INVESTOR PRESENTATION

INVESTOR PRESENTATION
November 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 forward-looking 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
Teleperformance at a glance
Worldwide leadership
Q3 2015 Revenue and 2015 Outlook
Right Execution of the Strategy
Market and Strategy
Growth Perspectives
Leadership assets
Keys to succeed
Appendices
3
DETAILED AGENDA
1. TELEPERFORMANCE AT A GLANCE
p. 5-9
6
Worldwide leadership in its markets
A Full range of services
7
p. 10-15
2. Q3 2015 REVENUE AND 2015 OUTLOOK
Executing the strategy: solid growth
Sustainable growth and strong geographical mix
Revenue growth analysis in 9m 2015
11
12
13
p. 16-19
17
18
p. 20-39
21
22-23
24
25
26
27
28
29-30
CX LAB: Marketing and innovative approach
E-performance (social media solutions)
Teleperformance Client CRM
Teleperformance comprehensive data security
Teleperformance Observer (a security solution)
The multilingual hubs in Europe
TLScontact (visa application management)
Teleperformance analytics
5. APPENDICES
H1 2015 Results
2014 Annual Results
19
Growth strategy
4. LEADERSHIP ASSETS
A well recognized company
Unique domestic/nearshore/offshore solutions
A strong mix by industry
A strong and diversified client base
Teleperformance differentiating power
Multichannel strategy
Teleperformance processes (Discipline)
People strategy (Care)
14
15
Sustained like-for-like growth in all regions
2015 Outlook
3. MARKET AND STRATEGY
Market environment
Competitive landscape
8
9
Vision: facing opportunities & challenges
Proven financial track record (2009- 2014)
31
32
33
34-35
36
37
38
39
p. 40-52
41-45
46-50
Dividend
Shareholding structure
51
52
TELEPERFORMANCE AT A
GLANCE
Worldwide leadership
TELEPERFORMANCE AT A GLANCE
TELEPERFORMANCE WORLDWIDE LEADERSHIP IN ITS MARKETS
Worldwide leader
with 2014 revenue of
Founded in
€2.8bn
1978
135,000
Workstations
182,000
Employees
Serving
Operations in
160+ Markets
62 countries

A unique worldwide footprint and a solid geographical mix



A global player present in more than 60 countries
EWAP representing close to 50% of total revenue
Remaining 50% is balanced between Ibero-LATAM and CEMEA regions
6
TELEPERFORMANCE AT A GLANCE
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%
7
TELEPERFORMANCE AT A GLANCE
VISION: 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
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
THE CHALLENGES
Data security
and unstable
environments
8
TELEPERFORMANCE AT AT
A GLANCE
TELEPERFORMANCE
A GLANCE
PROVEN FINANCIAL TRACK RECORD (2009- 2014)
 Profitable growth
2009
2010
2011
2012
2013
2014
1,848
(1.1)%
2,059
+ 1.1%
2,126
+ 3.5%
2,347
+ 6.9%
2,433
+ 7.9%
2,758
+ 9.9%
EWAP
NA*
+ 0.8%
+ 6.5%
+ 3.2%
+ 8.1%
+ 12.5%
Ibero-LATAM
NA*
+ 5.3%
+ 10.5%
+ 16.5%
+ 11.2%
+ 6.8%
CEMEA
NA*
(1.7)%
(5.2)%
+ 2.6%
+ 4.6%
+ 9.5%
EBITDA**
228
258
268
306
325
376
EBITA**
156
174
181
214
226
267
% revenue
8.5%
8.5%
8.5%
9.1%
9.3%
9.7%
EBIT
130
119
152
193
196
237
Net profit
89
74
95
129
129
150
1.56
1.27
1.63
2.27
2.27
2.62
Net capex
67
103
96
108
126
157
% revenue
3.6%
5.0%
4.5%
4.6%
5.2%
5.7%
€ millions
Revenue
Group LfL growth
Diluted EPS (€)
* Not applicable – Disclosure by region changed in 2010
** Excluding non-recurring items
9
Q3 2015 REVENUE AND
2015 OUTLOOK
Right Execution of the
Strategy
Q3 2015 REVENUE
EXECUTING THE STRATEGY: SOLID GROWTH
 Business momentum continuing to be strong, in line with Group’s annual objective
 9M 2015:
+ 7.5% like-for-like
 Q3 2015:
+ 7.0% like-for-like
€M
€/$ exchange rate
(9 months average)
2015
€ 1 = US$1.11
2014
Change
Reported
Like-for-like*
€ 1 = US$1.36
9M
2,496
1,953
+ 27.8%
+ 7.5%
Q3
838
708
+ 18.3%
+ 7.0%
* At constant exchange rates and scope of consolidation
11
Q3 2015 REVENUE
SUSTAINABLE GROWTH AND STRONG GEOGRAPHICAL MIX
 Fourteen's quarter of strong growth, outpacing worldwide market growth
 Strong regional mix with EWAP* contribution representing now 50% of Group total revenue
Quarterly lfl revenue growth since 2012
Revenue geo mix in 9M 2015
(vs 9M 2014)
14%
13%
12%
13%
Ibero-LATAM*
25% (29%)
12%
12%
10%
8%
9%
8%
5%
4%
6%
10%
9%
7%
6%
2%
2015
7%
7%
6%
EWAP*
50% (42%)
2%
0%
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3
12 12 12 12 13 13 13 13 14 14 14 14 15 15 15
* Language region
EWAP:
Ibero-LATAM:
CEMEA:
CEMEA*
25% (29%)
English World Asia Pacific (the US, Canada, the UK, Philippines, China, …);
Latin American countries (Brazil, Mexico, Colombia, …) and Portugal & Spain;
Continental Europe, Middle-East & Africa.
12
Q3 2015 REVENUE
REVENUE GROWTH ANALYSIS IN 9M 2015

