Slide 1: Teleperformance Investor Day, Lisbon 2012
Teleperformance Investor Day Lisbon * Portugal * 2012 Me) Teleperformance Transformin, B Passion into Excellence
Slide 2: Presentation Structure
PRESENTATION STRUCTURE MARKET OVERVIEW TELEPERFORMANCE STRATEGY WHY TELEPERFORMANCE 2
Slide 3: Market Overview
MARKET OVERVIEW MARKET FORECAST COMPETITORS KEY TRENDS 3
Slide 4: Forecast Global Outsourced Contact Center Evolution
FORECAST GLOBAL OUTSOURCED CONTACT CENTER EVOLUTION IDC expecta>ons regarding growth poten>al WW M THE OARKET utsourced WILL Customer HAVE EVEN Care HIIGHER nterac>on GROWTHS Services Spending 60 55 57 As of May 2011, IDC predicted that the 52 53 outsourced customer interacBon 47 48 49 50 45 market
Slide 5: Outsourced x Inhouse
OUTSOURCED X INHOUSE POTENTIAL CLIENTS WW Outsourced Customer Care Interac>on Services Market 80% Inhouse The inhouse market represents 80% of the total global contact center market and it is a huge opportunity for growth: § Tend to value quality § Increased need for opera6onal efficiency 20% § Co-
Slide 6: Global Ranking by Revenue
GLOBAL RANKING BY REVENUE Teleperformance’s major compe>tors worldwide 2011 RANKING BY REVENUE IN US$ BN Teleperformance 2.95 18% Atento 1.25 2.50 50% revenues come from Parent Company 54% Convergys 1.92 72% Contax 0,770 1.71 55% revenues come from Parent Company NCO 1.54 Sitel 1.41 Teletech 1.18 Sy
Slide 7: Competitors Worldwide
COMPETITORS WORLDWIDE The market is highly compe>>ve, with a large number of players and very low concentra>on -‐ the 5 largest vendors represent less than 20% of the market. 7
Slide 8: Competition: Lack of Differentiation
COMPETITION LACK OF DIFFERENTIATION “Atento manages operaBons in all levels of difficulBes and is able to be consistent in its strategy of differenBaBon, as well as be strongly focused on PRICE quality and client saBsfacBon” -‐ Alejandro Reynal, CEO “Investments in our global footprint conBnue to be a
Slide 9: Competition: Lack of Differentiation
COMPETITION LACK OF DIFFERENTIATION “Sitel provides fully integrated customer care and back office processing services that focus on delivering a return on customer investment to our clients by reducing service costs, improving customer reten6on and increasing revenue per customer.” -‐ Bert PRICE Qui
Slide 10: Competition: Lack of Differentiation
COMPETITION LACK OF DIFFERENTIATION "To many of the top companies in nearly every industry, West provides the technology and customized services to connect with their customers, workforce, partners and vendors. We help our clients communicate clearly, confidently, TECHNOLOGY persuasively in a market
Slide 11: Key Trends
MARKET OVERVIEW 2012 OUTLOOK KEY TRENDS 11
Slide 12: Key Trends
MARKET OVERVIEW 2012 OUTLOOK KEY TRENDS 12
Slide 13: Key Trends
MARKET OVERVIEW 2012 OUTLOOK KEY TRENDS 13
Slide 14: Key Trends
MARKET OVERVIEW 2012 OUTLOOK KEY TRENDS 14
Slide 15: Key Trends
MARKET OVERVIEW 2012 OUTLOOK KEY TRENDS 15
Slide 16: Teleperformance Strategy
TELEPERFORMANCE STRATEGY EXECUTIVE SUMMARY MARKET POSITIONING AND STRATEGY DIFFERENTIATED PORTFOLIO AND EXPERIENCE INNOVATIVE SOLUTIONS OPERATIONAL EXCELLENCE 16
Slide 17: Executive Summary: Provide Differentiation
