Teleperformance provides customer relationship management (CRM) outsourcing services worldwide. It also provides contact center services, operates under various brands, such as Teleperformance for customer acquisition, customer service and customer growth programs, as well as TechCity Solutions and Cash Performance respectively in technical support and debt collection. As of December 31, 2004, the company operated approximately 37,000 computerized workstations across 179 contact centers (including 21 contact centers managed in clients’ premises) in 36 countries, and conducted programs in approximately 35 different languages. The company operates primarily in Europe, the Middle East, North America, South America, and Asia Pacific. The company offers a range of CRM and contact center services that include consulting, customer acquisition, customer care, customer value growth, technical support, debt collection, and market research. Customer acquisition: The company offers business to customer sales, business to business sales, creation of databases, information lines, order taking, traffic generation, list qualification, identification of purchasing intentions and appointment setting. Customer care: SR.Teleperformance's solutions include customer service set-up support, crisis information lines, complaint handling, welcome calls, anti-churn programs, customer win-back / reactivation, technical support and debt collection. Customer value growth: The company’s solutions include programs to encourage consumption, upsales programs, cross-sales programs, affinity programs, and customer referral activities. Technical support: The company offers two different services that include Consumer Technical Support – targeted at end-users and helps them to use technical products (services, software or hardware); and Help-Desk - directed towards employees or partners of companies and assists them in using IT devices and internal telecommunication systems (installation, handling of incidents, and user support). Debt collection: SR.Teleperformance has built its debt collection programs on the basis of permanently evaluating the financial risk of each customer and analyzing the causes of non-payment. Market research: The company conducts market research to understand the evolution of society and the impact this has on modes of consumption; markets and their dynamics (segmentation); creating the relevant indicators for optimizing the marketing mix (pricing, offer / target combinations); creating the required indicators for measuring consumers' affinity with customer brand; measuring the quantitative and qualitative impact of customer activities; conducting benchmarking analyses against competition; and monitoring customer performance over time. History Teleperformance was founded in 1978. It was formerly known as SR.Teleperformance S.A. and changed its name to Teleperformance in November 2006.
teleperformance (RCF:Euronext Paris)
21-25, rue Balzac
Phone: 33 1 53 83 59 00
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