9M growth: + 27.8% as reported and + 7.5% like-for-like

Main change in scope: acquisition of Aegis USA Inc. in August 2014

Main translation currency effect: US dollar strengthening against the euro
€M
+ 225*
2,496
Change in scope
9M 2015
+ 7.5% lfl
+ 159
+ 159
2,112
1,953
9M 2014
•
Currency effect
9M 2014
Like-for-like growth
at constant currency
Aegis USA and City Park Technologies consolidated from 7 August 2014 and 1st July 2014 respectively
13
Q3 2015 REVENUE
SUSTAINED LIKE-FOR-LIKE REVENUE GROWTH IN ALL GROUP REGIONS
Revenue by region in 9M 2015 vs 9M 2014
(€ M)
+ 5.5% lfl
• Satisfactory lfl growth in 9M: + 5.5%
• Impact of Aegis USA Inc. acquisition and
positive currency effect on overall growth
• High basis of comparison in Q3 like in Q2
• On-going diversification by vertical, notably in
the onshore US market.
• Booming Chinese activities
1 236
+ 6.8% lfl
814
+ 11.7% lfl
562 617
EWAP
577
Ibero-LATAM
9 months 2014
643
 Ibero-LATAM
CEMEA
9 months 2015
Revenue by region in Q3 2015 vs. Q3 2014
(€ M)
+ 4.0% lfl
422
319
+ 4.1% lfl
+ 15.5% lfl
195 194
EWAP
Ibero-LATAM
Q3 2014
Q3 2015
194
222
CEMEA
 English-speaking market & Asia-Pacific
(EWAP)
• Sustained lfl growth in 9M: + 6.8%
• High basis of comparison in Q3
• Good performance in Brazil despite lackluster
economic environment
• Strong growth in Portugal (global accounts
served from multilingual hubs)
• Lower activity in Mexico
 CEMEA
• Strong growth driven by business with global
accounts (worldwide network effect)
• Solid visa application management business
(TLScontact) supported by sustained flow of
tourists coming notably from China and Algeria
14
2015 OUTLOOK
ANNUAL OBJECTIVES UNCHANGED
 Like-for-like growth objective
Like-for-like revenue growth of at least + 7% (outpacing the average market)
 Recurring EBITA margin objective
Further increase in margin to at least 10.3% vs 9.7% in 2014
 Strong growth in net free cash flow
15
MARKET AND STRATEGY
Growth Perspectives
MARKET ENVIRONMENT (1/2)
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 (2013-2018)
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)
17
MARKET ENVIRONMENT (2/2)
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. acquired in 08/2014
4 000
US$ 4B
Ranking by Revenue
Pro forma analysis
(US$ M)
2 000
-
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
* Excluding 2015 operations: in 03/2015, Alorica acquired West’s Agent Services businesses and in 07/2015, Acticall acquired Sitel
18
GROWTH STRATEGY
THE POWER TO DIFFERENTIATE
3 STRATEGIC
OBJECTIVES
Developing
first in North
America and other
high potential
markets
Diversifying mix
through new
verticals
Developing
multichannel
/omnichannel
solutions
Leadership assets
to leverage market
trends
“Vertical
expertise”
Client and
security centric
culture
Organic growth,
outpacing the
market
Increasing
EBITA margin
Best allocation of
resources (capex /
M&A)
Over the last 3 years
+ 8.1%
Over the last 3 years
+ 120 pb
Aegis USA Inc.
acquisition
SUPPORTED BY
3 STRATEGIC
TOOLS
LEADING TO
VALUE
CREATION
ACHIEVEMENTS
19
LEADERSHIP ASSETS
Keys to succeed
A WELL RECOGNIZED COMPANY
2014 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
21
TELEPERFORMANCE LEADERSHIP ASSETS (1/4)
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
22
TELEPERFORMANCE LEADERSHIP ASSETS (2/4)
A UNIQUE OFFERING OF WORLDWIDE DOMESTIC/NEARSHORE/OFFSHORE SOLUTIONS

