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Teleperformance

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Teleperformance SE
Company typeSocietas Europaea
ISINFR0000051807
IndustryBusiness process outsourcing
Founded1978; 46 years ago (1978) in France
FounderDaniel Julien
Headquarters48°52′31″N 2°18′08″E / 48.8754°N 2.3023°E / 48.8754; 2.3023,

Paris, Île-de-France
,
France
Area served
Worldwide
Key people
Daniel Julien
(Chairman & CEO)
Thomas Mackenbrock
Olivier Rigaudy
Agustin Grisanti
Scott Klein (deputy CEOs)
Services
RevenueIncrease €8.34 billion (2023)[1]
Increase €1.01 billion (2023)[1]
Decrease €602 million (2023)[1]
Number of employees
Decrease 410,000 (2022)[2]
Websiteteleperformance.com
Footnotes / references
[3]

Teleperformance SE is a French multinational business process outsourcing company founded in 1978 with headquarters in France. It provides services for debt collection, telemarketing, customer relationship management, content moderation, and communication.[4]

History

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Daniel Julien created Teleperformance in Paris in June 1978.[5] In 1986, Teleperformance established international subsidiaries in Belgium and Italy. Two years later, Teleperformance expanded into Spain, Germany, Sweden and the United Kingdom. Rochefortaise Communication merged with Teleperformance International in 1999 to form S.R. Teleperformance. This company became Teleperformance in 2006.[6]

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.[7] From 1998 through 2002, the Teleperformance network expanded into Argentina,[8] Brazil[9] and Mexico.[10]

Teleperformance USA purchased AOL's 400-employee call center in Ogden, Utah, in 2006.[11]

In 2007, Teleperformance acquired a 100% interest in Twenty4help, a European technical support company, and AllianceOne, a US-based accounts receivable management company.[12] In 2008, the group's operations and strategy were centralized under the responsibility of Daniel Julien and Jacques Berrebi. Teleperformance acquired The Answer Group.[13]

In 2010, Teleperformance acquired Scottish outsourcing call center beCogent for £35 million.[14] It ceased operations in December 2021 mainly due to the impact of the COVID-19 pandemic and remote work.[15] By 2013 Teleperformance had six contact centers in Tunisia.[16] In 2013, Teleperformance acquired full control of TLS Contact.[17] In 2014, Teleperformance acquired Aegis USA Inc., an outsourcing and technology company in the United States, the Philippines and Costa Rica.[18]

In August 2016 Teleperformance purchased California-based LanguageLine Solutions LLC for $1.52 billion from a US-based private equity firm, Abry Partners.[19]

Teleperformance secured multiple United Kingdom government and NHS contracts to operate support services for the public during the COVID-19 pandemic.[20] In 2020, Teleperformance launched Teleperformance Cloud Campus in Portugal, with mobile cloud-enabled workstations for virtual onboarding, training, and employee meetings.[21]There are currently cloud campus hubs in the Philippines and Mexico.[22]

In January 2024, Teleperformance completed the acquisition of Majorel, acquiring 99% of the company's shares from Bertelsmann and Moroccan real estate company Saham,[23] in exchange for 3 billion euros and a 4% stake in Teleperformance.[24]

Corporate affairs

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The key trends for Teleperformance are (as of the financial year ending December 31):[25][26]

Revenue (€ m) Net profit (€ m) Total assets (€ bn) Employees (k)
2012 2,347 128 1.9 137
2013 2,433 129 1.8 148
2014 2,758 150 2.9 181
2015 3,398 200 3.0 188
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 in January 2009 and returned in 2012, at the age of 70.[27][28] Co-founder Daniel Julien remained as chairman of the board, and Paulo César Salles Vasques was announced as the new chief executive officer of the group.[29][18][30]

Following Vasques' resignation in October 2017, Julien was appointed as group chief executive officer by the board of directors.[31] In June 2023, Bhupender Singh was appointed as Teleperformance Group Deputy Chief Executive Officer.[32]In August 2024, Olivier Rigaudy, Agustin Grisanti and Scott Klein were appointed as deputy CEOs,[33] and when Singh departed in October 2024, his role was assumed by Thomas Mackenbrock.[34]

