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Contact Centre Featured Article

December 28, 2009

Teleperformance Acquires Teledatos, Expands in Colombia

By Brendan B. Read

Senior Contributing Editor

Teleperformance has expanded its Latin American BPO footprint, growing its nearshore/offshore business and tapping the region’s growing domestic markets, with a deal to buy Colombian outsourcer Teledatos.

It already has contact centers in Argentina, Brazil, and Chile, plus in the Dominican Republic, El Salvador and Mexico.

Teledatos, with expected 2009 revenues of approximately $75 million, has operations in Bogota and Medellin, utilizing more than 6,000 agents. It services major clients in various industry sectors, including telecommunications, transportation, tourism, utilities, retail and health.

Teleperformance (News - Alert) said Teledatos focus on quality, its natural empathy and its culture is a fit with the company. It plans to grow the firm first in Colombia and then beyond Colombia’s borders. Teledatos has had plans to expand into Guatemala and Peru.

“We are delighted and proud to welcome the Teledatos team into the Teleperformance family,” said Teleperformance senior executives Daniel Julien and Jacques Berrebi, in a press statement. “Throughout our discovery process, we consistently found outstanding values, culture and expertise in Teledatos.”

“Our goal was to partner with a global leader that we like and recognize as a market trendsetter,” said Juan Rodrigo Hurtado, CEO of Teledatos. “With the Teleperformance senior executives, and in the best possible interest of our clients, employees and partners, we have accomplished this goal. We all share the same philosophy about customer service, quality process, and reliable IT solutions. Together, we are committed to delivering an outstanding customer experience and to continue to lead the market with added value solutions.”

The move comes on the heels of client-related downsizings in the United States. The Columbus (Ohio) Dispatch reported Dec. 4 that Teleperformance will eliminate 151 jobs at its contact center there “after a major client decided to consolidate operations.”

At the same time Teleperformance has been improving its clients’ services that will if successful drive more business into its contact centers in the Americas and worldwide. Earlier this month it launched Teleperformance Platinum, a new program that builds on clients’ in-house contact centers by combining leading-edge technology with highly trained and passionate agents who are immersed in the culture of the companies they represent.

With Teleperformance Platinum, the clients’ environment is reproduced at agents’ workstations to accommodate a broad range of complex customer demands, such as a sophisticated tech support issue. The agents leverage a unique set of tools to drive better first call resolution and, therefore, higher customer satisfaction, all at fees that are favorable when compared to similar in-house provided services.

“Teleperformance is raising the bar in terms of quality contact center service provision,” said Datamonitor’s Peter Ryan. “By formalizing a superior standard service, Teleperformance will have once again proven themselves to be ahead of the curve in the outsourced contact center marketplace.”

Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Marisa Torrieri

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