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Report information:

Teleperformance - Customer Management Services

Vendor Analysis

by NelsonHall Analyst

published on Nov 07, 2012

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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.


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