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Teleperformance Group Overview

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Teleperformance Group Overview Teleperformance Group Overview Including Q1 2018 Quarterly Information DISCLAIMER ▪ The consolidated financial statements have been audited and certified. ▪ All forward-looking statements reflect 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 “Risk Factors” section of our Registration Document, available at www.teleperformance.com. Teleperformance undertakes no obligation to publicly update or revise any of these forward-looking statements. AGENDA 1 TELEPERFORMANCE AT A GLANCE 2 MARKET ENVIRONMENT 3 STRATEGY AND GOVERNANCE 4 STRATEGY IN ACTION: ACQUISITION OF INTELENET 5 Q1 2018 REVENUE AND OUTLOOK 6 APPENDICES DETAILED AGENDA 1. TELEPERFORMANCE AT A GLANCE p. 5-10 Teleperformance at a glance 5-10 2. MARKET ENVIRONMENT p. 11-16 Market environment in Core Services 11-14 Market environment in Specialized Services 15-16 3. STRATEGY AND GOVERNANCE p. 17-22 Strategy 17-20 Governance 21-22 4. STRATEGY IN ACTION: ACQUISITION OF INTELENET p. 23-34 Acquisition rationale 24-25 Financial impact for Teleperformance 31-34 Intelenet business overview 26-30 5. Q1 2018 REVENUE AND FY 2018 OUTLOOK p. 35-40 Q1 2018 Revenue 35-39 FY 2018 Outlook 40 6. APPENDICES p. 41-70 Appendix 1 41-60 Appendix 2 61-70 Key differentiating factors 41-58 2017 Annual Results 61-69 Governance structure and Teleperformance shareholding 59-60 Alternative Performance Measures 70 4 1 TELEPERFORMANCE AT A GLANCE 5 TELEPERFORMANCE AT A GLANCE KEY MILESTONES OF A GROWTH STORY… ▪ Starting 40 years ago, ongoing growth story, either organically and through high profile acquisitions First listed on the Started Acquisitions in Offshore Founded in 1978 Acquisition in Paris stock operations in the Argentina and programs in France Mexico market US Brazil launched 1978 1986 1993 1998 2002 2003 TELEPERFORMANCE #1 IN FRANCE TELEPERFORMANCE #1 IN EUROPE Acquisition Acquisition of Acquisition of of The BeCogent (UK) Full control of Acquisition of Acquisition of LanguageLine Answer & Teledatos TLScontact Aegis USA (US) Intelenet Solutions Group (US) (Colombia) 2008 2010 2012 2014 2016 2018 TELEPERFORMANCE WORLDWIDE LEADER … STRENGTHENING ITS VERTICAL EXPERTISE AND SPECIALIZED SERVICES 6 TELEPERFORMANCE AT A GLANCE …TO BECOME THE WORLDWIDE MARKET LEADER LEVERAGING A UNIQUE GLOBAL NETWORK Teleperformance in 2017 Founded in 1978 Operations in 76 countries 223,000 Employees Countries where TP operates 171,000/350 Workstations Contact centers Worldwide leader with 2017 revenue of New site in Kosovo €4.2bn ▪ Nearly 12,000 workstations opened in 2017 Serving 160+ Markets ▪ New countries: Peru and Kosovo in 265 Languages New site in Peru 7 TELEPERFORMANCE AT A GLANCE …TO PROVIDE A FULL RANGE OF SERVICES IN CONSTANT EVOLUTION ▪ Mission: Teleperformance people, “all over the world, all around the clock”, helping people address their day-to-day issues, in an even more changing and complex environment ▪ A global service provider focused on the customer experience services requiring strong processes, right people and innovation capabilities to succeed ▪ From Core Services to Specialized Services: strengthening the Group profile with higher added-value services Revenue by activity in 2017 ▪ Core Services: Core