Vendor Analysis
published on Nov 07, 2012
Report Overview:
This NelsonHall vendor assessment analyzes Teleperformance's offerings and capabilities in Customer Management Services. Teleperformance is one of a number of Customer Management Services companies analyzed in NelsonHall's comprehensive industry analysis programs.
Who is this Report for:
NelsonHall's customer management services profile on Teleperformance is a comprehensive assessment of Teleperformance's customer management services offerings for organizations and capabilities designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of customer management services (CMS) to serve organizations and identifying vendor suitability for CMS RFPs
- Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the support services sector
Scope of this Report:
The report provides a comprehensive and objective analysis of Teleperformance's customer management services, capabilities, and market and financial strength, including:
- Identification of the company's strategy, emphasis, and new developments
- Analysis of the company's strengths, weaknesses, and outlook
- Revenue estimates
- Analysis of the profile of the company's customer base including the company's targeting strategy and examples of current contracts
- Key client case studies
- Analysis of the company's offerings and key service components
- Analysis of the company's delivery organization including the location of delivery locations.
Key Findings & Highlights:
Teleperformance's CMS offerings include:
- Customer acquisition, prospecting and care
- Cross and up sell
- Technical support
- Analytics
In 2011 Teleperformance operated across 49 countries. During that year Teleperformance opened six greenfield sites globally:
- Blagnac in France
- Two contact centers Cebu and Fairview in the Philippines
- Primerva in Salvador
- Connecta in Colombia
- Aqua in Costa Rica.
Teleperformance has traditionally targeted large (>1,000 CMS service FTE opportunities) or Fortune 500 companies but has, in recent years, shown a willingness to take on smaller opportunities and provide increasing levels of support as the clients grew.