A growing workforce in key regions

Group offshore base enhanced by Aegis USA Inc. acquisition in 2014 (60% of Aegis USA Inc.
revenue is offshored in the Philippines)
Country
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
Revenue by sourcing (2012-H1 2015)
74%
26%
2012
71%
66%
29%
34%
2013
2014
Nearshore/offshore
Domestic
≈ 53% of the total
23
TELEPERFORMANCE LEADERSHIP ASSETS (3/4)
A STRONG MIX BY INDUSTRY



Client portfolio has diversified by industry
Teleperformance benefits from the largest and the most diversified client base in the industry
Strong momentum in Healthcare, Insurance, Financial services and Travel
Revenue by vertical – details (2014)
35%
30%
29%
60%
25%
20%
15%
10%
5%
Revenue by vertical (2012-2014)
11% 10%
13%
7%
5%
5%
51%
47%
40%
49%
53%
60%
2012
2013
2014
11%
5%
4%
0%
Others
Telecom-Internet-Pay TV
24
TELEPERFORMANCE LEADERSHIP ASSETS (4/4)
A STRONG AND DIVERSIFIED CLIENT BASE

Concentration of the client portfolio has decreased

Global accounts contribution has increased
Client portfolio concentration
% of revenue
(2007-H1 2015)
•
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%
10% 7%
0%
38%34%
30%
22%
20%
5%
Top 1
Top 5
2007
2014
Top 10
H1 2015
In 2014 - Top 20: 47%, Top 50: 65%, Top 100: 79%
25
TELEPERFORMANCE DIFFERENTIATING POWER
ADDRESSING 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
26
TELEPERFORMANCE VISION
TELEPERFORMANCE MULTICHANNEL STRATEGY TO ADDRESS THE MOBILE
INTERNET REVOLUTION





Giving customers the possibility to interact with brands in their preferred channel, whether selfservice or agent-assisted, improves their customer experiences and loyalty.
Multichannel includes: call, social media, chat, click-to-call, text messages, face-to-face
Favoring an Integrated Omnichannel approach
74% of consumers use at least 3 channels when interacting with company for customer service
65% of businesses use at least 6 touchpoints to engage their clients
Worldwide smartphones delivery (bn)*
1600
Evolution of digital interactions vs Voice
2006-2015 (%)**
1436
1400
1200
1000
800
600
400
305
200
0
2010
2011
2012
2013
2014
2015 e.
* Source: IDC
** Source: Dimension data - 2015 global contact centre benchmarking report
27
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
to be ahead of the market in security
practices.
• The quality of our management systems
certified (ISO, COPC, PCI) and recognized
compliance leadership
28
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
29
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
30
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
31
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
32
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
33
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
34
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)
35
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.
• Interactive contact center blueprint, allowing to
create customized maps based and displaying key
information and alerts by station
• 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
• Users can listen to live calls while viewing
corresponding desktop video streams, watch
contact floor activity from controllable ceilingmounted cameras, and analyze real-time call
activity, capacity, and call emotion states.
36
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”