Awards

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  • 2023 - Fortune 100 Best Companies to Work For[35]
  • 2023 - Bronze Stevie Award for Innovation in Customer Service[36]
  • 2024 - GlobalCapital's French Deal of the Year Award[37]
  • 2024 - Certified Great Place to Work - USA[38]

Controversies

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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.[39][40] On 19 May 2010, a settlement was reached for approximately $2 million to be paid to 15,862 workers in 10 US states.[41] Instead of an out of court settlement, Teleperformance lost a similar case in the Netherlands Supreme Court and the Court of Appeal in The Hague.[42]

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 work spaces and were unable to meet social distancing requirements. The Financial Times was able to verify this, including in a Cebu City office.[43] 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.[43][44]

In 2021, Teleperformance employees who work from home were sent contract addendums that would allow monitoring by AI-powered cameras to ensure compliance with security policies and to spot check for home-working infractions.[45][46] As of August that year, the remote monitoring had been rolled out to India, Mexico, and the Philippines.[46][47][48] UK employees were told remote scans would not be used for them,[49][45] and Albania ruled out the use of webcams through their Data Protection Commission.[46] An Apple spokesperson reported Apple "prohibits the use of video or photographic monitoring by our suppliers and have confirmed Teleperformance does not use video monitoring for any of their teams working with Apple."[46]

Uber reported that it requested the following audit logs for its workers: monitoring to verify that only a hired employee is accessing data; that outsourced staff were not recording screen data on another device; and that no unauthorized person was near the computer.[46] An Amazon spokesperson reported Amazon did not request additional monitoring for at-home workers.[46]

In Colombia, the union Utraclaro, affiliated to UNI Global Union, has organized Teleperformance Colombia employees, including moderators.[50][51] 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, alleging Ultraclaro did not follow proper processes when ratifying its bargaining demands.[52] In November 2022, the Ministry of Labour launched an investigation into the company.[53] After the announcement of the investigation, shares in the company dropped by 34%.[54] 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."[51]

In April and May 2023, the company signed a global framework agreement enabling workers in Colombia, Romania and Poland to unionize.[55]The Ministry of Labor later closed their investigation into Teleperformance, without any findings against the company.[56][57][58]

In February 2024, Teleperformance received a certificate for diversity and inclusion management in Colombia from AENOR.[59]

Content moderation

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See also: Content moderation and working conditions

Teleperformance employs content moderators for platforms including TikTok, with moderators in Tunisia and Colombia, reviewing explicit content to remove it from the platform.[60][53] Its "Trust and Safety" branch and moderation program were launched in 2019.[61] 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.[62] 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.[63][60]

Following the announcement, UNI Global Union released a statement, stating "we believe that Teleperformance's decision to re-enter full-service content moderation is a positive step."[64]