EXECUTIVE SUMMARY CURRENT SCENARIO CHALLENGE OUTCOMES INCREASE IN CUSTOMERS DEMAND Market growth above forecast and FOR PRODUCTS AND SERVICES a highly compeBBve environment PRODUCT DIFFERENTIATION IS PROVIDE Market demand for innovaBve soluBons to improve customer INCREASINGLY HARD TO ACHIEVE DIFFER
Slide 18: Executive Summary: Teleperformance Approach
EXECUTIVE SUMMARY OUTCOMES TELEPERFORMANCE APPROACH Market growth above forecast and MARKET POSITIONING a highly compeBBve environment AND STRATEGY Market demand for innovaBve DIFFERENTIATED PORTFOLIO soluBons to improve customer experience and loyalty AND EXPERIENCE End customer demand for interacB
Slide 19: Market Positioning and Strategy
MARKET POSITIONING AND STRATEGY POSITIONING BUSINESS DEVELOPMENT 19
Slide 20: Market Evolution
OUR POSITIONING MARKET EVOLUTION MARKET EVOLUTION CUSTOMER INTERACTIONS CUSTOMER EXPERIENCE MANAGEMENT MANAGEMENT CALL CENTERS CONTACT CENTER BACK-‐OFFICE FACE TO FACE VALUE ADDED ANALYTICS AUTOMATION ARM SELF-‐SERVE MOBILE APPS SOCIAL MEDIA INFRASTRUCTURE TECHNOLOGY WEB BASED SERVICES DIGITAL INT
Slide 21: Customer Experience Management
OUR POSITIONING WIDER POTENTIAL MARKET WE ARE THE WORLDWIDE LEADERS IN CUSTOMER EXPERIENCE MANAGEMENT 21
Slide 22: Transforming Passion Into Excellence
Transforming Passion Into Excellence
Slide 23: Our People Strategy
OUR PEOPLE STRATEGY EMPLOYEES CUSTOMER CLIENTS A happy employee ...a happy customer ...a happy client that makes... that makes... makes a happy shareholder 135,000 1.5 billion 750+ employees interac6ons per year clients served are the largest companies in the world 23
Slide 24: Communication Channels
COMMUNICATION CHANNELS OPEN AND CLEAR COMMUNICATION PROCESS CommunicaBon strategy with several different channels that enable us to connect with and understand our main asset: our employees. Pay slip newsleaer Intranet Monthly newslejer within the pay All communicaBon integrated by one slip with news
Slide 25: The Human Difference
THE HUMAN DIFFERENCE We are a people company that works for people. Our business is the most human on earth: people talking to people, helping to solve problems, making other people lives easier. We succeed in our business thanks to and through our people, because they turn our soluBons into outstan
Slide 26: Our Genetic Code: Values and Mission
Teleperformance Values Teleperformance Mission Our gene>c code At Teleperformance, we deliver an outstanding customer experience, at every single opportunity, as a result of our commitment, passion and dedica6on to excellence. In so doing, we create opportuni6es and value for employees, clients, cus
Slide 27: Social Responsibility
SOCIAL RESPONSIBILITY OUR GLOBAL INITIATIVES Teleperformance embraces, Teleperformance’s Teleperformance’s prac>ces and disseminates, charitable ini>a>ve to help commitment to reduce the Principles of the United some of the world’s most environmental impacts by Na>ons Global Compact, vulnerable infa
Slide 28: Donations and Volunteering
Total Dona6ons: $1,929,563 DIK Dona6ons: $1,265,657 Toys: 56,531 Cash dona6ons: $663,906 Computers: 946 Employee Volunteered Hours: 37,520 192% obtained of our yearly Clinton Global Ini6a6ve goal! 28
Slide 29: Campus Concept
CAMPUS CONCEPT PREMIUM INFRASTRUCTURE privileged locaMons Focused on the life quality of our employees comfortable and ergonomic furniture gathering spaces and convenience through several services 29 29
