View source for Teleperformance

{{Short description|Multinational France-based omnichannel outsourcer}}
{{Use dmy dates|date=April 2021}}
{{Infobox company
| name = Teleperformance SE
| image = Teleperformance headquarters.jpg
| logo = [[File:TPlogo2025.svg|frameless|upright=0.45|class=skin-invert]]
| logo_size = 250px
| image_size = 270px
| image_alt = 
| image_caption = Teleperformance headquarters in [[Paris]], [[France]]
| type = ''[[Societas Europaea]]''
| ISIN = {{ISIN|sl=n|pl=y|FR0000051807}}
| traded_as = {{plainlist|
* {{EuronextParis|TEP|FR0000051807|XPAR}}
* [[CAC 40]] component
}}
| founder = Daniel Julien
| area_served = Worldwide
| industry = [[Business process outsourcing]]
| key_people = Daniel Julien <br /><small>([[Chairperson|Chairman]] & [[Chief Executive Officer|CEO]])<br /></small>Thomas Mackenbrock<br />Olivier Rigaudy<br />Agustin Grisanti<br />Scott Klein (deputy CEOs)
| genre = 
| services = {{plainlist|
* [[Call center]]
* [[Outsourcing]]
* [[Customer service|Customer care]]
* [[Sales]]
* [[Technical support]]
* [[Debt collection]]
}}
| revenue = {{increase}} [[Euro|€]]10.28 billion (2024)<ref name="fin2024">{{cite web |title=2024 Annual Results |url=https://www.tp.com/media/q1llntys/tp-2024-annual-results-presentation.pdf |website=Teleperformance |access-date=6 March 2025}}</ref>
| operating_income = {{increase}} €1.082 billion (2024)<ref name="fin2024" />
| net_income = {{decrease}} €523 million (2024)<ref name="fin2024" />
| num_employees = {{decrease}} 410,000 (2022)<ref name=2022AR>{{Cite web |date= |title=2022 Annual Results - Press Release |url=https://www.teleperformance.com/media/0epl2omw/teleperformance-press-release-2022-annual-results-ev-def.pdf |website=Teleperformance}}</ref>
| footnotes = <ref>{{Cite web|date=2023-02-23 |title=comptes-conso-2022-vf-def|url=https://www.teleperformance.com/media/m2pnrilk/comptes-conso-2022-vf-def.pdf}}</ref>
| foundation = {{Start date and age|1978}} in France
| hq_location = {{Coord|48.8754|2.3023}}
| hq_location_city = <br /> [[Paris]], [[Île-de-France]]
| hq_location_country = France
| homepage = {{URL|tp.com}}
}}
'''Teleperformance SE''' is a French [[multinational company|multinational]] [[business process outsourcing]] company founded in 1978 with headquarters in [[France]]. It provides services for debt collection, telemarketing, customer relationship management, [[content moderation]], and communication.<ref>{{cite web |title=Teleperformance |url=https://www.forbes.com/companies/teleperformance/ |website=Forbes}}</ref>

==History==

Daniel Julien created Teleperformance in June 1978, in [[Paris]].<ref>{{Cite web |title=La France championne du monde |date=29 March 2012 |url=https://www.lexpress.fr/economie/emploi/service-client-la-france-championne-du-monde_1098999.html}}</ref> In 1986, Teleperformance established international subsidiaries in Belgium and Italy. Two years later, Teleperformance expanded into Spain, Germany, Sweden and the United Kingdom. Rochefortaise Communication merged with Teleperformance International in 1999 to form S.R. Teleperformance. This company became Teleperformance in 2006,<ref>{{Cite web |title=An Interview with Daniel Julien, Chief Executive Officer, Teleperformance Group Inc. |url=https://www.leadersmag.com/issues/2017.4_Oct/ROB/LEADERS-Daniel-Julien-Teleperformance-Group.html}}</ref>and shortened its name to TP in 2025.

In 1992, Teleperformance USA was established, and Asia-Pacific contact centers were set up in the Philippines and Singapore in 1996. The Group expanded in Europe through numerous acquisitions and subsidiaries in Switzerland, Norway, Denmark, Greece, Spain, the Netherlands and Finland.<ref>{{Cite web |title=SR Teleperformance S.A |url=https://www.encyclopedia.com/books/politics-and-business-magazines/sr-teleperformance-sa}}</ref> From 1998 through 2002, the Teleperformance network expanded into Argentina,<ref>{{Cite web |title=Company Overview of Teleperformance Argentina SA | website=[[Bloomberg News]] |url=https://www.bloomberg.com/Research/stocks/private/snapshot.asp?privcapid=39928788}}</ref> Brazil<ref>{{Cite web |title=Teleperformance abre nova unidade no Nordeste e irá gerar mais de 3.000 empregos |url=https://www.terra.com.br/noticias/teleperformance-abre-nova-unidade-no-nordeste-e-ira-gerar-mais-de-3000-empregos,b3ebb82b9a19ed10534000128b30b335is9kc5lx.html}}</ref> and Mexico.<ref>{{Cite web |title=Teleperformance Opens 17th Center in Mexico, with $6 Million Puebla Investment |date=18 June 2014 |url=https://nearshoreamericas.com/teleperformance-invests-6-million-call-center-puebla/}}</ref>