References

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  1. ^ a b c "2023 Annual Results - Press Release" (PDF). Teleperformance.
  2. ^ "2022 Annual Results - Press Release" (PDF). Teleperformance.
  3. ^ "comptes-conso-2022-vf-def" (PDF). 23 February 2023.
  4. ^ "Teleperformance". Forbes.
  5. ^ "La France championne du monde". 29 March 2012.
  6. ^ "An Interview with Daniel Julien, Chief Executive Officer, Teleperformance Group Inc".
  7. ^ "SR Teleperformance S.A".
  8. ^ "Company Overview of Teleperformance Argentina SA". Bloomberg News.
  9. ^ "Teleperformance abre nova unidade no Nordeste e irá gerar mais de 3.000 empregos".
  10. ^ "Teleperformance Opens 17th Center in Mexico, with $6 Million Puebla Investment". 18 June 2014.
  11. ^ Buffardi, Michelle (23 October 2006). "Teleperformance USA Buys AOL Call Center". EE Times. Retrieved 4 September 2016.
  12. ^ "French Call Center Giant Acquires Debt Collector AllianceOne". Inside Arm. 1 August 2007. Retrieved 5 September 2016.
  13. ^ "TELEPERFORMANCE ACQUIRES THE ANSWER GROUP". Chief Marketer. 24 December 2008. Retrieved 5 September 2016.
  14. ^ "BeCogent call centre firm sold to Teleperformance". BBC. 18 August 2010. Retrieved 31 August 2016.
  15. ^ "Teleperformance to close Airdrie contact centre base". 25 March 2021.
  16. ^ Aizicovici, Francine (4 April 2013). "Teleperformance et ses pratiques sociales "à l'épreuve" pour neuf mois". Le Monde.fr. Retrieved 7 September 2016.
  17. ^ "TELEPERFORMANCE ACQUIERT 100% DE SA FILIALE TLSCONTACT". Capital. 29 January 2013. Archived from the original on 16 September 2016. Retrieved 7 September 2016.
  18. ^ a b Robert, Martine (10 July 2014). "Teleperformance mise 610 millions sur les Etats-Unis". Les Echos. Retrieved 7 September 2016.
  19. ^ Ricadela, Aaron (22 August 2016). "Teleperformance of France Buying LanguageLine for $1.52 Billion". Bloomberg News. Retrieved 13 September 2016.
  20. ^ "Contact centre firm Teleperformance reports significant growth through pandemic". The Irish News. 16 June 2022. Retrieved 8 April 2024.
  21. ^ Freire, Mafalda (3 September 2020). "Teleperformance lança novo modelo de negócio de trabalho remoto em equipa". Business-IT (in European Portuguese). Retrieved 15 July 2024.
  22. ^ "Teleperformance conecta a México con las marcas más grandes del mundo a través del nearshoring". Forbes México (in Spanish). 6 May 2024. Retrieved 28 October 2024.
  23. ^ Ammachchi, Narayan (2 January 2024). "Finally, Teleperformance Becomes Full Owner of Majorel - Nearshore Americas". Retrieved 15 July 2024.
  24. ^ Ammachchi, Narayan (2 January 2024). "Finally, Teleperformance Becomes Full Owner of Majorel - Nearshore Americas". Nearshore Americas. Retrieved 24 March 2024.
  25. ^ "Teleperformance Fundamentalanalyse | KGV | Kennzahlen". boerse.de (in German). Retrieved 17 July 2024.
  26. ^ "Teleperformance Dividende | KGV | Bilanz | Umsatz | Gewinn - boerse.de". 26 February 2021. Archived from the original on 26 February 2021. Retrieved 17 July 2024.
  27. ^ "TELEPERFORMANCE: Jacques Berrebi organizes his retirement". Market Wired. 30 November 2007. Archived from the original on 17 September 2016. Retrieved 5 September 2016.
  28. ^ Barnard, Patrick (1 January 2008). "Teleperformance Chairman to retire". Customer Interaction Solutions. Archived from the original on 8 October 2016. Retrieved 5 September 2016.
  29. ^ "Teleperformance nomme Paulo César Salles Vasques directeur général". Les Echos. 31 May 2013. Retrieved 7 September 2016.
  30. ^ "Teleperformance vise une nouvelle année de croissance en 2014". Les Echos. 7 September 2016. Retrieved 7 September 2016.
  31. ^ "GOVERNANCE STRUCTURE". 13 October 2017.
  32. ^ "Teleperformance Appoints Bhupender Singh as Deputy Chief Executive Officer" (Press release). Business Wire. 19 June 2023.
  33. ^ "Teleperformance: departure of Bhupender Singh, recall of Majorel's old guard". The French Forum (in French). 30 August 2024. Retrieved 21 October 2024.
  34. ^ Quiret, Matthew (24 August 2024). "Teleperformance's new leaders watch for the AI bubble to burst". Les Echos (in French).
  35. ^ "Teleperformance". Fortune. Retrieved 19 February 2024.
  36. ^ "2023 Stevie Winners, Stevie Awards Asia Pacific". www.asia.stevieawards.com. Retrieved 4 February 2024.