Slide 30: Recognition Programs
WE ACKNOWLEDGE ALL POSITIVE ATTITUDES THROUGH OUR PROGRAMS, RELATIONSHIP INITIATIVES AND INTERNAL CAMPAIGNS. 30
Slide 31: Worldwide Contest of Art, Dance and Music
WE PROVIDE INTEGRATION, CULTURE DISSEMINATION AND TALENTS RECOGNITION IN A WORLDWIDE CONTEST OF ART, DANCE AND MUSIC 31
Slide 32: Sport Club
SPORT CLUB Teleperformance Sport Club provides integraMon, recogniMon and moMvaMon through sports. In 2011, more than 500 teams were organized worldwide 32
Slide 33: Leadership Training
LEADERSHIP TRAINING DIFFERENT PROGRAMS TO SUPPORT OUR LEADERSHIP extended training process that develop and prepare our future leaders to their next challenges ins>tute focused on training all management teams + e-‐learning tool with customized learning paths exclusive recrui>ng and training center
Slide 34: Leadership Training
LEADERSHIP TRAINING different programs to support our leadership 34
Slide 35: Market Positioning and Strategy
MARKET POSITIONING AND STRATEGY POSITIONING BUSINESS DEVELOPMENT 35
Slide 36: Target Market Sweet Spot
TARGET MARKET Our goal is to change the -‐ sweet spot market percepMon regarding the contact center market, by increasing the intensity of rela>onships and moving ahead in the value chain to reduce sensibility to price by helping clients understand that the contact center is an + strategic tool to
Slide 37: Sales Process Transformation
SALES PROCESS TRANSFORMATION THE SALES PROCESS TRANSFORMATION ENABLES THE GROUP TO ELIMINATE PRICE DRIVEN DECISIONS, GATHER ENOUGH INFORMATION TO PROPOSE NEW INITIATIVES AND CREATE A CHANCE TO CHANGE CLIENT’S MINDSET: REGULAR PROCESS Short Deal RFP Nego>a>on List Closing TELEPERFORMANCE Short Deal R
Slide 38: Differentiated Portfolio and Experience
DIFFERENTIATED PORTFOLIO AND EXPERIENCE PRODUCT STRATEGY CLIENT PORTFOLIO 38
Slide 39: Teleperformance Offer
TELEPERFORMANCE OFFER Framework for our global offer PRODUCT PORTFOLIO CHANNELS LOCALIZATION + + 4 TYPES OF 7 PRODUCTS FAMILIES 12 DIFFERENT CHANNELS LOCALIZATION Charge-Back + IT & SECURITY SERVICES PHONE INBOUND PHONE OUTBOUND ONSHORE PREMIUM SERVICES VOIP DIGITAL INTERACTION NEARSHORE PHONE BLENDE
Slide 40: Differentiated Portfolio and Experience
DIFFERENTIATED PORTFOLIO AND EXPERIENCE PRODUCT STRATEGY CLIENT PORTFOLIO 40
Slide 41: 750+ Clients Around the World
CLIENT PORTFOLIO (OBS: IN OUR CLIENTS` PORTFOLIO, THE ONES THAT REPRESENT 80% OF OUR REVENUES, HAVE AN AVERAGE TENURE OF 12 YEARS) 750+ CLIENTS AROUND THE WORLD 41
Slide 42: Innovative Solutions
INNOVATIVE SOLUTIONS PREMIUM SERVICES MULTI-‐CHANNEL STRATEGY ADDED VALUE ANALYTICS PROPRIETARY TOOLS VERTICAL EXPERTISE 42
Slide 43: Research and Development Innovation
RESEARCH AND DEVELOPMENT INNOVATION PRODUCTS AND SERVICES TO ANSWER MARKET Our innova>ve DEMANDS solu>ons go from products and solu>ons to support customer segmenta>on, such as Teleperformance Pla>num, to solu>ons for customer engagement through social media. 43
Slide 44: Innovative Solutions
INNOVATIVE SOLUTIONS PREMIUM SERVICES MULTI-‐CHANNEL STRATEGY ADDED VALUE ANALYTICS PROPRIETARY TOOLS VERTICAL EXPERTISE 44
Slide 45: Teleperformance Platinum Target Market
TELEPERFORMANCE PLATINUM TARGET MARKET • Companies with customer segmenta8on • Companies reluctant to outsource their Contact Centers à In-‐house opera8ons; • Brand conscious/customer experience companies; • Companies with highly complex products and services; • B2B providers. 45 45
