The Impossible Reimagined
Embedded in the Teleperformance culture is a drive to do more, and defy limitations.
Born from meager beginnings in a small, two-person office in Paris over 40 years ago, Teleperformance is now a global CX leader with more than 380,000 employees. But we have never forgotten our humble roots, or how we defied the odds to accomplish what few companies in history have achieved.
It’s the same pioneering spirit that inspires us today – knowing we all have the ability to dig deep and do more. So, we continue to challenge limitations in our constant pursuit of providing excellent service for our clients.
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The Impossible Reimagined
Embedded in the Teleperformance culture is a drive to do more, and defy limitations.
Born from meager beginnings in a small, two-person office in Paris over 40 years ago, Teleperformance is now a global CX leader with more than 380,000 employees. But we have never forgotten our humble roots, or how we defied the odds to accomplish what few companies in history have achieved.
It’s the same pioneering spirit that inspires us today – knowing we all have the ability to dig deep and do more. So, we continue to challenge limitations in our constant pursuit of providing excellent service for our clients.
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Unparalleled Global Presence
Starting as a two-person telemarketing firm, the TP family is now a worldwide industry leader with over 380,000 employees strong, supporting more than 170 countries in 265 languages and dialects.
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Enduring, Pioneering Spirit
During the COVID-19 crisis, Teleperformance defied the odds once again by successfully migrating an unparalleled 80% of active employees to work-at-home within just eight weeks. That’s over 220,000 Teleperformers worldwide!
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Continuous Innovation and Growth
Never complacent, we are constantly striving to deliver the best, most strategic and intelligent services for our clients. It’s this unrelenting drive that has resulted in 30 consecutive quarters of business growth, and has earned TP inclusion in France’s exclusive CAC-40 stock index in 2020.
At Teleperformance, we are passionate about everything we do.
The unsurpassed execution and drive our global workforce in these four, key areas, each and every day, is responsible for our continued success.
- Our People-Focused Culture
- Industry-Leading Experience and Operational Competence
- Strong, Unwavering Client Partnerships
- Constant Business Agility, Resilience, and Innovation
At Teleperformance, we are passionate about everything we do.
The unsurpassed execution and drive our global workforce in these four, key areas, each and every day, is responsible for our continued success.
- Our People-Focused Culture
- Industry-Leading Experience and Operational Competence
- Strong, Unwavering Client Partnerships
- Constant Business Agility, Resilience, and Innovation
Resilience Now Stories
Resilience Now Stories
Helping gaming clients cope with soaring customer support requests during lockdowns
While many industries are facing weak demand, others benefit from consumers spending more time at home, like the gaming industry. Our client had an increase of 5x the number of customer support requests, while at the same time had to secure the health of its support teams.
Our agile deployment of a WAHA model ensured employees’ safety while providing an effective response to the increasing volume demand, making the team 60% more productive.
Helping gaming clients cope with soaring customer support requests during lockdowns
While many industries are facing weak demand, others benefit from consumers spending more time at home, like the gaming industry. Our client had an increase of 5x the number of customer support requests, while at the same time had to secure the health of its support teams.
Our agile deployment of a WAHA model ensured employees’ safety while providing an effective response to the increasing volume demand, making the team 60% more productive.
Automating restaurant delivery during the COVID-19 outbreak
Our client experienced strong demand from both clients and suppliers with consumers under lockdown at many markets simultaneously.
Deflection from Voice-to-Messaging assured support continuity while improving NPS* and Customer Satisfaction
We developed a Business Continuity Plan, combining work-at-home with IVR-Deflection from voice to instant messaging solution, which ensured customer queries were handled in an efficient and customer-friendly way while at the same time limiting the time and effort needed from IT.
Combining Instant Messaging with our TP Bot solution Teleperformance ensured a high level of automation, which yielded an improved NPS* & C-SAT.
*NPS® is a registered trademark of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems Inc.
Deflection from Voice-to-Messaging assured support continuity while improving NPS* and Customer Satisfaction
We developed a Business Continuity Plan, combining work-at-home with IVR-Deflection from voice to instant messaging solution, which ensured customer queries were handled in an efficient and customer-friendly way while at the same time limiting the time and effort needed from IT.
Combining Instant Messaging with our TP Bot solution Teleperformance ensured a high level of automation, which yielded an improved NPS* & C-SAT.
*NPS® is a registered trademark of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems Inc.
This is just a very quick email to pass onto you all (and your team) my genuine gratitude and thanks for all your continuing support and hard work in helping the Royal Navy with our recruiting effort. …I know the professionalism, dedication and hard work of you all ensures we carry on attracting people to join the Royal Navy today and in the future.
„Royal Navy - UK
I have been incredibly impressed by the team effort in getting what you have done. I have been immensely proud of your efforts in ensuring we get as many people supporting our customers as possible – this has meant the cross-skilling of some, and indeed a change of channel (or both) for others. To see that effort also translate into positive results is a fabulous achievement.
„NPower, UK
Your team is doing a PHENOMENAL job working with us right now. TP clearly stands out as the partner that has given us the greatest sense of urgency, insights into what is happening across GEOs to plan for, and in rapidly spinning up capacity at a pace for GEOs, LOBs and headcount we never would have dreamed of pre-COVID19. Despite everything on their plates, the responsiveness has been off-the-charts amazing – virtually around the clock
„Sirius XM, USA
I just wanted to say a big thank you and well done for all the hard work you have carried out in the last two weeks trying to set up the teams to work from home. It's been really impressive to see how proactive you have all been and it feels really good now to see some stability and know that you and the teams are all safe.
„Photobox, Albania
TP's support through these times and its adaptability confirms that we have chosen correctly our strategic partner.
„Despegar - Latam
At Grubhub, our priority is delivering an exceptional customer support experience - something that is now more important than ever as we navigate the COVID-19 landscape. Teleperformance has always been a valuable partner to our business and their responsiveness and agility as ou agents’ needs have evolved have played a pivotal role in ensuring our customers are still getting the exceptional support that we’ve promised always deliver.
„Tricia Thomsen
Director, Care (Outsource Partners)
Thank you for all Teleperformance’s support during this contingency, which has allowed us to continue providing an excellent service to our Club Premier Members base. And especially for the incredible assistance of the call center agents, who are the pillar of this company.
The home-office process initial results seem to be very positive, so we are now prepared for an even greater potential eventuality that could arise.
Raúl Gutiérrez – Club Premier
VP IT & Operations
Thank you very much to the entire Teleperformance team. I appreciate your professionalism, corporate values, and your management in the face of this COVID crisis.
Thank you for taking care of yourself as an AM-TP team. I send you a hug, my thanks, and please take good care of yourself, too.
Ivette Bistrain
Contact Center Director
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