TELEPERFORMANCE_Registration_document_2017

INTRODUCTION TO THE GROUP 1.2 Operations and strategy

 Ranking of the top 10 market players worldwide in outsourced customer experience management by revenue (2017 reported and estimated data) – US$ millions

 Ranking of the top 10 market players worldwide in outsourced customer experience management market by number of operating countries (2017)

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# Competitors

Country

0 1000 2000 3000 4000 5000

1 Teleperformance 2 Convergys 3 Webhelp 4 Arvato CRM 5 Concentrix 6 Acticall Sitel 7 TTEC (Teletech)

76 33 28 27 25 24 23 20 20 19 16

Sykes

Arvato

Atento

Alorica

Webhelp

8 Transcom

Convergys

Concentrix

Acticall Sitel

TTEC (Teletech)

8 Sykes

Teleperformance

9 Sutherland

10 Alorica

The Group’s worldwide market share gives it a big lead over most direct competitors, American and regional for the most part, in terms of both revenue and number of operating countries. There are two categories of new, indirect competitors:

Source: Group and corporate data

In 2017, consolidation of the industry continued, driven by market leaders. The trend is expected to continue in 2018.

 Extended competition to consulting and BPO* companies

Category Consulting

Characteristics

Examples of companies Accenture, Cap Gemini

Global players in consulting and strategy

BPO*

Companies based in India, IT service suppliers Cognizant, Genpact, Tata Consulting services (TCS), Wipro

* Business Process Outsourcing.

 US over-the-phone interpreting market (2012-2018E)

1.2.3.2 Markets of the Group’s Specialized services

Annual growth rate

1.2.3.2.1 Online interpreting services Online interpreting services include over-the-phone and video solutions. Over-the-phone interpreting services (“OPI”) account for most of LanguageLine Solutions’ business, while video interpreting services, still limited, are developing quickly. In 2015, they represented a worldwide market worth US$1.4bbillion, i.e . 4% of the total language services market, estimated at US$35bbillion. The United States represented around half of the worldwide OPI market. The US OPI market is therefore worth more than US$700bmillion.

c. €900M

c. €700M

c. 9%

c. €500M

c. 12%

2012

2015

2018E

Source: Common Sense Advisory, Steer Partners.

The outlook for growth in the online interpreting market is primarily driven by the following factors: ■ new technologies and functionalities enabling a broader application of language solutions; ■ organizations focusing on their Core business, leading to the outsourcing of interpreting services; ■ the increase in regulatory requirements in key sectors (health, insurance, etc.) continues to generate client demand; ■ the number of people with limited English proficiency is increasing and will reach around 67bmillion by 2020bin the United States, i.e . around 20% of the total population.

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Teleperformance bb - bb Registration documentbb 2017