Teleperformance: Blending advanced technology with human empathy

Teleperformance, the leader of the BPO industry, recently finalised the acquisition of Majorel, marking a new chapter of expanded services and global reach. BR discussed with Augusto Martinez Reyes, President of Teleperformace’s Multilingual Hubs of Spain, Portugal, Greece, Romania, and Egypt, to explore the company’s exponential growth in Romania and gain insight into the future trajectory of the BPO market.

By Anda Sebesi

Teleperformance Romania has experienced remarkable growth, with a doubling of its headcount to over 3,500 employees. To what factors do you attribute this rapid expansion in Romania?

Our growth in Romania reflects the increasing demand for outsourcing services in the region and the Majorel acquisition. The country’s favourable business environment, skilled workforce, and our commitment to delivering exceptional services have been pivotal in our expansion. Additionally, our emphasis on innovation, technology integration, and client satisfaction has significantly contributed to our success. Teleperformance is a global leader in digital business services, blending the best of advanced technology with human empathy to deliver enhanced customer care that is simpler, faster, and safer for the world’s biggest brands and their customers. The Group’s comprehensive, AI-powered service portfolio ranges from front-office customer care to back-office functions, including Trust and Safety services that help defend both online users and brand reputation. It also offers a range of specialised services such as collections, interpreting, and localisation, visa and consular services, and recruitment process outsourcing services. With more than 410,000 people speaking more than 300 languages, the Group’s global scale and local presence allow it to be a force of good in supporting communities, clients, and the environment.

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What is the current state of the Romanian BPO market and how do you expect it to evolve in the coming years?

The Romanian BPO market is developing rapidly, driven by technological advancements and the growing need for outsourcing across industries. We foresee further growth in sectors such as IT, customer support, finance, and healthcare. Embracing automation, AI, and data analytics will be critical for sustaining competitiveness and meeting the evolving needs of our clients. We believe that in the future, routine tasks will be automated, enabling our employees to handle more complex, challenging, and rewarding jobs. Still, the need for the “human touch” will persist. Romania’s talent pool exhibits incredible capabilities, fostering readiness to deliver exceptional results.

In today’s business landscape, Environmental, Social, and Governance (ESG) criteria and sustainability have gained prominence. How significant are these factors for Teleperformance Romania?

ESG and sustainability form the backbone of our operations. We prioritise ethical practices, environmental responsibility, diversity, and employee well-being.

Aligning with ESG principles, we strive to make a positive societal impact while ensuring a sustainable and inclusive work environment for our employees. As our business minimally impacts the environment, we invest more in well-being programmes, fostering a sense of purpose, community, and encouraging involvement in volunteering activities, pursuing new passions, and inspiring a better world.

Looking back at 2023, what were the main challenges Teleperformance Romania faced from a management perspective?

The dynamic nature of the industry presented various challenges, including the need to adapt to remote work models, ensuring seamless service delivery during the pandemic, and navigating through rapidly changing client needs. Balancing operational continuity with employee safety and well-being was a key focus, and we successfully pivoted to meet these challenges head-on.

Finally, how do you foresee 2024 unfolding for the Romanian BPO market, considering the industry’s recent developments and emerging trends?

We anticipate sustained growth in the Romanian BPO sector, driven by digital transformation and the integration of advanced technologies. The market will witness a shift towards more personalised services, increased automation, and a focus on enhancing customer experiences. Teleperformance Romania remains dedicated to innovation, agility, and delivering exceptional value to our clients, positioning us for further success in 2024 and beyond. The BPO landscape is evolving rapidly, and Teleperformance Romania stands at the forefront of this transformative journey, striving for sustained growth and exce-llence.