Teleperformance USA purchased [[AOL]]'s 400-employee call center in Ogden, Utah, in 2006.<ref>{{cite web |last1=Buffardi|first1=Michelle|title=Teleperformance USA Buys AOL Call Center |url=http://www.eetimes.com/document.asp?doc_id=1198225 |publisher=EE Times|access-date=4 September 2016|date=23 October 2006}}</ref>

In 2007, Teleperformance acquired a 100% interest in Twenty4help, a European technical support company, and AllianceOne, a US-based [[accounts receivable]] management company.<ref>{{cite web|title=French Call Center Giant Acquires Debt Collector AllianceOne|url=http://www.insidearm.com/daily/debt-collection-news/debt-collection/french-call-center-giant-acquires-debt-collector-allianceone/|publisher=Inside Arm|access-date=5 September 2016|date=1 August 2007}}</ref> In 2008, the group's operations and strategy were centralized under the responsibility of Daniel Julien and Jacques Berrebi. Teleperformance acquired The Answer Group.<ref>{{cite web|title=TELEPERFORMANCE ACQUIRES THE ANSWER GROUP|url=https://www.chiefmarketer.com/teleperformance-acquires-the-answer-group/|publisher=Chief Marketer|access-date=5 September 2016|date=24 December 2008}}</ref>

In 2010, Teleperformance acquired Scottish outsourcing call center beCogent for £35 million.<ref>{{Cite news|title=BeCogent call centre firm sold to Teleperformance|url=https://www.bbc.com/news/uk-scotland-11007373|publisher=BBC|access-date=31 August 2016|date=18 August 2010}}</ref> It ceased operations in December 2021 mainly due to the impact of the [[COVID-19 pandemic]] and [[remote work]].<ref>{{cite web | url=https://www.dailyrecord.co.uk/news/local-news/teleperformance-close-airdrie-contact-centre-23793142 | title=Teleperformance to close Airdrie contact centre base | date=25 March 2021 }}</ref> By 2013 Teleperformance had six contact centers in Tunisia.<ref>{{Cite news |last1=Aizicovici | first1=Francine |title=Teleperformance et ses pratiques sociales "à l'épreuve" pour neuf mois | url=http://www.lemonde.fr/economie/article/2013/04/04/teleperformance-et-ses-pratiques-sociales-a-l-epreuve-pour-neuf-mois_3153415_3234.html?xtmc=teleperformance_et_ses_pratiques_sociales_a_l_epreuve_pour_neuf_mois&xtcr=1 |newspaper=Le Monde.fr |access-date=7 September 2016|date=4 April 2013}}</ref> In 2013, Teleperformance acquired full control of TLS Contact.<ref>{{cite web | title=TELEPERFORMANCE ACQUIERT 100% DE SA FILIALE TLSCONTACT | url=http://www.capital.fr/bourse/actualites/teleperformance-acquiert-100-de-sa-filiale-tlscontact-807130|publisher=Capital|access-date=7 September 2016 | date=29 January 2013|archive-date=16 September 2016|archive-url=https://web.archive.org/web/20160916120141/http://www.capital.fr/bourse/actualites/teleperformance-acquiert-100-de-sa-filiale-tlscontact-807130}}</ref> In 2014, Teleperformance acquired Aegis USA Inc., an outsourcing and technology company in the United States, the Philippines and Costa Rica.<ref name="610millions" />

In August 2016 Teleperformance purchased California-based LanguageLine Solutions LLC for $1.52 billion from a US-based private equity firm, Abry Partners.<ref>{{cite web |last1=Ricadela |first1=Aaron |title=Teleperformance of France Buying LanguageLine for $1.52 Billion |url=https://www.bloomberg.com/news/articles/2016-08-22/teleperformance-of-france-buying-languageline-for-1-52-billion | work=[[Bloomberg News]] |access-date=13 September 2016 |date=22 August 2016}}</ref>

