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 148,571
Website http://www.teleperformance.com

Teleperformance is a global customer service, technical support, call center, debt collection and social media company with headquarters in Paris, France.

The company operates about 100,000 computerized workstations, with more than 148,571 employees across 270 contact centers in 62 countries. The company conducts programs in more than 63 different languages and dialects 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. It was founded in 1978 by Daniel Julien.

Timeline[edit]

1978
Daniel Julien[2] 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 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 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. 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. 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 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;[4] and in Hispanic Teleservices, a contact center service provider with operations based in Mexico. In parallel, Teleperformance reinforced its position 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 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 marked a decisive step forward in Teleperformance´s strategy of providing outstanding customer experience.[5]
2010
Entered face2face market, expanding its customer experience offer.[6]
2011
Confirmed Teleperformance leadership and launched new and innovative solutions as e-Performance.[7]
2012
Open 5 multilingual, multi-cultural hubs to serve Europe and other markets.[8]
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.[9]
2013
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.[10]

Awards and recognition[edit]

  • 2014 - Teleperformance named a leader in Gartner Magic Quadrant for fourth consecutive year.[11]
  • 2013 - Everest Group names Teleperformance a global leader in Contact Center Outsourcing delivery.[12]
  • 2013 - Frost & Sullivan 2013 North American contact center outsourcing company of the year award.[13]
  • 2013 Frost & Sullivan Recognizes Teleperformance's Value-Enhancing Strategies for European Clients.[14]
  • 2013 Contact Center World, the largest association of Contact Center professionals in the world, has awarded Teleperformance Portugal the following Contact Center World Awards in 2013: Best Contact Center in the World 2013, Best Customer Service in the World 2013, and Best Outbound Campaign in the World 2013.[15]
  • 2013 Teleperformance rewarded for the “Best Progression among SBF 120 Index Companies” for its financial information.[16]
  • 2013 GPTW Brazil.[17]
  • 2013 GPTW TI and Telecom Brazil.[18]
  • 2013 EOA Corporate Social Responsibility Award.[19]
  • 2013 Frost & Sullivan Brazilian Competitive Strategy Innovation & Leadership award.[20]
  • 2013 Frost & Sullivan Argentinean Customer Value Leadership Award.[21]
  • 2013 Frost & Sullivan Brazilian Competitive Strategy Innovation & Leadership Award.[22]
  • 2013 Teleperformance Brazil Wins Fourth Consecutive Great Place to Work Award.[23]
  • 2013 Frost & Sullivan Asia Pacific Contact Center Outsourcing Service Provider of the Year Award.[24]
  • 2013 Teleperformance UK Wins International Award for Best Use of Social Media in the Contact Center.[25]
  • 2013 Teleperformance Portugal wins 4 Contact Center World awards.[26]
  • 2013 Teleperformance India Wins Great Place to Work® Award.[27]
  • 2013 IDC Market Scape. Worldwide Customer Care BPO Services 2013 Vendor Analysis.[28]
  • 2013 Teleperformance Frost&Sullivan Special Award.[29]
  • 2013 Teleperformance Portugal wins the Great Place to Work award for the fourth consecutive time.[30]
  • 2013 TLScontact ranked a Best Company to Work® for in Greater China.[31]
  • 2013 Teleperformance is a recipient of the 2013 CRM Magazine Service Leader Winner in the Outsourcing category.[32]
  • 2013 Frost & Sullivan Recognizes Teleperformance Colombia for Leveraging Human Resources to Stand Out in the Colombian Contact Center Outsourcing Market.[33]
  • 2013 TLScontact wins BSI Excellence Award- Excellence Information Security Management.[34]
  • 2012 Gartner 2012 Magic Quadrant. Teleperformance is positioned as a Worldwide Leader in the 2012 Gartner Magic Quadrant for Customer Management Contact Center BPO (published December, 2012).[35]
  • Gartner 2012 Magic Quadrant.[36]
  • 2012 Teleperformance Portugal Wins Third Consecutive Great Place to Work Award[37]
  • 2012 Frost Sullivan Recognizes Teleperformance Colombia for Green Excellence in the Latin American Contact Center Outsourcing Market[38]
  • 2012 Frost & Sullivan Best Practices Award[39]
  • 2012 EMEA Customer Value Enhancement Award[40]
  • 2012 Teleperformance Portugal Named Best Large Contact Center in the World[41]
  • 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.[42]
  • 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.[43]
  • 2011 – Frost & Sullivan Award – "Customer Value Enhancement”, Argentina[44]
  • 2011 – Teleperformance is positioned as a Leader in the 2011 Gartner Magic Quadrant: Customer Management Contact Center BPO, Worldwide[45]
  • 2011 – CRM Magazine Award 2011 – "Service Leader Award for outsourcing"[46]
  • 2011 – ICT Prize Award 2011 – Best Employer of outsourcing contact center in the Philippines[47]
  • 2011 – Finalist Award 2011 – "Best Security Team" SC Magazine[48]
  • 2011 – Frost & Sullivan Award 2011 – "Contact Center Outsourcer of the Year", EMEA[49]
  • 2011 – Frost & Sullivan Award 2011 – "Global Security Practices", North America[50]
  • Teleperformance garnered the 2010 Latin American Competitive Strategy Innovation Award for Contact Center Outsourcing for the company's academic program for employees and clients.[51]
  • 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.[52][53]

