TELEPERFORMANCE_Registration_document_2017

INTRODUCTION TO THE GROUP 1.2 Operations and strategy

1

 Breakdown of revenues by business sector

2017 14%

(% of annual revenue)

2016*

2015 23% 10% 33% 13% 12%

Telecoms, Internet

19%

Pay TV

7%

9%

“Telecommunications” sector

21% 14% 12% 14%

28% 14% 13%

Technology, consumer electronics, media

Financial services

Healthcare and insurance

7% 6% 6% 6% 4%

9% 6% 6% 5% 4%

Public sector

7% 6% 7% 3%

Travel agencies, hotels, airlines

Retail, e-commerce

Energy Other

16% 79%

16% 72%

12% 67%

“Non-telecommunications” sector

TOTAL

100%

100%

100%

* Excluding LanguageLine Solutions, company acquired in September 2016.

 Client portfolio concentration rate (% of total revenues*)

The acquisition of LanguageLine Solutions in September 2016bhelped strengthen this diversified profile over 2017, specifically in the healthcare, financial services and public sectors. The Teleperformance offering is at the cutting edge in an increasingly digital customer environment. The contribution of new economy players to Teleperformance revenues* increased significantly, from 3% in 2013bto 10% in 2017. The most prominent sectors in this e-servicesbenvironment include retail, transportation, leisure, travel agencies, consumer goods and social media. This change contributes significantly to the Group’s strong revenue growth worldwide. It is a reflection of the Group’s ability to meet the new customer experience requirements of new economy players. 

2017

b

2016

2015

Top client

8%

7%

6%

Top 5

20% 30% 43% 61% 75%

20% 30% 44% 61% 75%

20% 31% 45% 63% 77%

Top 10 Top 20 Top 50 Top 100

* Excluding LanguageLine Solutions revenues given the specific nature of LanguageLine Solutions’ interpreting business, with a portfolio of 25,000 clients including individual users, this company, a Group subsidiary since September 2016, was not included in the calculation of the concentration rates Despite Teleperformance’s status as the preferred partner of a large number of leading multinationals in their industries, none of its clients accounts for over 8% of revenues. The concentration of the client portfolio is globally stable over the last three years. 1.2.1.5 Cutting-edge technology serving a better customer experience Teleperformance delivers its services to clients through a complex technological platform that integrates various aspects of information technologies: powerful connexion technology, hardware and software.

 Contribution of new economy to Group revenues*

10%

90%

3%

97%

Other verticals (2017) New economy (2017) Other verticals (2013) New economy (2013)

* Amongst the top 50 Group clients in revenues.

14

Teleperformance bb - bb Registration documentbb 2017