Teleperformance Group Overview - Including Q1 2020 Quarterly Information May 2020 - Teleperformance Investor ...
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Teleperformance Group Overview Including Q1 2020 Quarterly Information May 2020
Disclaimer
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
2
Alternative Performance Measures
Change in like-for-like revenue:
Change in revenue at constant exchange rates and scope of consolidation = (current-year revenue - last-year revenue at
current-year rates - revenue from acquisitions at current-year rates) / last-year revenue at current-year rates.
EBITDA before non-recurring items (Earnings before Interest, Taxes, Depreciation and Amortization):
Operating profit before depreciation and amortization, amortization of intangible assets acquired as part of a business
combination, goodwill impairment charges and non-recurring items.
EBITA before non-recurring items (Earnings before Interest, Taxes and Amortization):
Operating profit before amortization of intangible assets acquired as part of a business combination, goodwill impairment
charges and non-recurring items.
Non-recurring items:
Principally comprises restructuring costs, incentive share award plan expense, costs of closure of subsidiary companies,
transaction costs for the acquisition of companies, and all other expenses that are unusual by reason of their nature or
amount.
Net free cash flow:
Cash flow generated by the business - acquisitions of intangible assets and property, plant and equipment net of disposals -
financial income/expenses.
Net debt:
Current and non-current financial liabilities - cash and cash equivalents.
Diluted earnings per share (net profit attributable to shareholders divided by the number of diluted shares and adjusted):
Diluted earnings per share is determined by adjusting the net profit attributable to ordinary shareholders and the weighted
average number of ordinary shares outstanding by the effects of all potentially diluting ordinary shares. These include
convertible bonds, stock options and incentive share awards granted to employees when the required performance
conditions have been met at the end of the financial year.
3
Detailed contents
Teleperformance at a glance p. 5-12
Teleperformance at a glance p. 6-9 Strategy & high-tech, high-touch approach p. 10-11
Q1 2020 revenue and actions taken in response to Covid-19 p. 13-22
Revenue analysis p. 14-16 Details by activity p. 18-22
FY 2020 outlook p. 23-24
FY 2020 outlook p. 24
Appendices p. 25-48
Digital Integrated Business Services (D.I.B.S.) –
Group overview – Additional information p. 28-34 p. 40-43
Additional information
Corporate social responsibility, governance &
Market & competitive environment p. 35-39 p. 44-48
shareholding
4
Contents
1. Teleperformance at a glance
2. Q1 2020 revenue and actions taken in response to Covid-19
3. FY 2020 outlook
4. Appendices
5
Teleperformance at a glance
A leading global group in digitally integrated business services
• #1 global leader in • 330k+ employees • 460 facilities
outsourced CX*
management
• Present in 80 countries
• Serving 1,000+** clients in
170+ markets
• Providing services in
265+ languages and dialects Countries where TP
operates
* Customer Experience ** 31,000 including LanguageLine Solutions (businesses, government agencies and individuals) 6Teleperformance at a glance
Becoming a leading global group in the digitally integrated business services market
Customer experience
▪ Customer care &
Three-dimensionnal expertise
technical support
CX business Core Services & D.I.B.S ▪ Sales
services to ▪ Customer care &
▪ Accounts receivable
One-Office solution
technical support
corporates and ▪ Interpretation and Translation High value-added
▪ Sales
government ▪ Back-office services Digitally Integrated
agencies Middle/back-office
optimization services Business Services
▪ Customer care & ▪ Content moderation to “the Disrupted
technical support Specialized Services ▪ Industry specific business
▪ Sales process services
and the Disruptors”
▪ Interpretation and translation
▪ Back-office services ▪ Visa & consular services
▪ Visa & consular services
▪ Accounts receivable
▪ Accounts receivable Knowledge services
▪ Consulting services
▪ Advanced analytics
▪ Intelligent automation
7Teleperformance at a glance
Geographic diversification
Group revenue breakdown Core Services & D.I.B.S.*
(FY 2019) revenue breakdown (FY 2019)
India &
Middle East
o.w D.I.B.S.
11%
19%
Core EWAP
Services & 37%
D.I.B.S.*
87%
CEMEA
23%
Specialized
Services
13%
Ibero-LATAM
29%
* Core Services & D.I.B.S. split by linguistic region:
- EWAP English-speaking market and Asia-Pacific (the US, Canada, the UK, the Philippines, China, etc.)
