Teleperformance

Teleperformance

Type	Public
Traded as	Euronext: RCF
Industry	Business Process Outsourcing (BPO)
Founded	1978
Headquarters	Paris, France
Key people	Daniel Julien (Chairman and CEO)
Products	Call Centers
Services	Technical support, Customer Care, Sales, Offshore, Research, ARM.
Revenue	€2.05 billion (2010)
Operating income	€119,082,000(2010)
Net income	€74,341,000(2010)
Employees	130,000
Website	http://www.teleperformance.com

Teleperformance Euronext: RCF is a French customer service, technical support, call center and debt collection company with headquarters in Paris, France.

The company operates in around 49 countries, including UK, Brazil, Chile, India, Philippines, China , Canada, Mexico, Colombia, Norway, Italy, USA, Costa Rica, and recently, Australia and Netherlands. In 2010 was responsible for more than 1.5 billion customer interactions. It was founded in 1978 by Daniel Julien.

Teleperformance Supervisory Board has nine members, five of whom are independent members. Independent concept is defined in the Internal Regulations of the Supervisory Board in accordance with the principles of corporate governance, as defined in the Afep-Medef report. The Supervisory Board is assisted by two permanent specialized committees that report to it.

History

• 1978: Daniel Julien created Teleperformance in Paris.

• 1986: Teleperformance became the contact center leader in the French market. The Group’s first international subsidiaries were established in Belgium and Italy.

• 1988: Teleperformance Austria was originated, 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: Contact centers in Asia-Pacific 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 in CRM outsourcing. The Teleperformance network expanded to all of the Americas: Argentina, Brazil, Mexico, and Canada. Teleperformance Tunisia opened.

• 2003: SR.Teleperformance became the world’s #2 contact center outsourcer in terms of revenues. Faced with pressure on costs, the company offered offshore solutions 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. SR.Teleperformance gained presence in Eastern Europe by taking a controlling interest in three companies based in Poland, the Czech Republic and Slovakia. SR.Teleperformance increased its presence in the German market with the acquisition of the company All By Phone+Net, one of the most dynamic companies in its sector.

• 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 became #1 in the world. The Group acquired 100% interest in Twenty4help, the European technical support leader; in AllianceOne, a leading US accounts receivable management company; and in Hispanic Teleservices Corporation, a contact center service provider with operations based in Mexico. In parallel, Teleperformance reinforced its leadership in France through the acquisition of the company TPH Services Telecoms, and of several SFR sites.

• 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 ensure the homogeneity and consistency of best practices in line with the Group’s overall strategy (in terms of 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 large provider of high-level technical support to the US market.

• 2009: Launch of Teleperformance Platinum Services.

Certifications

Teleperformance is certified by PCI certification, recommendation of Compliance with the HIPAA health care standard, DSE certification, Safe Harbor certification, ISO 27001 compliant for best practices in information Security and BS 25999 compliant for best practices in Business Continuity Practices.

Awards and Recognition

• Teleperformance's placement on the IDC MarketScape chart as Leader was determined by its high relative scores for company leadership, financial strength, and sales and distribution strategy especially; Teleperformance also scored high on aspects of its growth strategy, the diversification and strength of its delivery model, and its employee strategy.

• Analyzing quality and timeliness of service, impact of service on customer value, and cost of service to customers for dozens of outsourcing providers, Frost & Sullivan conferred the 2010 North American Customer Service Leadership of the Year Award for Contact Center Outsourcing on Teleperformance.

• Teleperformance garnered the 2010 Latin American Competitive Strategy Innovation Award for Contact Center Outsourcing for the company's academic program for employees and clients.

• Great Place to Work® Institute recognized companies that are successful within the level of satisfaction of specific groups of employees. Teleperformance Portugal and Brazil are in the list.

See also

• BPO
• Outsourcing
• Offshoring
• Call Centers
• Offshore outsourcing

External links

• Global Website