Teleperformance secured multiple [[United Kingdom government]] and [[NHS]] contracts to operate support services for the public during the COVID-19 pandemic.<ref>{{Cite web |date=2022-06-16 |title=Contact centre firm Teleperformance reports significant growth through pandemic |url=https://www.irishnews.com/business/2022/06/16/news/contact-centre-firm-teleperformance-reports-significant-growth-through-pandemic-2744367/ |access-date=2024-04-08 |website=The Irish News |language=en}}</ref> In 2020, Teleperformance launched Teleperformance Cloud Campus in Portugal, with mobile cloud-enabled workstations for virtual onboarding, training, and employee meetings.<ref>{{Cite web |last=Freire |first=Mafalda |date=2020-09-03 |title=Teleperformance lança novo modelo de negócio de trabalho remoto em equipa |url=https://business-it.pt/2020/09/03/teleperformance-lanca-novo-modelo-de-negocio-de-trabalho-remoto-em-equipa/ |access-date=2024-07-15 |website=Business-IT |language=pt-PT}}</ref> There are currently cloud campus hubs in the [[Philippines]] and [[Mexico]].<ref>{{Cite web |last= |first= |date=2024-05-06 |title=Teleperformance conecta a México con las marcas más grandes del mundo a través del nearshoring |url=https://forbes.com.mx/teleperformance-conecta-a-mexico-con-las-marcas-mas-grandes-del-mundo-a-traves-del-nearshoring/ |access-date=2024-10-28 |website=Forbes México |language=es}}</ref>

In January 2024, Teleperformance completed the acquisition of [[Majorel]], acquiring 99% of the company's shares from [[Bertelsmann]] and Moroccan real estate company Saham,<ref>{{Cite web |last=Ammachchi |first=Narayan |date=2024-01-02 |title=Finally, Teleperformance Becomes Full Owner of Majorel - Nearshore Americas |url=https://nearshoreamericas.com/finally-teleperformance-becomes-full-owner-of-majorel/ |access-date=2024-07-15 |language=en}}</ref> in exchange for 3 billion euros and a 4% stake in Teleperformance.<ref>{{cite web |last1=Ammachchi |first1=Narayan |title=Finally, Teleperformance Becomes Full Owner of Majorel - Nearshore Americas |url=https://nearshoreamericas.com/finally-teleperformance-becomes-full-owner-of-majorel/ |website=Nearshore Americas |access-date=24 March 2024 |language=en |date=2 January 2024}}</ref> This led to the launch of Teleperformance's digital consulting arm, TP Infinity, the same month.<ref>{{Cite web |date=2024-01-26 |title=Teleperformance Launches TP Infinity |url=https://www.destinationcrm.com/Articles/CRM-News/CRM-Across-the-Wire/Teleperformance-Launches-TP-Infinity-162355.aspx |access-date=2024-12-17 |website=CRM Magazine |language=en-US}}</ref>

TP announced a partnership with Sanas, a provider of software that uses AI to adjust a speaker’s accent in real-time, in February 2025.<ref>{{Cite web |last=Wiggers |first=Kyle |date=2025-02-19 |title=Sanas taps AI to change call center workers' accents in real time |url=https://techcrunch.com/2025/02/19/sanas-taps-ai-to-change-call-center-workers-accents-in-real-time/ |access-date=2025-05-12 |website=TechCrunch |language=en-US}}</ref>TP also made an equity investment of approximately $13 million in Sanas.<ref>{{Cite web |last=Ziptone |date=2025-02-20 |title=Teleperformance acquires stake in Sanas |url=https://www.ziptone.nl/en/nieuws/teleperformance-neemt-belang-in-sanas/ |access-date=2025-05-12 |website=Ziptone - 100% klantcontact |language=en}}</ref>

