures". 
  4. ^ "French call center giant acquires debt collector AllianceOne". insideARM.com. Retrieved 2011-11-04. 
  5. ^ Dale, Margaret A (19 August 2014). "Capital One to Pay Largest TCPA Settlement on Record". The National Law Review (Proskauer Rose LLP). ISSN 2161-3362. Retrieved 23 August 2014. 
  6. ^ Slawe, Meredith C.; Madway, Brynne S. (11 August 2014). "Capital One Agrees to $75 Million Telephone Consumer Protection Act (TCPA) Settlement". The National Law Review (Drinker Biddle & Reath). Retrieved 23 August 2014. 
  7. ^ "Launch of Platinum Services". Teleperformance. Retrieved 2013-04-25. 
  8. ^ "Entered face2face market". Teleperformance. Retrieved 2013-04-25. 
  9. ^ "Confirmed Teleperformance leadership". Teleperformance. Retrieved 2013-04-25. 
  10. ^ "Open 5 multilingual, multi-cultural hubs". Teleperformance. Retrieved 2013-04-25. 
  11. ^ "Paulo César Salles Vasques". Teleperformance. Retrieved 2013-04-25. 
  12. ^ . Teleperformance http://www.teleperformance.com/media/626249/teleperformance_launches_advanced_customer_experience_lab_ev.pdf. Retrieved 2013-04-25.  Missing or empty |title= (help)
  13. ^ Teleperformance completes the acquisition of Aegis USA Inc. http://us.www.teleperformance.com/media/2153722/140807-teleperformance-pr-aegis-closing-en-fin.pdf

External links[edit]