Slide 46: Teleperformance Platinum Offer
TELEPERFORMANCE OFFER TELEPERFORMANCE PLATINUM Gathering best prac8ces of the Group from all around the world. OFFERING GENERATING SUPERIOR CUTTING EDGE OUTSTANDING INSIGHTS ABOUT PLATINUM OPERATIONAL TECHNOLOGY APPLIED HUMAN CUSTOMERS’ GUARANTEE EXCELLENCE TO HELP PEOPLE APPROACH FEEDBACK Teleperfo
Slide 47: More Than 60 Platinum Programs
TELEPERFORMANCE PLATINUM Premium Services Solu>on SAMPLE OF CLIENTS Cable / Satellite Providers Cable/ Satellite Providers Technology & Consumer Electronics Travel & Tourism Technology & Consumer Electronics Financial Services MORE THAN 60 PLATINUM PROGRAMS Homebuilder/Real Estate AROUND THE WORLD T
Slide 48: Innovative Solutions
INNOVATIVE SOLUTIONS PREMIUM SERVICES MULTI-‐CHANNEL STRATEGY ADDED VALUE ANALYTICS PROPRIETARY TOOLS VERTICAL EXPERTISE 48
Slide 49: TP Client Integrated Channel Strategy
TP CLIENT INTEGRATED CHANNEL STRATEGY TP CLIENT IS A BUSINESS SUITE THAT ENABLES MULTI-‐CHANNEL FOR OUR CLIENTS WHILE ENABLE US TO BUILD LOYALTY AND MORE THAN 50 CLIENTS LONG TERM RELATIONSHIPS WITH THEM Mail / fax Salespeople Chat Customer mailboxes Agenda Special cases New customer Back-‐Office fo
Slide 50: E-Performance Social Media Solution
E-‐PERFORMANCE SOCIAL MEDIA SOLUTION Only a customer experience company can deliver this! buzz insights engagement monitoring We capture and classify all Conduct more sophis>cated Key areas of interac>on on posts and comments on analysis regarding buzz social media: social media about our monitorin
Slide 51: Innovative Solutions
INNOVATIVE SOLUTIONS PREMIUM SERVICES MULTI-‐CHANNEL STRATEGY ADDED VALUE ANALYTICS PROPRIETARY TOOLS VERTICAL EXPERTISE 51
Slide 52: Added Value Analytics
ADDED VALUE ANALYTICS Deep customer understanding and segmenta>on, as well as process review and op>miza>on by extrac>ng and analyzing informa>on through sta>s>cal models to drive beaer business decisions: CUSTOMER EXPERIENCE INBOUND VOLUME BEHAVIORAL SCORING METRICS FORECASTING MODEL CONSULTANCY In
Slide 53: Innovative Solutions
INNOVATIVE SOLUTIONS PREMIUM SERVICES MULTI-‐CHANNEL STRATEGY ADDED VALUE ANALYTICS PROPRIETARY TOOLS VERTICAL EXPERTISE 53
Slide 54: Exclusive Tools
EXCLUSIVE TOOLS TELEPERFORMANCE TOOLS Empowers management to customize the approach to customers according to their mood status, increasing the perceived customer care quality. Simplifies supervisor-‐team communicaBon, enabling real-‐Bme support and communicaBon to enhance service quality, increase
Slide 55: CCMS Contact Center Management System
CCMS integrates data from many systems/ departments into one web- based resource for a comprehensive view of performance at every level - Quality and productivity trending/reporting - Scheduling and attendance - Human resources, payroll, and benefits administration Key benefits - Increased quality -
Slide 56: Tool Key Benefits: Mood Analysis
A tool that empowers management to customize the approach to customers according to their mood status, increasing the perceived customer care quality and monitor behaviors to detect and prevent fraud. - Maps that display agent location and call temperament data - Real-time integration with telephony
