Talk:Teleperformance

An impartial editor has reviewed the proposed edit(s) and asked the editor with a conflict of interest to go ahead and make the suggested changes.

Hi there,

I'd like to ask that the last sentence of the third paragraph in the "Controversies" section be updated as follows, to include all union agreements and the resolution of the investigation:

In April and May 2023, the company signed agreements allowing workers in Colombia, Romania and Poland to unionize. The company also stated, in its 2023 first-half results, that the Colombian government had closed its investigation with no findings against it.^[1][2]

I'd like to let STEMinfo know about this request, as he was interested in the previous one. Thank you! ~~~~ ANishina (talk) 11:55, 30 August 2023 (UTC)

Go ahead: I have reviewed these proposed changes and suggest that you go ahead and make the proposed changes to the page. Lightoil (talk) 13:14, 30 August 2023 (UTC)

This edit request by an editor with a conflict of interest has now been answered.

Hello again, I'd like to ask for the following updates to the article:

• In the Content moderation section, please add:

In December 2022, Teleperformance announced that the Colombian subsidiary had received certification from Bureau Veritas that its operations met social responsibility guidelines.^[1]

• In the Corporate culture subsection, please add:

In 2023 Teleperformance was listed among the top 25 companies with the best global company culture by Comparably.^[2]

Thank you. ANishina (talk) 09:48, 14 September 2023 (UTC)

Hello, I was asked to bring these points to the Talk page due to a concern that they reflect my COI:

The first was to fix the grammar in the lead, and I see that 5 albert square has already reinstated that- thank you.

The second was to clarify that according to the cited Financial Times source the company didn't actively force workers to sleep on the floor, though that was still the outcome of the situation.

The third was to change another instance of "child sexual abuse" to "highly sensitive content" as previously discussed here on the Talk page with STEMinfo.

Tedder, you expressed some concern with these changes. I am happy to discuss here, as you suggested. Thanks for your time, ANishina (talk) 09:54, 3 October 2023 (UTC)

Yeah, the grammar in the lede makes sense, and the "sleep on the floor" makes sense. I obviously missed that "child sexual abuse" was being discussed six weeks ago above- I'm against making that change, WP:SPADE is part of why. It is cited as such, and there's no reason to be euphemistic or minimize it. tedder (talk) 17:50, 3 October 2023 (UTC)

Tedder, thanks for your input. I will go ahead and make the "sleep on the floor" edit. ANishina (talk) 09:40, 9 October 2023 (UTC)

This edit request by an editor with a conflict of interest has now been answered.

Hello again. I'd like to ask that the subheader "Corporate culture" be removed, as the content relates more to the main section called "Controversies".

I would also like to propose the inclusion of the following awards and recognitions:

• Stevie Award^[1]
• World Leader in its field by Gartner's Magic Quadrant in 2013^[2]
• Frost & Sullivan's Company of the Year 2023 for the Asia-Pacific industry^[3]

Thank you, ANishina (talk) 11:40, 23 October 2023 (UTC)

Partly done Only the Stevie award is notable, so that's the only one that will be added. I need a better reason for why that subheading should be removed. It's already located under the Controversy section's level 2 heading — it's not as if the text and the level 3 heading were misplaced under a level 2 heading of a completely different subject. Please advise. When ready to proceed with the requested reasoning, kindly change the request template's answer parameter to read from yes to no. Regards,  Spintendo  13:20, 23 October 2023 (UTC)

Spintendo, thank you.

Regarding the two other bullets in the above request (Magic Quadrant and Frost & Sullivan), perhaps that content would be better suited for the history section in chronological order as follows:

• In the third-to-last paragraph (highlighted in bold):

In 2010, Teleperformance acquired Scottish outsourcing call center 'beCogent' for £35 million.^[1] It ceased operations in December 2021 mainly due to the impact of the COVID-19 pandemic and remote work.^[2] By 2013 Teleperformance had six contact centers in Tunisia.^[3] In 2013, Teleperformance acquired full control of TLS Contact.^[4], and was named World Leader in its field by Gartner's Magic Quadrant for the fourth time.^[5] In 2014, Teleperformance acquired Aegis USA Inc., a major outsourcing and technology company in the United States, the Philippines and Costa Rica. The transaction was approved by regulatory authorities.^[6] From 2014 to 2016, Teleperformance created and/or opened fifteen new centers worldwide. In January 2019, Teleperformance announced its second premises in Cairo. In March 2015 the company announced the opening of a new offshore facility in Paramaribo, Surinam. The multichannel contact center offers support to Benelux clients in Dutch.^[7]

• At the end of the History section:

In 2023, the company was named Frost & Sullivan's Company of the Year for the Asia-Pacific industry^[8]

Regarding the subheading "Corporate culture", it seems that the one sentence listed there is a summary of the entire "Controversies" section, listed just above. This is repetitive and doesn't seem to justify its own subsection. If you feel it's needed, perhaps it could just be placed at the beginning of the Controversies section to introduce the detailed information listed there.