== Corporate affairs ==
=== Business trends ===
The key trends for Teleperformance are (as of the financial year ending December 31):<ref>{{Cite web |title=Teleperformance Fundamentalanalyse {{!}} KGV {{!}} Kennzahlen |url=https://www.boerse.de/fundamental-analyse/Teleperformance-Aktie/FR0000051807 |access-date=2025-06-17 |website=boerse.de |language=de}}</ref><ref>{{Cite web |date=2021-02-26 |title=Teleperformance figures for 2012-2019 |url=https://www.boerse.de/fundamental-analyse/Teleperformance-Aktie/FR0000051807#guv |access-date=2024-07-17 |archive-url=https://web.archive.org/web/20210226021309/https://www.boerse.de/fundamental-analyse/Teleperformance-Aktie/FR0000051807#guv |archive-date=26 February 2021 }}</ref>
{| class="wikitable" style="text-align:center"
![[Financial Year|FY]]
!Revenue (€ bn)
!Net profit (€ m)
!Total assets (€ bn)
!Employees (k)
|-
|2012
|2.3
|128
|1.9
|137
|-
|2013
|2.4
|129
|1.8
|148
|-
|2014
|2.7
|150
|2.9
|181
|-
|2015
|3.3
|200
|3.0
|188
|-
|2016
|3.6
|214
|4.9
|216
|-
|2017
|4.1
|312
|4.4
|223
|-
|2018
|4.4
|312
|5.8
|306
|-
|2019
|5.3
|400
|6.8
|331
|-
|2020
|5.7
|324
|7.0
|383
|-
|2021
|7.1
|557
|8.3
|418
|-
|2022
|8.1
|645
|8.8
|418
|-
|2023
|8.3
|602
|11.8
|418
|-
|2024
|10.2
|523
|12.0
|420
|}
=== Governance ===
Jacques Berrebi ended all operational duties in January 2009 and returned in 2012, at the age of 70.<ref>{{cite web |title=TELEPERFORMANCE: Jacques Berrebi organizes his retirement |url=http://www.marketwired.com/press-release/teleperformance-jacques-berrebi-organizes-his-retirement-paris-rcf-795022.htm |publisher=Market Wired |access-date=5 September 2016 |date=30 November 2007 |archive-date=17 September 2016 |archive-url=https://web.archive.org/web/20160917021122/http://www.marketwired.com/press-release/teleperformance-jacques-berrebi-organizes-his-retirement-paris-rcf-795022.htm |url-status=dead }}</ref><ref>{{Cite journal|last1=Barnard |first1=Patrick|title=Teleperformance Chairman to retire|journal=Customer Interaction Solutions|url=https://www.highbeam.com/doc/1G1-175547057.html |archive-url=https://web.archive.org/web/20161008194449/https://www.highbeam.com/doc/1G1-175547057.html|archive-date=8 October 2016 |access-date=5 September 2016|date=1 January 2008}}</ref> Co-founder Daniel Julien remained as chairman of the board, and Paulo César Salles Vasques was announced as the new chief executive officer of the group.<ref name="610millions">{{cite web |last1=Robert |first1=Martine |title=Teleperformance mise 610 millions sur les Etats-Unis |url=http://www.lesechos.fr/10/07/2014/LesEchos/21726-062-ECH_teleperformance-mise-610-millions-sur-les-etats-unis.htm |publisher=Les Echos |access-date=7 September 2016|date=10 July 2014}}</ref><ref>{{cite web|title=Teleperformance vise une nouvelle année de croissance en 2014|url=http://investir.lesechos.fr/actions/actualites/teleperformance-vise-une-nouvelle-annee-de-croissance-en-2014-953925.php|publisher=Les Echos|access-date=7 September 2016|date=7 September 2016}}</ref>

Following Vasques' resignation in October 2017, Julien was appointed as group chief executive officer by the board of directors.<ref>{{cite web|url=https://www.teleperformance.com/en-us/investor-relations/corporate-governance-and-sri/governance-structure |title=GOVERNANCE STRUCTURE |date=13 October 2017}}</ref> In June 2023,  Bhupender Singh was appointed as Teleperformance Group Deputy Chief Executive Officer.<ref>{{Cite press release |title=Teleperformance Appoints Bhupender Singh as Deputy Chief Executive Officer |url=https://www.businesswire.com/news/home/20230618763146/en/Teleperformance-Appoints-Bhupender-Singh-as-Deputy-Chief-Executive-Officer | publisher=[[Business Wire]] |date=2023-06-19}}</ref>In August 2024, Olivier Rigaudy, Agustin Grisanti and Scott Klein were appointed as deputy CEOs,<ref>{{Cite web |date=2024-08-30 |title=Teleperformance: departure of Bhupender Singh, recall of Majorel's old guard |url=https://experienceclient-thefrenchforum.org/teleperformance-departure-of-bhupender-singh-recall-of-majorels-old-guard/ |access-date=2024-10-21 |website=The French Forum |language=fr-FR}}</ref> and when Singh departed in October 2024, his role was assumed by Thomas Mackenbrock.<ref>{{Cite web |last=Quiret |first=Matthew |date=2024-08-24 |title=Teleperformance's new leaders watch for the AI bubble to burst |url=https://www.lesechos.fr/industrie-services/services-conseils/les-nouveaux-dirigeants-de-teleperformance-guettent-lexplosion-de-la-bulle-de-lia-2115720 |website=Les Echos |language=fr}}</ref>