Latest extension of multilingual hubs:
• Portugal:
Atlantico site - 2013
• Greece:
Tavros site - 2013
Atlantico site in Portugal
Tavros site in Greece
37
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
38
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 understanding of customers, and
increasing profitability.
39
APPENDICES
FIRST-HALF 2015 RESULTS
SUMMARY P&L
 Sustained growth in margins and results
€M
Revenue
H1 2015
H1 2014
€1 = US$ 1.12
€1 = US$ 1.37
1,658
1,245
% revenue
Operating profit
Net profit – Group share
Diluted earnings per share (€)
+ 33.2%
+ 7.8%
Like-for-like growth
EBITA before non-recurring items*
Change
144
100
8.7%
8.1%
126
89
+ 41.3%
83
57
+ 45.1%
1.45
1.00
+ 45.1%
* Operating income before amortization of acquisition related intangibles, loss of goodwill value and excluding non-recurring items.
+ 43.6%
41
FIRST-HALF 2015 RESULTS
REVENUE AND RECURRING EBITA* BY REGION
 Impact of Aegis USA Inc. on EWAP region and Group reported growth in H1 2015
REVENUE
€ millions
H1 2015
H1 2014
Change
Reported
Like-for-like
English-speaking market & Asia Pacific
815
495
+ 64.7%
+ 6.4%
Ibero-LATAM
422
367
+ 15.0%
+ 8.1%
Continental Europe & MEA
421
383
+ 9.9%
+ 9.8%
1,658
1,245
+ 33.2%
+ 7.8%
H1 2015
H1 2014
English-speaking market & Asia Pacific
9.2%
9.4%
Ibero-LATAM
10.4%
9.8%
Continental Europe & MEA
2.1%
1.0%
TOTAL
EBITA MARGIN*
%
* Excluding holdings
42
FIRST-HALF 2015 RESULTS
CASH FLOW
 Sustained cash flow generation, up + 46.5%
 Successful management of Group liquidity
 Lower capex ratio after a peak in H1 2014 related to capex for TLScontact
 Strong net free cash flow expected for the full year
€M
Cash flow
Change in working capital
Net capital expenditure
% revenue
Net free cash flow
H1 2015
H1 2014
158
108
23
(17)
(86)
(76)
5.2%
6.1%
95
15
43
FIRST-HALF 2015 RESULTS
FINANCIAL STRUCTURE
 Strong financial structure
€M
423
44*
(95)
429
53
4
Net debt as of
12/31/2014
Net free cash flow
Net investment
Dividends paid
Other items
Net debt as of
06/30/2015
* Including €42 M related to FX effect on debt
€M
Equity
Net debt
12/31/2014
06/30/2015
€1 = US$ 1.21
€1 = US$ 1.12
1,600
1,701
423
429
44
FIRST-HALF 2015 RESULTS
SUMMARY BALANCE SHEET
€M
06/30/15
06/30/2015
12/31/14
€1 = 1.12 US$
€1 = 1.21 US$
1,695
1,595
6
5
1,701
1,600
119
123
46
49
Provision and deferred tax
194
178
Other current liabilities
351
338
Bank debt
690
639
3,101
2,927
€1 = 1.12 US$
€1 = 1.21 US$
Goodwill and intangible assets
1,407
1,342
Property, plant and equipment
422
391
98
84
Equity capital
699
693
Trade payables
36
37
Other current and financial assets
178
164
Cash and cash equivalents
261
216
Other non-current assets
Trade receivables
Current income tax receivable
Assets
3,101
2,927
12/31/2014
Shareholders’ equity
Non-controlling interests
Current income tax
Equity and Liabilities
45
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%
46
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
47
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
48
2014 ANNUAL RESULTS
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%
49
2014 ANNUAL RESULTS
FINANCIAL STRUCTURE

Financial structure remaining strong after the acquisition of Aegis USA Inc.

Net debt/EBITDA ratio = 1.1
46
36
423
Dividends
paid
Other
items
Net debt
as of 12/31/2014
€ millions
(87)
(43)
Net debt
as of 12/31/2013
Net free cash flow
€ millions
Equity
Net debt
471
Net
investment
12/31/2013
12/31/2014
€1 = US$ 1.38
€1 = US$ 1.21
1,396
1,600
(87)
423
50
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
51
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
16%
Others
10%
Institutional
investors
90%
Continental
Europe **
26%
North
America
28%
France
30%
Others include
Daniel Julien
% Capital
1.4%
** Excluding France
Number of shares: 57,201,690 as of September 30, 2015
* As of September 30, 2015
52
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