What it does: Specialises in business process outsourcing or omnichannel customer experience management. The company provides customer care, social media services, debt collection, technical support, customer acquisition, and other services to businesses around the world.
Best known for: Teleperformance has a presence in 80 countries while serving over 170 markets. The company is considered one of the five largest employers in Colombia, the second-largest contact centre outsourcer in terms of revenue in 2003, and the second-largest industry player in the Philippines in terms of employee number as of 2018.
Staff stats: Around 300,000 employees in 80 countries.
The good bits: good opportunities for promotion, friendly colleagues, dedicated management. The not-so-good bits: Though common in the BPO industry, the constantly shifting schedules can be a stressful issue. Low pay, constrictive rules, micro-management, and a high turnover rate are recurring problems.
Hiring grads with top marks in: Most entry-level roles accept graduates from any field, especially for customer service representatives where more value is placed on oral and written communication skills, the ability to work various shifts while multitasking, and having strong problem-solving skills.
In June 1978, Daniel Julian, a French businessman and now the company's Chairman of the Board, established Teleperformance in Paris. In the 1980s, the company established its international subsidiaries in Italy, Belgium, Germany, Spain, and the United Kingdom. Teleperformance was established in the USA in 1993 and branched out to Singapore and the Philippines in 1996.
Since then, the company has expanded more and more around the world throughout the Americas, Eastern Europe, and the Middle East, among others. In India, Teleperformance began its operations in Gurgaon in 2001, while pioneering a move to non-metro locations such as Jaipur and Indore.
In 2003, the company became the second-largest contact centre outsourcer in the world in terms of revenue. Today, Teleperformance has over 300,000 employees across 80 countries while serving 170 markets in over 265 dialects and languages.
The recruitment process varies from role to role. Candidates can expect a series of phone, one-on-one, or panel interviews with the hiring manager, and a number of computer-based aptitude tests in typing speed, English, computer and internet knowledge, sales knowledge, and active listening. The process tends to be fast and straightforward, with most hiring decisions made in one to two days.
Teleperformance has diverse employee engagement efforts that include the For Fun Festival, an annual event that showcases employees with a passion for dance, music, art, and photography, the Teleperformance Sports Club, a worldwide program that promotes sports for a higher quality of life, and Passion 4u, another worldwide program that features anti-stress initiatives in fitness, health literacy, and happiness at work, among others.
Low salary, especially for graduates, is a recurring issue among major job sites. The average monthly salary for a Customer Service Representative is Rs 16,045, and Rs 23,562 per month for a Technical Support Executive. Benefits reported include Employee’s State Insurance, provident fund, free transportation, and paid leaves.
Low basic salary is a common issue among Filipino workers. The average monthly salary for a Customer Service Representative is ₱15,000. Employees may receive HMO benefits, attendance and performance bonuses, night differential, vacation leaves, rice allowance, and government-mandated benefits.
Teleperformance in the Philippines, Brazil, Colombia, Dominican Republic, China, Portugal, Mexico, and El Salvador, was certified as a Great Place to Work® from the Great Place to Work® Institute. In 2018, it has also been recognised as an Aon Best Employer in around seven countries. Supportive management and friendly employees have been cited as positive aspects of the culture at Teleperformance.
Teleperformance has two corporate initiatives, Citizen of the Planet launched in 2008, and Citizen of the World launched in 2006. These programs seek to protect the environment and help the less fortunate by allowing employees to donate money and goods to causes and taking part in volunteering activities. The company is a signatory of the United Nations Global Compact with codes and policies that are in line with compact's ten principles.
If you’re a graduate looking to get into the BPO industry with goals of learning customer support skills, Teleperformance has much to offer. Know, however, that pay, benefits, and constricting rules may be an issue if you’re a worker motivated by freedom and remuneration.