Teleperformance Group

Teleperformance Group is a member of the multi-channel customer service outsourcing market, providing customer service, technical support, consumer attraction and debt collection services, working with companies around the world.

Assets

As of August 2016, Teleperformance Group is about 147,000 workstations in 311 contact centers located in 65 countries. The company has more than 190,000 employees serving more than 160 markets. The company provides services in 75 languages and dialects for large international customers from various business industries.

Performance indicators

In 2015, the company's consolidated revenue amounted to €3.4 billion ($3.7 billion, according to the rate of €1 = $1.11).

In 2013, the company announced consolidated income of €2.433 million ($3.236 million, based on €1 = $1.33).

Business in Russia

Business in Russia is represented by Teleperformance Russia & Ukraine.

History

2021: Teleperformance customers are forced to work from home under video surveillance

In early August 2021, it became known that the Colombian call center Teleperformance, used by Apple, Amazon and other technology giants, forces its remote employees to work from home under video surveillance to monitor performance.

Six Teleperformance employees reported relevant contract changes. The company forced them to sign new conditions under the threat of punishment or loss of work. One of the employees said that in March 2021 she signed a new contract, in the text of which home video surveillance was agreed. However, so far, according to her, no surveillance system has been established.

The contract allows us to constantly monitor our work, but at the same time the company intervenes in our personal life, "said another employee. "We don't work in the office. I work from my bedroom and I don't want a camera here.

Call center provider for Apple and Amazon Teleperformance forces remote employees to work from home under video surveillance

Apple spokesman Nick Leahy explained that Apple "prohibits the use of video or photographic monitoring in partner companies." Leahy said Apple audited Teleperformance in Colombia this year and found "no serious violations of our strict standards." The audit confirmed that Teleperformance does not use video monitoring of commands working with Apple.

It seems that pressure in favor of strengthening home surveillance comes from companies such as Uber, and not Apple. Data collected for Uber confirms that only authorized employees had access to the data and that outsiders did not use the computer. Teleperformance reports that AI-based video analysis is being tested in three markets. Employees testing the technology agreed to collect biometric data.^[1]

2016: Purchase of LanguageLine Solutions for $1.5 billion

In August 2016, it became known that Teleperformance Group, a provider of outsourcing management of omnichannel customer experience, reached a final agreement to acquire and acquire LanguageLine Solutions LLC, owned by ABRY Partners and minority shareholders.

The company's development - Olympus - is a cloud language platform that rethinks the translation of 'on demand'. It provides interpretation, translation and localization by telephone, videoconferencing InSight and in person, as well as bilingual staff, testing and training for translators.

The total amount of the transaction after closing will be $1.522 billion. The takeover will be fully financed by borrowed funds raised from Crédit Could, HSBC and Société Générale. Paul Hastings LLP and Linklaters LLP acted as legal advisers to Teleperformance in the process of takeover and raising funding, respectively. Credit Suisse and Morgan Stanley acted as financial advisers to LanguageLine Solutions in the deal, Kirkland & Ellis LLP as legal advisers.

2014: Aegis takeover in USA

On July 9, 2014, Teleperformance announced an agreement to acquire Aegis Corporation in the United States, a major outsourcing and technology company in the United States, the Philippines and Costa Rica.

The acquired business shows a total annual revenue of $400 million and more than 19,000 full-time employees in 16 centers in 3 countries, serving several premium customers in various key emerging industries in the US market.

The transaction fee is $610 million. United States upon completion. As a result of the agreement, which is not subject to the financial agreement, the consolidated ratio of income arrears before interest, taxes and depreciation for Teleperformance Group will remain below 1. The transaction is expected to be completed in the third quarter of 2014, subject to regulatory approval and other standard terms at the conclusion of the transaction.

Daniel Julien, chairman of the board of directors, and Paulo Cesar Salles Vazquez, chief executive officer of Teleperformance, said:

'We look forward to working with our new customers after the deal is completed. We want to guarantee them that our whole cohesive team seeks to serve them with all dedication, professionalism and enthusiasm. We also want to thank them in advance for giving us the opportunity to become a loyal service provider for them.

Secondly, when the deal is completed, we, in the Teleperformance family, will warmly welcome 19,000 new employees who helped build a strong, effective relationship, and we will welcome them as an integral part of the world leader in CRM services.

Third, it will be a historic deal for Teleperformance shareholders, as this acquisition is fully in line with our long-term strategy:

• Thanks to this agreement, we will increase the American market share of Teleperformance, adding $400 million. US to our annual income, nominally a total of $4 billion. US in global income.
• We will significantly strengthen our presence in the areas of healthcare, financial services, travel and hospitality in the USA, thereby continuing to increase the diversification of our business portfolio.
• The transaction will have direct value to Teleperformance shareholders as it will lead to earnings per share rising above 10% starting in 2015, with aggregate earnings before interest, taxes and depreciation exceeding 10%.

As of July 2014, Teleperformance uses 110,000 computerized workstations, with approximately 149,000 employees in 230 contact centers in 62 countries serving more than 150 markets. The company provides services in 63 languages and dialects on behalf of large international companies operating in various business sectors.

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