Slide 57: Tool Key Benefits: Supervisor Communication
A communication tool that simplifies supervisor-team communication, enabling real-time support and communication to enhance service quality, increase timely and accurate information, and improve FCR (first call resolution) levels. - Video Authentication Alerts e.g. work at home agents visual authent
Slide 58: Innovative Solutions
INNOVATIVE SOLUTIONS PREMIUM SERVICES MULTI-‐CHANNEL STRATEGY ADDED VALUE ANALYTICS PROPRIETARY TOOLS VERTICAL EXPERTISE 58
Slide 59: Vertical Expertise and Strategic Support
STRATEGIC SUPPORT AREAS KNOWLEDGE GENERATORS TRENDS VERTICAL FORUM HIGHLY SPECIALIZED TEAMS ARE FOCUSED ON UNDERSTANDING THE NEEDS, BUSINESS MODELS, AD HOC STRATEGIC STRATEGIES AND PROJECTS TRENDS OF EACH VERTICAL TO ENSURE WE MEET CLIENTS` NEEDS DECK/SLIDES CASE STUDIES AND POSITION THE COMPANY AS
Slide 60: Expertise: Healthcare, Retail, Technology
TELEPERFORMANCE EXPERTISE EXPERIENCE IN MULTIPLE SEGMENTS -‐ PARTIAL LIST OF CLIENTS HEALTHCARE RETAIL TECHNOLOGY Disclaimer: the names of companies and products men6oned herein may be the trademarks of their respec6ve owners 60
Slide 61: Expertise: Telecom, Financial Services
TELEPERFORMANCE EXPERTISE EXPERIENCE IN MULTIPLE SEGMENTS -‐ PARTIAL LIST OF CLIENTS TELECOM FINANCIAL SERVICES Disclaimer: the names of companies and products men6oned herein may be the trademarks of their respec6ve owners 61
Slide 62: Operational Excellence
OPERATIONAL EXCELLENCE PEOPLE STRATEGY QUALITY AND PROCESSES IT AND INFORMATION SECURITY SHARING AND INNOVATION 62
Slide 63: Our Business Model
OUR BUSINESS MODEL People are at the very center of our business model that was built based on +30 years of experience, through the consolidaMon of our best pracMces all over the world supported by 4 different pillars that enable us to transform passion into excellence. 63
Slide 64: Operational Excellence
OPERATIONAL EXCELLENCE PEOPLE STRATEGY QUALITY AND PROCESSES IT AND INFORMATION SECURITY SHARING AND INNOVATION 64
Slide 65: Operational Management
OPERATIONAL MANAGEMENT We manage more than 750 clients 135,000 people in 250 contact center in 49 countries How do we consistently manage worldwide? 65
Slide 66: Management Processes: TOPS
MANAGEMENT PROCESSES TOPS (Teleperformance Opera>onal Processes and Standards) • Structured processes that enable leadership to spend 80% of their 6me focused on feedback and coaching • Daily opera6ons management prac6ces • Posi6vely impacts employee, customer and client TOPS ensures global consiste
Slide 67: Operational Management: BEST
OPERATIONAL MANAGEMENT BEST (Baseline Enterprise Standards for Teleperformance) • Proac6ve management of new and exis6ng programs • Reinforces consistent best prac6ces from all areas and management in all Teleperformance opera6ons worldwide • Enhance the best prac6ces process sharing By defining, sha
Slide 68: The Greatest Benefits Are for Our Clients
THE GREATEST BENEFITS ARE FOR OUR CLIENTS PROCESS APPLIED TO HELP PEOPLE EFFICIENT MAXIMUM CONSISTENT QUALITY PERFORMANCE CUSTOMER SATISFACTION MANAGEMENT SYSTEMS PROVEN SCALABLE RAPID PROGRAM CONSISTENT ADVANCED PROCESS DEPLOYMENT TRAINING CLIENT KPI IMPACTFUL CONTACT COORDINATED OPERATIONAL & IMPR
Slide 69: Quality Management
