INVESTOR PRESENTATION

INVESTOR PRESENTATION
June 2015
DISCLAIMER
 All forward-looking statements are Teleperformance management’s present
expectations of future events and are subject to a number of factors and uncertainties
that could cause actual results to differ materially from those described in the forwardlooking statements. For a detailed description of these factors and uncertainties,
please refer to the section “Risk Factors” in our Registration Document, available at
www.teleperformance.com. Teleperformance undertakes no obligation to publicly
update or revise any of these forward-looking statements.
2
AGENDA
Group Overview
Growth Strategy
Q1 2015 revenue and 2015 Outlook
Appendices
3
GROUP OVERVIEW
TELEPERFORMANCE TODAY
THE WORLDWIDE LEADER IN OUTSOURCED MULTICHANNEL CUSTOMER EXPERIENCE
Founded in
1978
182,000
Employees
Operations in
62 countries
Worldwide leader
with 2014 revenue of
€2.8bn
135,000
Workstations
Serving
160+
Markets
RECENT DEVELOPMENTS:
 Expanded worldwide footprint:
 Strategic acquisitions:
 Increased production capacities:
* English - speaking market (mainly North America and UK) & Asia-Pacific
16 new countries, + 33,000 employees
Aegis USA Inc. and City Park Technologies
+ 25,000 workstations, mainly in EWAP zone*
5
TELEPERFORMANCE MISSION AND CHALLENGES
FACING GREAT OPPORTUNITIES AND KEY CHALLENGES
 Exceptional volume growth in one-to-one distance communications “all over the world, all around
the clock” to help people to address their day-to-day issues
TELEPERFORMANCE
DIFFERENTIATING POWER
Managing People
Care, Discipline and Process
THE VISION
Omnichannel
MISSION
“People
interacting with
people, helping
them to address
their day-to-day
The “oil” in the 21st Century
issues”
Economic Engine
Quality, Security and Reliability
G.E.S.P.
THE CHALLENGES
Global Essential Security Policies
Data security
and unstable
environments
6
TELEPERFORMANCE: A GROWTH STORY
A CONTINUING GROWTH STORY THROUGH INTERNAL EXPANSION AND ACQUISITIONS
WITH A DISCIPLINED APPROACH TO BALANCE SHEET MANAGEMENT
1978
Founded in 1978
in France
Acquisition of
Becogent &
TLScontact
minorities
3 000
1986
First listed on the
Paris Bourse
Acquisition of
The Answer
group
2 500
1993
Started operations
in the US
Aegis USA Inc.
acquisition
3,0
2,758
2,433
2,126
1,848
1.1
2,347
1,0
2 000
1,785
1,594
1998
2,058
Multichannel
offer and
multinational hub
0.1
Sales
Sales(€M)
0.0
1 500
Acquisitions in
Argentina and
Brazil
(0.1)
(0.2)
(0.3)
(0.4)
ND/EBITDA
Net
debt/
EBITDA
(0.3)
-1,0
1 000
2002
Acquisition in
Mexico
500
-3,0
-
2003
Offshore
program’s
launched
2007
2008
Acquisition of
The Answer
Group in the US
2008
2009
2010
2011
2012
Acquisition of
Becogent in UK,
TLScontact, and
Teledatos in
Colombia
Multichannel
offer and
multilingual hub
2010
2012
2013
2014
Acquisition of
Aegis USA
2014
7
A STRONG MIX (1)
A FULL RANGE OF SERVICES
 Serving companies around the world by managing with the highest efficiency their customer
care, technical support, customer acquisition, debt collection, social media, analytics and
BPO non-interaction solutions.
Face-To-Face,
email, chat, BPO Other
1%
6%
Outbound Call
11%
2014 revenue
by type of contact
Other
Customer BPO
3%
acquisition 4%
9%
Debt collection
5%
Inbound Call*
82%
•
Receiving calls
2014 revenue
by type of service
Technical
support
20%
Customer
services
60%
8
A STRONG MIX (2)
STRENGTHENING OF THE GROUP GEOGRAPHICAL AND SOURCING MIX

