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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.<ref name="CSR Europe: Teleperformance awarded enterprise-wide certification for social responsibility by Verego">{{cite web|title=Teleperformance awarded enterprise-wide certification for social responsibility by Verego|url=http://www.csreurope.org/teleperformance-awarded-enterprise-wide-certification-social-responsibility-verego#.V-d1DPB96hd|publisher=CSR Europe|accessdate=25 September 2016|date=15 April 2016}}</ref>
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.<ref name="CSR Europe: Teleperformance awarded enterprise-wide certification for social responsibility by Verego">{{cite web|title=Teleperformance awarded enterprise-wide certification for social responsibility by Verego|url=http://www.csreurope.org/teleperformance-awarded-enterprise-wide-certification-social-responsibility-verego#.V-d1DPB96hd|publisher=CSR Europe|accessdate=25 September 2016|date=15 April 2016}}</ref>

==Awards and recognition==

In 2015 Teleperformance was recognized as one of the best companies to work for in Brazil,<ref name="ZDNet: Google tops list of best IT workplaces in Brazil">{{cite web|last1=Mari|first1=Angelica|title=Google tops list of best IT workplaces in Brazil|url=http://www.zdnet.com/article/google-tops-list-of-best-it-workplaces-in-brazil/|publisher=ZDNet|accessdate=25 September 2016|date=11 August 2015}}</ref> Dominican Republic, El Salvador, India,<ref name="Economic Times: 10 Best Companies to Work for in India this Year">{{cite web|title=10 Best Companies to Work for in India this Year|url=http://economictimes.indiatimes.com/slideshows/corporate-industry/10-best-companies-to-work-for-in-india-this-year/rank-4-teleperformance-india/slideshow/53043620.cms|publisher=Economic Times|accessdate=25 September 2016}}</ref> Mexico<ref name="Finance Yahoo: Teleperformance Recognized as 2016 Best Workplace in Latin America by Great Place to Work®">{{cite web|title=Teleperformance Recognized as 2016 Best Workplace in Latin America by Great Place to Work®|url=http://finance.yahoo.com/news/teleperformance-recognized-2016-best-workplace-154500904.html|publisher=Finance Yahoo|accessdate=25 September 2016|date=2 August 2016}}</ref> and Portugal.<ref name="Teleperformance: TELEPERFORMANCE PORTUGAL IS A GREAT PLACE TO WORK FOR THE 6TH CONSECUTIVE YEAR">{{cite web|title=TELEPERFORMANCE PORTUGAL IS A GREAT PLACE TO WORK FOR THE 6TH CONSECUTIVE YEAR|url=http://www.teleperformance.com/media/2351583/gptw-portugal-press-release-20jan2015.pdf|publisher=Teleperformance|accessdate=25 September 2016|date=2015}}</ref> <ref name="Great Places to Work: Best Workplaces Portugal: >250 colaboradores">{{cite web|title=Best Workplaces Portugal: >250 colaboradores|url=http://www.greatplacetowork.pt/great-places-to-work/great-places-to-work-portugal|publisher=Great Places to Work|accessdate=25 September 2016|date=2016}}</ref>
Teleperformance was among the 50 companies with the largest market capitalization recognized by Forbes in 2016 as Western Europe’s most trustworthy companies.<ref name="Forbes:Forbes Launches Western Europe's Most Trustworthy Companies List">{{cite web|title=Forbes Launches Western Europe's Most Trustworthy Companies List|url=http://www.forbes.com/sites/forbespr/2016/04/22/forbes-launches-western-europes-most-trustworthy-companies-list/#6c5522ecaa38|publisher=Forbes|accessdate=25 September 2016|date=22 April 2016}}</ref>

