Teleperformance is making larger bets on India, pointing to a plan to turn the country into one of the company’s certpieces in its global operations.
Company leadership confirmed big plans for expansion in India, where it aims to add 60,000 jobs over the next two years. In mid-2022, Teleperformance India CEO Anish Mukker spoke about hiring 20,000 in the country over the following 18 months.
The new hires would put Teleperformance’s overall headcount in India above 150,000 people.
Exclusive interview with @bsindia on TP’s strategic expansion plans in India.
Anish Mukker, CEO – TP in India, talks about hiring over 60,000 employees in the next 2 years.
— Teleperformance India (@TPIndiaOfficial) July 27, 2023
The annoucement comes barely a month after the French BPO named Indian national Bhupender Singh as Deputy Chief Executive Officer. It’s been reported that Singh is the heir apparent to current chairman and CEO Daniel Julien.
Indian nationals already occupy several of Teleperformance’s top leadership positions, including its global CIO (Dev Mudaliar) and CDO (Sidharth Mukherjee). Even though India accounts for less than 5% of the company’s revenue, more than a quarter of its workforce is based in the country.
Teleperformance runs dozens of delivery centers in major cities across India, including Gurugram, Pune, Bangalore, Mumbai, Chennai and Kolkata. In June of this year, company executives reportedly met with ministers in the state of Telangana and discussed plans to open delivery centers in tier-2 cities.
Teleperformance recently unveiled a mega delivery center in India’s northeastern city of Mohali, which is also equipped with what the company calls a “leadership academy” to train senior employees and funnel them into executive roles.
An Eye for Talent
“India is doing a lot of high-end non-voice work already. And for that, India has the best talent that any country has to offer, whether it is underwriting or financial planning or solving problems for customers […] There is no other country that offers better talent,” Mukker told Business Standard.
India’s rapid economic growth has helped Teleperformance win contracts within the country. Mukker says nearly 30,000 of the company’s 90,000 workers in India are serving local clients.
Most of Teleperformance’s offices in India are not providing contact center services, focusing instead on far more sophisticated offerings, such as data analytics and digital transformation.
“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,” CEO Daniel Julien told reporters during his recent visit to the country.
Teleperformance’s Indian business has been growing at an average rate of 17% in the past two years. Mukker expects growth to reach a 25% rate in the years to come.
The firm’s operations in India got a major boost in 2018 when it acquired Intelenet for around US$1 billion. Julien told the Indian press that, between 2022 and 2025, Teleperformce’s investment in the country would amount to 2 billion euros (US$2.2 billion).