The English-speaking market & Asia-Pacific (EWAP) region should represent around 50%
of total revenue in 2015

Group offshore base enhanced by Aegis USA Inc. acquisition in 2014 (60% of Aegis USA
Inc. revenue is offshored in the Philippines)
Revenue by region (2010-2014)
35%
32%
30%
30%
Revenue by sourcing (2012-2014)
28%
74%
28%
30%
31%
31%
37%
38%
39%
39%
2011
EWAP
2012
Ibero-LATAM
2013
CEMEA
66%
29%
34%
2013
2014
28%
44%
26%
2010
71%
2014
2012
Nearshore/offshore
Domestic
9
A STRONG MIX (3)
A STRONG, DIVERSIFIED CLIENT BASE

Concentration of the client portfolio has decreased
Client portfolio concentration
% of revenue
(2007-2014)
•
Increasingly diverse client base to more
than 750 clients vs 700 clients in 2013
•
Average tenure of client relationship
(TOP 50) between 10 and 12 years
•
Decreasing exposure to top client
resulting from enhanced positioning in
new verticals through organic growth and
acquisitions (Aegis USA Inc. in 2014…)
40%
35%
30%
25%
20%
15%
28%
10%
5%
38% 34%
22%
10% 7%
0%
Top 1
Top 5
2007
Top 10
2014
In 2014 - Top 20: 47%, Top 50: 65%, Top 100: 79%
10
A STRONG MIX (4)
VERTICAL DIVERSITY

