Teleperformance

Teleperformance
Public
Traded as Euronext: RCF
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
 190,000
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 147,000 computerized workstations, with more than 190,000 employees across 311 contact centers in 65 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 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 and Germany.

The global headquarters are based in Paris, France.

History

20th century

Daniel Julien created Teleperformance in Paris in 1978.[2]

In 1986 Teleperformance became the contact center leader in the French market. The group’s first international subsidiaries were established in Belgium and Italy. Two years later, 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.

In 1990 Teleperformance set up the first outsourced customer loyalty centers and carried out the first customer satisfaction surveys. In 1993 Teleperformance USA was established, and the Group began 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.

2000s

From 1999 through 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 throughout the Americas: Argentina, Brazil, Colombia, Mexico, and Canada. Teleperformance Tunisia opened.

In 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.

In 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.

In 2005, SR.Teleperformance’s revenues exceeded $1 billion EUR for the first time. In 2006 SR.Teleperformance continued its eastward expansion with the acquisition of Teleperformance Russia. SR.Teleperformance became Teleperformance.

In 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.

In 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.

In 2009 it Launched in 2009, Teleperformance Platinum marked a decisive step forward in Teleperformance´s strategy of providing outstanding customer experience.[5]

2010s

In 2010 Teleperformance entered face2face market, expanding its customer experience offer.[6] In 2011 it launched new and innovative solutions as e-Performance.[7] Teleperformance acquires Scottish rival outsourcing call centre 'beCogent' for £35 million [8]

In 2012, Jacques Berrebi, Co-founder with Daniel Julien of Teleperformance Group, retired at the age of 70. In recognition of his exceptional contribution to the expansion of Teleperformance, the board name him "chairman emeritus". Teleperformance opens 5 multilingual, multi-cultural hubs to serve Europe and other markets.[9]

In 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.[6] 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.[10]

The same year it launches an "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.[11]

In 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.[12]

In 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.[13]

The same year, Teleperformance Announces Expansion of Global Footprint to Georgetown, Guyana [14] and Paramaribo, Surinam.[15]

See also

References

  1. ↑ "Teleperformance History". Teleperformance.com. Retrieved 2010-11-12.
  2. 1 2 "Daniel Julien's Bio". Archived from the original on 2007-09-18. Retrieved 2007-09-20.
  3. ↑ "Teleperformance Key Figures". Euronext.com. Retrieved 2015-09-19.
  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. 1 2 "Entered face2face market" (PDF). Teleperformance.com. Retrieved 2013-04-25.
  7. ↑ "Confirmed Teleperformance leadership". Teleperformance. Retrieved 2013-04-25.
  8. ↑ "BeCogent call centre firm sold to Teleperformance - BBC News". Bbc.co.uk. Retrieved 2015-09-10.
  9. ↑ "Open 5 multilingual, multi-cultural hubs" (PDF). Teleperformance. Retrieved 2013-04-25.
  10. ↑ "Paulo César Salles Vasques" (PDF). Teleperformance. Retrieved 2013-04-25.
  11. ↑ Archived July 17, 2013, at the Wayback Machine.
  12. ↑ "Press Release : Teleperformance completes the acquisition of Aegis USA Inc." (PDF). Teleperformance.com. Retrieved 2015-09-19.
  13. ↑ "Press Release : Teleperformance Bolsters Market Leadership" (PDF). Teleperformance.com. Retrieved 2015-09-19.
  14. ↑ "Press Release : Teleperformance Announces Expansion of Global Footprint to Georgetown, Guyana" (PDF). Teleperformance.com. Retrieved 2015-09-19.
  15. ↑ "Press Release : Teleperformance Announces Expansion of Global Footprint to Paramaribo, Surinam" (PDF). Teleperformance.com. Retrieved 2015-09-19.
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