QUALITY MANAGEMENT TELEPERFORMANCE’S QUALITY MANAGEMENT SYSTEM IS ISO 9001:2000 CERTIFIED WITH ISO AND COPC COMPLIANCE PROCESSES • ISO: Semi-‐annual audits for quality management system • COPC: CerBficaBon, training and adopBon of best pracBces • Closed-‐Loop Quality Assurance Processes – ConBnual
Slide 70: Operational Excellence
OPERATIONAL EXCELLENCE PEOPLE STRATEGY QUALITY AND PROCESSES IT AND INFORMATION SECURITY SHARING AND INNOVATION 70
Slide 71: Information Technology and Global Partnerships
INFORMATION TECHNOLOGY TECHNOLOGY APPLIED TO HELP PEOPLE ü Cer6fied Team robust and safe infrastructure ü High availability with the best in class systems and ü Disaster Recovery Plan technology experBse to ensure full integraBon ü Virtualiza6on exclusive tools designed to enhance producBvity and
Slide 72: Teleperformance Cloud Solution
TELEPERFORMANCE CLOUD SOLUTION Provide a fully integrated suite that enables to develop and implement technology solu6ons that an6cipate and keep pace with future changes, improve opera>onal efficiency and excellence • Best scenario for mulBsite programs • Reduce operaBng costs and capital expenditure
Slide 73: Information Security
INFORMATION SECURITY we’ve established the contact center benchmark in compliance organiza>onal dedica>on led us to recognized compliance ü PCI cer6fica6on ü Safe Harbor cer6fied leadership ü HIPAA Health Care ü ISO 27001 compliant ü DSE cer6fica6on ü BS 25999 compliant ü Comprehensive an6-‐fra
Slide 74: Operational Excellence
OPERATIONAL EXCELLENCE PEOPLE STRATEGY QUALITY AND PROCESSES IT AND INFORMATION SECURITY SHARING AND INNOVATION 74
Slide 75: Innovation and Change Management
INNOVATION Processes created to s>mulate and promote innova>on CHANGE MANAGEMENT DOCUMENTED SOLUTIONS PROCESS Change Management Processes Problem ID & Root ensure innova>on is present at the Cause Analysis opera>onal level Brainstorm Solu6ons & Create Process Documented solu>ons ensure world-‐wide
Slide 76: Information Analysis
INFORMATION ANALYSIS Strategic analysis about the data that circulates in the contact center + social media MAIN ANALYSIS Supervisors monitoring the Supervisors monitor the calls to analyze quality and business issues. business QIC –Quality Real >me results presenta>on regarding quality and Informat
Slide 77: Why Teleperformance
© Teleperformance WHY TELEPERFORMANCE
Slide 78: Market Potential
WHY TELEPERFORMANCE KEY DIFFERENTIATORS US$ 48 billions market in 2012 MARKET CAGR of 5,8% un6l 2016 a market of US$ 60 billions POTENTIAL in 4 years +US$ 12 billion in growth 78
Slide 79: Market Potential
WHY TELEPERFORMANCE KEY DIFFERENTIATORS Voice interac6ons will con6nue to increase* MARKET Newer interac6on types will complement the demand rather than decrease the need for tradi6onal services* POTENTIAL Providers that recognize this shiy in interac6on types can take advantage of the huge revenue
Slide 80: Market Potential
WHY TELEPERFORMANCE KEY DIFFERENTIATORS 80% of the market is s6ll inhouse MARKET POTENTIAL A poten>al market of ~US$ 190 billion 80
Slide 81: Market Potential: No Differentiation Among Competitors
WHY TELEPERFORMANCE KEY DIFFERENTIATORS The largest compe6tors show no differen6a6on MARKET POTENTIAL 81
Slide 82: Unique Company: People Culture and Strategy
WHY TELEPERFORMANCE KEY DIFFERENTIATORS PEOPLE CULTURE AND STRATEGY UNIQUE EMPLOYEES CUSTOMER CLIENTS COMPANY 82