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. ^ "Launch of Platinum Services". Teleperformance. Retrieved 2013-04-25. 
  6. ^ "Entered face2face market". Teleperformance. Retrieved 2013-04-25. 
  7. ^ "Confirmed Teleperformance leadership". Teleperformance. Retrieved 2013-04-25. 
  8. ^ "Open 5 multilingual, multi-cultural hubs". Teleperformance. Retrieved 2013-04-25. 
  9. ^ "Paulo César Salles Vasques". Teleperformance. Retrieved 2013-04-25. 
  10. ^ . Teleperformance http://www.teleperformance.com/media/626249/teleperformance_launches_advanced_customer_experience_lab_ev.pdf. Retrieved 2013-04-25.  Missing or empty |title= (help)
  11. ^ "2014 - Teleperformance named a leader in Gartner Magic Quadrant for fourth consecutive year.". Cemerka. 2014. 
  12. ^ "2013 - Everest Group names Teleperformance a global leader in Contact Center Outsourcing delivery". Teleperformance. 2013. 
  13. ^ "2013 - Frost & Sullivan 2013 North American contact center outsourcing company of the year award". Teleperformance. 2013. 
  14. ^ "2013 Frost & Sullivan Recognizes Teleperformance's Value-Enhancing Strategies for European Clients". Teleperformance. 2013. 
  15. ^ "2013 CONTACT CENTER WORLD, THE LARGEST ASSOCIATION OF CONTACT CENTER PROFESSIONALS IN THE WORLD, HAS AWARDED TELEPERFORMANCE PORTUGAL". Teleperformance. 2013. 
  16. ^ "2013 Teleperformance rewarded for the “Best Progression among SBF 120 Index Companies” for its financial information". Teleperformance. 2013. 
  17. ^ "2013 GPTW Brazil". Teleperformance. 2013. 
  18. ^ "2013 GPTW TI and Telecom Brazil". Teleperformance. 2013. 
  19. ^ "2013 EOA Corporate Social Responsibility Award". Teleperformance. 2013. 
  20. ^ "2013 Frost & Sullivan Brazilian Competitive Strategy Innovation & Leadership award". Teleperformance. 2013. 
  21. ^ "2013 Frost & Sullivan Argentinean Customer Value Leadership Award". Teleperformance. 2013. 
  22. ^ "2013 Frost & Sullivan Brazilian Competitive Strategy Innovation & Leadership Award". Teleperformance. 2013. 
  23. ^ "2013 Teleperformance Brazil Wins Fourth Consecutive Great Place to Work Award". Teleperformance. 2013. 
  24. ^ "2013 Frost & Sullivan Asia Pacific Contact Center Outsourcing Service Provider of the Year Award". Teleperformance. 2013. 
  25. ^ "2013 Teleperformance UK Wins International Award for Beerterst Use of Social Media in the Contact Center". Teleperformance. 2013. 
  26. ^ "2013 Teleperformance Portugal wins 4 Contact Center World awards". Teleperformance. 2013. 
  27. ^ "2013 Teleperformance India Wins Great Place to Work® Award". Teleperformance. 2013. 
  28. ^ "2013 IDC Market Scape. Worldwide Customer Care BPO Services 2013 Vendor Analysis". Teleperformance. 2013. 
  29. ^ "2013 Teleperformance Frost&Sullivan Special Award". Teleperformance. 2013. 
  30. ^ "2013 Teleperformance Portugal wins the Great Place to Work award for the fourth consecutive time". Teleperformance. 2013. 
  31. ^ "2013 TLScontact ranked a Best Company to Work® for in Greater China". Teleperformance. 2013. 
