Multinational France-based omnichannel outsourcer
Teleperformance SE
is a multinational
company
founded in 1978 with headquarters in
France
. They provide services for debt collection, telemarketing, customer relationship management, content moderation, and communication.
[4]
Its services are operated in over 300 languages and dialects on behalf of companies in various industries.
[5]
History
[
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]
Daniel Julien created Teleperformance in Paris in June 1978.
[6]
In 1986, Teleperformance established its first international subsidiaries in Belgium and Italy. Two years later, Teleperformance had expanded into 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.
In 1999, Rochefortaise Communication merged with Teleperformance International to form SR. Teleperformance. This company became Teleperformance in 2006.
[7]
In 1992, Teleperformance USA was established, and Asia-Pacific contact centers were set up in the Philippines and Singapore in 1996. The Group expanded in Europe through numerous acquisitions and subsidiaries in Switzerland, Norway, Denmark, Greece, Spain, the Netherlands and Finland.
[8]
From 1998 through 2002, the Teleperformance network expanded into Argentina,
[9]
Brazil
[10]
and Mexico.
[11]
Teleperformance USA purchased AOL's 400-employee call center in Ogden, Utah, in 2006.
[12]
In 2007, Teleperformance acquired a 100% interest in Twenty4help, the European technical support leader; AllianceOne, a leading US accounts receivable management company.
[13]
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.
[14]
Teleperformance’s corporate social responsibility arm, Citizen of the World, helped to relocate victims of
Typhoon Ketsana
in 2009, and build homes for 100 displaced families.
[15]
In 2010, Teleperformance acquired Scottish outsourcing call center 'beCogent' for £35 million.
[16]
It ceased operations in December 2021 mainly due to the impact of the
COVID-19 pandemic
and
remote work
.
[17]
By 2013 Teleperformance had six contact centers in Tunisia.
[18]
In 2013, Teleperformance acquired full control of TLS Contact.
[19]
In 2014, Teleperformance acquired Aegis USA Inc., an outsourcing and technology company in the United States, the Philippines and Costa Rica.
[20]
From 2014 to 2016, Teleperformance created and/or opened fifteen new centers worldwide. In March 2015, Teleperformance opened a virtual briefing center in
Dubai
.
[21]
Teleperformance operated a contact center in Melbourne, Australia, from 2016 to May 2019.
[22]
[23]
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.
[24]
In August 2016 Teleperformance purchased California-based LanguageLine Solutions LLC for $1.52 billion from a US-based private equity firm, Abry Partners.
[25]
In January 2019, Teleperformance announced its second premises in Cairo.
Teleperformance secured multiple
United Kingdom government
and
NHS
contracts to operate support services for the public during the
COVID-19 pandemic
.
[26]
Teleperformance donated a building to the Master Minds Academy in December 2023, as part of a local partnership to provide discounted daycare and preschool services to employees in the
North Lauderdale
,
Florida
office.
[27]
In January 2024, Teleperformance completed the acquisition of
Majorel
, acquiring 99% of the company’s shares from
Bertelsmann
and Moroccan real estate company Saham, in exchange for 3 billion euros and a 4% stake in Teleperformance.
[28]
Following the acquisition, Teleperformance launched TP Infinity, a global digital consulting arm, in January 2024.
[29]
Corporate affairs
[
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]
Business trends
[
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]
The key trends for Teleperformance are (as of the financial year ending December 31):
|
Revenue (€ m)
|
Net profit (€ m)
|
Total assets (€ bn)
|
Employees (k)
|
2016
|
3,649
|
214
|
4.9
|
216
|
2017
|
4,180
|
312
|
4.4
|
223
|
2018
|
4,441
|
312
|
5.8
|
306
|
2019
|
5,355
|
400
|
6.8
|
331
|
2020
|
5,732
|
324
|
7.0
|
383
|
2021
|
7,115
|
557
|
8.3
|
418
|
2022
|
8,154
|
645
|
8.8
|
418
|
2023
|
8,345
|
602
|
11.8
|
418
|
Governance
[
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]
Jacques Berrebi ended all operational duties on January 2009 and returned in 2012, at the age of 70.
