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Teleperformance - Customer Management Services

Teleperformance - Customer Management Services

Who Is This Vendor Assessment For?

NelsonHall’s Customer Management Services (CMS) profile on Teleperformance is a comprehensive assessment of Teleperformance’s offerings and capabilities designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CMS and identifying vendor suitability for CMS RFPs
- Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the support services sector.

Key Findings & Highlights

In August 2014, Teleperformance acquired Aegis’ U.S., Philippines and Cost Rican operations for $610m.
Teleperformance currently has close to 190k employees working from 311 delivery centers in 65 countries, providing support in 75 languages.
It offers customer management services in:
- Customer care
- Sales
- Technical support
- Collections
- Fulfilment and back-office.

Scope of the Report

The report provides a comprehensive and objective analysis of Teleperformance’s CMS offerings and capabilities, and market and financial strengths, including:
Identification of the company’s strategy, emphasis, and new developments
Analysis of the company’s strengths, weaknesses, and outlook
Revenue estimates
Analysis of the profile of the company’s customer base including the company’s targeting strategy and examples of current contracts
Analysis of the company’s offerings and key service components
Analysis of the company’s delivery organization including the location of delivery locations.

1. Background
2. Revenue Summary
3. Key Offerings
3.1 Technology
3.2 Pricing
4. Delivery Capability and Partnerships
4.1 U.S. and Canada
4.2 LATAM and Spain
4.3 France
4.4 DACH
4.5 Nordic states
4.6 U.K.
4.7 Portugal, Italy, Netherlands
4.8 Russia, Ukraine and Africa
4.9 Middle East and Africa
4.10 India
4.12 Philippines
4.13 Rest of APAC
5. Target Markets
6. Strategy
7. Strengths & Challenges
7.1 Strengths
7.2 Challenges
8. Outlook

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