OneOffice Vendor Assessment: Teleperformance 2019

WHAT YOU’LL KNOW AFTER READING

This is a comprehensive, enterprise-focused analysis of Teleperformance that provides information on it’s business strategy, key financials, contract analysis, representative customer base, and geographic scope along with strengths, weaknesses, and key strategic directions. The content of this report is drawn from previously published HFS reports featuring Teleperformance and considers all the services that support the HFS Digital OneOffice Framework.

WHAT THIS ONEOFFICE VENDOR ASSESSMENT COVERS

The following topics are covered in detail:

• Strategy strengths and weaknesses
• Industry and horizontal offerings
• Blueprint performance: Top-10 performance covered from 2014 to 2018
• Financials 
• Location capabilities
• Contract analysis

KEY SERVICE PROVIDER DYNAMICS

Teleperformance has a strong brand and reputation in the contact center space and is a thought leader for omnichannel trends and related services. Known for solid delivery execution, as described by clients, Teleperformance has service delivery down pat. However, after its acquisition of Intelenet, Teleperformance is on the path to renew its brand, services, and offerings as a full service Customer Experience provider. Vertical diversification is the top priority – It will continue to increase the momentum in financial services, retail, tourist and travel agencies, consumer electronics, and new economy companies to offset the telecom vertical dependency.

Teleperformance brings social media expertise, consumer research, and thought leadership to the digitally enabled contact center. Teleperformance is exploring some newer digital channels, such as visual IVR and video chat.

WHO SHOULD READ THIS REPORT

• Sourcing Managers
• Procurement professionals
• Influencers at enterprise buyer organizations
• Outsourcing advisors
• Industry analysts