Teleperformance

Teleperformance SE is an omnichannel
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 has 300,000
employees[3] across 400 contact centers
in 80 countries and serves over 170
markets.[4][5]
 Teleperformance SE

Type Public

Traded as Euronext: TEP
CAC Next 20
Component

Industry Business Process

Outsourcing

Founded 1978

Founder Daniel Julien

Headquarters Paris, France

Area served Worldwide

Key people Daniel Julien (Executive
Chairman of the Board
and Group Chief
Executive Officer)

Services Technical support,

customer care, sales,
 offshore, research,
ARM, consulting.
Revenue $5.3 billion (2018)

Number of employees 300,000

Website teleperformance.com

Key figures
Company revenue totaled US$5.258 billion
in 2018.[6] Their services are operated in
over 265 languages and dialects on behalf
of companies in various industries.[7]

Governance
In October 2017, after the resignation of
Paulo César Salles Vasques, Daniel Julien,
who remains executive Chairman of the
Board, was also appointed by the Board of
Directors as Group Chief Executive
Officer.[8]

History
1978–1990

Daniel Julien created Teleperformance in

Paris in June 1978.[4] In 1986,
Teleperformance established its first
international subsidiaries in Belgium and
Italy. Two years later, Teleperformance
launched subsidiaries in other European
markets: Spain, Germany, Sweden and the
United Kingdom. In 1989, Daniel Julien and
Jacques Berrebi joined forces at the head
of Rochefortaise Communication, the
parent company of Teleperformance
International listed on the Paris Stock
Exchange. Ten years later, Rochefortaise
Communication and Teleperformance
International merged to form SR.
Teleperformance. This company became
Teleperformance in 2006.[9]

1991–2002

In 1993, Teleperformance USA was

established, beginning its contact center
operations in the United States. In 1996,
Asia-Pacific contact centers were
developed, with operations set up in the
Philippines and Singapore. The Group was
significantly expanded in Europe through
numerous acquisitions and company start-
ups in Switzerland, Norway, Denmark,
Greece, Spain, the Netherlands and
Finland.[9]

From 1998 through 2002, the

Teleperformance network expanded
throughout the Americas, into
Argentina,[10] Brazil and[11] Mexico.[12]

2003-2013
In 2003, Teleperformance became the
world's second largest contact center
outsourcer in terms of revenue.[13] The
company offered offshore centers and
automated services to companies faced
with cost pressures. Teleperformance
launched business transformation
solutions aimed at in-house contact
centers.

In 2004, the Group continued to expand by

moving into Eastern Europe: Poland, Czech
Republic and Slovakia, and two years later,
Russia.
In 2005, Teleperformance's revenues
exceeded 1 billion EUR for the first time. In
2006, they acquired Teleperformance
Russia.[14]

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.[15]

In 2007, Teleperformance acquired 100%

interest in Twenty4help, the European
technical support leader; AllianceOne, a
leading US accounts receivable
management company;[16] 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.[17]

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.[18]

Jacques Berrebi announced his plans to

retire in January, 2008. He ended all his
operational duties as of January 5,
2009.[19][20]
In 2010, Teleperformance acquired
Scottish outsourcing call center 'beCogent'
for £35 million.[21]

In 2012, Jacques Berrebi, Co-founder with

Daniel Julien of Teleperformance Group,
retired at the age of 70.[22] That year,
Teleperformance opened 5 multilingual,
multi-cultural hubs to serve Europe and
other markets.[23] By 2013
Teleperformance had six contact centers
in Tunisia.[24] In 2013, Teleperformance
acquired full control of TLS Contact.[25]
Paulo César Salles Vasques was
announced as the new Chief Executive
Officer of the Group[26] and Daniel Julien
remained as the Chairman of the
Board.[27][28]

2014-2017

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.[27]

From 2014 to 2016, Teleperformance

created and/or opened fifteen new centers
worldwide. These included centers in the
United States,[29] Canada, the United
Kingdom,[30] Indonesia, China, the
Philippines,[31] Guyana,[32] Portugal,[33]
Colombia,[34] Surinam,[35] Dubai,[36]
Albania,[37] Egypt,[38] Australia[39] and
Lithuania.[40]

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.[41]

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.[42]

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.[43]

In August 2016 Teleperformance

purchased California-based LanguageLine
Solutions LLC for $1.52 billion from a US-
based private equity firm, Abry Partners.[44]

In October 2017, after Paulo César Salles

Vasques resignation, Daniel Julien, who
remains executive Chairman of the Board,
has also been appointed by the Board of
Directors as Group Chief Executive
Officer.[8]

In 2018, Teleperformance received Binding

Corporate Rules (BCRs) approval for both
Controller and Processor from the French
Data Protection Authority, CNIL, making
Teleperformance the first company in the
industry to attain this critical data
protection compliance status in the
European Union.[45]

