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Notice of Meeting 2018 Ordinary Shareholders’ Meeting

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Notice of Meeting 2018 Ordinary Shareholders’ Meeting Notice of meeting 2018 Ordinary Shareholders’ Meeting 2018 F r i d a y A p r i l 2 0 th , 2018 at 3 p.m. (Paris Time) at 21-25 rue Balzac, 75008 Paris - France CONTENTS MESSAGE FROM THE CHAIRMAN AND CHIEF EXECUTIVE OFFICER 1 1 TELEPERFORMANCE IN 2017 2 2 SUMMARY OF THE ACTIVITIES IN 2017 6 3 GOVERNANCE 18 AGENDA AND RESOLUTIONS PROPOSED 4 BY THE BOARD OF DIRECTORS 27 REPORT OF THE BOARD OF DIRECTORS 5 ON THE PROPOSED AGENDA AND RESOLUTIONS 32 6 REPORTS OF THE STATUTORY AUDITORS 45 7 HOW TO PARTICIPATE IN THE SHAREHOLDERS’ MEETING? 47 8 REQUEST FOR INFORMATION AND MATERIALS 53 The present notice is available on the Teleperformance’s website www.teleperformance.com Message from the Chairman and Chief Executive Officer Dear Shareholder, In 2017, Teleperformance delivered another record year, posting revenues of €4.2billion. Organic growth of 9.0% was significantly higher than that of the market. This excellent performance reflects the momentum of our two business categories, core services and specialized services, which posted like-for-like revenue growth of 8.8% and 10.4% respectively. Our EBITA margin before non-recurring items increased 210 basis points to 13.3%, mainly due to the rapid development of operations in Latin America, continued improvements in Europe and the first full year of consolidation for LanguageLine Solutions, a company of exceptional quality and the leading provider of online interpreting solutions in the United States. Lastly, our performance with regard to cash flow and debt levels is strong. We are therefore on track with our financial commitments and are looking forward confidently to continued external growth. 2017 was packed with highlights and gave us the opportunity to make diligent preparations for the future. Firstly, we set new 5-year targets and outlined the strategies designed to achieve them. These targets include revenues of over €6billion and EBITA of at least €850million. They will be achieved through organic revenue growth and targeted acquisitions, primarily in high value- 2017. We also intend to continue generating strong cash flow, added specialized services. enabling us to pursue our development strategy while maintaining Group governance has also been transformed, with the exemplary financial control. introduction of a new organizational structure that is more The shareholder’s meeting, that special moment in the life of a efficient and fluid in making and implementing decisions. These company, will take place this year on Friday April 20th, 2018 at changes are intended to facilitate the achievement of our new 3pm (Paris time) at 21-25 rue Balzac, 75008 Paris, France long-term goals. and will give you the opportunity to express your views on all of In addition, Teleperformance has secured a leading position in the foregoing matters. the fields of data security and privacy within its business sector. We thank you for your continued trust and count on your Clients recognize this positioning as a major differentiating factor. participation in this meeting. Your vote is essential for the We enter the new year 2018 with confidence. Our financial governance of your Group. objectives for the year include organic revenue growth of over 6% Daniel Julien and a further improvement in the EBITA margin compared with Teleperformance - Notice of meeting 2018 1 1 Teleperformance in 2017 THE GROUP OUR MISSION Teleperformance isthe worldwide leader in Teleperformance is a company of people serving outsourced omnichannel customer experience management. Companies and governments around daily problems, in an environment that is increasingly the world choose Teleperrformance as their preferred complexintermsof interaction methods, securityissues partner for implementing strategies to optimize their and technological breakthroughs. Group fall into two categories: its clients imagine, designand conduct their business core services, which include customer serrvices, through a technical support and customer acquisition; comprehensive and adaptable portfolio of consulting serrvices and solutions. high-value specialized services, which include online interpreting, visa application management, To implement this approach, the Group leverages data analyytics, and debt collection. the excellence of its front-line operations around the world, its close ties with numerous multinationals that are leaders in their industrry, its expertise in data and market analysis and its thorough command of cutting-edge technologies. To meet the digitalization and customer experience challenges of today, these technologies cover the areas of security, omnichannel and automation. FROM JANUARY 2017 FIRST-TIME CONSOLIDATION OF FROM MARCH 2017 LANGUAGELINE SOLUTIONS OVER ENHANCEMENT OF THE GROUP’S A 12-MONTH PERIOD FINANCIAL STATUS Leader in online interpreting solutions in the United States, Standard & Poor’s assigns Teleperformance a “BBB-” with 8,400 interpreters, 25,000 customers and $450 million (investment grade) rating, the highest rating in the in revenue. industry, UHȵHFWLQJ the Group’s ȴQDQFLDO strength Expansion of Teleperformance’s business and its change of status. portfolio in high-value services and enhan- Enhancement of the Group’s status in the ȴQancial markets thanks to its inclusion in Further acquisitions in specialized serrvices the CAC Large 60, MSCI Global Standard and planned betweennow and 2022. HIGHLIGHTS OF S&PbLQGexes. 