Ongoing increased diversity by vertical
Revenue by vertical (2012-2014)
40%
35%
30%
25%
20%
15%
10%
5%
0%
•
Teleperformance benefits from the
largest and the most diversified
client base in the industry
•
Non-Telco/Pay TV sectors have risen
from 49% to 60% over the last 3
years
•
Ongoing trend of diversification
expected in 2015, notably sustained
by:
29%
49%
60%
11%
10%
13%
7%
2012
5%
5%
11%
5%
2013
4%
2014
• Expansion in Healthcare and
Insurance (Obama Care impact…)
• Aegis USA Inc. consolidated on 12
months
• Mobile revolution and connected
devices boom
11
TELEPERFORMANCE LEADERSHIP ASSETS
A GROWING WORKFORCE IN KEY REGIONS
Country
≈ 53%
of the total
Employees
2014
Employees
2011
1
THE PHILIPPINES
40,080
13,878
2
UNITED STATES
26,021
15,351
3
MEXICO
15,972
12,480
4
BRAZIL
15,230
12,047
5
COLOMBIA
9,423
7,256
6
UNITED KINGDOM
8,292
6,835
7
TUNISIA
5,165
5,097
8
PORTUGAL
4,881
2,796
9
INDIA
4,381
5,303
FRANCE
4,302
5,235
10
12
TELEPERFORMANCE LEADERSHIP ASSETS
A UNIQUE OFFERING OF WORLDWIDE DOMESTIC/NEARSHORE/OFFSHORE SOLUTIONS
With a network of 33 offshore/nearshore locations around the world,
Teleperformance is the only industry player able to offer worldwide integrated
Domestic, Nearshore & Offshore solutions
13
GROWTH STRATEGY
MARKET ENVIRONMENT (1)
A GROWING MARKET
 Market growth is expected to reach + 5/6% per annum until 2018 (source IDC)
 Outsourcing rate rising, in particular with increased penetration in new verticals
(Healthcare and Insurance for example)
Worldwide outsourced Customer
Interaction Market (2012-2018)
US$bn
48
51
54
57
61
64
67
Penetration rate (%)
Outsourced
26%
In house
74%
2012
2013
2014
2015
2016
2017
2018
Source: IDC May 2014. Worldwide outsourced interaction customer market including
customer services, marketing & technical support/help desk, excluding debt collection
Source: IDC and Kaulkin & Ginsberg (2013)
15
MARKET ENVIRONMENT (2)
TELEPERFORMANCE, THE WORLDWIDE LEADER
 Still fragmented markets, with top five players representing 22% of the market
 Teleperformance has 7% of the outsourced market
 Teleperformance has a global footprint while most competitors are local players
 Current concentration trend
AEGIS USA Inc.
4 000
2 000
-
US$ 4B
Ranking by Revenue
Pro forma analysis
(US$ M)
Ranking by number of
countries – physical
operations (2014)
#
Competitors
1
2
3
4
5
6
Teleperformance
Concentrix
Convergys
Teletech
Arvato CRM
Sitel
62
36
31
25
24
23
-
Transcom
23
Sykes
Atento
EGS
Alorica
Contax
22
15
14
7
4
8
9
10
11
12
Countries
16
GROWTH STRATEGY
THE POWER TO DIFFERENTIATE
Developing
first in North
America and
other high
potential markets
Diversifying mix
through new
verticals
3 STRATEGIC
TOOLS
Leadership
assets to
leverage market
trends
“Vertical
expertise”
LEADING TO
Organic growth,
outpacing the
market
3 STRATEGIC
OBJECTIVES
Developing
multichannel
/omnichannel
solutions
SUPPORTED BY
VALUE
CREATION
Increasing EBITA
margin
Client and
security centric
culture
Best allocation
of resources
(capex / M&A)
17
STRATEGY IN ACTION - UPDATE ON AEGIS USA Inc.
INTEGRATION AND SYNERGIES
 Integration globally achieved
• Agents
• Sales teams
• Infrastructures
 Expecting commercial synergies
• In key verticals: Healthcare – BFSI* - Travel
• Proximity - relationship
• Expertise - processes
• Geographical cross-fertilization
* BFSI = Banking, Financial Services and Insurance
18
Q1 2015 REVENUE AND
2015 OUTLOOK
Q1 2015 REVENUE
SOLID GROWTH
 Business momentum continuing to be strong
 Q1 2015 revenue: + 36.3% as reported and + 10.0% like-for-like
€ millions
Revenue
Q1 2015
Q1 2014
€ 1 = US$1.13
€ 1 = US$1.37
831
610
Change
Reported
+ 36.3%
Like-for-like
+ 10.0%
20
Q1 2015 REVENUE
REVENUE GROWTH ANALYSIS IN Q1 2015
 Q1 like-for-like growth: + 10.0%
 Impact of Aegis USA Inc. acquisition in August 2014
 Impact of the increase in the US dollar against the euro
+ 10.0% lfl
€ millions
+ 99*
831
Perimeter effect
Q1 2015
+ 66
610
Q1 2014
+ 56
Currency effect
666
Q1 2014
Like-for-like growth
at constant currency
*Aegis USA Inc. and City Park Technologies consolidated from 7 August 2014 and 1st July 2014 respectively
21
Q1 2015 REVENUE
SUSTAINED GROWTH IN ALL GROUP REGIONS (1)
Revenue by region in Q1 2015 vs. Q1 2014
(€ millions)
416
245
180
209
185
 English-speaking market & Asia-Pacific (EWAP)
• Impact of Aegis USA Inc. acquisition in August
2014 and the increase in the US dollar against
the euro on Group reported growth (+ 70%)
• Sustained growth in the US, mainly driven by
contracts recently signed with new clients in
healthcare, financial services and insurance
industries
206
• Strong growth in China driven by business with
global accounts
EWAP
Ibero-LATAM
Q1 2014
 Ibero-LATAM
CEMEA
• Satisfactory like-for-like growth (+ 8.3%)
Q1 2015
• In Brazil, positive impact of the start-up of new
contracts in the second half of last year
Change
Reported
Like-for-like
EWAP
+ 69.7%
+ 9.9%
Ibero-LATAM
+ 16.3%
+ 8.3%
CEMEA
+ 11.5%
+ 12.0%
+ 36.3%
+ 10.0%
TOTAL
• Strong performance recorded by the multilingual
hubs in Portugal
 CEMEA
• Growth mainly led by the development of the
visa application management business
(TLScontact), with the impact of a significant
contract started in Q2 2014
22
Q1 2015 REVENUE
SUSTAINED GROWTH IN ALL GROUP REGIONS (2)

