Contact center company Teleperformance announces significant growth during the pandemic

A CONTACT center business that has become one of Northern Ireland’s largest private sector employers has seen an increase in turnover and profits during the pandemic, according to new accounts.

Teleperformance recorded a 61.6% increase in revenue to £460.1m last year, with pre-tax profits up 20% to £18.1m.

It is part of the French group Teleperformance SE, which describes itself as “the largest organization of outsourced omnichannel customer experience management services in the world”.

In a report published on Companies House, the group said the UK part of the business had grown to more than 8,300 employees in 2021.

Around 3,000 workers are thought to be based in Northern Ireland, where the company has operated major hubs in Bangor and Newry.

The Bangor Center at Clandeboye Retail Park was originally established in 2000, with The Quays Shopping Center’s Newry base opening in 2007.

Workforce monitoring by the Equality Commission estimated the company’s workforce in Northern Ireland at 2,641 in 2020.

But the company’s latest report shows that the number of employees increased by 20% in the 12 months ending December 31, 2021, as the company saw significant use of its services amid the pandemic. of Covid-19.

Along with securing a number of new customers, Teleperformance landed a number of UK government and NHS contracts to operate public support services.

The company’s customers also include the Student Loans Company, the RAF and the Royal Navy. In the private sector, it provides services to companies such as Vodafone, eBay, Aviva and Volkswagen.

Teleperformance’s services, which originated as telephone support, now cover a variety of channels including voice, SMS, online chat and social media.

“While the arrival and impacts of the global pandemic in the first quarter of 2020 could not have been anticipated, our restructured operating platform, along with fantastic efforts across the business, have given us enabled us to continue to trade strongly throughout the pandemic and, in fact, to grow our business throughout 2020 and 2021.”