2017 OCTOBER 2017 OCTOBER 2017 PRESENTATION OF THE 2022 ANNOUNCEMENT OF THE STRATEGIC PLAN AND IMPLEMENTATION PREPARATION FOR THE LAUNCH OF PRAXIDIA, OF ORGANIZATIONAL CHANGE A HIGH VALUE CUSTOMER EXPERIENCE CONSULTING SOLUTION 2022 tarrgets ofmorethan€6 billionin revenueandmore Launch in 2018 of consulting solution Praxidia, which is based than €850 million in EBITA before non-recurring items. on the Group’s front-line expertise in customer experience, Organizational change to increase eɝciency in customer data analysis and cutting-edge technologies. implementing the strategic plan and to reȵect the Teleperrformance aims to be the preferred partner in customer Group’s new size. Daniel Julien appointed Chairman experience consulting worldwide. 2 Teleperformance - Notice of meeting 2018 1 GLOBAL LEADERSHIP Teleperformance has the largest geographical IRRWSULQW LQ WKH LQGXVWU\ DQG LV FDSDEOH RI handling programs in 265 languages. With more WKDQbFOLHQWVZRUOGZLGHWKH*URXSJHQHUDWHV UHYHQXHRIȜELOOLRQRIZKLFKQHDUO\IURP multinationals. OPERATIONS IN 223,000 265 160 850+ 76 EMPLOYEES LANGUAGES MARKETS CLIENTS* COUNTRIES *Excluding LanguageLine Solutions clients English-speaking IBERO-LATAM market & €1,084 million $VLD3DFLȴF (:$3 €1,607 million Continental Specialized Europe, Middle East Services DQG$IULFD &(0($ €638 million Countries where Teleperformance operates €851 million In 2017, Teleperformance continued to expand its worldwide footprint, setting up in Kosovo and Peru, and VWDUWLQJRSHUDWLRQVLQ0DOD\VLD “ The five Teleperformance values are the pillars of our corporate culture and guarantee the excellence of our services and solutions. ” Cosmos I Integrity Earth I Respect Metal I Professionnalism Air I Innovation Fire I Commitment I say what I do I treat others with I do things correctly I create and I improve I am passionate & I do what I say kindness and empathy the first time and committed Teleperformance - Notice of meeting 2018 3 TELEPERFORMANCE IN 2017 1 KEY FINANCIAL FIGURES GROWTH AND PROFITABILITY Revenues (in millions of euros) Current EBITDA (in millions of euros) 4,180 720 3,649 3,398 558 17.2% 2,758 492 2,347 2,433 +9.0% 376 15.3% +7.5% +7.4% 325 14.5% +9.9% 306 +7.9% 13.6% 13.4% 13.0% 2012 2013 2014 2015 2016 2017 2012 2013 2014 2015 2016 2017 Like-for-like growth Current EBITDA/revenues Current EBITA (in millions of euros) Net free cash flow (in millions of euros) 556 45% 41% 42% 408 13.3% 324 351 236 31% 267 11.2% 202 214 226 10.3% 25% 9.7% 20% 9.1% 9.3% 95 93 64 2012 2013 2014 2015 2016 2017 2012 2013 2014 2015 2016 2017 Current EBITA/revenues Diluted earnings per share (in euros) Dividend per share (in euros) 5.31 1.85 3.67 3.45 1.20 1.30 2.62 2.27 2.27 0.80 0.92 0.68 2012 2013 2014 2015 2016 2017 2012 2013 2014 2015 2016 2017 A DIVERSIFIED AND PROFITABLE PORTFOLIO OF ACTIVITIES Revenue by activity and linguistic region Current EBITA by activity in 2017 vs 2016 (in millions of euros) in 2017 vs 2016 (in millions of euros) + 9.0% 4,180 556 3,649 638 + 10.4% Specialised Services 335 29.9 % 851 408 802 CEMEA Specialised Services 25.9 % 884 Ibero- 1,084 LATAM +8.8% Core services 10.3 % Core services 9.7 % 1,628 EWAP 1,607 Like-for-like current EBITA/ 2016 2017 growth 2016 2017 revenues This information is provided in various chapters of the Registration Document for 2017 and defined in the Alternative Performance Measures (APMs) section hereinafter. 4 Teleperformance - Notice of meeting 2018 KEY EXTRA FINANCIAL FIGURES 1 « PEOPLE STRATEGY » Total headcount Breakdown of total headcount Training hours by activity and linguistic region 223,000 217,000 34,189,097 32,413,418 190,000 EWAP 42% 28,542,457 182,000 21,408,856 34% Ibero-LATAM 149,000 138,000 16,843,220 18% CEMEA 14,234,183 Specialized 6% services 2012 2013 2014 2015 2016 2017 2012 2013 2014 2015 2016 2017 GOVERNANCE Independance of the Board Board of Directors: balance in terms Six nationalities represented of Directors of gender representation at the Board of Directors China Colombia France 36% 64% 9% 43% Non-independant Independant of women of women members members 2012 2017 2012 2017 ENVIRONMENT AND COMMUNITY ENGAGEMENT
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