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Letter to Shareholders APRIL 2016

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Letter to Shareholders APRIL 2016 Letter to shareholders APRIL 2016 Highlights Shaping the Dear shareholders, 2015 KEY Teleperformance set yet another FIGURES record year, with revenue of €3.4 billion and net profit of €200 million, respec- tively up 23.2% and 33.3%. We not only outperformed the market but also REVENUE strengthened our number one global market leadership position. * + 23.2% These tangible results, recorded in a challenging market environment, show the effectiveness of our development strategy based on people, innovation, and expertise. 2015 was also a critical preparatory year for €3,398 M us as the world transitioned full steam ahead toward a new age economy. The digital dawn * reported growth and ever more stringent security standards are a clear advantage for Teleperformance because new and formidable barriers to entry are emerging. From a corporate management perspective, our Board will become younger, more diverse and have a better gender balance with, among its 14 members, 6 women, 9 independent RECURRING EBITA MARGIN directors and 6 different nationalities (related resolutions submitted to your approval at (% OF REVENUE) the Annual General Meeting on April 28, 2016). We are maintaining our successful governance structure, and in view of our solid 10.3% market dynamics, we can be confident in the Group’s long-term outlook. We are targeting €5 billion in revenue in 2020, fueled by commercial wins and highly-selective acquisitions €351 M and alliances. A dividend payment of €1.20 per share, up 30% compared to last year, will be submitted to you for approval at the next Annual General Meeting to be held on April 28, 2016 in Paris. We thank each of you for your support. We are counting on your active participation at DIVIDEND PER SHARE the Annual General Meeting. Your vote is vital for the governance of your Group. submitted at the Annual General Meeting on April 28, 2016 Daniel Julien Paulo César Salles Vasques up 30% Executive Chairman Chief Executive Officer €1.20 2015 ANNUAL RESULTS STRATEGY SHAREHOLDER & 2016 OUTLOOK & NEWS INFORMATION page 2 page 3 page 4 The worldwide leader in outsourced multichannel Founded in customer experience management 1978 190,000 employees Operations in 65 countries English-speaking market and Asia-Pacific (EWAP) 50% of revenue 2015 revenue CEMEA EWAP €3.4 billion Ibero-LATAMIBERO LATAM 24% of revenue Continental Europe, 147,000 Middle-East & Africa (CEMEA) workstations 26% of revenue Teleperformance, worldwide leader in outsourced multichannel customer experience, provides companies all over the world with expert solutions in customer care, technical support, customer acquisition, debt collection, social media, analytics solutions and business process outsourcing. Present in 65 countries, Teleperformance serves more than 160 markets. As the only global player in the market, the Group uses its broad geographical footprint to satisfy its clients. Teleperformance manages programs in 75 languages on behalf of major international companies operating in various industries. 2015 Annual Results Revenue (€M) Recurring EBITA* (€M) Dividend per share (€) Like-for-like Margin 351 growth Growth (%) 3,398 (% of revenue) €1.20* 2,758 267 €0.92 2,433 €0.80 226 + 7.5% 10.3% + 30% + 9.9% 9.7% 9.3% + 15% 2013 2014 2015 2013 2014 2015 2013 2014 2015 * EBITA before non-recurring items * Pay-out ratio = 35% Submitted to shareholder approval at the Annual 2016 Outlook General Meeting on April 28, 2016 Backed by the ongoing expansion of its global footprint, Teleperformance should enjoy continued growth in its market in 2016. In this favorable environment, the Group plans to pursue its substantial investments in the future, notably in the areas of data security and employee protection – a key differentiating factor in its business and in an increasingly complex and unstable world. Teleperformance expects to deliver another year of growth in 2016, with the following full-year targets: Like-for-like revenue growth of between 5% and 7%; EBITA margin before non-recurring items superior or equal to 10.3%. “The five Teleperformance values are the pillars of our corporate culture, and guarantee the excellence of our services Cosmos I Integrity Earth I Respect Métal I Professionalism Air I Innovation Fire I Commitment and solutions.” Absolute. Harmonious. Universal. Deep. Nurturing. Abundant. Crafted. Solid. Reliable. Inspiring. Renewing. Dynamic. Steady. Strong. Radiant. 