[30]
[31]
Co-founder Daniel Julien remained as chairman of the board, and Paulo Cesar Salles Vasques was announced as the new chief executive officer of the group
[32]
[20]
[33]
Following Vasques' resignation in October 2017, Julien was appointed as group chief executive officer by the board of directors.
[34]
In June 2023, Bhupender Singh was appointed as Teleperformance Group Deputy Chief Executive Officer.
[35]
Awards
[
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]
Controversies
[
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]
Teleperformance has been repeatedly criticized for alleged privacy violations, surveillance, and stressful working conditions.
[39]
[40]
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
.
[41]
[42]
On 19 May 2010, a settlement was reached for approximately $2 million to be paid to 15,862 workers in 10 US states.
[43]
A group of labor unions filed a complaint documenting unsafe working conditions, monitoring, surveillance, union busting and retaliation against employees in ten countries in April 2020. Due to
COVID-19
restrictions, workers in the
Philippines
, including those supporting
Amazon
's
Ring camera
contract, had nowhere to sleep but at their workspaces and were unable to meet
social distancing
requirements. The
Financial Times
was able to verify this with video and photos, including in a
Cebu City
office. After the working conditions were made public, the company promised to make improvements, but
NBC News
reported after six months the company was providing intermittent shuttle service, not properly sanitizing working spaces, and sending workers home without pay if they were quarantined.
[44]
[45]
While Amazon required support contractors to be onsite,
Netflix
's contract with Teleperformance allowed employees to work from home.
[44]
[45]
Workers in Colombia, including those working on contracts for
Apple
, are reportedly remotely monitored by the company, including by AI-enabled cameras and voice recording using its own TP Cloud Campus platform. The company issued a press release in July 2021 stating that 240,000 employees in 52 countries were using the platform by mid-2021. Workers in
Albania
, including those working on Apple content, were protected from webcam monitoring at home through their
Data Protection Commission
.
[46]
[47]
[48]
[49]
In
Colombia
, the union Utraclaro, part of the
UNI Global Union
, has organized Teleperformance employees, including moderators. In 2021, after the union submitted its demands for the company to protect
freedom of association
, Teleperformance filed a lawsuit against the union in a
labor court
.
[50]
In November 2022, the
Ministry of Labour
launched an investigation into the company.
[51]
After the investigation, shares in the company dropped by 34%. Following the allegations, Teleperformance hired
Bureau Veritas
to audit its employee management practices, including corporate social responsibility and compliance with local labour laws.
[52]
In December 2022, the subsidiary received independent certification from Bureau Veritas on the "use and inclusion of the international standard
ISO 26000
in the field of social responsibility within its operations in Colombia."
[52]
In April and May 2023, the company signed agreements allowing workers in Colombia,
Romania
and
Poland
to unionize. The company also stated, in its 2023 first-half results, that the Colombian government had closed its investigation with no findings against it.
[53]
[54]
In February 2024, Teleperformance received a certificate for diversity and inclusion management in Colombia from
AENOR
.
[55]
Content moderation
[
edit
]
Teleperformance employs
content moderators
for platforms including
TikTok
, with moderators in
Tunisia
and
Colombia
, reviewing explicit content to remove it from the platform.
[56]
[51]
Its "Trust and Safety" branch and moderation program were launched in 2019.
[57]
After an investigation by
Forbes
reported the company retained explicit material, Teleperformance and TikTok were criticized by the
United States Senate Committee on Commerce
and by shareholders.
[58]
In November 2022, the company announced that it would exit "the highly egregious part of the trust and safety business." However, it reversed its decision in March 2023.
