Sitel eyes Teleperformance after Majorel acquisition
Contact center solutions provider Sitel is reportedly going after its industry rival Teleperformance after agreeing to acquire IT service management firm Majorel.
In an acquisition agreement shared with the public, Majorel’s shareholders, Bertelsmann Luxembourg and Saham will remain partners in the new entity, with 17.3% each.
Meanwhile, the Mulliez family will be the most important shareholder of the new Sitel-Majorel entity, which will have 240,000 employees in 55 countries to its – new and yet to be announced – name and is expected to generate 5.4 billion euros in revenues.
A report by En-Contact Magazine said that the global competition, after the recent various consolidation operations, will depend on the ability of those groups to integrate the technologies enabling the automation of customer relations seamlessly.
En-Contact editor Manuel Jacquinet said, “All those players have consulting entities that select startups or audit new processes in BPO to improve customer journeys. It is no longer merely a matter of having call center agents available all over the world, which was the essential feature of the last ten years.”
More than 50% of outsourced customer experience companies are based in France.
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