Strong geographical mix

The EWAP region now accounts for 50% of revenue, primarily due to Aegis USA Inc. acquisition
Q1 2014 revenue by region
Ibero-LATAM
29%
CEMEA
30%
EWAP
40%
Q1 2015 revenue by region
Ibero-LATAM
25%
EWAP
50%
CEMEA
25%
23
2015 OUTLOOK
ANNUAL OBJECTIVES MAINTAINED AFTER ANALYZING THE DYNAMICS OF GROUP ENTIRE
CLIENT PORTFOLIO
 Organic growth expected to remain strong in Q2 2015,
albeit at a slower pace than in Q1 2015
 Annual organic growth objective
• Like-for-like revenue growth at least + 7%
(outpacing the market average)
 Annual recurring EBITA margin objective
• Further increase in margin to at least 10.3%
24
APPENDICES
A WELL RECOGNIZED COMPANY
TELEPERFORMANCE VISION: MULTICHANNEL
27-28
29
ACHIEVING TELEPERFORMANCE MISSION
30-32
TELEPERFORMANCE PROCESSES
PEOPLE STRATEGY
TELEPERFORMANCE DIFFERENTIATING POWER
LIST OF
APPENDICES
30
31-32
33-41
VERTICAL EXPERTISE: CX LAB
33
E-PERFORMANCE
34
TELEPERFORMANCE CLIENT
35
TELEPERFORMANCE COMPREHENSIVE DATA SECURITY
TELEPERFORMANCE OBSERVER
36-37
38
THE MULTILINGUAL HUBS IN EUROPE
39
TLSCONTACT
40
TELEPERFORMANCE ANALYTICS
41
TRANSLATION & TRANSACTION CURRENCY EFFECT
2014 ANNUAL RESULTS
42
43-46
SUMMARY P&L
43
REVENUE GROWTH ANALYSIS IN 2014
44
REVENUE AND RECURRING EBITA BY REGION
45
FINANCIAL STRUCTURE
46
DIVIDEND
SHAREHOLDING STRUCTURE
KEY FIGURES (2009-2014)
47
48
49
A WELL RECOGNIZED COMPANY (1)
BY BUSINESS ANALYSTS
EVEREST
GROUP
FROST &
SULLIVAN
GARTNER
Teleperformance
Teleperformance’s
Named a Leader in
named
leadership over
Gartner Magic
A Global Leader in competitors in the contact Quadrant for 4th
Contact Center
center outsourcing
Consecutive Year
Outsourcing Delivery
market
A ‘Star Performer’ and
‘Leader’ in the Market
for the Second Year in
a Row
IDC
An IDC Market
Scape Leader
Worldwide
Green Excellence in
Colombia
Security Practice
Visionnary Innovation
Leadership in North
America
27
A WELL RECOGNIZED COMPANY (2)
AWARDS
GREAT PLACE
TO WORK
HUGHES
Teleperformance Teleperformance
Mexico, El Salvador,
USA
Brazil and Portugal
Supplier
Excellence
Award
NCCA
AON
EUROPEAN TRANSPARENCY
CONTACT
CENTER WORLD OUTSOURCING GRAND PRIZE HEWITT
AWARDS - APAC ASSOCIATION
Teleperformance
Benelux
NCCA Award for
Fraud Risk
Assessment
Teleperformance
India
Teleperformance
CEMEA
Teleperformance
Group
Teleperformance
« Global Best
Gold Medal for « Best European service 2014 Grand Prize in
Employers
Community Spirit » provider of the
the Consumer
Program » in 11
year
Services Category for countries and the
Silver Medal for
the Transparency of Asia Pacific Region
« Best Outsourcing Innovation Award
its Regulatory
as a whole
Partnership »
of outsourced
Communication
services
« Best in People
Management »
Award in Brazil
28
TELEPERFORMANCE VISION
TELEPERFORMANCE MULTICHANNEL STRATEGY

Giving customers the possibility to interact with
brands in their preferred channel, whether self-service
or agent-assisted, improves their customer
experiences and loyalty.

