Teleperformance says it is entering a new phase centred on artificial intelligence, new leadership and cost efficiency as the outsourcing industry faces pressure from generative AI.
The group is moving away from the operational era of founder Daniel Julien and will now operate under chairman Moulay Hafid Elalamy and chief executive Jorge Amar.
The company launched more than 500 AI projects in 2025 and is scaling its TP.ai FAB platform. A new board committee dedicated to AI and innovation has been created to address cybersecurity and data management challenges.
Teleperformance says its AI tools increased sales conversion rates for technology clients by nearly 38% and improved debt recovery by four percentage points through predictive analytics.
The wider outsourcing sector has been shaken by advances in generative AI. Klarna has said its AI assistant can handle the work of hundreds of agents, raising questions about the future of traditional call centre work.
Teleperformance says opportunities remain in specialised services. Its subsidiary LanguageLine Solutions continues to provide real-time translation for healthcare and government clients, while demand for trust and safety services is growing as online content expands.
The industry is also shifting towards outcome-based pricing, where providers are paid for results rather than hours worked. Competitors including Concentrix and Webhelp are adopting similar models.
Teleperformance reported revenue of €10.2bn in 2025, down 0.7% on a reported basis but still growing on a like-for-like basis. It plans to pay a dividend of €4.50 per share. More than 90 efficiency programmes are underway to automate functions and cut costs, with expected annual savings of €100m. Restructuring costs of €70m to €90m are expected from 2026.
The savings drive is partly a response to weaker demand in higher-cost markets, especially in the United States. The company aims to maintain its 14.6% EBITA margin while forecasting modest revenue growth of 0% to 2% in 2026.
Teleperformance reported nearly 4% growth in multilingual hubs in Egypt, India and South Africa as clients combine AI tools with lower-cost global talent.
The leadership shift includes the appointment of Mr Amar, a former partner at McKinsey & Company, to lead the company’s AI-first strategy. The chairman’s influence is also reflected in closer ties with Saham Group and the appointment of Moulay Mhamed Elalamy following the acquisition of Majorel.
