TELEPERFORMANCE_Registration_document_2017

INTRODUCTION TO THE GROUP 1.2 Operations and strategy

circuit” personal data protection framework is strengthened by a compliance audit function (see sectionb2.1.1.6 Data security and protection risks ) and is based on proprietary technology designedbto: ■ informmanagers of agents’ unauthorized access to information; ■ provide a standard and secure method enabling agents to take notes while switching from one screen to another, thus reducing the risk of data leaks; ■ manage and monitor end-to-end compliance, from proof of download required by the GECSP to reports sent to senior management. In this respect, in October 2017bthe Group was awarded the prestigious international HPE-IAPP Privacy Innovation Award in the Privacy Operations category. The awards, presented at the IAPP Privacy Security Risk (PSR) conference held in San Diego, California, recognized organizations that use data privacy to differentiate themselves and strengthen customer and public confidence. Group compliance with the new European GDPR (General Data Protection Regulation) Teleperformance’s organization in terms of security will comply with the European General Data Protection Regulation (GDPR) when it comes into force in May 2018. The compliance process will meet the regulatory requirements specific to each business sector, and will enable certifications requested by clients to be obtained. The GDPR is the first complete overhaul of data privacy regulations by the European Union (EU) in 20byears. It lays down new guidelines on data privacy and aims to standardize applicable laws throughout the EU. The regulation applies to data managers and service providers, regardless of their location, that process personal data within the EU as part of a goods or services offering, or outside the EU when this concerns European individuals. c.

The regulation therefore not only affects Teleperformance’s operations within the EU, but also most of its operations worldwide, given its international client portfolio and the types of solutions offered by the Group. In addition, Teleperformance has decided to use the GDPR as a guideline for its own confidentiality rules applied throughout the Group. In January 2018, Teleperformance obtained Binding Corporate Rules (BCR) certification from the French Data Protection Authority ( Commission nationale de l’informatique et des libertés or CNIL). These rules are expected to be applied by all Group subsidiaries, which will enable the transfer and processing of data on a global scale. 1.2.1.7 A comprehensive, high value-added consulting solution In order to support companies in their goal to constantly improve the customer experience, in 2017 Teleperformance decided to launch a new high value-added consulting solution slated for roll- out in 2018: Praxidia. Praxidia is founded on the Group’s unique knowledge of companies’ grassroots customer experience requirements throughout the entire world. The client company benefits from the Group’s expertise in over twenty key sectors, state-of-the-art R&D facilities (CX Lab) and data analytics solutions. The goal is to become the customer experience preferred partner, fully in line with the Group’s strategy to ramp up its service offering. This solution increases the high value-added services range offered to the Group’s global accounts and thus enables it to strengthen its partnership with them over the long term. This new solution, resulting from the natural evolution of Teleperformance’s core business towards greater value-added and an increased focus on technology, is one of the cornerstones of the Group’s ongoing transformation.

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 Value creation generated by Praxidia

EFFICIENCY

SUBJECT MATTER EXPERTS

PREDICTIVE MODELS & ENTERPRISE FEEDBACK MANAGEMENT

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CUSTOMER INSIGHTS & EXPERIENCE TRANSFORMATION

Multidisciplinary ȏ 6LJPD ȏ Psychosocial ȏ 3URMHFW OHDGHUV

CUSTOMER SERVICE ORGANIZATION ASSESSMENTS

“CX LAB” 180,000 SURVEYS/YEAR

Process analysts

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FROM THE FRONT LINE

“COMPLEXITY & COSTS”

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