TELEPERFORMANCE_Registration_document_2017

INTRODUCTION TO THE GROUP 1.2 Operations and strategy

Jeff Balagna, formerly President of the English-speaking and Asia- Pacific region, is Chief Operating Officer. Yannis Tourcomanis, President of the Continental Europe, Middle Eastb&bAfrica (CEMEA) region, Brian Johnson and David Rizzo, appointed co-Presidents of the English-speaking and Asia-Pacific region, and Agustin Grisanti, appointed President of the Ibero-LATAM region, will report to Jeff Balagna. João Cardoso, Chief Executive Officer of Teleperformance Portugal, is also Chief Researchb&bDevelopment and Digital Integration Officer, a newly created post. Alan Truitt will continue to perform his duties as Chief Business Development Officer. All are members of the Executive Committee, chaired by Daniel Julien. Wibilong acquisition In November 2017, Teleperformance acquired Wibilong, a French start-up specializing in collaborative solutions between brands and consumers. Wibilong provides digital businesses with an SaaS (Software as a Service) platform enabling mass content creation based on product conversations, thanks to the rapid creation and activation of consumer communities. This acquisition illustrates the goals and strategic levers that the Group intends to implement by 2022. It enables Teleperformance to strengthen its digital and omnichannel offer, as well as its positioning as the customer experience preferred partner of major brands in the retail and consumer goods sectors. Wibilong manages a community of 13bmillion consumers across 15bcountries on behalf of over 30bclients operating in a variety of sectors, such as retail, automotive, tourism, insurance and telecommunications. Wibilong posted revenues of around €1bmillion in 2016. Teleperformance launches an AI-based chatbot solution, operating in 35 languages Teleperformance has launched a chatbot solution based on artificial intelligence, thus strengthening its service offering. This new solution is the fruit of a strategic partnership with Artificial Solutions, a leading technology specialist in artificial intelligence and natural language interactions. Teleperformance manages programs in 265blanguages and dialects. “Smart” chatbots with advanced natural language comprehension skills will initially be available in 35blanguages. 1.2.5.3 Development, investments and capital expenditure

The bots enable automated processing of clients’ written fact- based queries. Teleperformance sets itself apart by combining chatbots with human operators, providing a more fluid, personal and efficient customer experience. New facilities and increased production capacity To support the rapid expansion of its business, the Group continued to strengthen its offshore facilities and presence in high-growth markets in 2017bby opening and expanding locations in the Group’s three linguistic regions. The Group opened 18bnew contact centers, primarily in the Ibero- LATAM region, and installed new workstations at a number of existing locations.bThis amounts to total additional capacity of almost 12,000 workstations. By region, the new locations break down as follows: ■ in the Continental Europe, Middle East and Africa region, new locations were opened in Kosovo, where the Group has launched operations in order to serve the German market, and in Russia, Turkey, Poland and the Netherlands; ■ in the English-speaking and Asia-Pacific region, the Group opened new locations in Canada, China and the United Kingdom; ■ in the Ibero-LATAM region, the Group launched operations in Peru and opened new locations in Colombia, Spain, Portugal and Brazil. Capital expenditure The Group’s production capacity continued to increase despite tight control over expenditure. The Group strictly monitors the volume and return on capital expenditure per project, notably when supporting rapid business growth in booming markets, in order to optimize the allocation of Group capital. Acquisitions of material and controlling interests Except for the acquisition of Wibilong, a company acquired in November 2017, no new shareholding in excess of 5% of the capital or voting rights and no new direct or indirect controlling interests were acquired in companies having their registered offices in France. (€ millions) 2017 2016 2015 Net capital expenditure 147 190 172 % of revenue 3.5% 5.2% 5.0%

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Teleperformance bb - bb Registration documentbb 2017