TELEPERFORMANCE_Registration_document_2017

INTRODUCTION TO THE GROUP 1.2 Operations and strategy

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Growth in the outsourced visa application market will continue to be driven by the following trends: ■ continued increase in international tourism, estimated at around 3% p.a. over the next decade (according to the World Tourism Organization); ■ governments’ ongoing need to optimize their costs and improve services in an increasingly sophisticated environment in terms of security and technology; ■ additional service offerings for visa applicants (travel insurance, fast-track services). The visa application services market remains concentrated, with the two leading players (VFS and TLScontact) holding a combined market share of 40% in terms of visa applications. With about 10% market share, TLScontact is a major player in the outsourced visa application market, having doubled its market share over the last four years.  Market share of the main players in the global market of visa application management in 2017 - in % (in terms of visa application number)

 Increase in the number of non-English speakers* in the USA

67.3

63.2

20.1%

47.0

21.1%

31.8

17.9%

23.1

13.8%

11.0%

1980

1990

2000

2014

2020

* LEP (Limited English Proficiency) groups. Source: U.S. Census Bureau –bNational Population projections and LanguageLine Solutions estimates With a market share of around 60%, 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. 1.2.3.2.2 Visa application management services Based on Dun & Bradstreet’s 2013 report and TLScontact estimations, the visa application management business in which TLScontact is engaged represents a worldwide market of 132bmillion visa applications in 2017. The outsourced visa application management market is valued at about 40bmillion visa applications, which corresponds to an outsourcing rate of 31%.  World visa application management market outsourcing rate in 2016 - in % (in terms of visa application number)

60%

30%

10%

VFS TLScontact Others

69%

31%

Sources: D&B Visa Application Outsourcing report (2013) and Group estimates.

1.2.3.2.3 Other services The worldwide outsourced debt collection market is currently estimated at around US$25-30bbillion (source: Kaulkinb&bGinsberg). Teleperformance earned 3% of its revenue from this market in 2017.

Outsourcing In-house

Source: D&B Visa Application Outsourcing report (2013) and 2016 Group estimates.

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Teleperformance bb - bb Registration documentbb 2017