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Teleperformance - CMS in Retail Sector

Vendor Analysis

by NelsonHall Analyst

published on Jun 20, 2013

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Report Overview:

The Teleperformance Group (Teleperformance) is a French-headquartered company offering outsourced customer relationship management (CRM) and contact center services.

Who is this Report for:

NelsonHall's CMS in retail industry sector profile on Teleperformance is a comprehensive assessment of Teleperformance's retail sector customer management services (CMS) offerings and capabilities designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of CMS to serve the retail sector 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 retail sector CMS offerings, 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 retail sector customer base, including the company's targeting strategy and examples of current contracts
  • Analysis of the company's retail sector CMS offerings and key service components
  • Analysis of the company's delivery organization including the geography of delivery locations used for retail sector clients.

Key Findings & Highlights:

The Teleperformance Group (Teleperformance) is a French-headquartered company offering outsourced customer relationship management (CRM) and contact center services.

The company has ~70 retail sector clients and is positioning itself to offer premium-level contact center services in the retail sector through its Platinum service.

Current Teleperformance retail clients include:

  • American multinational direct-selling retailer
  • French-based multinational grocery chain
  • German-based wholesale retailer
  • Global high-end clothing lines
  • U.K.-based department stores.

Teleperformance's CMS offerings for retailers include customer experience, sales revenue generation, collections and technical support.

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