=== Corporate social responsibility ===
TP's Citizen of the World program helped relocate and build homes for the victims of the [[Typhoon Ketsana]] in 2009.<ref>{{Cite web |title=Teleperformance Receives the PEZA Outstanding Community Project of the Year Award. - Free Online Library |url=https://www.thefreelibrary.com/Teleperformance+Receives+the+PEZA+Outstanding+Community+Project+of...-a0328896163 |access-date=2024-12-17 |website=www.thefreelibrary.com}}</ref>Since 2006, Citizen of the World has made $60 million in donations to assist vulnerable populations in 50 countries.<ref>{{Cite news |last= |first= |date= |title=Teleperformance says it had assisted 60,000 children, including 10,000 from India, in 2022 |url=https://www.thehindu.com/business/teleperformance-says-it-had-assisted-60000-children-including-10000-from-india-in-2022/article66440847.ece |access-date=2025-01-22 |work=The Hindu |language=en-IN |issn=0971-751X}}</ref><ref>{{Cite web |date=2021-07-09 |title=Teleperformance donates to Southern Philippines Medical Center frontliners |url=https://www.manilatimes.net/2021/07/09/public-square/teleperformance-donates-to-southern-philippines-medical-center-frontliners/1806306 |access-date=2025-01-22 |website=The Manila Times |language=en}}</ref>

Teleperformance partnered with One Tree Planted in 2022, funding the plantation of 500,000 trees across Europe, Asia, and the Americas.<ref>{{Cite web |last=Welch |first=Dylan |date=2022-12-06 |title=Teleperformance propels reforestation with One Tree Planted |url=https://green.org/2022/12/06/teleperformance-propels-reforestation-with-one-tree-planted/ |access-date=2024-11-12 |website=Green.org |language=en-US}}</ref> Also in 2022, Teleperformance entered a partnership with the [[Negros Occidental]] provincial government, to give priority to Negros Occidental Language Information Technology Center graduates in job applications.<ref>{{Cite web |last=Staff |first=Digicast Negros |date=2022-07-27 |title=NOLITC signs partnership with Teleperformance |url=https://digicastnegros.com/nolitc-signs-partnership-with-teleperformance/ |access-date=2025-01-22 |website=Digicast Negros |language=en-US}}</ref>

== Awards ==
* 2023 - [[Fortune (magazine)|Fortune]] 100 Best Companies to Work For<ref>{{Cite web |title=Teleperformance |url=https://fortune.com/company/teleperformance/ |access-date=2024-02-19 |website=Fortune |language=en}}</ref>
* 2023 - Bronze Stevie Award for Innovation in Customer Service<ref>{{cite web |title=2023 Stevie Winners, Stevie Awards Asia Pacific |url=https://www.asia.stevieawards.com/2023-stevie-winners |website=www.asia.stevieawards.com |access-date=4 February 2024 |language=en}}</ref>
* 2024 - [[GlobalCapital]]'s French Deal of the Year Award<ref>{{Cite web |title=Societe Generale awarded |url=https://wholesale.banking.societegenerale.com/en/news-insights/all-news-insights/news-details/news/societe-generale-awarded-best-arranger-of-project-finance-loans-several-deals-of-the-year-at-the-globalcapital-loan-awards-2023/ |access-date=2024-04-29 |website=Société Générale |language=en-Us}}</ref>
* 2024 - Golden Bridge Globee Gold Award - Technology Services<ref>{{Cite web |title=Winners {{!}} Golden Bridge |url=https://globeeawards.com/innovation/winners/ |access-date=2024-11-27 |website=Globee® Business Awards |language=en-US}}</ref>
* 2024 - Certified Great Place to Work - USA<ref>{{cite web |title=Great Places to Work - Teleperformance |url=https://www.greatplacetowork.com/certified-company/1121655 |website=Great Place To Work |access-date=2 October 2024 |language=en-us}}</ref>

== Controversies ==
In 2008 a [[class action]] lawsuit was filed against Salt Lake City-based Teleperformance USA seeking [[Wage theft|unpaid wages]] for employees, alleging a violation of the [[Fair Labor Standards Act]].<ref>{{cite web |last1=Thomas |first1=Chris |date=10 September 2008 |title=Only on 12: Teleperformance facing class action lawsuit |url=http://www.wrdw.com/home/headlines/28203894.html |access-date=31 August 2016 |publisher=WRDW12}}</ref><ref>{{cite web |date=11 January 2009 |title=Wage and Hour Class Action Lawsuit Against Teleperformance |url=http://dogooder2.newsvine.com/_news/2009/01/12/2300917-wage-and-hour-class-action-lawsuit-against-teleperformance |access-date=31 August 2016 |publisher=Newsvine}}</ref> On 19 May 2010, a settlement was reached for approximately $2 million to be paid to 15,862 workers in 10 US states.<ref>{{cite web |date=19 May 2010 |title=Salt Lake City-based Teleperformance USA pays almost $2 million in back overtime wages following US Department of Labor investigation |url=https://www.dol.gov/opa/media/press/whd/whd20100633.htm |archive-url=https://web.archive.org/web/20100527110008/http://www.dol.gov/opa/media/press/whd/WHD20100633.htm |url-status=dead |archive-date=27 May 2010 |access-date=31 August 2016 |publisher=US Dept of Labor}}</ref> Instead of an out of court settlement, Teleperformance lost a similar case in the Netherlands Supreme Court and the Court of Appeal in The Hague.<ref>{{cite web |last1=ANP |title=Supreme Court rules that obliged early arrival for work counts as paid hours|url=https://nltimes.nl/2024/09/13/supreme-court-rules-obliged-early-arrival-work-counts-paid-hours |website=NL Times | date=2024-09-13}}</ref>