  37. ^ "Societe Generale awarded". Société Générale. Retrieved 29 April 2024.
  38. ^ "Great Places to Work - Teleperformance". Great Place To Work. Retrieved 2 October 2024.
  39. ^ Thomas, Chris (10 September 2008). "Only on 12: Teleperformance facing class action lawsuit". WRDW12. Retrieved 31 August 2016.
  40. ^ "Wage and Hour Class Action Lawsuit Against Teleperformance". Newsvine. 11 January 2009. Retrieved 31 August 2016.
  41. ^ "Salt Lake City-based Teleperformance USA pays almost $2 million in back overtime wages following US Department of Labor investigation". US Dept of Labor. 19 May 2010. Retrieved 31 August 2016.
  42. ^ ANP (13 September 2024). "Supreme Court rules that obliged early arrival for work counts as paid hours". NL Times.
  43. ^ a b Lee, Dave (1 April 2020). "Amazon contractors enduring 'subhuman' conditions in Philippines | Financial Times". ft.com. Retrieved 8 August 2023.
  44. ^ Solon, Olivia; Glaser, April (15 October 2020). "High risk, low pay, little choice at Amazon Ring call centre, fearful workers say". NBC News. Retrieved 8 August 2023.
  45. ^ a b Walker, Peter (26 March 2021). "Call centre staff to be monitored via webcam for home-working 'infractions'". the Guardian. Retrieved 8 August 2023.
  46. ^ a b c d e f Solon, Olivia (8 August 2021). "Big Tech call center workers face pressure to accept home surveillance". NBC News. Retrieved 8 August 2023.
  47. ^ Walker, Peter (26 March 2021). "'Missing from desk': AI webcam raises remote surveillance concerns". the Guardian. Retrieved 8 August 2023.
  48. ^ Lavelle, Moira (13 May 2021). ""For them you're not a human being": Meet the migrants answering phones for Big Tech". restofworld.
  49. ^ Walker, Peter (21 April 2021). "Call centre firm tells UK homeworkers they will not be watched with webcam". The Guardian.
  50. ^ McIntyre, Niamh (19 April 2023). "Teleperformance signs 'historic agreement' allowing Colombian workers to unionise". The Bureau of Investigative Journalism. Retrieved 21 May 2023.
  51. ^ a b "TELEPERFORMANCE : A REÇU UNE CERTIFICATION DE BUREAU VERITAS". www.tradingsat.com. 7 December 2022.
  52. ^ McIntyre, Niamh; Bradbury, Rosie; Perrigo, Billy (20 October 2022). "Behind TikTok's boom: A legion of traumatised, $10-a-day content moderators". The Bureau of Investigative Journalism. Retrieved 21 May 2023.
  53. ^ a b Perrigo, Billy (10 November 2022). "TikTok's Subcontractor in Colombia Under Investigation for Traumatic Work". TIME. Retrieved 21 May 2023.
  54. ^ "France's Teleperformance to buy back shares after sell-off on probe news". Reuters. 10 November 2022. Retrieved 28 October 2024.
  55. ^ "Teleperformance signs 'historic agreement' allowing Colombian workers…". TBIJ. Retrieved 21 August 2024.
  56. ^ Cantu, Cesar (23 July 2024). "Why is Colombia's Labor Ministry Cracking Down on Call Centers? - Nearshore Americas". Retrieved 21 August 2024.
  57. ^ infotech (29 July 2023). "BPO major Teleperformance reports €3.96 bn revenue in first-half". InfotechLead. Retrieved 21 August 2024.
  58. ^ "City of Warren Gen. Emps' Sys. v. Teleperformance SE, 23-24580-CIV-ALTONAGA/Reid | Casetext Search + Citator". casetext.com. 22 May 2024. Retrieved 21 August 2024.
  59. ^ Zonebourse (22 February 2024). "Teleperformance : certifié diversité et inclusion en Colombie - Zonebourse". www.zonebourse.com (in French). Retrieved 16 September 2024.
  60. ^ a b Berthelot, Benoit; Ren, Henry (19 March 2023). "TikTok's Moderators Still Review Child Abuse Despite Vow to Exit". Bloomberg.com. Retrieved 8 August 2023.
  61. ^ Levine, Alexandra S. (4 August 2022). "TikTok Moderators Are Being Trained Using Graphic Images Of Child Sexual Abuse". Forbes. Retrieved 21 May 2023.
  62. ^ Levine, Alexandra S. (17 November 2022). "Top TikTok Moderator Exits 'Highly Egregious Part' Of Content Moderation Business Over Investor Outcry". Forbes . Retrieved 21 May 2023.
  63. ^ Berthelot, Benoit (23 March 2023). "TikTok's Moderator Reverses Vow to Exit 'Egregious' Content". Bloomberg Law. Retrieved 21 May 2023.
  64. ^ "UNI's statement on Teleperformance continuing full-service content moderation". UNI Global Union. Retrieved 26 June 2024.
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