TELEPERFORMANCE_Registration_document_2017

RISKS AND CONTROL

2

2.3 Internal control and risk management procedures

The Group also provides high-level online training to allow employees to streamline and improve their expertise and train future managers. The international Teleperformance University program was also created to train senior managers in the management of key areas of our business, as well as to prepare them for the implementation of changes in their company in line with the Group’s objectives. These activities aim to ensure the required level of competence in all areas. They contribute to the development of employees, so that the Group continues to be a rewarding company for them, while giving them the ability to quickly take on a management role in any of its contact centers. Information systems Group management and the Information Systems Department determine the Group’s strategic directions for production tools and information systems for subsidiaries. They ensure that the development of information systems is consistent with Group objectives. The Information Systems Department also issues directives on security, data protection and business continuity. These directives are based on compliance with international standards, ISOb27001, PCI (Payment Card Industry), HIPAA (Health Insurance Portability and Accountability Act) and the European Data Protection Directive in order to satisfy regulatory requirements specific to each business sector or to obtain the certifications requested by clients. Management and industry procedures The internal control system also depends on subsidiaries implementing TOPS ( Teleperformance Operational Processes and Standards ), BEST ( Baseline Enterprise Standard for Teleperformance ), as well as business standards such as the COPC ( Customer Operations Performance Centers ) standard or the French Customer Contact Center Service standard. The system is also based on international management standards such as ISOb9001. The standardization and application of these procedures and standards enable us to make our global network more internally consistent, while providing greater control over our operations. TOPS (Teleperformance Operational Processes and Standards) TOPS are a process used to manage daily performance. The TOPS process allows performance and quality to be optimized, while managers are able to dedicate the majority of their working time to their agents. It was designed by the Group to manage its operations in a standardized manner in each subsidiary. It allows for improved quality control. The TOPS process has been deployed in all subsidiaries. These processes can use the Group’s integrated software suite for service management ( CCMS ). TOPS provides the Group with a reference framework for all its operations.

BEST (Baseline Enterprise Standard for Teleperformance)

These standards are guidelines as to quality standards that guarantee a high level of service and performance and proactive management of existing and future programs. BEST also reinforces best practices in Human Resources management and projects for all Teleperformance operations worldwide. COPC (Customer Operations Customer Centers): an industry standard The COPC -2000 ® standard supplies contact center management teams with the necessary information to improve their operational performance. COPC certification also provides a model for global performance management linking all of the Company’s business areas. It also ensures operational consistency by meeting the high performance criteria required by the COPC standard. Our Company develops its own team of chartered coordinators and COPC -certified internal auditors. Teleperformance continues to have its programs and inbound call centers annually certified at subsidiary level worldwide. French Customer Contact Center Service standard The characteristics of the French Customer Contact Center Service certification are based on new European standard NF ENb15838. This certification provides clients with service quality benchmarks and optimizes the management of contact centers. It meets the expectations of consumers and professionals and is a guarantee of the quality, reliability and credibility of the service we provide. It also meets social requirements to enhance expertise in the customer contact business. Our companies in France and Tunisia have been awarded this certification. ISO 9001: a quality management standard ISOb9001bis applied in a number of major Group subsidiaries. It provides clients with assurance as to our ability to meet their quality requirements and to increase client satisfaction in client- supplier relations. It sets forth what is required in terms of quality assurance systems. The requirements of this standard cover numerous aspects, including employee skills, process management and assessment, monitoring, as well as a constant endeavor to improve quality management systems. 2.3.3.2 Information sharing The Group has a policy of internally releasing all relevant financial or operating information enabling employees to perform their job. Under the responsibility of a dedicated department, key employees can share knowledge, know-how and best practices within the Group via intranet. This global knowledge management system encourages those involved to exchange and circulate useful information.

42

Teleperformance bb - bb Registration documentbb 2017