- Ibero-LATAM Latin American countries (Brazil, Mexico, Colombia, etc.), Portugal and Spain
- CEMEA Continental Europe, Middle East & Africa
- India & Middle East India and ex-Intelenet activities in the Middle East
8Teleperformance at a glance
Ongoing diversification
Expertise in many industries
% Revenue by vertical – details 2019 vs. 2013
47%
• Increasingly diverse client base, now 1,000 clients+*
First entry in
the Top 9
sectors in 2019 • Average tenure of client relationship is 13 years
17% 16% 14% 14% 14% (Top 50)
9% 11% 7% 6% 6% 5% 10%
5% 4%
4% 4% 3% 2% 2% • Increased contribution of business with e-player clients
• Global accounts** represent nearly 50% of total
Group revenue
• Lower concentration caused notably by diversification
2013 2019 in new verticals, with recent large accounts won,
particularly in the e-Economy
Multi-year trend of lower client concentration*
% Revenue – details 2019 vs. 2013
Top 50 56%
68%
Top 10 26%
34%
Top 1 6% * Excluding LanguageLine Solutions (30,000 clients including individuals); Top 100 in 2019: 68%
7% ** Accounts served in more than 2 markets 9
2019 2013Teleperformance at a glance
Strategy: succeeding in transformation
▪ Becoming a leading global group in digitally integrated business services
▪ A unique selling proposition to clients: Simpler, Faster, Safer, Better and More
Vision cost effective
▪ High-tech, high-touch position and strategy
▪ Sustainable business model creating value for all stakeholders
▪ Ongoing booming digitized disruption: disruptors and disrupted companies
Challenges and ▪ End-to-end and more complex demand from global clients
opportunities ▪ Enlarged addressable market: the worldwide business process management
market
▪ Strengthening the business model
M&A ▪ Specialized services
▪ US markets
10Teleperformance at a glance
Succeeding in transformation: a unique high-tech, high-touch strategy
• Robust and • Hire the right people:
reliable IT psychographic assessments,
architecture HIGH-TECH HIGH-TOUCH predictive recruitment
• Omnichannel models
• Automation • Coaching lab
and A.I • Managing with a purpose
• Data security • Global ecosystem:
GPTW, multicultural,
• “Solution local
Architects team” Lean Six
Sigma
• Excellence, discipline and
Discipline culture of continuous
improvement and innovation
11Teleperformance at a glance
Succeeding in transformation: an agile and international organization
Daniel Julien
Chairman and CEO
Olivier Rigaudy • TAPs
Deputy CEO and CFO Bhupender Singh • R&D
• Marketing
Leigh Ryan President of • Lean Six Sigma
Global Chief Legal Transformation • IT & CISO
Officer
Eric Dupuy Jeff Balagna Scott Klein
Agustin Grisanti
President of
President of
Global Business Development Global co-COO’s - Operations
Specialized Services
• EWAP (EW/APAC) Miranda Collard,
• CEMEA • LanguageLine Solutions
Stéphanie Wilson,
• IBERO-LATAM Gustavo Mir González • TLScontact
• D.I.B.S Chief Client Officers • ARM
Chief Administration
Officer/HR/Compliance/Training
Alan Winters
8 executive committee members
21 global management committee members
A Crisis Transformation Committee (CTC) bringing together the top 100 key Group managers < 45 12Contents
1. Teleperformance at a glance
2. Q1 2020 revenue and actions taken in response to Covid-19
3. FY 2020 outlook
4. Appendices
13Q1 2020 revenue
Key facts and figures
▪ Measures taken to overcome the global health crisis with three priorities
• Protecting employees: 100% compliance with all hygiene standards in the
Group‘s 80 countries and +155,000 employees working from home, i.e. 66% of
the operational workforce, vs c.5,000 at end-2019
• Protecting jobs by supporting brands and governments in ensuring business
continuity: 90% of clients served by home-working employees
• Protecting the Group and strengthening liquidity: launch of a cost reduction
annual program of around €250 million, over €1.5 billion in liquidity, including
additional lines of credit secured for €655 million, and BBB- rating with a stable
outlook confirmed by S&P in April
