Teleperformance

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Teleperformance
Public
Traded as EuronextRCF
Industry Business process outsourcing
Founded 1978[1]
Headquarters Paris, France
Key people
Daniel Julien (Chairman of the Board) and Paulo César Salles Vasques (Chief Executive Officer and President of the Executive Committee)[2]
Services Technical support, customer care, sales, offshore, research, ARM.
Revenue Increase $3,7 Billion (2014)[3]
Number of employees
182,000
Website http://www.teleperformance.com

Founded in 1978 by Daniel Julien, Teleperformance is specialized in customer services, technical support, call center, debt collection and social media.

The company operates about 135,000 computerized workstations, with more than 182,000 employees across 270 contact centers in 62 countries. The company conducts programs in more than 75 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
SR communication becomes SR Teleperformance to better communicate the focus on customer relationship management. The group becomes 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.[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 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] Teleperformance acquires Scottish rival outsourcing call centre 'beCogent' for £35 million [8]
2012
Jacques Berrebi, Co-founder with Daniel Julien of Teleperformance Group, retires at the age of 70. In recognition of his exceptional contribution to the expansion of Teleperformance, the board name him " chairman emeritus".
Open 5 multilingual, multi-cultural hubs to serve Europe and other markets.[9]
2013
Teleperformance acquires the full control of TLS Contact.Teleperformance announces today the acquisition of 100% of the shares of its subsidiary « TLS Contact », a business process outsourcing (BPO) company, leader in Europe in the management of customer care contact centers under face-to-face mode, with a strong focus in serving governments and notably the visa application process area.[10]

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
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]
2015
Teleperformance Bolsters Market Leadership with Opening of New Virtual Center in Dubai. has announced the opening of a regional virtual briefing center in Dubai, United Arab Emirates, expanding the company’s footprint in the Middle East. The new facility features virtual monitoring and interaction capabilities with state-of-the-art technology for Teleperformance clients – industry leaders in telecommunications and technology – based in the region.[14]
Teleperformance Announces Expansion of Global Footprint to Georgetown, Guyana [15] and Paramaribo, Surinam.[16]

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" (PDF). Teleperformance. Retrieved 2013-04-25. 
  7. ^ "Confirmed Teleperformance leadership". Teleperformance. Retrieved 2013-04-25. 
  8. ^ http://www.bbc.co.uk/news/uk-scotland-11007373
  9. ^ "Open 5 multilingual, multi-cultural hubs" (PDF). Teleperformance. Retrieved 2013-04-25. 
  10. ^ (PDF) http://www.teleperformance.com/media/474838/130128_-teleperformance_-_press_release_-_tls_acquisition_-eng_fin.pdf.  Missing or empty |title= (help)
  11. ^ "Paulo César Salles Vasques" (PDF). Teleperformance. Retrieved 2013-04-25. 
  12. ^ (PDF). 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. ^ (PDF) http://us.www.teleperformance.com/media/2153722/140807-teleperformance-pr-aegis-closing-en-fin.pdf.  Missing or empty |title= (help)
  14. ^ (PDF) http://www.teleperformance.com/media/2400616/150305-pr-dubai-opening-ev.pdf.  Missing or empty |title= (help)
  15. ^ (PDF) http://www.teleperformance.com/media/2353859/150127-teleperformance-pr-footprint-expansion-in-guyana-uk-final.pdf.  Missing or empty |title= (help)
  16. ^ (PDF) http://www.teleperformance.com/media/2423333/150324-pr-teleperformance-surinam-opening-uk-final.pdf.  Missing or empty |title= (help)