TELEPERFORMANCE_Registration_document_2017
INTRODUCTION TO THE GROUP 1.2 Operations and strategy
1
1.2.2 Characteristics by activity
1.2.2.1 Core services Core services include customer relations services (requests for information, subscriptions and sign-ups, customer care, etc.), technical support (repair, optimization, etc.), and customer acquisition (sales and marketing operations).
Though still a small proportion of Group revenue, the share of non-call services (face-to-face, email and chat) is growing steadily. The development strategy of the Group’s omnichannel offering is beginning to bear fruit.
a. Core services key figures Breakdown of 2017 revenue by Core services activities
By service type
By type of contact
By linguistic region
2%
7%
3% 1% 8%
31%
6%
45%
1%
18%
69%
24%
85%
Inbound calls Outbound calls Face-to-face, e-mail, chat, BPO *
EWAP CEMEA
Customer care Technical support
Customer acquisition
Other BPO *
ibero-LATAM
Debt collection
Other
* BPO: Business Process Outsourcing.
b. A comprehensive domestic and offshore solutions offer made possible by an integrated global network Teleperformance offers clients a unique range of customer experience management solutions worldwide thanks to an integrated domestic, nearshore and offshore operations network in 34bcountries.
The offshore service is defined as the ability to serve a market from contact centers located in another country, using the language of the country where the market is located. Teleperformance’s offshore solutions mainly serve the North American market from Mexico (nearshore) and the Philippines (offshore), in English and Spanish, and some European markets (nearshore solutions).
Map of offshore/nearshore Group locations and main markets served
Finland
Sweden
Russia
Norway
Canada Canada
Lithuania
Denmark
Germany
Netherlands
Belgium
Poland
Czech Republic
UK
Ukraine
Luxembourg
Slovakia
Switzerland
Romania
Austria
France
Bulgaria
Kosovo
United States
États-Unis
Italy
Albania
Spain
Portugal
Turkey
China
Japan
Greece
Lebanon
Tunisia
Israel
South Korea
Morocco
Jamaica Dominican Republic
Egypt
India
United Arab Emirates
Mexico
Thailand
Philippines
El Salvador
Costa Rica
Vietnam
Guyana
Malaysia
Suriname
Singapore
Panama
Ecuador
Colombia
Indonesia
Peru
Brésil razil
Chile
Australia
Uruguay
South Africa
Argentina
New Zealand
&RXQWULHV VHUYHG E\ RVKRUH SURJUDPV
&RXQWULHV SURYLGHLQJ RVKRUH QHDUVKRUH SURJUDPV
18
Teleperformance bb - bb Registration documentbb 2017
Made with FlippingBook flipbook maker