[59]
[56]
References
[
edit
]
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a
b
c
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(PDF)
.
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.
- ^
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- ^
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- ^
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.
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.
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2024
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- ^
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- ^
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- ^
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- ^
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- ^
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- ^
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.
- ^
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- ^
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- ^
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- ^
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.
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.
- ^
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.
- ^
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- ^
Aizicovici, Francine (4 April 2013).
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.
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.
- ^
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- ^
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.
- ^
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.
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.
- ^
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.
- ^
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.
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. Retrieved
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.
- ^
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. News Channel 11. 27 July 2016
. Retrieved
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2016
.
- ^
Ricadela, Aaron (22 August 2016).
"Teleperformance of France Buying LanguageLine for $1.52 Billion"
.
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. Retrieved
13 September
2016
.
- ^
"Contact centre firm Teleperformance reports significant growth through pandemic"
.
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. 16 June 2022
. Retrieved
8 April
2024
.
- ^
Jones, Keith (11 December 2023).
"North Lauderdale business comes up with creative solution to help workers with child care - CBS Miami"
.
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. CBS
. Retrieved
25 January
2024
.
- ^
Ammachchi, Narayan (2 January 2024).
"Finally, Teleperformance Becomes Full Owner of Majorel - Nearshore Americas"
.
Nearshore Americas
. Retrieved
24 March
2024
.
- ^
"Teleperformance Launches TP Infinity"
.
www.destinationcrm.com
. Retrieved
22 April
2024
.
- ^
"TELEPERFORMANCE: Jacques Berrebi organizes his retirement"
. Market Wired. 30 November 2007
. Retrieved
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2016
.
- ^
Barnard, Patrick (1 January 2008).
"Teleperformance Chairman to retire"
.
Customer Interaction Solutions
. Archived from
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on 8 October 2016
. Retrieved
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2016
.
- ^
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. Les Echos. 31 May 2013
. Retrieved
7 September
2016
.
- ^
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. Les Echos. 7 September 2016
. Retrieved
7 September
2016
.
- ^
"GOVERNANCE STRUCTURE"
. 13 October 2017.
- ^
"Teleperformance Appoints Bhupender Singh as Deputy Chief Executive Officer"
(Press release).
Business Wire
. 19 June 2023.
- ^
"Teleperformance"
.
Fortune
. Retrieved
19 February
2024
.
- ^
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.
www.asia.stevieawards.com
. Retrieved
4 February
2024
.
- ^
"Societe Generale awarded"
.
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. Retrieved
29 April
2024
.
- ^
Lavelle, Moira.
"
"For them you're not a human being": Meet the migrants answering phones for Big Tech"
.
restofworld
.
- ^
Walker, Peter.
"Call centre firm tells UK homeworkers they will not be watched with webcam"
.
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.
- ^
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. WRDW12
. Retrieved
31 August
2016
.
- ^
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. Newsvine. 11 January 2009
. Retrieved
31 August
2016
.
- ^
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. US Dept of Labor. 19 May 2010
. Retrieved
31 August
2016
.
- ^
a
b
Lee, Dave (1 April 2020).
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.
ft.com
. Retrieved
8 August
2023
.
- ^
a
b
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.
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. Retrieved
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2023
.
- ^
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"
.
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. Retrieved
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2023
.
- ^
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.
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. Retrieved
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2023
.
- ^
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.
businesswire.com
. 28 July 2021
. Retrieved
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2023
.
Consolidation of a hybrid business model thanks to the deployment of the TP Cloud Campus platform ? a remote, cloud-based customer experience management solution ? in 52 countries at end-June vs. 32 countries at end-2020, and nearly 240,000 employees working from home
- ^
Walker, Peter (26 March 2021).
"
'Missing from desk': AI webcam raises remote surveillance concerns"
.
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.
- ^
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.
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.
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.
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- ^
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.
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.
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.
External links
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Last updated: 30 September 2023
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