Services 85%* • Customer services • Technical support Ibero- • Client acquisition LATAM 26% EWAP • Inbound interaction activities represents 85% of Core Services revenue 39% ▪ Specialized Services: CEMEA • Online interpreting services (LanguageLine Solutions) 15% 20% • Visa application management services (TLScontact) • Analytics and consulting solutions (Praxidia) Specialized • Accounts receivable management services (AllianceOne Receivables Management) Services 15% • Collaborative CX platform (Wibilong) • Integrated Digital Solution (Intelenet – acquisition announced on June 14th, 2018) * Core Services split by linguistic region: - EWAP English-speaking market and Asia-Pacific (the US, Canada, the UK, the Philippines, China, India, etc.) - Ibero-LATAM Latin American countries (Brazil, Mexico, Colombia, etc.), Portugal and Spain - CEMEA Continental Europe, Middle East & Africa 8 TELEPERFORMANCE AT A GLANCE A GLOBAL LEADERSHIP RECOGNIZED IN THE INDUSTRY ▪ Over the last 5 years, Teleperformance has been recognized: 26 times by Frost 5 times as a leader 5 times as the Best Place To Work Best Employer & Sullivan in Gartner Magic leader by Everest certified 26 times certified 26 times Quadrant in 8 countries in 16 countries ▪ Probably the most ever recognized company in the CX outsourcing industry Teleperformance is also active in Corporate Social Responsability and Group’s employee voluntary contribution ”Citizen of the World” program has raised close to US$34M in cash and in kind, utilized to support the communities in which Teleperformance operates 9 TELEPERFORMANCE FINANCIAL TRACK RECORD …WITH A PROVEN FINANCIAL TRACK RECORD (2011-2017) ▪ Profitable growth story Average € M 2011 2012 2013 2014 2015 2016 2017* 2011-2017 Revenue 2,126 2,347 2,433 2,758 3,398 3,649 4,180 Group LfL growth + 3.5% + 6.9% + 7.9% + 9.9% + 7.5% + 7.4% + 9.0% + 7.4% EWAP + 6.5% + 3.2% + 8.1% + 12.5% + 4.4% + 4.5% + 1.6% + 5.8% Ibero-LATAM + 10.5% + 16.5% + 11.2% + 6.8% + 7.8% + 11.3% + 22.4% + 12.4% CEMEA (5.2)% + 2.6% + 4.6% + 9.5% + 12.8% + 9.5% + 8.1% + 6.0% Specialized Services + 10.4% Current EBITDA 268 306 325 376 492 558 720 % revenue 12.6% 13.0% 13.4% 13.6% 14.5% 15.3% 17.2% Current EBITA 181 214 226 267 351 408 556 % revenue 8.5% 9.1% 9.3% 9.7% 10.3% 11.2% 13.3% Net profit – gr. share 95 129 129 150 200 214 312 Diluted EPS (€)* 1.63 2.27 2.27 2.62 3.45 3.67 5.31 Growth + 28.3% + 39.3% + 0.0% + 15.4% + 31.7% + 6.4% + 44.7% + 23.7% Net capex 96 108 126 157 172 190 147 % revenue 4.5% 4.6% 5.2% 5.7% 5.0% 5.2% 3.5% 4.8% Net Free cash flow 88 95 64 93 202 236 324 % current EBITDA 33% 31% 20% 25% 41% 42% 45% * Data by linguistic region related to core services activity since 2017 Definition of the Alternative Performance Measures in appendix 10 2 MARKET ENVIRONMENT 11 MARKET ENVIRONMENT IN CORE SERVICES A SIZEABLE CUSTOMER EXPERIENCE (CX) MARKET WITH OUTSOURCING PENETRATION REMAINING LOW Contact center sourcing mix* (2010-2016) $bn ▪ Growth market outlook 100% = 280-300 310-335 • Total market up ~+ 2-3 % p.a. (in $) More interactions driven by mobility revolution and new digitized activities Outsourced 22% 25% • Outsourcing market up ~+ 5% p.a. (in $) ▪ Increasing share of outsourcing • The industry has evolved from low complexity work to a broad range of services that drives the customer experience In-house 78% 75% • Outsourcing providers