Anticipating what will come: the mobile Internet
revolution first, and a whole new way of interacting
with people next

Multichannel includes: call, social media, chat, click-tocall, text messages, visas application, face-to-face

Favoring an Integrated Omnichannel approach
“Today consumer usually
combine in average 2,3 channels
(voice and non-voice) to solve
their day to day issues”
Teleperformance
has interactions
with 35% of the
world's population
annually.
“Still phone live agent remain
used in 72% of the cases”
(Frost and Sullivan)
29
ACHIEVING TELEPERFORMANCE MISSION
TELEPERFORMANCE PROCESSES = DISCIPLINE
PERFORMANCE MONITORING & QUALITY
PROCESSES
Teleperformance
processes are
designed to ensure
the same quality,
consistency and
security in service
delivery in every
country
• TOPS: Different tools and exclusive
methodologies to increase quality and
performance in all our programs around
the world
• BEST: Structured processes to define, share
and ensure the implementation of
worldwide best practices, assuring
consistency and quality in all operations
• Teams of experts focused in each of our
clients’ KPIs to improve performance
SECURITY
• An information security strategy ensuring
that we’ll always be ahead of the market in
security practices.
• The quality of our management systems is
certified (ISO, COPC, PCI) and has led us to
recognized compliance leadership
30
ACHIEVING TELEPERFORMANCE MISSION
PEOPLE STRATEGY = CARE
 HIRING
Processes based on our worldwide best
practices on how to attract the right people
 TRAINING
Flexible learning paths with
customized development plans
according to each employee's
expectations and needs - with
convenient access at anytime from
anywhere in the world (E-learning):
Teleperformance E-Institute
 CAREER OPPORTUNITIES
Based on a dedicated training program, the
program assists employees in becoming
leaders by rising from contact center
advisor to supervisor, from supervisor to
coordinator and lastly, from coordinator to
manager: JUMP
 Our people strategy,
a key factor of
differentiation
 Satisfied employees
make satisfied
customers make
satisfied clients
31
ACHIEVING TELEPERFORMANCE MISSION
PEOPLE STRATEGY = CARE


Premium Campus concept
•
Promoting well-being and better quality
of life by creating a happy, pleasant
work environment and minimizing
employee stress (LEED certifications,
relaxing rooms, gyms and self-education
e-learning…)
•
Appealing, strategic work locations
•
Attractive, comfortable and ergonomic
architecture and workplaces
Initiatives to promote arts and sports
For Fun Festival: worldwide contest of art,
dance and music
Philippines
Sport club: worldwide initiative to
encourage employees to share by playing
team sports together
32
TELEPERFORMANCE DIFFERENTIATING POWER
CX LAB: A UNIQUE INNOVATIVE RESEARCH CENTER TO STRENGHTEN
VERTICAL EXPERTISE AND AN INTEGRATED OMNICHANNEL APPROACH

The Teleperformance CX Lab is an innovative
research center dedicated to understanding
customer behavior trends and satisfaction across
geographies and industries

CX Lab output:
• Reports on how major brands in each vertical
are interacting with their customers
• Annual survey to map how customers interact
and prefer to interact with brands
• Forum about each vertical to discover trends
and benchmarks

The Lab is supported by a team of specialists and
researchers able to develop projects in 20+
languages and bringing together skills in such areas
as customer care, industry research, analytics, social
media, Internet interactions, and mobile services.
EXAMPLES OF ACHIEVEMENTS


2013: In-depth analysis of how the
customer experience is managed in the
healthcare industry in Brazil, USA and
Mexico
2014: analysis of online purchases and
mapping of the entire customer
journey in e-retail industry in France,
Germany, UK, Brazil and the USA
33
TELEPERFORMANCE DIFFERENTIATING POWER
OFFERING SOCIAL MEDIA SOLUTIONS AND AN INTEGRATED
OMNICHANNEL APPROACH

e-Performance:
A digital solution including monitoring, indepth analysis and advocacy of social media