Thanks again for your time, ANishina (talk) 08:15, 26 October 2023 (UTC)

I appreciate your suggestions, but as I stated earlier, those accolades are not independently notable. There is no "Company of the Year for the Asia-Pacific industry" Wikipedia page, nor is there a "Gartner's World Leader" article. Those companies may be notable, but whatever distinctions, honors or awards they come up with ought to have the prominence of their own Wikipedia pages for them to carry any WP:WEIGHT towards inclusion as content in articles. Regards,  Spintendo  09:10, 26 October 2023 (UTC)

Spintendo, thanks for your feedback. As much of the information on Wikipedia isn't Wikilinked, I thought that perhaps if this wasn't phrased as awards but instead as events in the company's history, that might be appropriate since the relevant companies are notable. I understand if you disagree. Could you please take a look at the reason for removing the "Corporate culture" subheader, also mentioned above beneath the two bullets? Thanks again for your time, ANishina (talk) 11:55, 26 October 2023 (UTC)

perhaps it could just be placed at the beginning of the Controversies section to introduce the detailed information listed there Text found in the main bodies of articles are usually placed in chronological order. Whether or not moving the text as you've suggested changes that, I can't really tell. What I need is a verbatim proposal to look at here on the talk page that I can compare with how the article looks currently, in order to garner a sense if the changes are acceptable. Regards,  Spintendo  16:30, 30 October 2023 (UTC)

Certainly, Spintendo. I would argue that the entire statement is not unencyclopedic and violates WP:NPOV, as the rest of the section already details the issues as reported by the sources. If you are uncomfortable removing it completely, my proposed change is highlighted below in yellow:

== Controversies ==

Teleperformance has been repeatedly criticized for privacy violations, surveillance, as well as extremely stressful working conditions for its workers.^[1][2][3] A group of labor unions filed a complaint documenting unsafe working conditions, monitoring, surveillance, union busting and retaliation against employees in ten countries in April 2020. Due to COVID-19 restrictions, workers in the Philippines, including those supporting Amazon's Ring camera contract, had nowhere to sleep but at their workspaces and were unable to meet social distancing requirements. The Financial Times was able to verify this with video and photos, including in a Cebu City office. After the working conditions were made public, the company promised to make improvements, but NBC News reported after six months the company was providing intermittent shuttle service, not properly sanitizing working spaces, and sending workers home without pay if they were quarantined.^[4][5]

While Amazon required support contractors to be onsite, Netflix's contract with Teleperformance allowed employees to work from home.^[4][5]

In Colombia, the union Utraclaro, part of the UNI Global Union, has organized Teleperformance employees, including moderators. In 2021, after the union submitted its demands for the company to protect freedom of association, Teleperformance filed a lawsuit against the union in a labor court.^[6] In November 2022, the Ministry of Labour launched an investigation into the company.^[7] After the investigation, shares in the company dropped by 34%. In April and May 2023, the company signed agreements allowing workers in Colombia, Romania and Poland to unionize. The company also stated, in its 2023 first-half results, that the Colombian government had closed its investigation with no findings against it.^[8][9]

Workers in Colombia, including those working on contracts for Amazon, Apple and Uber, are remotely monitored by the company, including by AI-enabled cameras and voice recording using its own TP Cloud Campus platform. The company stated 240,000 employees in 52 countries were using the platform by mid-2021. Workers in Albania, including those working on Apple content, were protected from webcam monitoring at home through their Data Protection Commission.^{[10][11][12][13]}

===Corporate culture===

Teleperformance has been repeatedly criticized for privacy violations, surveillance, as well as extremely stressful working conditions for its workers.^[14][15][16]

Thanks again, ANishina (talk) 18:25, 31 October 2023 (UTC)

 Done @ANishina: I agree that having the information in two places is unnecessary, and it's somewhat unbalanced if that's all it says about the company's culture. I also removed the DW source, since I didn't see anything in the source that was used in the article. STEMinfo (talk) 23:26, 28 November 2023 (UTC)

Hello again. I am requesting that the following changes be made to the article:

• Modify the Stevie Award mentioned in the Awards section to include context and detail, using the current source #33. Suggested language:

Teleperformance Philippines’ digital recruitment technology won a Bronze Stevie Award at the 2020 Asia-Pacific Stevie Awards for the innovative use of technology in human resources. The technology is aimed at easing the job application process for Filipino people.

 Not done I'm not sold that the Stevie is notable, since the Stevie Awards article has only two reliable independent sources, and nothing more recent than 20 years ago. Regardless, the source you provided is syndicated content, barely better than a press release. It's very likely someone will remove the award at some point so I'm not going to expand the related award description you requested. STEMinfo (talk) 03:28, 16 November 2023 (UTC)

• Delete the list of client companies included in the last paragraph of the Controversies section. It is out of context; the source and the topic of the section do not have to do with specific companies- those companies should be removed or potentially included under general History instead.

Partly done A company employee serving Apple is specifically mentioned in the source as being part of the program, but the other two companies are not, so I removed them. STEMinfo (talk) 03:28, 16 November 2023 (UTC)

• Replace the word "criticized" used in the Teleperformance#Content_moderation section with "scrutinized" or "investigated" to align with The Forbes article provided as a source for this content.

 Not done I read the source and think "criticized" is appropriate. The Forbes report drew concerns about both companies from the bipartisan leaders of the powerful Senate Commerce consumer protection panel, Democratic Senator Richard Blumenthal and Republican Senator Marsha Blackburn, who demanded answers from Teleperformance and its client. You didn't use the {{edit COI}} template so nobody else will see this if they aren't watching the page. You can always try to repost and try to establish consensus STEMinfo (talk) 03:28, 16 November 2023 (UTC)

Thanks again for your help. — Preceding unsigned comment added by ANishina (talk • contribs) 23:02, 9 November 2023 (UTC)

I also reworded the statement sourced with a press release to indicate that the announcement was made using a press release. STEMinfo (talk) 03:28, 16 November 2023 (UTC)

STEMinfo thank you for looking into this. If you have a moment to look at my request and the subsequent discussion at Talk:Teleperformance#Corporate_culture_and_awards, I would appreciate your input there as well. I was previously engaged with Spintendo, but he hasn't responded in a while. Thanks again. ANishina (talk) 12:23, 28 November 2023 (UTC)

I'm still here, but as it has been awhile since the discussion you've mentioned, if you could briefly re-iterate what changes you'd like to be made, that would be most helpful. Thank you! Regards,  Spintendo  01:20, 23 December 2023 (UTC)