A group of labor unions filed a complaint documenting unsafe working conditions, monitoring, surveillance, union busting and retaliation against employees in ten countries in April 2020.  Due to [[COVID-19]] restrictions, workers in the [[Philippines]], including those supporting [[Amazon (company)|Amazon]]'s [[Ring (company)|Ring camera]] contract, had to sleep at their work spaces and were unable to meet [[social distancing]] requirements. The ''[[Financial Times]]'' was able to verify this, including in a [[Cebu City]] office.<ref name="subhuman" /> After the working conditions were made public, the company promised to make improvements, but [[NBC News]] reported after six months the company was providing intermittent shuttle service, not properly sanitizing working spaces, and sending workers home without pay if they were quarantined.<ref name="subhuman">{{Cite web |last=Lee |first=Dave |date=1 April 2020 |title=Amazon contractors enduring 'subhuman' conditions in Philippines {{!}} Financial Times |url=https://www.ft.com/content/8b7bc787-4f33-4909-85f0-8df36d165b69 |access-date=8 August 2023 |work=ft.com}}</ref><ref name="Highrisk">{{Cite web |last1=Solon |first1=Olivia |last2=Glaser |first2=April |date=15 October 2020 |title=High risk, low pay, little choice at Amazon Ring call centre, fearful workers say |url=https://www.nbcnews.com/tech/security/we-don-t-have-choice-amazon-ring-call-center-workers-n1243439 |access-date=8 August 2023 |work=NBC News}}</ref>

In 2021, Teleperformance employees who work from home were sent contract addendums that would allow monitoring by AI-powered cameras to ensure compliance with security policies and to spot check for home-working infractions.<ref name=":1">{{Cite web |last=Walker |first=Peter |date=26 March 2021 |title=Call centre staff to be monitored via webcam for home-working 'infractions' |url=https://www.theguardian.com/business/2021/mar/26/teleperformance-call-centre-staff-monitored-via-webcam-home-working-infractions |access-date=8 August 2023 |work=the Guardian}}</ref><ref name="nn">{{Cite web |last=Solon |first=Olivia |date=8 August 2021 |title=Big Tech call center workers face pressure to accept home surveillance |url=https://www.nbcnews.com/tech/tech-news/big-tech-call-center-workers-face-pressure-accept-home-surveillance-n1276227 |access-date=8 August 2023 |work=NBC News}}</ref> As of August that year, the remote monitoring had been rolled out to India, Mexico, and the Philippines.<ref>{{Cite web |last=Walker |first=Peter |date=26 March 2021 |title='Missing from desk': AI webcam raises remote surveillance concerns |url=https://www.theguardian.com/business/2021/mar/26/missing-from-desk-ai-webcam-raises-remote-surveillance-concerns |access-date=8 August 2023 |work=the Guardian}}</ref><ref>{{cite web |last1=Lavelle |first1=Moira |title="For them you're not a human being": Meet the migrants answering phones for Big Tech |url=https://restofworld.org/2021/call-center-greece-teleperformance/ |website=restofworld|date=13 May 2021 }}</ref> UK employees were told remote scans would not be used for them,<ref>{{cite news |last1=Walker |first1=Peter |title=Call centre firm tells UK homeworkers they will not be watched with webcam |url=https://www.theguardian.com/business/2021/apr/21/call-centre-teleperformance-tells-homeworkers-they-will-not-be-watched-webcam |website=The Guardian|date=21 April 2021 }}</ref><ref name=":1" /> and [[Albania]] ruled out the use of webcams through their Data Protection Commission.<ref name="nn" /> An [[Apple Inc.|Apple]] spokesperson reported Apple "prohibits the use of video or photographic monitoring by our suppliers and have confirmed Teleperformance does not use video monitoring for any of their teams working with Apple."<ref name="nn" />

