Bengaluru, India, Nov 4, 2019 -- Teleperformance could double its India headcount to 150,000 in the next few years, as the company bets on the country both as a delivery location and as a market, the France-based call centre company’s CEO Daniel Julien and India and Middle East head Bhupender Singh said in an interview.
The business process outsourcing company bought India’s Intelenet last year to grow its digital business and offerings. "We don’t have a target, but the market is growing and we could potentially double the headcount in the next few years," Singh said.
Teleperformance is also looking at smaller cities in India to expand operations, he added.
"We did not have enough scale in India before the acquisition and Intelenet also gave a boost to our digital offerings," said Julien, who founded Teleperformance over 40 years ago.
The contact centre market was seeing consolidation, but Teleperfomance would not buy simply for scale, Julien said.
"There is no point in buying companies that do what we do, but less well. We do not have time to fix problems in other companies. We will buy for capabilities or to get new business lines," he said.
Prior to its Intelenet acquisition, Teleperformance had bought the US and Philippines business of BPO company Aegis.
While there were concerns about technology disrupting contact centre companies, in reality, technology had created significantly new business opportunities — such as content moderation for social media — while automating some tasks had left agents free to focus on the customer, Julien said.
Posted by Veronica Silva Cusi, news correspondent
Teleperformance is a global provider of customer experience management in terms of revenue and global scale. We are the industry leader in security and our management has over 30 years of experience working with the most successful companies worldwide. With the strongest financial profile in the contact center space, Teleperformance’s leadership is unparalleled. Teleperformance was founded in 1978 in Paris, France and our U.S. based operations, headquartered in Holladay, Utah, were founded in 1993. Since then, expansion has been fueled by organic growth through additional volume awards by satisfied clients, and through acquisitions. Our combined financial strength, expertise, proven processes, and technology enhance the services and value we deliver to our customers and position us well to partner with clients around the globe.
Published: Tuesday, November 5, 2019
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