The company was honored with the 2015 Frost & Sullivan Award for Competitive Strategy Innovation and Leadership in Europe.<ref name="Frost & Sullivan Applauds Teleperformance’s Ability to Serve a Multichannel Contact Centre Outsourcing Market across the Complex European Region">{{cite web|title=Frost & Sullivan Applauds Teleperformance’s Ability to Serve a Multichannel Contact Centre Outsourcing Market across the Complex European Region|url=http://ww2.frost.com/news/press-releases/frost-sullivan-applauds-teleperformances-ability-serve-multichannel-contact-centre-outsourcing-market-across-complex-european-re/|publisher=Frost & Sullivan|accessdate=25 September 2016|date=30 March 2015}}</ref>

The company was ranked fourth among India’s “Best Workplaces” in 2016.<ref name="The Economic Times: India's best workplaces of 2016: Teleperformance India employs cutting-edge thinking to check attrition">{{cite web|last1=Singh|first1=Shelley|title=India's best workplaces of 2016: Teleperformance India employs cutting-edge thinking to check attrition|url=http://economictimes.indiatimes.com/news/company/corporate-trends/indias-best-workplaces-of-2016-teleperformance-india-employs-cutting-edge-thinking-to-check-attrition/articleshow/52987454.cms|publisher=The Economic Times|accessdate=25 September 2016|date=4 July 2016}}</ref> <ref name="Great Places to Work: India's Best Companies to Work For">{{cite web|title=India's Best Companies to Work For|url=http://www.greatplacetowork.in/best-companies/indias-best-companies-to-work-for#|publisher=Great Places to Work: The Economic Times|accessdate=25 September 2016|date=2016}}</ref>
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.<ref name="Terra: Teleperformance é uma das melhores empresas para trabalhar da América Latina pelo instituto Great Place to Work">{{cite web|title=Teleperformance é uma das melhores empresas para trabalhar da América Latina pelo instituto Great Place to Work|url=https://noticias.terra.com.br/dino/teleperformance-e-uma-das-melhores-empresas-para-trabalhar-da-america-latina-pelo-instituto-great-place-to-work,461bf72949e7ab5d5eae3a3dc1b2bbb58luyqfim.html|publisher=Terra|accessdate=25 September 2016|date=27 June 2016}}</ref>


==Corporate culture==
==Corporate culture==

Revision as of 07:31, 25 September 2016

Teleperformance
Company typePublic Euronext: RCF NYSE: RCF.PA
ISINFR0000051807 Edit this on Wikidata
Industry
advertising agency activities Edit this on Wikidata
Founded1978, as Teleperformance
FounderDaniel 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)
ServicesTechnical support, customer care, sales, offshore, research, ARM.
RevenueIncrease $3.7 billion (2014)
1,011,000,000 Euro (2023) Edit this on Wikidata
602,000,000 Euro (2023) Edit this on Wikidata
Number of employees
190,000
Websitehttp://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 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 million (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]

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.[63] [64] On May 19, 2010, a settlement was reached for approximately $2 million to be paid to 15,862 workers in 10 US states.[65]

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.[66]

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.[67] [68]

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.[69]

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.[70]

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. ^ a b "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. ^ a b 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.
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  11. ^ "Teleperformance Appoints Paulo César Salles Vasques as CEO". BusinessWire. 31 May 2013. Retrieved 19 September 2016.
  12. ^ a b c d e 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. ^ a b "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.{{cite web}}: CS1 maint: extra punctuation (link) Cite error: The named reference "Terra: Teleperformance é uma das melhores empresas para trabalhar da América Latina pelo instituto Great Place to Work" was defined multiple times with different content (see the help page).
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  16. ^ Gaona, Norberto (18 June 2014). "Teleperformance Opens 17th Center in Mexico, with $6 Million Puebla Investment". Nearshores Americas. Retrieved 31 August 2016.
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  57. ^ 250 colaboradores">"Best Workplaces Portugal: >250 colaboradores". Great Places to Work. 2016. Retrieved 25 September 2016.
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  70. ^ Schofield, Jack (31 May 2016). "Can the EU's Sensei project predict Brexit by data-mining social media chatter?". ZDNet. Retrieved 19 September 2016.


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