25 years of Teleperformance in the Philippines - Reimagining our future
Teleperformance was among the pioneers, believing in the great potential of Filipino talent to bring excellence and a different level of customer interaction to markets
Passion and performance was the battle-cry of Teleperformance when it first set shop in the Philippines in April of 1996. Starting off with just around a hundred people, the company was intent to show the world the quality of talent making waves in the country.
That was 25 years ago, when a few business process outsourcing companies were just beginning to lay the foundation of what will become the Philippines’ sunrise industry. This was before the country began to recognize the potential of an industry capable of stimulating economic progress in many parts of the country and in various sectors, employing over a million professionals, and contributing to national income second only to OFWs.
Teleperformance was among the pioneers, believing in the great potential of Filipino talent to bring excellence and a different level of customer interaction to markets, not only in the Asia Pacific region but also in the burgeoning global markets.
Within its first 10 years of operations, the company proved its innovation model -- growing to include offshore services and becoming 10,000-strong. By then it had two sites in Metro Manila and one in Bacolod, with headquarters at Octagon Building in Pasig City.
The next five years saw the company on an even more aggressive growth trajectory, launching a business site for every year -- at Greenfield District in Mandaluyong, Sucat in Paranaque, Mall of Asia in Pasay, Fairview, Alphaland Southgate in Makati, and expanding presence in Visayas with a site at Cebu Business Park.
Industry observers began recognizing the powerhouse organization that was leading the industry’s push for transforming customer experiences and kept a close eye on the company’s game-changing moves. By 2012, consulting firm Frost & Sullivan recognized Teleperformance as Asia Pacific Contact Center Provider of the Year. It was the first of many recognitions that the company will receive, not only from this organization but from many institutions.
After opening a business site in Antipolo and bringing its operations to Mindanao with a site in Davao City, the company’s total headcount breached the 20,000 mark by 2013.
The following year, it received a great honor from the Philippine Economic Zone Authority (PEZA) which recognized its corporate social responsibility impact with a Community Project of the Year Award. At the same time, it earned certification as AON Hewitt Best Employer, which was quite a notable feat for a fast-growing organization.
Indeed, this was a show of confidence in the company’s business strategy because it was also in 2014 that the company pushed growth to hyperdrive as it acquired Aegis’ Philippine operations which almost doubled the organization’s size instantly.
By 2016, the company was focused on sustaining momentum as it celebrated the second decade of operations in the Philippines with its 40,000-strong workforce by resolutely looking forward and opening two more business sites -- at Silver City in Pasig City and another expansion in Mindanao region, this time in Cagayan de Oro.
Encouraged by the unflagging support of its employees, the next five years would further strengthen the company’s leadership position in the industry as it demonstrated an opportunity mindset enabled by a high performance, empathetic, and caring culture that is anchored on a high-tech, high-touch approach.
With this leadership mindset, Teleperformance Philippines proved that continuous improvement was key to true success as PEZA awarded the company as Outstanding Employer of the Year and Outstanding Community Project of the Year in 2017.
The company was also honored as Top Employer of the Year at the 2017 Asia CEO Awards, the largest business awards event in Southeast Asia that recognizes the most accomplished companies and leaders around the region who have demonstrated outstanding achievement and contributions in business and nation-building. In the same year, Teleperformance Philippines was presented the National Outstanding Volunteer Award by the Philippine National Volunteer Service Coordinating Agency (PNVSCA), an attached agency of National Economic and Development Authority (NEDA).
In 2018, Teleperformance Philippines reached another historical milestone as its became the first-ever company in the Philippines to receive certification as a Great Place to Work® by the Great Place to Work Institute®. The company has been able to maintain the stringent certification levels up to present time and holds the distinction of being the only Philippine firm to be certified for three years in a row.
Quite a notable achievement as the company placed importance in providing excellent employee experience and service as it continued to grow and expand its footprint, welcoming business sites at Vertis North in Quezon City, Paseo de Roxas in Makati, and McKinley in Taguig.
As the organization gained in size, it also gained in expertise and experience. Introducing digital integrated business solutions to its client partners, Teleperformance Philippines was well-positioned to offer its Technology, Analytics, and Process Excellence (T.A.P.™) innovation framework to fully support their digital transformation journeys with end-to-end bespoke solutions.
When the global pandemic hit in 2020, therefore, TP was able to provide essential support for both local and global brands and kept them connected with their customers through the game-changing Teleperformance Cloud Campus – an innovative solution for enabling the ‘new normal’ work-at-home (WAH) environment.
In fact, amidst the challenges of a global crisis, TP was able to launch Cloud Campus hubs at its Aura and Fairview sites, to serve as the operational command center of virtual teams.
Furthermore, as a demonstration of the company’s confidence in the country’s future and its ability to reimagine a shared future that rises from such a tragic crisis, TP opened its 22nd site at Molino in the province of Cavite in 2020.
And this 2021, as Teleperformance Philippines celebrates its 25th year of bringing innovation and transformation for its local and global partners, the company’s leadership and staff commemorate the milestone and reiterates steadfast commitment to sustainable growth for the benefit of stakeholders, provide the best employment experience for Filipinos, proactively support the nation’s IT-BPM sector, and uphold its socio-civic engagements to create a difference in the lives of the Philippine community.
About Teleperformance Group
Teleperformance (TEP – ISIN: FR0000051807 – Reuters: TEPRF.PA - Bloomberg: TEP FP), a leading global group in digitally integrated business services, serves as a strategic partner to the world’s largest companies in many industries. It offers a One Office support services model combining three wide, high-value solution families: customer experience management, back-office services and business process knowledge services. These end-to-end digital solutions guarantee successful customer interaction and optimized business processes, anchored in a unique, comprehensive high tech, high touch approach. The Group's 331,000 employees, based in 80 countries, support billions of connections every year in over 265 languages and 170markets, in a shared commitment to excellence as part of the “Simpler, Faster, Safer” process. This mission is supported by the use of reliable, flexible, intelligent technological solutions and compliance with the industry’shighest security and quality standards, based on Corporate Social Responsibility excellence. In 2019, Teleperformance reported consolidated revenue of €5,355 million (US$ 6 billion, based on €1 = $1.12) and net profit of €400 million.Teleperformance shares are traded on the Euronext Paris market, Compartment A, and are eligible for the deferred settlement service. They are included in the following indices: CAC 40*, CAC Support Services, STOXX 600, S&P Europe 350 and MSCI Global Standard. In the area of corporate social responsibility, Teleperformance shares have been included in the Euronext Vigeo Eurozone 120 index since 2015, the FTSE4Good index since 2018 and also the Ethibel Sustainability Excellence Europe index (confirmed in2019).
* from June 19, 2020
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