TELEPERFORMANCE_Registration_document_2017

ENVIRONMENTAL, LABOR AND SOCIAL INFORMATION 5.5 Social and environmental issues and targets

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5.5 Social and environmental issues and targets

Teleperformance’s stakeholders include our clients, consumers, employees and the shareholders who monitor our operations. Since 2013, the Group has decided to adopt specific and measurable improvement targets in the area of environmental, labor and social responsibility. The targets are adapted to the stakeholders and issues concerned.

5.5.1 Staff issues and targets

5.5.1.1 Training The Group places particular importance on training, a core component of its operations. 32,413,418 training hours were provided throughout the Group in 2016. A target increase of 3% had been set for 2017. ➔ This goal was achieved, since 34,189,097btraining hours were provided in 2017, an improvement of 5.47%. ■ Teleperformance’s target for 2017-2020 is to win two Great Place to Work ® awards in each of its three operating regions (CEMEA, EWAP and Ibero-LATAM). In 2017, seven Teleperformance subsidiaries obtained Great Place to Work ® awards: ● CEMEA: Teleperformance Hellas (Greece) received the award for the 2 nd time; ● EWAP: Teleperformance India won a prestigious award for the 4 th time: #1 BPO in India by the Great Place to Work Institute ● Ibero-LATAM: five subsidiaries received an award: Teleperformance Brazil for the 8 th year running, the Mexico and El Salvador subsidiaries for the 4 th year running, the 5.5.1.2 Quality of life at work

Dominican Republic subsidiary for the 3 rd year running and Teleperformance Portugal for the 7 th time; ➔ The three-year target is well on the way towards achievement, as one region (Ibero-LATAM) has already obtainedmore than two Great Place to Work ® awards. ■ In 2016, 102,701 employees replied to the annual satisfaction survey. The Group was aiming for a 3% annual increase in that figure. ➔ This goal was achieved, since 113,481 employees replied to the survey in 2017, an increase of 10.47%. Moreover, we increased the number of countries that replied to the survey, from 44bin 2016bto 47bin 2017. 5.5.1.3 Gender equality Our goal is to maintain an even overall breakdown between men and women. In 2016, the ratio was 53% women to 47% men. It remained similar in 2017, namely 52.67% women to 47.31% men. ➔ The equality objective has therefore beenmaintained.

5.5.2 Social issues and targets

➔ The target for 2017bhas been largely exceeded, since over US$5.7bmillion in cash and in-kind donations was collected during the year.

5.5.2.1 Citizen of the World For the period from 2017bto 2020, Teleperformance has set itself the target of raising US$4 million a year in cash or kind.

5.5.3 Environmental issues and targets

➔ This target was not reached this year, as the carbon footprint per employee at constant consolidation scope increased by 0.9%, from 0.765bton per employee in 2016b to 0.772b ton in 2017, mainly due to the increased number of employee trips.

5.5.3.1 Carbon footprint per employee Given that in 2015bthe Group introduced a monitoring system for greenhouse gas emissions, this indicator is regularly monitored with a view to regularly reducing the carbon footprint per employee.

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