[[Uber]] reported that it requested the following [[Audit trail|audit logs]] for its workers: monitoring to verify that only a hired employee is accessing data; that outsourced staff were not recording screen data on another device; and that no unauthorized person was near the computer.<ref name="nn" /> An Amazon spokesperson reported Amazon did not request additional monitoring for at-home workers.<ref name="nn" />

In [[Colombia]], the union Utraclaro, affiliated to [[UNI Global Union]], has organized Teleperformance Colombia employees, including [[Content moderators|moderators]].<ref name=":2">{{Cite news |last=McIntyre |first=Niamh |date=April 19, 2023 |title=Teleperformance signs 'historic agreement' allowing Colombian workers to unionise |work=[[The Bureau of Investigative Journalism]] |url=https://www.thebureauinvestigates.com/stories/2023-04-19/teleperformance-signs-historic-agreement-allowing-colombian-workers-to-unionise |access-date=May 21, 2023}}</ref><ref name=":0" /> In 2021, after the union submitted its demands for the company to protect [[freedom of association]], Teleperformance filed a lawsuit against the union in a [[labor court]], alleging Ultraclaro did not follow proper processes when ratifying its [[Collective bargaining|bargaining demands]].<ref>{{Cite news |last1=McIntyre |first1=Niamh |last2=Bradbury |first2=Rosie |last3=Perrigo |first3=Billy |date=October 20, 2022 |title=Behind TikTok's boom: A legion of traumatised, $10-a-day content moderators |work=[[The Bureau of Investigative Journalism]] |url=https://www.thebureauinvestigates.com/stories/2022-10-20/behind-tiktoks-boom-a-legion-of-traumatised-10-a-day-content-moderators |access-date=May 21, 2023}}</ref> In November 2022, the [[Ministry of Labour (Colombia)|Ministry of Labour]] launched an investigation into the company.<ref name=Traumatic>{{Cite magazine |last=Perrigo |first=Billy |date=November 10, 2022 |title=TikTok's Subcontractor in Colombia Under Investigation for Traumatic Work |url=https://time.com/6231625/tiktok-teleperformance-colombia-investigation/ |magazine=[[TIME]] |access-date=May 21, 2023}}</ref> After the announcement of the investigation, shares in the company dropped by 34%.<ref>{{Cite web |date=2022-11-10 |title=France's Teleperformance to buy back shares after sell-off on probe news |url=https://www.reuters.com/business/frances-teleperformance-launch-share-buyback-2022-11-10/ |access-date=2024-10-28 |website=[[Reuters]]}}</ref> In December 2022, the subsidiary received independent certification from [[Bureau Veritas]] on the "use and inclusion of the international standard [[ISO 26000]] in the field of social responsibility within its operations in Colombia."<ref name=":0">{{cite news|title=TELEPERFORMANCE : A REÇU UNE CERTIFICATION DE BUREAU VERITAS|url=https://www.tradingsat.com/teleperformance-FR0000051807/actualites/teleperformance-teleperformance-a-recu-une-certification-de-bureau-veritas-1047443.html|date=December 7, 2022|website=www.tradingsat.com}}</ref>

In April and May 2023, the company signed a [[Global Framework Agreement|global framework agreement]] enabling workers in Colombia, [[Romania]] and [[Poland]] to unionize.<ref>{{Cite web |title=Teleperformance signs 'historic agreement' allowing Colombian workers… |url=https://www.thebureauinvestigates.com/stories/2023-04-19/teleperformance-signs-historic-agreement-allowing-colombian-workers-to-unionise/ |access-date=2024-08-21 |website=TBIJ |language=en}}</ref> The Ministry of Labor later closed their investigation into Teleperformance, without any findings against the company.<ref>{{Cite web |last=Cantu |first=Cesar |date=2024-07-23 |title=Why is Colombia's Labor Ministry Cracking Down on Call Centers? - Nearshore Americas |url=https://nearshoreamericas.com/why-is-colombias-labor-ministry-cracking-down-on-call-centers/ |access-date=2024-08-21 |language=en}}</ref><ref>{{Cite web |last=infotech |date=2023-07-29 |title=BPO major Teleperformance reports €3.96 bn revenue in first-half |url=https://infotechlead.com/bpo/bpo-major-teleperformance-reports-e3-96-bn-revenue-in-first-half-79685#:~:text=In%20April%20and%20May%202023,any%20findings%20against%20the%20company |access-date=2024-08-21 |website=InfotechLead |language=en-US}}</ref><ref>{{Cite web |date=2024-05-22 |title=City of Warren Gen. Emps' Sys. v. Teleperformance SE, 23-24580-CIV-ALTONAGA/Reid {{!}} Casetext Search + Citator |url=https://casetext.com/case/city-of-warren-gen-emps-sys-v-teleperformance-se |access-date=2024-08-21 |website=casetext.com}}</ref>

