In a low-margin industry, how do you ensure that everyone is always watching costs and being rewarded for it when things are going well?

“We are not a business in which you run very high margins, so you have to pay close attention to costs.” Speaking is Jeroen Hollestelle. The Dutchman has been heading Teleperfomance in the Czech Republic for a year. “When I came in here it was not managed financially as you might expect. Most of the contracts had been signed five, six or seven years ago. With suppliers, I came across contracts that at first glance I thought: that’s pretty expensive all around. Contracts were renewed automatically, hardly taking into account that volumes were increasing or decreasing.