3 component solutions:
• Social media mapping
• Social media strategy
• Actionable insights

The e-Performance Hub in Portugal (example)
• Servicing 7 languages (English, French,
German, Italian, Spanish, Turkish and
Portuguese) and 14 countries
• Through agents with native capabilities

Social media clients in diversified sectors:
Retail, Electronic, Technology, Financial
services, Pay TV, Medicine, etc.
A SUCCESSFUL SOLUTION IN THE UK
Teleperformance partnership with National
Health Service Blood & Transplant (NHSBT):
- Acting as a social media manager.
- Turning negative postings into positive.
- Checking all tweets and postings
through a quality control process
34
TELEPERFORMANCE DIFFERENTIATING POWER
INTEGRATING ALL CUSTOMER EXPERIENCE AND INFORMATION WITH TP CLIENT CRM

What is TP Client ?
TP Client is an internally developed CRM tool that can help
improve the efficiency and effectiveness of a client program
to create, resolve, and track customer issues.
• The strength of the tool is the automated workflow engine which
tracks customer interactions, presents work when it needs to be
completed and to the right resource, and ensures consistent and
seamless issue resolution across channels.
• TP Client can be integrated with internal and external systems and is
easily customized for each client through local API development.
• TP Client has full multi-channel support capabilities.
TP Client is a cornerstone technology for
TeleperformanceConnection, our customer engagement
mobility solution.
• Video Chat using WebRTC and Flash
• Mobile-friendly application templates and extensions for iOS, Android
and Windows Phone
35
TELEPERFORMANCE DIFFERENTIATING POWER
MEETING THE CHALLENGE WITH TELEPERFORMANCE COMPREHENSIVE DATA
SECURITY: SECURITY CULTURE AND SECURE CONTACT CENTERS
 Teleperformance Global Fraud Prevention &
Management Program in full effect across many
sites
 100+ of security professionals worldwide
 14 Global Essential Security Policies required to be
followed by all employees at all times
 Global Security Council for all threat assessments
and full compliance of GESP
 All facilities fully audited by professional security
teams
 Enhanced physical security processes: fully guarded
sites, zero paper, clean desks, lockers, secure
turnstiles, CCTV, etc.
Lapa site in Sao Paulo (Brazil) – PCI Certified
 TP security technology: data encryption with
unauthorized system access controls
 Advanced technologies: voice biometric
authentication, compliance auditing and risk
management technologies and anti-fraud
technology
36
TELEPERFORMANCE
DIFFERENTIATING POWER
TELEPERFORMANCE COMPREHENSIVE
DATA SECURITY: CERTIFICATIONS
 Certifications
• PCI – Payment Card Industry
Certification
•
DSE – Data Storage Entity Certification
•
HIPAA – Health Insurance Portability
and Accountability Act
•
ISO 27001 – Information Industry
Security Standard Compliance
•
BS2599 – UK Business Continuity
Management Standard
•
ACFE – Association of Certified Fraud
Examiners
•
CISSP – Certified Information Systems
Security Professional
 Teleperformance Proprietary Technology
Solutions:
• Comprehensive Fraud Risk Assessments
offered free to all clients
• TP Observer: a proprietary software to
detect fraudulent behavior
• ESP™: System that de-couples agents
from sensitive data (US patent in May
2015)
37
TELEPERFORMANCE DIFFERENTIATING POWER
SECURITY PROCESS – TP OBSERVER EXAMPLE

What is TP Observer ?
TP Observer is Teleperformance’s real-time agent
observation and floor management application.
• TP Observer is an interactive contact center blueprint,
allowing users to create customized maps based on actual
floor configuration and displaying key information and alerts
by station from various platforms.
• TP Observer provides a single interface for floor
management, call emotion analysis, point-in-time analysis,
and historical reporting.
TP Observer provides real-time capacity, quality and
security management, through live remote
monitoring of audio, video, and desktop feeds from
employee workstations and reporting on call status
and temperament.
• From TP Observer, users can listen to live calls while viewing
corresponding desktop video streams, watch contact floor
activity from controllable ceiling-mounted cameras, and
analyze real-time call activity, capacity, and call emotion
states.
38
TELEPERFORMANCE DIFFERENTIATING POWER
A UNIQUE SOLUTION DEDICATED TO EUROPEAN MARKETS: THE MULTILINGUAL HUBS

