TELEPERFORMANCE_Registration_document_2017

INTRODUCTION TO THE GROUP 1.2 Operations and strategy

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1.2 Operations and strategy

1.2.1 World leader in outsourced customer experience management

1.2.1.1 Outsourced customer experience management The Group delivers advisory and integrated solutions to corporations and governments worldwide to manage and optimize all aspects of the customer experience cycle on their behalf, as well as providing high value-added Specialized services. The services offered fall into two categories: ■ Core services , including customer relations services (requests for information, subscriptions and sign-ups, customer care,betc.), technical support (repair, optimization,betc.) and customer acquisition (sales and marketing operations); ■ Specialized services , high value-added services including online interpreting, visa application management, data analytics and debt collection. For every area of service, Teleperformance offers omnichannel solutions and meets the requirements expressed by consumers over-the-phone, via email, SMS, online chat, in person, on social media,betc. Its solutions are tailored to each business sector and offered in a variety of languages. Teleperformance has extensive resources with which to fulfill its mission. The Group offers businesses around the world its know-how in terms of human resources management, dedicated customer experience infrastructures as well as high-performance technology ensuring quality, security and reliability. The Group relies on its global network to serve a large number of markets from sites based locally or in a neighboring (nearshore) or remote (offshore) country. 1.2.1.2 Leading position worldwide Today, the Group owns approximately 171,000 computer workstations covering more than 160bmarkets and has 223,000 employees at over 350bcontact centers in 76bcountries. The Group manages programs in 265blanguages and dialects on behalf of major multinationals operating in various industries. In its structure as well as in its external communication, the Group distinguishes between two business categories: Core services and Specialized services. Core services are organized around 3bmajor linguistic regions: ■ the English-speaking and Asia-Pacific region (EWAP); ■ Continental Europe, Middle East and Africa (CEMEA). Specialized services are provided by LanguageLine Solutions (online interpreting), TLScontact (visa application management), AllianceOne Receivables Management (debt collection) and Teleperformance Analytics. The breakdown ot countries where the Group operates by linguistic region is presented in section 1.4.2 Operational organization chart . ■ the Ibero-LATAM region;

The breakdown of the Core services revenue by linguistic region continues to reflect the Group’s unique position as a world leader in its main market.

 Breakdown of revenues by linguistic region and activity

Core services 85%

26%

39%

20%

Specialized services

15%

EWAP Specialized services CEMEA

Ibero-LATAM

 Breakdown of total headcount by linguistic region at December 31 st , 2017

Specialized services

6%

18%

42%

34%

Core services 94 %

Specialized services EWAP Ibero-LATAM

CEMEA

The Group’s workforce is mainly deployed across strong potential markets. The Philippines, the United States, Mexico, Brazil, Colombia and India accounted close to 60% of the Group’s total workforce at Decemberb31 st , 2017.

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Teleperformance bb - bb Registration documentbb 2017