Teleperformance Wins Major NHS Contract

Teleperformance, the global leader in outsourced omnichannel customer experience management, announced that it has been awarded a three-year contract to run the NHS e-Referral Service (e-RS).

NHS e-Referral Service (e-RS) is used to make around 40,000 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 on the phone or online.

From April 2019, Teleperformance teams will handle all telephone contact 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.

Part of the service will also include handling contacts from NHS Health Care Providers in the event of changes around availability of appointments that need to be communicated directly to patients.

In addition to the contact centre operation, Teleperformance will be providing a large-scale print and direct mailing service for appointment confirmation and supporting information.

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 NHS e-Referral Service (e-RS), which plays a vital part in assisting patients to understand what options are available to them”.

Teleperformance was praised by the NHS Digital Evaluation Panel for the quality of its bid and solution: “This was an excellent, detailed response giving clear rationale and providing an excellent level of confidence. The evidence of scaling of the service was excellent, so was the identification of security controls which showed an excellent understanding of the needs of the service.”

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.”


Teleperformance (TEP – ISIN: FR0000051807 – Reuters: ROCH.PA – Bloomberg: TEP FP), the global leader in outsourced omnichannel customer experience management, serves as a strategic partner to the world’s largest companies in a wide variety of industries. Its customer care, technical support, customer acquisition, consulting & analytics, digital integrated business service solutions and other high-value specialized services ensure consistently positive customer interactions that are reliable, flexible and intelligent. The company has established the highest security and quality standards in the industry and uses proprietary deep learning technology to optimize flexibility on a global scale.

The Group’s 300,000 employees, spread across nearly 80 countries, support billions of connections annually in 265 languages and enhance the customer experience with every interaction. In 2017, Teleperformance reported consolidated revenue of €4,180 million (US$4,720 million, based on €1 = $1.13).

For further information, please visit the Teleperformance website at