▪ Sustained growth in Q1 2020: +6.2% LFL growth in revenue, despite the effect of
Covid-19 on operations
• Rapid growth in January and February
• Flat performance in March due to first Covid-19 impact
14Q1 2020 revenue
Sustained growth in revenue despite Covid-19
▪ Revenue growth in the first quarter remained strong: up +6.2% LFL
• Sustained growth above +7% like-for-like in January & February
• Stable performance in March due to the impact of the health crisis on the second half of the month
€ millions Change
Q1 2020 Q1 2019
Like-for-like Reported
€/$ exchange rate (12-months average) €1 = US$1.10 €1 = US$1.14
Revenue 1,352 1,271 +6.2% +6.4%
15Q1 2020 revenue
Revenue growth analysis
+6.2% lfl
+79 1,352
• Revenue growth: +6.4% as reported
1,271 +2 1,273 and +6.2% like-for-like
• Slightly favorable currency effect:
gains in the US dollar mainly offset by
declines in the Brazilian real, the
Colombian peso and the Argentine
peso against the euro
Q1 2019 Currency effect Q1 2019 at Like-for-like Q1 2020
constant growth
exchange rates
16Q1 2020 revenue
Revenue by activity
Revenue (€ m) Q1 2020 Q1 2019
Change (%) Core Services & D.I.B.S. LFL growth: +6.8%:
Like-for-like* Reported
• Sustained improvement in business in
Core Services & D.I.B.S. 1,179 1,105 +6.8% +6.6% January & February
- EWAP 431 400 +4.8% +7.8% • Revenue growth remained positive in
- Ibero-LATAM 356 316 +18.1% +12.5% March, although limited and uneven across
regions
- CEMEA 274 263 +3.9% +4.2%
- India & Middle East 118 126 -7.0% -6.6% Specialized Services lfl growth: +2.2%:
Specialized Services 173 166 +2.2% +4.9% • Significant decline in March due mainly to
the impact on TLScontact of travel bans and
Total 1,352 1,271 +6.2% +6.4% border shutdowns
* At constant exchange rates and scope of consolidation
17Q1 2020 revenue
Core Services & D.I.B.S. – English-speaking market & Asia-Pacific (EWAP)
• Satisfactory revenue growth in the first two
Q1 2020 vs. Q1 2019 (€m) months of the year
• Very slight growth in March, despite the initial
431 impacts of Covid-19 in North America, where
most segments were impacted, except for
400 +4.8% lfl
healthcare, the Internet services and automotive
industries. In the US, 90% of employees
currently work at home
• Operations in APAC progressed at a good pace:
very strong growth in Malaysia along Q1 and
return to solid revenue growth in March in China
Q1 2019 Q1 2020
• Revenue still down in the UK, despite good
growth in March due to the implementation of
Covid-19 hotline services for the government
18Q1 2020 revenue
Core Services & D.I.B.S. – Ibero-LATAM
• Double-digit lfl growth in March, despite a
Covid-19 related slowdown compared with the
Q1 2020 vs. Q1 2019 (€m)
first two months
356 • Colombia, Brazil, and nearshore business in
316
Mexico and Spain were the main growth
+18.1% lfl drivers
• Financial services, e-tailing and the Internet
services industry expanded at a good pace
• Quick implementation of work-at-home
solutions: the best penetration rate (nearly
80%), compared with other Group regions and
Q1 2019 Q1 2020
close to 100% in Portugal
19Q1 2020 revenue
Core Services & D.I.B.S. – Continental Europe & MEA (CEMEA)
• Sluggish growth in March: less harsh impact of
Q1 2020 vs. Q1 2019 (€m) Covid-19 than in other regions, though highly
contrasted situations from one country, or one
industry, to another
274
263 • Business contracted sharply in March in the
+3.9% lfl countries with the strictest lockdown policies,
such as Italy and Tunisia
• Steady increases in revenue in others
countries: multilingual hubs in Greece,
Scandinavia as well as Turkey, Egypt and Russia,
where the Group recently opened new sites
Q1 2019 Q1 2020
20Q1 2020 revenue
Core Services & D.I.B.S. – India & Middle East
• Activities in March contracted sharply, due
Q1 2020 vs. Q1 2019 (€m) to the drastic lockdown measures in India,
with a number of site closures during the
month
• Rapid expansion of work-at-home solutions
126
118 to meet client demand has helped minimize
-7.0% lfl
this impact. To date, nearly 60% of the agents
in India work at home.
