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Teleperformance - CMS in Retail Banking

Teleperformance - CMS in Retail Banking

Who Is This Vendor Assessment For?
NelsonHall’s CMS in retail banking industry sector profile onTeleperformance is a comprehensive assessment of Teleperformance’sretail banking sector customer management services (CMS) offerings andcapabilities, designed for:

Sourcing managers monitoring the capabilities of existing suppliers ofCMS to serve the retail banking sector and identifying vendorsuitability for CMS RFPs
Vendor marketing, sales and business managers looking tobenchmark themselves against their peers
Financial analysts and investors specializing in the support servicessector.

Key Findings & Highlights
The Teleperformance Group (Teleperformance) is a French-headquarteredcompany offering outsourced customer management services (CMS) andcustomer relationship management (CRM). It was founded in 1978 inParis, France by Daniel Julien, and was listed on the Paris stock exchangein 1987. At the beginning of 2013, the company announced that PauloCesar Salles Vasquez would be taking over as CEO, and Daniel Julienwould continue as the Executive Chairman.Teleperformance currently has ~182k employees working from 274contact centers in 62 countries, providing support in 75 languages. It has~750 clients across all sectors.Teleperformance has been supporting credit card companies since 1992and banking clients since 1997.

Scope of the Report
The report provides a comprehensive and objective analysis ofTeleperformance’s retail banking offerings, capabilities, and market andfinancial strength, including:

Identification of the company’s strategy, emphasis, and newdevelopments
Analysis of the company’s strengths, weaknesses, and outlook
Revenue estimates
Analysis of the profile of the company’s CMS retail banking customerbase, including the company’s targeting strategy and examples ofcurrent contracts
Analysis of the company’s retail banking sector CMS offerings andkey service components
Analysis of the company’s delivery organization including thegeography of delivery locations used for CMS retail banking sectorclients.


1. Background
2. Revenue Summary
3. Key Offerings
4. Delivery Capability and Partnerships
4.1 Partnerships
4.2 Technology
4.3 Pricing
5. Target Markets
6. Strategy
7. Strengths and Challenges
7. 1 Strengths
7. 2 Challenges
8. Outlook

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