Slide 83: Unique Company: Largest Footprint
WHY TELEPERFORMANCE KEY DIFFERENTIATORS LARGEST FOOTPRINT IN THE MARKET UNIQUE COMPANY Present in 49 countries 83
Slide 84: Unique Company: Scalable Processes
WHY TELEPERFORMANCE KEY DIFFERENTIATORS SCALABLE PROCESSES UNIQUE COMPANY 84
Slide 85: Unique Company: Innovative Solutions and Technology
WHY TELEPERFORMANCE KEY DIFFERENTIATORS INNOVATIVE SOLUTIONS,TECHNOLOGY, PROPRIETARY TOOLS AND OPERATIONAL EXCELLENCE UNIQUE COMPANY 85
Slide 86: Market Potential and Unique Company
TELEPERFORMANCE IS THE ONLY COMPANY WITH A UNIQUE PEOPLE CULTURE, POSITIONING, FOOTPRINT, SOLUTIONS PORTFOLIO AND STRATEGY TO ADDRESS EVERY SINGLE MARKET OPPORTUNITY MARKET UNIQUE + POTENTIAL COMPANY US$ 48 billions market People culture and strategy A poten6al market of Scalable processes ~US$ 190
Slide 87: Transforming Passion Into Excellence
Transforming Passion Into Excellence
Slide 88: Welcome to Teleperformance Portugal
Welcome to Teleperformance Portugal Joao Cardoso CEO Teleperformance Portugal 88
Slide 89: TP Portugal Highlights
TP PORTUGAL HIGHLIGHTS #1 in Portugal Established in 1994 24 Languages Arabic, Bulgarian, CroaBan, Czech, Danish, Dutch, English, Finnish, Flemish, French, German, Greek, Hungarian, Italian, Latvian, Lithuanian, Norwegian, Polish, Portuguese, Russian, Slovakian, Slovenian, Spanish, Swedish 2000 + wo
Slide 90: TP Portugal: Addressing 2 Markets, Multilingual
TP PORTUGAL Addressing 2 markets MULTI -‐ LINGUAL • 24 languages served Arabic, bulgarian, croaJan, czech, danish, dutch, english, finnish, A fast growing business flemish, french, german, greek, hungarian, italian, latvian, lithuanian, Increasing share of mul6lingual norwegian, polish, portuguese, r
Slide 91: Multi-lingual Hub: Why Portugal?
MULTI-‐LINGUAL HUB Why Portugal? § Member of the European Union: same Time Zone with the UK and only one hour difference from most other European countries § High fluency in foreign languages and high frequency of foreign families § Current and sustainable compe66ve cost § Social peace § Flexibl
Slide 92: Client Snapshot
CLIENT SNAPSHOT Our Clients Financial Services Telco & U>li>es Others 38% 23% 39% 92
Slide 93: Next Step
Next Step June 2012 sees the inaugura6on of another centre of excellence Loca6on: EXPO Total Area: 4400 sqm Next to the Oceanarium Premium loca>on in Lisbon: main transporta6on hub, world awarded architecture, home of Microsoy, Vodafone, IBM, Ford, BMW and many other companies 93
Slide 94: Aon Hewitt Engagement Score
AON HEWITT ENGAGEMENT SCORE Engagement Score High performance of TP Portugal Teleperformance Portugal Total § The overall employee engagement score The overall employee Engagement score for Teleperformance Portugal is 84%. Aon Hewitt's research indicates that organizations with Engagement scores ab
Slide 95: TP Portugal Awards
TP PORTUGAL AWARDS Global Performer, Local Winner 2011 Best Call Centre in Portugal : 5th year in a row 2012 Best Place to Work -‐ More than 1000 empl. 2012, 2011, 2010 2011 TOP 6 Best Place to Work for Young People 2012 TOP 5 Best Place to Work More than 251 empl. 2009 2010 Best Customer Service i
Slide 96: This is Teleperformance!
This is Teleperformance! Hope we can meet soon in Expo, Lisboa! 96
Slide 97: Thank you
@) Teleperformance thank you