• International offshore contracts have been
prioritized
Q1 2019 Q1 2020 • Terminations of the less profitable domestic
contracts have accelerated in March
21Q1 2020 revenue
Specialized Services
• LanguageLine Solutions business was the
Q1 2020 vs. Q1 2019 (€m) main growth driver: a double digit growth in
Q1 supported by its solid interpreters
working from home delivery model
173
• Sharp decline in revenue of TLScontact,
166
+2.2% lfl notably in March, when operations were
reduced by half
Q1 2019 Q1 2020
22Contents
1. Teleperformance at a glance
2. Q1 2020 revenue and actions taken in response to Covid-19
3. FY 2020 outlook
4. Appendices
23FY 2020 outlook
▪ Margin will be negatively impacted in H1, especially in Q2
▪ Ongoing positive commercial momentum
▪ No annual financial guidance provided at this stage
▪ Tackling H2 2020 with confidence based on:
• measures taken to weather the storm and prepare the after crisis period
• resumption of existing client and supporting new clients acquired during the crisis
24Contents
1. Teleperformance at a glance
2. Q1 2020 revenue
3. FY 2020 outlook
4. Appendices
25Appendices
Agenda
• Group overview – Additional information
• Market and competitive environment
• Digital Integrated Business Services (D.I.B.S.) – Additional information
• Corporate social responsibility, governance & shareholding
26APPENDICES
Group overview –
Additional information
27Group overview – Additional information
A proven financial track record – 2012-2019
14.3%
700
8 000 +9.9% +10.6%
600 13.3% 13.6% 15%
+7.9% +7.5% +9.0% +9.0% 10% 500 11.2%
+6.9% +7.4% 5,355 10.3%
6 000 8% 400 9.1% 9.3% 9.7%
4,180 4,441 300 10%
4 000 3,398 3,649 6% 200
2,758
2,347 2,433 4% 100
2 000 0 5%
2% 2012 2013 2014 2015 2016 2017 2018 2019
0 0%
2012 2013 2014 2015 2016 2017 2018 2019
Current EBITA Net profit – gr. share
Revenue Group LfL growth Current EBITA margin
400 3800 2.6x 2.6x 3,0x
9% 1.9x 2.1x
300 2800 2,0x
5.7% 5.0% 4.7% 1.1x
4.6% 5.2% 5.2% 4.4% 6% 0.8x
200 3.5% 1800 1,0x
100 3%
800 -0.4x -0.3x 0,0x
0 0% -200 -1,0x
2012 2013 2014 2015 2016 2017 2018 2019 2012 2013 2014 2015 2016 2017 2018 2019
PF* PF**
Net capex Net Free cash flow Net capex/revenue Net debt Net debt/EBITDA
* LanguageLineSolutions consolidated on a 12-month basis ** Intelenet consolidated on a 12-month basis 28Group overview – Additional information
Over 40 years at the forefront of customer experience and business services outsourcing
Digitally Integrated Business Services
Digital Customer Experience
Customer Experience
330k+
employees
2012
Full control 2018
of Acquisition of
2008 TLSContact Intelenet and launch
1998-2002 Acquisition of (UK) of Digital Integrated
Started operations The Answer
in Latin America: Business Services
Group (US) 2014
acquisitions in Acquisition of
Argentina and Aegis USA
1996 Brazil
Started (1998) and Mexico
1993 operations, (2002)
Started including the 2010
1986 operations Philippines Acquisition of 2016
1978 First listed on BeCogent (UK)
in the US Acquisition of
Founded in the Paris stock 2007 and Teledatos
France, with 12 LanguageLine
market Acquisition of (Colombia) Solutions
employees in Alliance One
telemarketing
1978 1990 2000 2010 2020 29Group overview – Additional information
Go-to-Market strategy with three-dimensional expertise
Digital platforms
• Omnichannel contact center
• Automation
• Analytics
Lines of Business
Subject matter experts Specific client activity
• Banking
• Customer Experience • Travel Hospitality
• Back-office Services • Retail
• Knowledge Services • Healthcare
• Public sector
• E-services
Line of Business
Based on Delivery Models: Omnichannel | Smart shoring | Work-at-home | Multilingual hubs
30Group overview – Additional information
Smart shoring: a unique offering of worldwide broad sourcing mix
• Network of 33 offshore/nearshore locations around the world Increasing share of
• The only industry player able to offer worldwide integrated nearshore & offshore*
domestic, nearshore & offshore solutions
54%
65%
+ 11 ppt
46%
35%
2010 2019
% of nearshore & offshore revenue
% of domestic revenue
* in Core Services & D.I.B.S. activities 31Group overview – Additional information
Smart shoring: rapid deployment of work-at-home agents in 6 weeks in response to Covid-19
180000
155,000+
WAHA* on April 27th
160000
140000
120000
100000
80000
60000
40000
c.5,000
WAHA* at YE19
20000
0
31/12/2019 … 18/03/2020 22/03/2020 24/03/2020 01/04/2020 06/04/2020 12/04/2020 19/04/2020 27/04/2020
* Work-at-Home Agent 32Group overview – Additional information
Smart shoring: multilingual hubs in Europe and Asia