  32. ^ "2013 Teleperformance is a recipient of the 2013 CRM Magazine Service Leader Winner in the Outsourcing category". Teleperformance. 2013. 
  33. ^ "2013 Frost & Sullivan Recognizes Teleperformance Colombia for Leveraging Human Resources to Stand Out in the Colombian Contact Center Outsourcing Market.". Teleperformance. 2013. 
  34. ^ "2013 TLScontact wins BSI Excellence Award- Excellence Information Security Management". Teleperformance. 2013. 
  35. ^ "2013 Gartner 2012 Magic Quadrant. Teleperformance is positioned as a Worldwide Leader in the 2012 Gartner Magic Quadrant for Customer Management Contact Center BPO (published December, 2012)". Teleperformance. 2013. 
  36. ^ "Magic Quadrant for Customer Management Contact Center BPO, Worldwide". Gartner. 2012. 
  37. ^ "Teleperformance Portugal wins third consecutive Great Place to Work award" (Press release). Teleperformance. Reuters. 17 April 2012. 
  38. ^ "Frost Sullivan recognizes Teleperformance Colombia for green excellence in the Latin American contact center outsourcing market" (Press release). Frost & Sullivan. 
  39. ^ "Teleperformance's pioneering VBC service enhances customer value for clients" (Press release). Frost & Sullivan. PR Newswire. 
  40. ^ "Frost & Sullivan Award highlights Teleperformance's superior customer initiatives" (Press release). Frost & Sullivan. 
  41. ^ "Teleperformance Portugal named best large contact center in the world" (Press release). Teleperformance. Business Wire. 
  42. ^ "IDC MarketScape: Comprehensive Customer Care BPO, 2010 Vendor Analysis — The Guns of August, October 2010, IDC #224612. Used with permission.". Retrieved 2011-04-25. [dead link]
  43. ^ "Frost & Sullivan Presents the 2010 Excellence in Best Practices Awards" (Press release). Frost & Sullivan. Retrieved 2011-04-25. 
  44. ^ "Frost & Sullivan acclaims Teleperformance Argentina for motivating its workers and fine tuning its internal best practices to enhance business operations" (Press release). Frost & Sullivan. 
  45. ^ "Teleperformance is positioned as a Leader in the 2011 Gartner Magic Quadrant: Customer Management Contact Center BPO, Worldwide", Argentina". Gartner Group. [dead link]
  46. ^ "The 2011 service leaders". 
  47. ^ "ICT Prize Award 2011 - Best Employer of outsourcing contact center in the Philippines". [dead link]
  48. ^ "Finalist Award 2011 – "Best Security Team" SC Magazine".  (registration required)
  49. ^ "Frost & Sullivan Award 2011 – "Contact Center Outsourcer of the Year", EMEA" (Press release). Frost & Sullivan. 
  50. ^ "Frost & Sullivan Award 2011 – "Global Security Practices", North America" (Press release). Frost & Sullivan. 
  51. ^ "Contact center outsourcing pioneer Teleperformance receives five awards from Frost & Sullivan for leadership in customer service, market share" (Press release). Frost & Sullivan. Retrieved 2011-04-25. 
  52. ^ "2012 Melhores Empresas para Trabalhar em Portugal". Retrieved 2011-04-25. 
  53. ^ "Best companies to work for in Brazil - IT & telecom". Great Place to Work. Retrieved 2011-04-25. 

External links[edit]