2016 TELEPERFORMANCE LETTER TO SHAREHOLDERS - PAGE 2 Strategy News ADDRESSING NEW OPPORTUNITIES MARCH 2016 OF THE DIGITAL ERA Teleperformance Hellas named Vendor of the Year Over the last 5 years customer Teleperformance customers are 2015 by Western Union behaviors have changed using digital channels to interact considerably, with increasingly with brands all over the planet, busy lifestyles that rely on tech- since all generations are adopting Teleperformance has a dedicated nology such as smart phones a wide array of digital channels, team focused on digital solutions NOVEMBER 2015 and tablets. Today is a digital and the Group sees great poten- to respond to challenges faced by Teleperformance sets up era in which more than half of tial on digital platforms. brands. operations in Vilnius, Lithuania to serve the Scandinavian and Partnering to create value Russian markets Multichannel Internet users for brands: testimonial of customer behavior (Billions) a key retail client in the UK In 2015, a key Teleperformance SEPTEMBER 2015 74 %of customers that 38% retail client in the UK was strug- used at least 3 channels when growth 4.0 gling to manage costs as customer US-based UnitedHealthcare interacting with brands for engagement and contact volumes (Medicare & Retirement division) customer service 3.2 grew through ever more mobile selects Teleperformance as the 2.9 interactions and touch points. The vendor of the year for its high client had launched webchat, but quality services 38%of customers only on the checkout page of the prefer digital channels ecommerce site, with the objective of reducing dropped baskets. “Teleperformance conducted AUGUST 2015 33%of social media analyses that highlighted customer users that follow a brand would Teleperformance earns the most likely reach out to customer feedback that web chat was needed service through social media throughout the entire online custo- Verego SRS label for corporate 2014 2015 2020 mer journey. On recommendation social responsibility Source: Teleperformance Source: Internet Live Stats - from Teleperformance, web chat Cx Lab Analyses United Nations was added to the customer service and contact pages,” said the client. n A DECREASE IN CARBON FOOTPRINT* The Group is committed to mini- mizing negative environmental 2015 Carbon Footprint in Tons impacts by acting in a sustainable % of total Carbon Footprint per source manner to ensure future gene- rations have the ability to meet their own needs. Citizen of the MAY 2015 Planet (COTP) is a global corpo- Electricity Paper Air Travel rate initiative aimed at ensuring Teleperformance files a Teleperformance operates in 92,409 431 9,679 patent in the United States an environmentally friendly and 90.1 % 0.4 % 9.4 % for its new ESP™ secured responsible manner. data processing solution In 2015, total measured car- Carbon Footprint bon emissions represented per Employee 102,520 tons, with a carbon MARCH 2015 footprint per employee (CFE) of 0.68 tons 0.68 tons. At constant perimeter, i.e. Teleperformance takes root in excluding Aegis USA Inc., the total Dubai and Suriname to serve fell to 0.61 tons vs 0.67 in 2014. n *at constant perimeter clients in the Middle East and the Netherlands respectively Awarded CSR strategy Teleperformance’s disclosure efforts and the initiatives taken by the Group in 2015 in terms of social and environmental JANUARY 2015 responsibility and corporate governance matters were rewarded Teleperformance expands by the integration in December 2015 of Teleperformance in its global footprint by the Euronext Vigeo Eurozone 120, which comprises all the establishing an office n top-performing companies in this regard. in Guyana 2016 TELEPERFORMANCE LETTER TO SHAREHOLDERS - PAGE 3 Shareholder information SHARE PRICE PERFORMANCE (IN €) Annual General Meeting over the last 2 years compared to SBF 120* (as of February 29, 2016) on April 28, 2016 A Combined Shareholders’ Meeting will be held on TELEPERFORMANCE 85 Thursday April 28, 2016 at SBF 120 INDEX 3 pm (CEST) at 21-25 rue Balzac, 75 75008 Paris, France. 65 NEW This year, shareholders will have the possibility, in 55 addition to the usual voting modalities, to vote before the 45 meeting or to give proxy, via Votaccess, an online voting 35 platform. 25 More information is available 2014 2014 2014 2014 2014 2014 2015 2015 2015 2015 2015 2015 2016 FEB. APRIL JUNE AUG. OCT. DEC. FEB. APRIL JUNE AUG. OCT. DEC. FEB. on the Teleperformance website: * Based on the share price as of February 28, 2014 www.teleperformance.com (Investor relations/General Meetings) NUMBER OF OUTSTANDING MARKET CAPITALIZATION SHARES AS OF 09.30.2015 AS OF 12.31.2015 Shareholding structure 57,201,690 €4.4 billion Daniel Julien, Executive Chairman and the Group’s founder, holds 1.4% of the company’s share capital, and institutional investors from around 2016 SAVE THE DATE (indicative calendar) the world hold 90%*. GEOGRAPHICAL BREAKDOWN * Q1 2016 General Ex-dividend Dividend First-half 2016 Q3 2016 OF INSTITUTIONAL SHAREHOLDERS revenue Meeting date payment results revenue 16% United 28% Kingdom North America APRIL APRIL MAY MAY JULY NOVEMBER
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