TELEPERFORMANCE_Registration_document_2017

INTRODUCTION TO THE GROUP 1.2 Operations and strategy

 Breakdown of Core services revenue by program type

1

2017 60% 40%

(% of annual revenue)

2016 62% 38%

2015 65% 35%

Domestic

Nearshore/offshore

 Breakdown of LanguageLine Solutions revenue by language service type

1.2.2.2 Specialized services 1.2.2.2.1 LanguageLine Solutions

7%

On Septemberb 19 th , 2016, Teleperformance acquired LanguageLine Solutions from a private investment fund and minority shareholders. LanguageLine Solutions is the leading provider of over-the-phone and video interpreting solutions in North America, serving a range of companies and institutions in the healthcare, insurance, financial services, telecommunications and public sectors. Founded in 1982bin Monterey, California, LanguageLine Solutions posted 2017brevenues of US$450bmillion. LanguageLine Solutions provides essential services to a wide range of clients in sectors where Teleperformance already has a strong presence in the areas of customer relations and technical support. In 2017, this company offered services in over 265blanguages to 25,000 clients in the United States, Canada and the United Kingdom, backed by an efficient network of nearly 8,400binterpreters, 70% of whom work from home. LanguageL i ne So l u t i ons ’ pos i t i on i ng s t r eng t hens Teleperformance’s global leadership in the high value-added services sector as well as boosting its growth and profitability profile. The goal is to gradually expand LanguageLine Solutions’ operations across all Teleperformance markets, and to generate synergies between the Group’s various business lines. Description of the range of solutions The over-the-phone interpreting service (“OPI”) offers fast access to highly-qualified interpreters 24/7, all year round, in 265bLanguages. Video remote interpreting (“VRI”) enables direct face-to-face interaction thanks to dedicated equipment or mobile platforms that improve the experience, due to the addition of visual aids and body language. On-site interpreting (“OSI”) is required for more complex interactions, for example involving several participants or young children, or regarding sensitive topics. The range of services includes document translation and localization services. These services are often selected in addition to online interpreting services already provided to a client. LanguageLine Solutions also supplies specific training and equipment solutions related to linguistic services.

5%

4%

84%

Over-the-phone interpretation ("OPI") Video-remote interpretation ("VRI")

Onsite interpretation ("OSI") Others

 Breakdown of LanguageLine Solutions revenue by client sector

10%

16%

13%

17%

44%

Financial services Insurance Government

Medical Others

A global network of interpreters working from home In 2011, LanguageLine Solutions made a major change to the management of its interpreter database, by switching from a contact center system to a work-at-home (WAH) system. The 8,400 LanguageLine Solutions interpreters are currently spread across 12bcountries. The increasing pool of WAH interpreters is a key strategic advantage enabling LanguageLine Solutions to ensure a constant supply of interpreters perfectly tailored to demand. LanguageLine Solutions interpreters are able to deliver consummate quality of service thanks to the ERP Olympus cloud platform system.

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Teleperformance bb - bb Registration documentbb 2017