2018 - onwards

In June 2018, Teleperformance announced

it would acquire Intelenet for $1 billion.
The acquisition was concluded on 5
October 2018.[46][47]

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.[48]

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.[49]

Awards and recognition

2015

Teleperformance was recognized as one

of the best companies to work for in
Brazil,[50] Dominican Republic, El Salvador,
India,[51] and Mexico.[52]

The company was honored with the 2015

Frost & Sullivan Award for Competitive
Strategy Innovation and Leadership in
Europe.[53]

2016

Teleperformance was among the 50

companies with the largest market
capitalization recognized by Forbes as
Western Europe's most trustworthy
companies.[54]

The company was ranked fourth among

India's “Best Workplaces”.[55]

Teleperformance was recognized by the

Great Place to Work Institute as one of 25
of the Best Companies to work for in Latin
America.[11]

2017

NelsonHall's Evaluation & Assessment

Tool (NEAT) recognized Teleperformance
as a Leader in the overall retail banking
market segment.[56]

Teleperformance was recognized as Top

100 Global Outsourcing All Star Service
Provider by IAOP.[57]

Everest Group named Teleperformance a

Top 5 provider on the BPS Top 50.[58]
Frost & Sullivan recognized
Teleperformance as the recipient of the
2017 North American Company of the
Year Award in contact center
outsourcing.[59]

Teleperformance has been awarded the

prestigious global HPE-IAPP Privacy
Innovation Award in the Privacy
Operations category.[60]

Teleperformance in El Salvador, China,

Albania, and India[61] were recognized as
Aon Best Employer.

Great Place to Work Institute certified

Teleperformance in El Salvador[62] and
Dominican Republic as a Great Place to
Work®. Teleperformance in Mexico[63] was
recognized as one of the top 25 best
companies to work for in the country, while
Teleperformance in Portugal was named
Best Workplace.[64]

2018

Teleperformance received three

prestigious Contact Center Outsourcing
Company of the Year Awards from Frost &
Sullivan, recognizing its entire regional
operations in Asia Pacific, Europe and
North America.[65]
Global research firm Best Companies
Group USA awarded the Best Place to
Work in Albania[66] and Tunisia.[67]

Teleperformance received the 2018 Global

Impact Sourcing Award for “Impact
Sourcing in a Large Organization”,
presented by IAOP in partnership with the
Rockefeller Foundation.[68]

For the sixth consecutive year,

Teleperformance was recognized as a
Global Leader in the Everest Group
Contact Center Outsourcing (CCO) -
Service Provider Landscape with PEAK
Matrix™ Assessment.[69]
2019

Teleperformance ranked among the best

outsourced services providers at the
International Association of Outsourcing
Professionals (IAOP) Global Outsourcing
100 (R) awards for the fifth year in a
row.[70]

Teleperformance received the enterprise-

wide Social Responsibility Standard (SRS)
Certification Award from Verego for the
fifth consecutive year.[71]

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.[72]

Social responsibility
As of 2018, the Citizen of the World
initiatives of Teleperformance all over the
world led to USD 40,101,087 in total
donations to help underprivileged people
or victims of natural disasters.[73]

In Lisbon, Portugal, in July 2016,

Teleperformance held an event to promote
and support young Portuguese
athletes.[74]

Teleperformance Philippines, in
partnership with its CSR arm, the Citizen of
the World Foundation, (COTW), helped to
relocate victims of the 2009 Ondoy
typhoon flood, establishing the
Teleperformance Gawad Kalinga Village in
2010. By August 2013 the new
neighborhood had 50 homes and a SIBOL
Day Care Center, an IT Learning Center,
and more. The 3rd Anniversary of the
relocation took place on August 17, and
was led by Teleperformance Asia Pacific
President David Rizzo, and others.[75] By
December 2014 the company completed
the construction of new homes for 100
displaced families in the village in Tanay,
Rizal.[76]

At the end of 2015 Teleperformance USA

partnered with Delete Blood Cancer DKMS
offering bone marrow donor registration to
employees. As a result, close to 1,400
employees joined the national bone
marrow registry.[77]

On November 24, 2014 Teleperformance,

together with Feed the Children,
distributed enough food and other
necessities to assist 400 needy families in
the Fairborn, Ohio area.[78]

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.[79]
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.[80][81]

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.[82]

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.[83]

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.[84][85] On
May 19, 2010, a settlement was reached
for approximately $2 million to be paid to
15,862 workers in 10 US states.[86]

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External links
Global website
LanguageLine Solutions

Retrieved from
"https://en.wikipedia.org/w/index.php?
title=Teleperformance&oldid=908646498"

Last edited 18 days ago by AryaTar…

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