TELEPERFORMANCE_Registration_document_2017

INTRODUCTION TO THE GROUP 1.2 Operations and strategy

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Commonwealth (United Kingdom and Australia) and countries with specific regulations (Cyprus, Kazakhstan). TLScontact has a robust and unique development model. It enters into long-term contracts with governments, but it is usually the applicant who pays for the services of TLScontact in addition to visa fees and therefore appreciates the quality of the application handling process. As a “one-stop shop” for visa applicants, TLScontact is able to offer them a range of high value-added products and services (travel insurance policies, VIP or fast track processing, etc.). Lastly, the outsourcing market continues to evolve with new governments signing up, convinced by the value-added offered by this solution, TLScontact innovative solutions enabling strong productivity gains. The outlook for TLScontact’s business growth is strong, based not only on a continued increase in tourism notably from Asia, but also on the Company’s ability to take advantage of its visa application expertise, client portfolio and global network integrated with that of Teleperformance, in order to break into other markets centered around the issuance of secure identification documents, such as residence permits and driver’s licenses. Changes in the geo-political and geo-economic landscape in certain regions (Brexit, crisis in the Middle East, etc.) has created a number of business opportunities for TLScontact, given the influx of people to accommodate and process. 1.2.2.2.3 Teleperformance Analytics Teleperformance Analytics is a pioneer in the field of customer experience and employee management. The Company specializes in high value-added data analytics. It has close to 800bemployees mainly operating in Italy, Germany and France. Its unique expertise is based on teams of leading specialists and recognized know-how in predictive and prescriptive analytics, process and data flow management, end client feedback management and specific qualitative and quantitative research techniques. The roll-out of global analytical solutions is designed to create value for clients and employees. These solutions are effective in helping client companies obtain long-term benefits, both in terms of quality and cost, from a customer experience approach that is both proactive and understanding. 1.2.2.2.4 AllianceOne Receivables Management (ARM) ARM is a major player in the global outsourced receivables management market. The company offers a comprehensive range of debt collection services and contact center solutions designed to meet the needs of clients, primarily in the North American market. The company has close to 3,600 employees operating in the United States, Canada and Jamaica. ARM offers outbound and inbound call programs, as well as back office services. The company offers both first- and third- party services, either acting directly on behalf of a client, or on behalf of an entity tasked with recovering a debt for its own client. The company’s range of services meets clients’ cost and service requirements, and is determined depending on the specific characteristics of the labor markets where the Company operates.

 Breakdown of LanguageLine Solutions workforce by language

13%

68%

13%

3% 3%

European languages Russian Arabic

Asian languages Others

Synergies with other Teleperformance Group business activities

In 2017, the first synergies between Teleperformance and LanguageLine Solutions’ Core services activities were established in the field of recruitment. More than 150 Arabic, Spanish and Russian interpreters were recruited to serve the US market thanks to Teleperformance’s strong presence in Egypt, Colombia and Lithuania. These synergies have a positive impact on the Company’s business growth and margins. Teleperformance’s visa application management business (TLScontact) offers a captive clientele of around 5bmillion travelers for the sale of interpreting solutions developed by LanguageLine Solutions. At the end of the year, the first smartphone interpreting solutions were sold to visa applicants traveling to the United Kingdom. 1.2.2.2.2 TLScontact TLScontact is a major player in the global outsourced visa application management market. Its business involves assisting government clients in processing visa applications submitted by persons wishing to travel to a country requiring such a document, as securely, efficiently and quickly as possible. The Company opened its first visa application center in Beijing in 2007, on behalf of the French embassy. It joined Teleperformance’s global network in 2010bin order to step up its expansion. Its revenue has thus increased from €4bmillion in 2009bto almost €150bmillion today. Its success can be attributed to state-of-the-art technology such as biometrics and digitization techniques serving data security, its ability to comply with standards and certifications required by its industries, such as the ISO/IEC 27001bcertification obtained from 2009, and strong demand from governments for solutions that meet their budget requirements and help generate tourism to their countries. TLScontact has 140bcenters in Europe, Asia and Africa, handling over 6bmillion visa interactions per year, serving governments in the Schengen zone (France, Switzerland, Italy, Germany, Denmark, the Netherlands, Hungary, Belgium…), members of the

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Teleperformance bb - bb Registration documentbb 2017