• Solutions adapted to each market’s needs
• Strong support to gain market share in
CEMEA, with promising development in Asia
• Gathering native speakers from different
Spain Greece
locations in one hub to deliver the best
service for Pan-European and Asian mid-size
programs Portugal
• Serving 140 countries from main 5
centralized locations in more than 40 Malaysia
languages
• Latest premium multilingual hub opened in
Malaysia in May 2017, offering services in
25 languages
Egypt
33Group overview – Additional information
Security: a reference in the industry
Examples of key certifications
• The BCR (Binding Corporate Rules) is a legal
received by Teleperformance
document outlining the Group’s compliance,
privacy and security program
• Teleperformance received notification from the
CNIL* that its BCRs were approved in February
2018
• Teleperformance is the only BPO** company
that has gained approval for BCRs
• The BCR approval was a factor in
Teleperformance becoming GDPR (General Data
Protection Regulation) compliant in May 2018
• Launch of the Eagle Project in 2019, a new
program of investments in cybersecurity
* French data protection authority ** BPO: Business Process Outsourcing 34APPENDICES
Market and competitive environment
35Market and competitive environment
#1 WW in a changing CX core market still poorly outsourced but highly disrupted
CX Outsourcing rate in 2018 (%)
VERTICAL DISRUPTED DISRUPTORS
25% Retail Bricks & Mortar E-commerce
Entertainment & Pay TV Cable & Satellite Streaming
75% Banking, financial services
and insurance Banks Fintechs
Transportation Taxi Sharing economy platforms
In-house Outsourced
Source: Everest (2019)
Accommodation Hotels Sharing economy platforms
Teleperformance revenue generation
with e-clients (%)
95%
79% • Helping disrupted companies to navigate the digital
transformation
21% • Being the natural partner of the disruptors to help them
5%
deal with the “frictions” of the real world
2013 2019
E-clients Other 36Market and competitive environment
Teleperformance’s transformation is leading to a broader competitive environment (1/2)
• Worldwide leader in the outsourced CX market ($60-86B in 2018*) with a unique global diversified positioning
• Group’s transformation leads to:
• Significant outperformance vs. CX peers
• Enlarged addressable market: the worldwide business process management market
Main competitors in the customer Average growth in revenue p.a. EBIT margin evolution over
experience management market over the 2011-2018 period*** the 2011-2018 period***
(Revenue in US$m – FY 2018)
+11% +510 bps
6000
5000
4000
3000
2000 +2%
1000
-110 bps
0
* Main 4 competitors Teleperformance Main 4 competitors Teleperformance
average average
Source: HSF (2019) Source: Companies annual reports Source: Companies annual reports
* Source: Everest, HFS (2019) ** Merged with Convergys within the Synnex Group; 2018 revenue of *** Sample includes: Atento, Convergys, Sykes and Teletech; data covers the 2011-2017
Concentrix includes the contribution from Convergys as of Q4 2018 period for Convergys, before it was merged with Concentrix into the Synnex Group 37Market and competitive environment
Teleperformance’s transformation is leading to a broader competitive environment (2/2)
• Enlarged competitive environment reflects growing complexity and increasingly integrated demand from the
clients
Direct competitors (CCO)* ITO/BPO companies** Consulting Firms
Atento Cognizant Accenture
Concentrix/Convergys**
Enlarged and growing EXL Cap Gemini
business process
Sykes Genpact
management market: 4 to
Teletech 6 times larger than the Infosys
Webhelp customer experience Tata Consulting Services
market Wipro
WNS
* Contact Center Outsourcing * IT Outsourcing/Business Process Outsourcing
* *Merged with Convergys within the Synnex Group; 2018 revenue of
Concentrix includes the contribution from Convergys as of Q4 2018
38Market and competitive environment
Leveraging an ecosystem of technology players and partners
Not exhaustive
Automation
Omnichannel
Contact
Center
Analytics and
AI
39APPENDICES
Digital Integrated Business Services
(D.I.B.S.) – Additional information
40Digital Integrated Business Services
Leveraging technical, process and industry know-how and expertise
Technology, Analytics and Process (T.A.P.) – Knowledge Services team1
Knowledge Consulting experience in digital transformation, analytics and automation engagements
Services Team 400+ digital transformation experts
Digital Center of
Excellence Technology, Analytics and Process (T.A.P.)
