Mission Statement, Vision, & Core Values (2025) of Teleperformance SE.

An Overview of Teleperformance SE

General Summary of Teleperformance SE

Founded in 1978, Teleperformance SE has established itself as a global leader in customer experience management services. Headquartered in Paris, France, the company began as a modest telephone answering service and has grown significantly over the decades. Currently, it operates in over 80 countries and employs more than 420,000 people worldwide.

Teleperformance offers a range of services including customer care, technical support, customer acquisition, digital solutions, and analytics services. Its client base spans various industries, including telecommunications, finance, healthcare, and e-commerce. As of 2024, Teleperformance reported sales of approximately €8.8 billion, reflecting a strong demand for its services globally.

Company's Financial Performance in the Latest Reporting Period

For the fiscal year 2023, Teleperformance delivered record-breaking revenues, with total revenues reaching €8.8 billion, marking a year-on-year growth of 10%. The company's adjusted EBITDA stood at €1.7 billion, with an EBITDA margin of 19%.

The primary drivers of this growth were enhanced sales from its omnichannel customer experience services, which contributed approximately 70% of total revenues. In particular, digital solutions and automation services saw remarkable growth, reporting increases of 15% and 12% respectively.

Teleperformance's market expansion strategies have yielded positive results, particularly in Asia-Pacific and Latin America, where revenues grew by 20% and 15% respectively. The company's strong performance is further illustrated in the

Introduction to Teleperformance as an Industry Leader

Teleperformance is recognized as one of the leading companies in the customer experience management industry. The company continues to innovate through its advanced technology platforms and a strong focus on employee training and development, setting the standard for service quality and client satisfaction.

With a commitment to sustainability and corporate social responsibility, Teleperformance has been acknowledged for its best practices in diversity and inclusion, further enhancing its reputation in the market. Investors and industry analysts remain optimistic about the company's growth trajectory, making it essential to explore Teleperformance’s strategies, performance metrics, and operational excellence for further insights.

Mission Statement of Teleperformance SE

Mission Statement of Teleperformance SE

Teleperformance SE's mission statement articulates its commitment to delivering exceptional customer experiences, emphasizing the importance of innovation and operational excellence in achieving this goal. The mission statement serves as a guiding principle that aligns the company's workforce and strategies toward long-term objectives.

Core Components of Teleperformance SE's Mission Statement

1. Commitment to Quality

Teleperformance is dedicated to maintaining a high standard of service quality across its operations. This commitment is evident in the company's consistent achievement of industry certifications, such as ISO 9001 and ISO 27001, ensuring that their processes meet international standards.

In the fiscal year 2022, Teleperformance reported a customer satisfaction score of 90%, demonstrating its focus on delivering quality services. Furthermore, the company has invested approximately €150 million in training programs to enhance employee skills and ensure service excellence.

2. Innovation and Technology

Innovation is a cornerstone of Teleperformance’s mission. The company actively leverages advanced technologies, such as artificial intelligence and machine learning, to improve efficiency and customer experience.

As of Q1 2023, Teleperformance reported a 15% increase in revenue derived from digital services compared to the previous year. The introduction of the TP Cloud Campus has allowed remote agents to maintain productivity levels, resulting in a 30% increase in operational efficiency in various projects.

3. Global Reach with Local Expertise

Teleperformance maintains a vast network of operations in over 88 countries, allowing them to provide localized support while benefiting from global resources. This strategic positioning enables the company to adapt its services to meet the diverse needs of clients across different markets.

In 2022, Teleperformance reported a revenue of €7.1 billion, with 58% of this income coming from outside its home market in France. This highlights the effectiveness of its strategy to combine global scale with localized service delivery.

Vision Statement of Teleperformance SE

Vision for Customer Experience

Teleperformance SE envisions delivering superior customer experiences by leveraging advanced technology and a skilled workforce. In 2024, the company aims to enhance customer satisfaction metrics. The goal is a minimum of 90% customer satisfaction rate across all services.

Vision for Global Expansion

The company is committed to expanding its global footprint. As of 2024, Teleperformance plans to enter an additional 5 new markets, increasing its operational presence to over 80 countries. Strategic acquisitions are also expected to contribute to a revenue target of over €8 billion for the year.

Vision for Technological Innovation

Teleperformance aims to invest heavily in technology to improve service delivery. In 2024, the budget allocated for technology upgrades is estimated at €200 million. This includes AI-driven solutions and cloud-based platforms to enhance operational efficiency by 15%.

Vision for Employee Engagement

The company's vision includes fostering a culture of engagement and motivation among its employees. Teleperformance targets an employee engagement score of 85% by 2024. The plan includes implementing training programs that benefit over 50,000 employees globally.

Vision for Sustainability

Teleperformance is committed to sustainability initiatives, aiming for zero waste in its global operations by 2025. The company plans to reduce carbon emissions by 30% by 2024 through energy-efficient practices and responsible sourcing.

Core Values of Teleperformance SE

Integrity

Integrity is a fundamental core value at Teleperformance SE, representing the commitment to honesty and transparency in all business dealings.

In 2022, Teleperformance reported a net revenue of €7.3 billion, reflecting a growth of 17% year-over-year, driven by their adherence to ethical practices.

The company implemented the 'Integrity in Action' program aimed at reinforcing ethical behavior among employees and ensuring compliance with legal standards. In 2023, the program saw a participation rate of over 90% among employees across all subsidiaries, emphasizing their commitment to integrity.

Innovation

Innovation at Teleperformance signifies a dedication to embracing change and leveraging technology to improve service delivery.

In 2024, Teleperformance invested approximately €200 million in artificial intelligence and machine learning technologies, aiming to enhance customer experience and operational efficiency.

The launch of the 'TP Innovation Lab' in 2023 has facilitated over 30 new projects that integrate cutting-edge technologies into existing services, resulting in a reported 25% increase in customer satisfaction metrics.

Respect

Respect is a core value that reflects Teleperformance's commitment to fostering a diverse and inclusive workplace.

As of 2024, Teleperformance maintains a workforce comprising over 420,000 employees across 88 countries, with 50% of managerial positions held by women, surpassing industry benchmarks.

The company's 'Respect for All' initiative aims to promote equity and inclusion, reporting a 15% increase in employee engagement scores in 2023 after the program's implementation.

Excellence

Excellence defines the pursuit of the highest standards in service delivery and operational performance.

Teleperformance achieved a Net Promoter Score (NPS) of 75 in 2023, indicating a high level of customer loyalty and satisfaction. This score positions them among the top leaders in the customer experience industry.

The 'Excellence in Service' framework introduced in 2022 has led to the successful completion of more than 1,500 training sessions worldwide, enhancing service quality and operational effectiveness.

Teamwork

Teamwork emphasizes the importance of collaboration and unity in achieving common goals.

In 2023, Teleperformance initiated over 200 cross-functional projects, resulting in an estimated cost savings of €50 million through enhanced collaboration across departments.

The annual 'Global Team Awards' program recognizes outstanding collaborative efforts, resulting in a notable increase in project successes by 30% compared to previous years.