Birchy
Outsourcing & BPO
Research

Teleperformance — data sheet

Headquarters
France — Paris
Operating since
1978
Score
78.8 of 100 · rank #1 of 8
Tier
Leader
Delivery Proof (of 45)
33.2
Capability Fit (of 55)
45.6

Evidence on file

Each line is a datapoint with its grade. Grades are the ones the anchors act on: a sub-criterion scored 5 requires at least one E1 or E2 source, and evidence that is entirely E3 caps the sub-criterion at 3.

  • Paris HQ, founded 1978; Euronext Paris, CAC 40 (filings) E1
  • ~410,000–500,000 employees, 90–100 countries, 300+ languages; figures vary across own materials post-Majorel (Nov 2023 acquisition); variance logged E2
  • 2023 revenue €8,345M, net profit €602M (regulated filings) E1
  • Everest CXM PEAK Matrix Global Leader, recurring E1
  • Full CX scope incl. trust & safety, collections, healthcare support, visa/consular, interpretation; TP.ai product suite (Connect/Assist/Growth/Collect/Dataservices) shipped; multilingual hubs + smartshoring + WAH delivery models E3E2
  • 12 named industry verticals incl. travel/hospitality/cargo E3
  • Dedicated “Security and process excellence” section on tp.com; per-entity certificate numbers are not published there or traceable to a registry from public materials E5
  • GPTW certified in 69–72 countries, 97% of staff (press, GPTW) E2
  • Glassdoor 4.4 across 75,000+ reviews, pulled 22 Aug 2026; up 2% over twelve months; compensation rating 4.3; management-response activity present E2
  • European delivery footprint via country sites: PL, PT, RO, GR, DE, FR, ES, IT, NL, Nordics, UA, HR, CZ, LT + more E2

Criterion scores

Sub-criterion anchor scores in criterion order, with the weighted criterion total computed from them. Multiply each anchor by its sub-criterion weight over five and sum: that is the whole arithmetic, and it is why this total can be checked without taking anyone's word.

Code Criterion Sub-criterion anchors Weighted Max Note
A1 Independent client evidence 3 / 3 / 2 7.6 14 Analyst-equivalence rule applied (reference checks within Everest assessment); cases largely anonymized.
A2 Market presence & tenure 5 / 5 / 5 8 8
A3 Certifications & compliance 3 / 4 / 3 8 12 Restructured A3. Scope-per-entity unverified.
A4 Delivery stability 5 / 5 6 6 A4.1 raised 3 → 5 on a recorded datapoint: Glassdoor 4.4 across 75,000+ reviews, above the ≥4.0 / ≥25-review anchor, with management-response activity present. The anchor’s client-review cross-check is N/A — this provider has no client-review footprint to contradict.
A5 Transparency & verifiability 4 / 3 3.6 5 Filings strong; headcount variance noted; pricing opaque.
B1 Service scope & channels 5 / 5 / 5 8 8
B2 Language & geographic reach 5 / 5 / 5 10 10
B3 Quality management system 4 / 3 / 4 7.4 10
B4 Security & data protection operations 4 / 3 / 5 6.6 8
B5 Flexibility & commercial model 1 / 4 / 1 2.6 7
B6 Technology & AI operations 5 / 4 / 4 6 7 B6.2 held at 4 not 5: AI outcome numbers are mostly TP-stated, not client-attributed.
B7 Vertical expertise 5 / 5 5 5

Axis A subtotal 33.2 of 45 · Axis B subtotal 45.6 of 55 · total 78.8 of 100. Each weighted figure is (anchor score ÷ 5) × sub-criterion weight, summed — the rule printed in the appendix.

Flags and open questions

  • Certification scope per entity is not publicly traceable E5 — a buyer should request it directly.
  • A4.1 is now anchored on a recorded rating (Glassdoor 4.4 across 75,000+ reviews, 22 Aug 2026) rather than on an expectation.
  • B6.2 held at 4 not 5 because AI outcome numbers are mostly TP-stated, not client-attributed.
  • Largest remaining evidence gap: Certification scope per entity is not publicly traceable; client-side review evidence does not exist at this scale

Challenge this sheet

Every line above is meant to be checkable. If a datapoint is wrong, out of date, or missing a certificate identifier we could not find, the corrections process is open: submit the evidence and the score is re-derived through the anchors. Facts are correctable; scores follow facts. Accepted corrections are logged in the changelog.