Teleperformance aims to be Euro 10 bn by 2025; India to play key role
France-listed BPM player Teleperformance has set itself a target of becoming a Euro 10 billion company by 2025. The company which has 80 per cent of its headcount in India, is ensuring that the country continues to support this growth.
In terms of strategy the company is also pivoting from being just a voice-based BPM player. The shift is also a reflection of the changing nature of the customer base which is consisting more of millennials and new age customers who do not prefer too much voice interaction.
Three years back Teleperformance moved onto a road map of a blended model that begins with a mix of voice-based work, back office operations and financial accounting.
“This is a reflection of the customer base that we are catering to. They prefer email, chatbots and videos to resolve their issues. Going ahead we aspire to be 30 per cent voice, 30-40 per cent blended voice and back-office and then the balance as pure back-office. We also believe that voice will not go away completely, so we will want to have some voice capabilities. In the next 2-3 years we do see ourselves at this stage,” said Aditya Arora, CEO Teleperformance India.