Two TP-UK Bangor Call Centre Managers Win at the UKCCA Awards 2019


We are delighted to announce that two of our Contact Centre Managers from our Bangor NI team were worthy winners at the UKCCA awards this week.

Heather Crowe was awarded BRONZE for Contact Centre Manager of the Year Outsourced.

Heather said “I am absolutely delighted, to be recognised in the industry as a finalist is an achievement in itself, let alone being awarded the Bronze award for Contact Centre Manager of the Year”

David Lutton hit the jackpot, being awarded GOLD for Contact Centre Manager of the Year Outsourced.

David said “It was amazing to be awarded the Gold for Contact Centre Manager of the Year, still in shock. For Heather to get the Bronze that night and TP getting 2 of the top 3 was a brilliant achievement. Thanks to all our work colleagues that have helped us over time to achieve these accolades”

We asked SVP for Client Operations Stephen Morrow to share his thoughts from the event
“this is a tremendous achievement for both David and Heather to be awarded such a prestigious UK Contact Award. All of their colleagues in NI are so proud of their success”

What a remarkable achievement Heather & David – Congratulations!

#UKCCA19 #eachinteractionmatters

Teleperformance Airdrie awarded for “Outstanding Commitment”

Our values continue to be strong in our Teleperformance Airdrie site. Today our team received an award for “Outstanding Commitment” shown to Remploy through their programme Fair Start Scotland, a partnership that spans over 12 years.

The team were awarded this commitment award having retained the highest number of Remploy candidates across all of their partnerships within Scotland. We are so thrilled to accept this award and as you can imagine there are smiles all round.

Teleperformance announces new CEO for UK and Republic of South Africa

Teleperformance has appointed Gary Slade as CEO of its UK and Republic of South Africa business.

Gary, who joins the firm from Concentrix, has built a career in outsourced customer engagement and brings a wealth of experience to operations.

For the past four years, Gary has been General Manager, responsible for the Europe BPO (Business Process Outsourcing) business of Concentrix. He has extensive experience with both public and private sector clients.

Commenting on his appointment, Gary said: “Teleperformance is an outstanding company and I extremely excited to be a part of its future. I am also very fortunate to have inherited a great team with a fantastic group of clients and capabilities.”

“These are both challenging and exciting times to be engaged in the customer experience industry, the shape of which is changing rapidly in both technology advances and consumer behaviours.”

Armed Forces Covenant – Bronze Award

We are pleased to confirm that Teleperformance UK has received the bronze award from the Defence Employer Recognition Scheme (ERS).

This ERS recognises commitment and support from UK employers for defence personnel.

What is the Armed Forces Covenant?

To those who proudly protect our nation, who do so with honour, courage, and commitment, the Armed Forces Covenant is the nation’s commitment to you.

It is a pledge that together we acknowledge and understand that those who serve or who have served in the armed forces, and their families, should be treated with fairness and respect in the communities, economy and society they serve with their lives.

What is being done?

The covenant focusses on helping members of the armed forces community have the same access to government and commercial services and products as any other citizen.

This support is provided in a number of areas including:

education and family well-being

having a home

starting a new career

access to healthcare

financial assistance

discounted services

Further information about support services available to both serving personnel and their families , and veterans and their families  are provided on GOV.UK.

Who is involved?

The covenant supports serving personnel, service leavers, veterans, and their families. And is fulfilled by the different groups that have committed to making a difference.

These include:

Central government, overseen by the Ministerial Covenant and Veterans Board

Single services (Royal Navy, British Army, Royal Air Force)

Businesses of all sizes

Local government



Cadet forces and their adult volunteers

Does it apply to you?

If you are a member of the armed forces, a veteran, or a family member, the Armed Forces Covenant offers a wide variety of support to ensure you are being treated fairly.

Visit Armed Forces Covenant guidance and support for information  on the breadth of the covenant and the support it provides.

Teleperformance Wins Renewal of Major Banking Contract

The UK banking group CYBG has extended its contract with Teleperformance, the worldwide leader in outsourced omnichannel customer experience management.


The UK banking group CYBG has extended its contract with Teleperformance, the worldwide leader in outsourced omnichannel customer experience management.

Teleperformance agents will manage general banking and credit card enquiries, as well as support CYBG’s digital channels, mortgage appointment bookings and business banking enquiries.

The CYBG group includes the established and trusted brands of Clydesdale Bank, Yorkshire Bank, Virgin Money and B.

Matt Sims, Chief Executive Officer of Teleperformance UK and South Africa, said: “We are particularly delighted to be continuing our close relationship with CYBG, one of the UK’s most innovative banking groups. This extension to our contract with the group, and the trust that it implies, is a tribute to the quality of support we provide across all channels.”

Gavin Opperman, Group Customer Banking Director at CYBG, said: “Teleperformance has consistently met our very high standards for customer engagement. I have no doubt it will continue to do so as we develop further our already strong focus on customers and businesses.”

Message from CEO Daniel Julien

Teleperformance CEO Daniel Julien has written an inspiring blog post about the way that all of us treat others and the importance of caring for people in order to achieve happiness and success. Available here



Teleperformance Wins Major E.ON Customer Service Contract

Teleperformance have been awarded a three-year contract to provide Customer Service and Sales Through Service support for E.ON.

From December 2018, Teleperformance teams will handle selected voice and non-voice contacts, including webchat and email from customers wishing to join EON, change tariffs, discuss their accounts, move home and renew their agreements. Agent teams across multiple Teleperformance contact centres, will assist customers with their requirements, whilst also identifying where other products and services that may be relevant, such as the installation of SMART meters.

Chris Lovatt, Managing Director Residential at E.ON commented:  “At E.ON, we pride ourselves on delivering customer service that is responsive, friendly and helpful. We know that Teleperformance is a people company, making it the perfect partner.”

Matt Sims, CEO of Teleperformance UK & South Africa, said: “This significant contract win in the UK utility sector is an excellent platform from which we can further grow our relationship with E.ON. It is testament to our track record of delivering the highest standards of service to our clients’ customers.”

TPUK wins MAJOR NHS e-Referral Contract

Three-year contract announced to run the NHS e-Referral Service Telephone Appointment Line.


Teleperformance have been awarded a three-year contract to run the Telephone Appointment Line as part of the NHS e-Referral Service.

NHS e-Referral Service (e-RS) is used to make around 70,000 referrals daily.  The service combines electronic booking for patients with a choice of place, date and time for first hospital or clinic appointments. Patients can choose their initial hospital or clinic appointment, book it in the GP surgery at the point of referral, or later at home online, or by phoning the Telephone Appointment Line.

From April 2019, Teleperformance teams will handle all these telephone contacts from patients who need to make a hospital appointment after a GP referral.  Agent teams across two of Teleperformance’s contact centres, in the UK, will assist patients in identifying and booking the appointment that is most convenient and accessible for them.

In addition to the contact centre operation, Teleperformance will be providing a large-scale print and direct mailing service to remind patients to book their appointments after being referred.

Commenting on the award, Rachel Robinson, Executive Vice President of Public Sector Services for Teleperformance, said: “We are very proud to have been awarded the contract to deliver the Telephone Appointment Line (TAL), which plays a vital part in assisting patients to understand what options are available to them”.

Matt Sims, CEO of Teleperformance UK & South Africa, said: “This significant contract win is an excellent platform from which we can further grow our engagement with the NHS. Awarded via the Crown Commercial Services Contact Centre Framework, this contract award is testament to our track record of delivering the highest standards of customer service in the services we provide on behalf of Government.”