Mise en page 1 - Invest in Tunisia, The Foreign Investment ...

T E L E P E R F O R M A N C E
young, well-trained population,
excellent command of French,
close cultural and economic proximity to France, just two and a half hours away from major French
cities, same time zone (one hour’s difference in the summer).” Marie Pierre Boileau, Director of
TELEPERFORMANCE Tunisia
Readily available human resources are a decisive factor for success. TELEPERFORMANCE Tunisia uses
recruitment and training methods based on high standards of verbal and written ability, client-friendly
service, and oversight/ management of individual and collective performance. High priority is given to
ongoing training of TELEPERFORMANCE Tunisia teams so as to guarantee high level of service.
Programs to strengthen team loyalty (such as incentives and opportunities for career advancement)
provide ongoing motivation. Regular visits by middle management to France contribute to managerial
cohesion between France and Tunisia. Human resources policy in Tunisia is based on a selective
approach that seeks to recruit very high level staff.
Training is a basic building block of TELEPERFORMANCE’s human resource system. TELEPERFORMANCE
Tunisia recruits mainly young graduates who have studied for two to four years after the baccalaureate.
Initial training is carried out at the training center in line with CRM programs. Ongoing training is an
important and regular feature, ensuring that staff periodically updates its know-how and keeps abreast
of the latest developments affecting products and markets. The company’s working environment is
inspired by the latest findings, providing ergonomic, modern conditions that contribute to the well-being
and loyalty of staff.
Key figures for TELEPERFORMANCE Tunisia:
2 modern buildings located in Tunis, in dynamic, international activity zones.
7000 m 2 of premises,
1500 obs, 90% linked to client applications,
8 international liaisons to transmit and issue contacts,
3 locally rented liaisons (for security and to back up the two sites)
14 computer-equipped training rooms
6 recreational spaces, company restaurant
monitoring rooms in France meant to ensure better oversight of activities
20 million euros in turnover.
For TELEPERFORMANCE, Tunisia is a strategic site for the French-speaking market: “In 10 years there will
no longer be any on line call centers in France; TELEPERFORMANCE Tunisia is therefore called on to
significantly increase the number of staff.” Marie Pierre Boileau, Director of Teleperformance Tunisia.
In the next few years, development of in-country business will also help TELEPERFORMANCE Tunisia to
generate part of its turnover from local services.
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