Digital
Digital regional teams1
Transformation
Transformation
Team (EW and Regional teams with expertise in technology,
Team (CEMEA)
APAC) automation, analytics and process optimization
200+ digital transformation experts
Digital
Transformation
Team (ILATAM) Continuous improvement: all at Teleperformance
All operations and support functions are trained in the lean
six sigma method, to continuously improve performance
1 – Includes senior IT/RPA professionals, developers, data analysts,
data scientists and process engineers 41Digital Integrated Business Services
Digital solutions available to clients
Not exhaustive
Omnichannel contact center tools Analytics and AI tools
Social Media
Solutions
Analytics for Interactive Speech analytics Recommends Recommends
Omnichannel and Real-time floor Real-time SW for quick, Platform for
unstructured data, analytics with next best next best
workflow mgmt management and dashboard with accurate, effective reward and
sentiment analysis advanced alternative alternative
tool security key business knowledge gamification on
visualization products or products or
monitoring metrics transfer operations floor
options services services
All industries All industries All industries All industries All industries All industries All industries All industries All industries All industries
Automation tools Industry specific solutions
TP Automation TP chat bot
Optimization Automated Automates Workflow for an Automate manual Unify several
RPA/RDA projects conversational AI calculating F&A process end process of applications on
with TP projects refunds and to end medical coding one screen with
methodology change charges management CPT/ICD RPA
All industries All industries Travel (airlines) Financial Healthcare Banking
42Digital Integrated Business Services
Aggressively developing bots
8 000
c. 7,000
7 000
total bots deployed*
6 000
5 000
4 000
3 000
2 000
1 000
1,450
0
Dec-18 Jan-19 Feb-19 Mar-19 Apr-19 May-19 Jun-19 Jul-19 Aug-19 Sep-19 Oct-19 Nov-19 Dec-19
* Measured as 1 attended bot counts 1x; 1 unattended bot count 8x 43APPENDICES
Corporate Social Responsibility (CSR),
governance & shareholding structure
44Corporate Social Responsability
Three commitments for one objective
1
2 Become the leading
global reference in the
3
Preferred employer on the Group’s market market for an effective
• Employee engagement & well-being and sustainable value
• Health & Safety
• Human Rights
creation model for all
stakeholders
Force of Good
• Impact on local employment
• COTW*: Sustain local communities
TP DNA
• COTP**: Promote a sustainable use A trusted partner to all Group’s stakeholders
of natural resources Each Interaction Matters
Human Touch
Diversity & Inclusion
Shareholders Clients Customers
• Long-term value • Strategic partner • Customer Experience
• Transparency • Innovation • Data security
* COTW: Citizen of the World • Business ethics
** COTP: Citizen of the Planet
(1) More details in the Teleperformance 2019 Integrated Report - https://www.teleperformanceinvestorrelations.com/media/5468921/teleperformance-2019-integrated-report.pdf 45Corporate Social Responsibility
Key 2019 figures
Be a preferred employer
• 25,000 net jobs created in 2019
• 22 Best Employer certifications covering 70% of the workforce
• 99.3% of TP’s employees have a base salary higher than the living wage (excluding bonus)
• 69% of non-agent positions filled internally
Diversity & inclusion
• 50% women in the Group and 24% in the Group’s Management Committee
Be a Force of Good
• €1.0 of direct added value generated by Teleperformance in a country => €2.4 of total added value
for the country
• €4.9m raised for charities and 82,000 volunteer hours
• -4.2% decrease yoy carbon footprint per employee 46Governance structure
An experienced and independent board of directors to set the strategic orientations
• 64% independent directors
• 43% woman
• 6 nationalities
• Average age of 67
47Shareholding structure
International capital ownership*
• Listed on the NYSE Euronext Paris market – free float ~100%
• An international shareholding structure reflecting the Group’s global footprint
United Kingdom
14%
** Other includes % capital
North
America
34% • Daniel Julien 2%
Institutional Continental
Other**
12%
investors Europe • Retail investors,
88% (excl. France) incl. TP’s 8%
23% Asia employees
4%
• Brokers 2%
France
25%
* As of March 2020 48Follow us
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