Infotech Lead America: Teleperformance says it is bullish on the contact center outsourcing growth opportunities in BRICS (Brazil, Russia, India, China and South Africa).
Teleperformance, a provider of outsourced CRM and contact center services, has operated in some of these countries for over 14 years and their current footprint boasts significant and state-of-the-art operations in all BRICS countries.
Teleperformance recently reported 6.9 percent growth in 2012 revenues to $2.34 billion.
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“The performance in 2012 was primarily driven by the fast growth in businesses in the Ibero-LATAM region, notably in Brazil where we are benefiting from a favorable environment and a premium positioning in expanding industries. In Europe, operations in a certain number of countries, such as the United Kingdom, Spain and Germany, reported a rebound in business and margins,” said Daniel Julien, chairman and CEO of Teleperformance.
In 2013, the company is looking at 3-5 percent growth in revenue.
Paulo Cesar Salles Vasques, chief marketing officer, Teleperformance, said: “We will continue to be fully committed to the BRICS markets in both investments and in high quality operational delivery capabilities.”
Over 25,000 Teleperformance people are already embedded across the BRICS and this represents exceptional positioning to take advantage of both domestic and affiliated non-domestic market growth curves.
Peter Ryan, practices leader of Ovum’s Services Team, said: “In the simplest terms, you have one of the industry’s clear leaders in the contact center outsourcing space completely mobilized and scaled to serve half of the global population for the biggest brands in the world for the BRICS alone. This is indicative of the type of management planning and strategy that helps Teleperformance keep on breaking their own industry records year after year.”
Currently, the group operates about more than 100,000 computerized workstations, with 138,000 employees across more than 270 contact centers in 46 countries serving 78 markets. It manages programs in more than 66 languages and dialects on behalf of major international companies operating in a wide variety of industries.