Addressing the pan-European programs with a state-of-the
art multilingual campus
•
Strong Multilingual Hub Network: 5 countries
• Portugal, Greece, Egypt, Turkey and the Netherlands
•
Across all channels of interaction
• Telephone, Fax, Email, Chat, Post, Call-Me-Now, Social
Channels

Extremely successful in attracting young graduates from
every European country by providing beneficial “life
experiences”

Extension of multilingual hub, reflecting continuing success
of the solution
• Portugal: the new Atlantico site - 2013
• Greece: the new Tavros site - 2013
The new Atlantico site in Portugal
The new Tavros site in Greece
39
TELEPERFORMANCE DIFFERENTIATING POWER
BUSINESS PROCESS OUTSOURCED: TLSCONTACT OFFERING VISA
OUTSOURCING SOLUTIONS

Joined Teleperformance in 2010, TLScontact is a
pioneering BPO* company specialized in Face-toFace contact centers

A huge growing market driven by:
•


Worldwide tourism evolution
Development of outsourcing solutions to governments
Reflecting Teleperformance position and strategy:
•
Multichannel visa application process (face to face call – email - web)
•
Vertical diversification (public sector)
Government Clients and Footprint
•
Serving Denmark, France, Germany, Italy, The
Netherlands, Switzerland, UK, New-Zealand and
Australia
•
Operations in nearly 50 countries
* Business Process Outsourced
40
TELEPERFORMANCE DIFFERENTIATING POWER
ADDED VALUE COMPLEMENTARY SERVICES: TELEPERFORMANCE ANALYTICS

Teleperformance Analytics:
Tailor-made solutions to help companies identify
and prioritize points of improvement, and
increase efficiency through a better
understanding of their customers.

3 solutions:
• Understand, analyze and improve the
customer journey
• Reduce wasted cost and improve the
customer experience for inbound calls
• Predict the propensity of individual
customers towards a targeted behavior,
improving your understanding of your
customers, and increasing profitability.
41
TRANSLATION & TRANSACTION CURRENCY EFFECT
Revenue by currency in 2014
 Translation effect:
• Translation of foreign subsidiaries’ results
into euros on consolidation
• Main exposure:
39%
25%
•
•
•
16%
10%
US dollar
Euro
Pound
sterling
7%
3%
Brasilian Mexican
real
peso
•
Impact on revenue and earnings in value
Others
2014Revenue by sourcing
2014
Nearshore/Offshore
34%
US dollar
Brazilian real
Pound sterling
 Transaction effect:
• Cost and sales in different currencies
(offshore activity)
• Main exposure:
•
•
•
•
Philippine peso
Mexican peso
Colombian peso
Impact on margin
Domestic
66%
42
2014 ANNUAL RESULTS
SUMMARY P&L

Continuing positive momentum
€ millions
Revenue
2014
2013
€1 = US$ 1.33
€1 = US$ 1.33
2,758
2,433
Like-for-like growth
EBITDA before non-recurring items*
Change
+ 13.3%
+ 9.9%
376
325
13.6%
13.3%
267
226
9.7%
9.3%
Operating profit
237
196
+ 20.6%
Net profit attributable to shareholders
150
129
+ 16.4%
Diluted earnings per share (€)
2.62
2.27
+ 15.4%
% revenue
EBITA before non-recurring items*
% revenue
* Before amortization of acquired intangible assets and non-recurring items.
+ 15.7%
+ 18.2%
43
2014 ANNUAL RESULTS
REVENUE GROWTH ANALYSIS IN 2014
Revenue growth analysis
(2013-2014)
+ 9.9% lfl
€ millions
+ 148*
2,758
+ 235
2,433
2013
(58)