In February 2024, Teleperformance received a certificate for diversity and inclusion management in Colombia from [[AENOR]].<ref>{{Cite web |last=Zonebourse |date=2024-02-22 |title=Teleperformance : certifié diversité et inclusion en Colombie - Zonebourse |url=https://www.zonebourse.com/cours/action/TELEPERFORMANCE-SE-4709/actualite/Teleperformance-certifie-diversite-et-inclusion-en-Colombie-46008196/ |access-date=2024-09-16 |website=www.zonebourse.com |language=fr}}</ref>

===Content moderation===
{{See also|Content moderation and working conditions}}
Teleperformance employs [[Content moderation|content moderators]] for platforms including [[TikTok]], with moderators in [[Tunisia]] and [[Colombia]], reviewing explicit content to remove it from the platform.<ref name="Moderators" /><ref name="Traumatic" /> Its "[[Trust and safety|Trust and Safety]]" branch and moderation program were launched in 2019.<ref>{{Cite news |last=Levine |first=Alexandra S. |date=Aug 4, 2022 |title=TikTok Moderators Are Being Trained Using Graphic Images Of Child Sexual Abuse |work=[[Forbes]] |url=https://www.forbes.com/sites/alexandralevine/2022/08/04/tiktok-is-storing-uncensored-images-of-child-sexual-abuse-and-using-them-to-train-moderators/?sh=22a35dca5acb |access-date=May 21, 2023}}</ref> After an investigation by ''[[Forbes]]'' reported the company retained explicit material, Teleperformance and TikTok were criticized by the [[United States Senate Committee on Commerce]] and by shareholders.<ref>{{Cite news |last=Levine |first=Alexandra S. |date=Nov 17, 2022 |title=Top TikTok Moderator Exits 'Highly Egregious Part' Of Content Moderation Business Over Investor Outcry |work=[[Forbes ]]|url=https://www.forbes.com/sites/alexandralevine/2022/11/17/top-tiktok-moderator-exits-highly-egregious-part-of-content-moderation-business-over-investor-outcry/?sh=48c789473743 |access-date=May 21, 2023}}</ref> In November 2022, the company announced that it would exit "the highly egregious part of the trust and safety business." However, it reversed its decision in March 2023.<ref>{{Cite news |last=Berthelot |first=Benoit |date=March 23, 2023 |title=TikTok's Moderator Reverses Vow to Exit 'Egregious' Content |work=[[Bloomberg Law]] |url=https://news.bloomberglaw.com/privacy-and-data-security/tiktoks-moderator-reverses-pledge-to-exit-egregious-content |access-date=May 21, 2023}}</ref><ref name="Moderators">{{Cite web |title=TikTok's Moderators Still Review Child Abuse Despite Vow to Exit |first1=Benoit |last1=Berthelot |first2=Henry |last2=Ren |work=Bloomberg.com |date=19 March 2023 |access-date=8 August 2023 |url= https://www.bloomberg.com/news/articles/2023-03-20/tiktok-s-moderators-still-review-child-abuse-despite-vow-to-exit#xj4y7vzkg}}</ref> In 2025, the company is discovered to operate content moderation for Meta in the Ghanaian capital of Accra, which faced criticism for poor working conditions, low pay, and mental health affects on moderators.<ref>{{Cite web |title=Meta’s content moderators face worst conditions yet at secret Ghana… |url=https://www.thebureauinvestigates.com/stories/2025-04-27/suicide-attempts-sackings-and-a-vow-of-silence-metas-new-moderators-face-worst-conditions-yet |access-date=2025-05-04 |website=TBIJ |language=en}}</ref>

Following the announcement, [[UNI Global Union]] released a statement, stating "we believe that Teleperformance's decision to re-enter full-service content moderation is a positive step."<ref>{{Cite web |title=UNI's statement on Teleperformance continuing full-service content moderation |url=https://uniglobalunion.org/news/unis-statement-on-teleperformance-continuing-full-service-content-moderation/ |access-date=2024-06-26 |website=UNI Global Union |language=en-GB}}</ref>

== References ==
{{Reflist|colwidth=30em}}

==External links==
*[http://www.teleperformance.com/ Global website]
*[https://teleperformance.com/en-us/locations/india-site/india/ India website]
*[https://languageline.com/ LanguageLine Solutions]

{{CAC 40 companies}}
{{Authority control}}

[[Category:Companies based in Paris]]
[[Category:Business services companies established in 1978]]
[[Category:French companies established in 1978]]
[[Category:Business process outsourcing companies]]
[[Category:Companies listed on Euronext Paris]]
[[Category:CAC 40]]