TELEPERFORMANCE_Registration_document_2017

INTRODUCTION TO THE GROUP 1.2 Operations and strategy

1

 Outsourced customer experience management world market growth by region (2017-2020E*)

CAGR ** 2017-2020

2017 15.8

(US$ billions)

2018 16.1 1.9%

2019 16.4 1.8%

2020 16.6 1.7%

North America (domestic)

b

% growth

b

1.8%

LATAM nearshore for North America

2.9

3.1

3.3

3.5

b

% growth

b

7.8%

7.1%

6.6%

7.1%

APAC offshore for North America

11.7

12.6 7.3% 31.8 4.5% 3.1% 16.8 6.1% 18.7 4.4% 75.1 4.7% 7.8

13.4 7.0% 33.1 4.4% 5.3% 17.9 6.0% 19.6 4.5% 78.8 4.9% 8.2

14.4 6.6% 34.5 4.2% 5.3% 18.9 6.0% 20.5 4.8% 82.6 4.9% 8.7

b

% growth

b

7.0%

Total North America

30.4

b

% growth

b

4.4%

b

LATAM (domestic)

7.5

% growth

b

4.5%

Asia-Pacific (domestic)

15.9

b

% growth

b

6.0%

EMEA

17.9

b

% growth

b

4.6%

TOTAL OUTSOURCED MARKET

71.7

b

4.8%

% growth

b

* E = estimates. ** Compound Annual Growth Rate. Source: Frostb&bSullivan (2017).

 Market share of the top 10 market players worldwide in outsourced customer experience management (2017 reported and estimated data) – in % Market share of the top 10 market players 27% 6% 4% 3% 4% 2% 2%

The Asia-Pacific region is one of the most buoyant, with average annual growth of 7% expected between 2017band 2020; this includes 17% growth in China and 6% in India. The Latin America region serving the North American market (“nearshore”) is also particularly active and is expected to grow at an average rate of 7% per year. Market growth has thus far been driven by the positive impact of the mobile Internet revolution, reflected in rapid growth of mobile online devices such as smartphones and tablets. Today, the rapid expansion of new services designed to assist consumers and citizens in their daily lives, such as IoT or cloud services, have given rise to new needs that reinforce this growth outlook.

2% 2% 1% 2%

1.2.3.1.2

Group’s competitive environment and position

a) Direct competitors in outsourced customer experience management Teleperformance is the world leader in the outsourced customer experience market, which remains highly fragmented. With Core services revenues of €3.5bbillion (US$4bbillion), the Group’s global market share amounts to 6%. In 2016, the top 10bplayers held 27% of the outsourced market.

Atento Acticall Sitel

Teleperformance Alorica

Sykes TTEC (Teletech)

Convergys Concentrix

Arvato

Webhelp

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