are gaining share globally, delivering greater value than in-house centers in a more complex and demanding environment: quality, security, digitization, omnichannel, globalization • Dynamic regions 2010 2016 * Overall contact center spend including payment collections - Source: Everest (2017) 12 MARKET ENVIRONMENT IN CORE SERVICES A SIZEABLE MARKET WITH COMPELLING MID-TERM MARKET GROWTH ▪ Global outsourced customer experience (CX) market size in 2017: 72bn US dollars* ▪ North America is the largest market, with 42% of the volumes ▪ The fastest growing markets are LATAM nearshore for North America, and Asia-Pacific offshore and domestic Global outsourced CX market* 2017 Global outsourced CX market – (2017-2020) Breakdown by region* (%) $bn CAGR North Regions 2017 – 2020 5.3% 4.7% 4.9% 4.9% America 42% 90 5,00% North America 3.1% 82.6 APAC offshore North America (NA) dom. + 1.8% 78.8 (dom.) 80 75.1 3,00% LATAM nearshore for NA + 7.1% 71.7 16% 68.1 22% 70 66.1 1,00% APAC offshore for NA + 7.0% Total NA + 4.4% 60 -1,00% LATAM offshore 50 -3,00% 4% APAC LATAM dom. + 4.5% 40 -5,00% 22% Asia-Pacific dom. + 6.0% LATAM EMEA + 4.6% 30 -7,00% 11% 2015 2016 2017e 2018e 2019e 2020e Total outsourced market + 4.8% EMEA Annual growth 25% * Excluding payment collections - Source: Frost & Sullivan (2017) 13 MARKET ENVIRONMENT IN CORE SERVICES COMPETITIVE ENVIRONMENT ▪ Worldwide leader in its core services market with a unique global positioning, as more diversified than competitors ▪ A still fragmented market, with Teleperformance market share at 6%, being consolidated by its leaders ▪ Enlarged competitive environment resulting from the evolution of Teleperformance business mix profile Top direct competitors in contact centers outsourcing – Ranking by number of countries - footprint* ranking by revenue in 2017* (2017) ($m) # Market players Countries 4 000 1 Teleperformance 76 2 Convergys 33 3 Webhelp 28 2 000 4 Arvato CRM 27 5 Concentrix 25 6 Acticall Sitel 24 7 TTEC (Teletech) 23 - 8 Transcom 20 8 Sykes 20 9 Sutherland 19 10 Alorica 16 * Based on company’s press release and publications 14 MARKET ENVIRONMENT IN SPECIALIZED SERVICES EVOLUTION OF THE COMPETITIVE ENVIRONMENT ▪ Competitive environment enlarged to Consulting, BPM and IT services Worldwide footprint Global players in Consulting and Strategy Customer Experience Management Accenture Teleperformance Cap Gemini With Intelenet acquisition Alorica/EGS Convergys Atento Arvato Sitel/Acticall Cognizant Concentrix Sykes TTEC (Teletech) Genpact Wipro Webhelp Konecta Transcom Tata Consulting Services (TCS) Revenues BPO companies based in India, IT service suppliers 15 MARKET ENVIRONMENT IN SPECIALIZED SERVICES FAST GROWING NICHE MARKETS ▪ LanguageLine Solutions is the leader of over-the-phone and video interpreting solutions in North America with a market share of 60% ▪ TLSContact is a major player in the global outsourced visa application management market (40 millions visa applications) Increase in the number of non-English speakers* in World visa application Market share of the main players in the US over-the-phone interpreting market management market outsourcing global markets of visa application (2012-2018e) the USA rate in 2016 – in %* management in 2017 – in %* Annual growth rate 63.2 67.3 20.1% 31% 30% 47.0 21.1% C.
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