Like-for-like growth: + 9.9%

Main perimeter effect: acquisition of
Aegis USA Inc. on August 2014

Main translation currency effect:
weakening of the Brazilian real, the
Argentine peso and the Colombian
peso against the euro

Increased US dollar contribution
over the last 3 years, sustained by
strong growth in EWAP and Aegis
USA Inc. acquisition
2,375
Currency effect
2013
Like-for-like growth
at constant currency
Perimeter effect
2014
*Aegis USA and City Park Technologies consolidated from 7 August 2014 and 1st July 2014 respectively
Revenue by currency
(2012 - 2014)
39%
33%
27%
25%
18%
10%
US dollar
Euro
7%
7%
16%
10%
Brasilian real
Pound
sterling
2012
2014
5%
3%
Mexican
peso
Others
44
2014 ANNUAL RESULTS
REVENUE AND RECURRING EBITA* BY REGION
REVENUE
€ millions
2014
2013
English-speaking market & Asia Pacific
1,209
Ibero-LATAM
Continental Europe & MEA
Change
Reported
Like-for-like
947
+ 27.7%
+ 12.5%
770
762
+ 1.0%
+ 6.8%
779
724
+ 7.6%
+ 9.5%
2,758
2,433
+ 13.3%
+ 9.9%
2014
2013
English-speaking market & Asia Pacific
11.2%
10.0%
Ibero-LATAM
10.8%
11.8%
Continental Europe & MEA
2.2%
1.8%
TOTAL
EBITA MARGIN*
%
* Excluding holdings
45
2014 ANNUAL RESULTS
FINANCIAL STRUCTURE


Financial structure remaining strong after the acquisition of Aegis USA Inc.
Net debt/EBITDA ratio = 1.1
€ millions
315
(116)
(157)
87
Net cash
as of
12/31/2013
Cash flow
€ millions
Equity
Net cash
Change
in WCR
Net
capex
Net
investment
Dividends
paid
Other
items
Net cash
as of
12/31/2014
(471)
(46)
(35)
(423)
12/31/2013
12/31/2014
€1 = US$ 1.38
€1 = US$ 1.21
1,396
1,600
87
(423)
46
DIVIDEND


Dividend at €0.92 on behalf of 2014 vs €0.80 in 2013
Stable pay-out ratio at 35%
€
1,00
Pay-out ratio
€0.80
0,90
35%
€0.92
36%
35%
34%
0,80
30%
0,60
€0.46
0,50
0,40
€0.33
€0.33
30%
28%
28%
26%
0,30
0,20
32%
€0.68
0,70
26%
24%
21%
22%
0,10
0,00
20%
2009
2010
2011
2012
2013
2014
47
SHAREHOLDING STRUCTURE
AN INTERNATIONAL CAPITAL OWNERSHIP*


Listed on the NYSE Euronext Paris market – floating ~100%
An international shareholding structure reflecting the Group’s global footprint
Split by region
United Kingdom
15%
Others
12%
Others include
Institutional
investors
88%
Continental
Europe **
28%
France
27%
% Capital
Daniel Julien
1.4%
Treasury shares
0.1%
North
America
30%
** Excluding France
Number of shares: 57,201,690 as of March 1st, 2015
* As of March 1, 2015
48
KEY FIGURES (2009-2014)
PROVEN FINANCIAL TRACK RECORD
 Profitable growth
€ millions
2014
2013
2012
2011
2010
2009
Revenue
2,758
2,433
2,347
2,126
2,059
1,848
EBITDA*
376
325
306
268
258
228
EBITA*
267
226
214
181
174
156
% revenue
9.7%
9.3%
9.1%
8.5%
8.5%
8.5%
EBIT
237
196
193
152
119
130
Net profit
150
129
129
95
74
89
Diluted EPS (€)
2.62
2.27
2.27
1.63
1.27
1.56
Net capex
157
126
108
96
103
67
% revenue
5.7%
5.2%
4.6%
4.5%
5.0%
3.6%
* Excluding non-recurring items
49
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