Teleperformance SE (TP) is an omnichannel company headquartered in France. The company provides customer acquisition, customer care, technical support, debt collection, social media, and other services around the world. Teleperformance has 383,000 employees[1] across 450 contact centers in 83 countries and serves over 170 markets. Teleperformance is introducing new security technology that allows employees to continue working from home. In doing so, there has been some debate about the use of video security applications.
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 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.
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.[7] From 1998 through 2002, the Teleperformance network expanded throughout the Americas, into Argentina,[8] Brazil and[9] Mexico.[10]
In 2003, Teleperformance became the world's second largest contact center outsourcer in terms of revenue.[11] In 2005, Teleperformance's revenues exceeded 1 billion EUR for the first time. In 2006, they acquired Teleperformance Russia.[12] 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.[13]
In 2007, Teleperformance acquired 100% interest in Twenty4help, the European technical support leader; AllianceOne, a leading US accounts receivable management company;[14] 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.[15] 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.[16]
In 2010, Teleperformance acquired Scottish outsourcing call center 'beCogent' for £35 million.[17] In 2012, Teleperformance opened 5 multilingual, multi-cultural hubs to serve Europe and other markets.[18] By 2013 Teleperformance had six contact centers in Tunisia.[19] In 2013, Teleperformance acquired full control of TLS Contact.[20] 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.[21] From 2014 to 2016, Teleperformance created and/or opened fifteen new centers worldwide. These included centers in the United States,[22] Canada, the United Kingdom,[23] Indonesia, China, the Philippines,[24] Guyana,[25] Portugal,[26] Colombia,[27] Surinam,[28] Dubai,[29] Albania,[30] Egypt,[31] Australia[32] and Lithuania.[33] In January 2019, Teleperformance announced a second premises in Cairo. 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.[34]
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.[35] 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.[36] In August 2016 Teleperformance purchased California-based LanguageLine Solutions LLC for $1.52 billion from a US-based private equity firm, Abry Partners.[37] In June 2018, Teleperformance announced it would acquire Intelenet for $1 billion. The acquisition was concluded on 5 October 2018
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