TELEPERFORMANCE_Registration_document_2017

INTRODUCTION TO THE GROUP 1.2 Operations and strategy

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1.2.2 Characteristics by activity

1.2.2.1 Core services Core services include customer relations services (requests for information, subscriptions and sign-ups, customer care, etc.), technical support (repair, optimization, etc.), and customer acquisition (sales and marketing operations).

Though still a small proportion of Group revenue, the share of non-call services (face-to-face, email and chat) is growing steadily. The development strategy of the Group’s omnichannel offering is beginning to bear fruit.

a. Core services key figures  Breakdown of 2017 revenue by Core services activities

By service type

By type of contact

By linguistic region

2%

7%

3% 1% 8%

31%

6%

45%

1%

18%

69%

24%

85%

Inbound calls Outbound calls Face-to-face, e-mail, chat, BPO *

EWAP CEMEA

Customer care Technical support

Customer acquisition

Other BPO *

ibero-LATAM

Debt collection

Other

* BPO: Business Process Outsourcing.

b. A comprehensive domestic and offshore solutions offer made possible by an integrated global network Teleperformance offers clients a unique range of customer experience management solutions worldwide thanks to an integrated domestic, nearshore and offshore operations network in 34bcountries.

The offshore service is defined as the ability to serve a market from contact centers located in another country, using the language of the country where the market is located. Teleperformance’s offshore solutions mainly serve the North American market from Mexico (nearshore) and the Philippines (offshore), in English and Spanish, and some European markets (nearshore solutions).

 Map of offshore/nearshore Group locations and main markets served

Finland

Sweden

Russia

Norway

Canada Canada

Lithuania

Denmark

Germany

Netherlands

Belgium

Poland

Czech Republic

UK

Ukraine

Luxembourg

Slovakia

Switzerland

Romania

Austria

France

Bulgaria

Kosovo

United States

États-Unis

Italy

Albania

Spain

Portugal

Turkey

China

Japan

Greece

Lebanon

Tunisia

Israel

South Korea

Morocco

Jamaica Dominican Republic

Egypt

India

United Arab Emirates

Mexico

Thailand

Philippines

El Salvador

Costa Rica

Vietnam

Guyana

Malaysia

Suriname

Singapore

Panama

Ecuador

Colombia

Indonesia

Peru

Brésil razil

Chile

Australia

Uruguay

South Africa

Argentina

New Zealand

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Teleperformance bb - bb Registration documentbb 2017