Is Teleperformance Set to Make India the Centerpiece of Its Operations?

Teleperformance looks set to make India the centerpiece of its operations, with reports emerging that the French IT/BPO giant is looking to fill up many of its mid and senior-level positions with Indian professionals.

The Paris-based company employs around 90,000 people in India, with most of them serving around 200 clients in English-speaking markets, particularly the United States and the UK.

India accounts for less than 5% of the company’s revenue, but nearly a quarter of its workforce is based in the country. Anish Mukker, Teleperformance CEO in India, recently stated that the company would hire more than 20,000 new employees by the end of this year.

Executives from the South Asian country already occupy many top leadership positions in the company, including its global CIO, Dev Mudaliar; CDO Sidharth Mukherjee; and Bhupinder Singh, President and the officer in charge of the company’s digital transformation services.

Daniel Julien, Founder and CEO of Teleperformance Group, told local news daily “The Hindu” that “India is the world’s largest talent reserve” for the English-speaking world, adding that the company’s headcount in the country would double over the next three years.

The French company recently unveiled a mega delivery center in India’s northeastern city of Mohali, announcing plans to launch similar offices in other cities, including Gurugram, Pune, Hyderabad and Indore. The Mohali center is also equipped with what the company calls a “leadership academy” to train senior employees in executive roles.

Interestingly, most of its offices in India country are not providing contact center services but far more sophisticated data analytics and digital transformation services.

“In India we do more non-voice work simply because voice capability that caters to markets of the US and Europe are much better in the Philippines and South America,” Julien told reporters during his recent visit to the country.

Teleperformance’s Indian business has been growing at an average of 17% in the past 2 years. Mukker expects the growth rate to reach 25% in the years to come.

Teleperformance’s operations in India took a jumpstart in 2018 when it purchased Intelenet for around US$1 billion. The French firm reportedly set aside another US$1 billion to expand operations in the country.