TELEPERFORMANCE_Registration_document_2017

INTRODUCTION TO THE GROUP 1.2 Operations and strategy

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■ Secure Contact (Secure IVR)

b.

Customer Relations and automation

● Launched in 2015, the objective of this solution is to protect customers’ sensitive data given over the phone (e.g. credit card data) through the activation of an automated processing system allowing the agent not to be exposed to this data.

■ TP Clientb&bTP Marketing

● Versatile CRM platform enabling omni-channel engagement: voice, video, chat, email, bots, social media. ● Created in 1999, its latest version deployed in late 2017bincludes new features to manage chat interactions. ● This CRM tool is the basis of the Group’s integrated omnichannel strategy; to date it has been implemented with more than 150bclients. ● Automated and intelligent service in partnership with Artificial Solutions and integrated with TP Client in 2017. ● Advanced Natural Language Processing functionality, support for the various languages and integrates with various messengers and social media platforms. ● The fields of application are varied and include the IoT (connected cars, smart home…), mobile apps and wearables. c. Security ● Real-time agent monitoring and security alert system in case of fraudulent behavior. ● Audio and visual monitoring of the workstation and its environment. ● This solution was created in 2007band its latest version was deployed in late 2017. ■ TP Bot ■ TP Observer

1.2.1.6 Dedicated operations management procedures

a. General principle The Group constantly strives for excellence in the service it delivers to its clients. This goal is achieved through a quality people strategy, a global “army” of over 220,000 people devoted to clients, as well as dedicated operations management processes enabling them to deliver and measure the level of quality required, ensuring compliance with the quality level worldwide in a data security and privacy environment that complies with the latest standards. At the subsidiaries, the Group has implemented TOPS ( Teleperformance Operational Processes and Standards ), BEST ( Baseline Enterprise Standard for Teleperformance ), as well as business standards such as the COPC ( Customer Operations Performance Centers ) standard and the French Customer Contact Center Service standard. The system is also based on international management standards such as ISO 9001.

 3 examples of operations management procedures

Procedures

Objectives

TOPS are a process used to manage daily performance. The TOPS process allows performance and quality to be optimized, while managers are able to dedicate the majority of their working time to their agents. It was designed by the Group tomanage its operations in a standardized manner in each subsidiary. It allows for improved quality control. The TOPS process has been deployed in all subsidiaries. These processes can use the Group’s integrated software suite for service management (CCMSb– see below). TOPS provides the Group with a reference framework for all its operations. These standards are guidelines as to quality standards that guarantee a high level of service and performance and proactive management of existing and future programs. BEST also reinforces best practices in Human Resources management and projects for all Teleperformance operations worldwide. The COPC-2000 ® standard supplies contact center management teams with the necessary information to improve their operational performance. COPC certification also provides a model for global performance management linking all of the Company’s business areas. It also ensures operational consistency by meeting the high-performance criteria required by the COPC standard. Teleperformance develops its own team of chartered coordinators and COPC-certified internal auditors.

TOPS (Teleperformance Operational Processes andbStandards)

BEST (Baseline Enterprise Standard forbTeleperformance)

COPC (Customer Operations Customer Centers)

b. Security procedures and standards In an increasingly complex and challenging environment with regard to data security, Teleperformance has become a leader in this field within its business sector. Clients recognize this positioning as a major differentiating factor. The Group is fully compliant with international standards such as ISO 27001band the PCI (Payment Card Industry) and HIPAA (Health Insurance Portabilityb&bAccountability Act) standards.

In 2015, the Group implemented worldwide a set of innovative security rules called the Global Essential Compliance and Security Policies (GECSP), designed to identify potential risks of fraud or breach of security rules and standards. The “closed

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Teleperformance bb - bb Registration documentbb 2017