Slide 1: Financial Meeting November 26, 2009
INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - Financial Meeting November 26, 2009 Teleperformance COMMITMENT 1
Slide 2: 1 - Activity
INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT 1 - Activity 2
Slide 3: The Outsourced Contact Center Market in 2009
1 THE OUTSOURCED CONTACT CENTER MARKET IN 2009 INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT Outsourcing: 25% of the global call center market A stable market in 2009 in terms of value - Decreasing volumes in the new technologies sector: mobile telephony and the Internet - Incr
Slide 4: Teleperformance, the Global Market Leader
1 TELEPERFORMANCE, THE GLOBAL MARKET LEADER INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT A stronger leading position in 2009 - Teleperformance's revenues and EBITA exceeded the second leading provider of contact center services by 30%*. Acknowledged leadership 2009 Frost & S
Slide 5: Teleperformance - Objectives 2009: Business Activity
1 TELEPERFORMANCE - OBJECTIVES 2009: BUSINESS ACTIVITY INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT Slightly higher revenue target: - €1,820 - 1,830 million vs. €1,784 million in 2008 +2.5% based on published data -1.3% on a comparable basis (excl. foreign exchange and scope of
Slide 6: Teleperformance - Objectives 2009: Profitability
1 TELEPERFORMANCE - OBJECTIVES 2009: PROFITABILITY INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT 2009: Profit erosion due to poor European results - EBITA *Target: €154 - 155 million vs. €182.3 million in 2008 - EBITA*/Revenue Target: 8.5% vs. 10.2% in 2008 Operating profitabil
Slide 7: Teleperformance: Achievements per Region
1 TELEPERFORMANCE: ACHIEVEMENTS PER REGION INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT Revenues EBITA Decrease in the weight of Europe Major contribution from the NAFTA, LATAM & Asian regions EBITA Ratio: 1.6% EBITA Ratio: 8% 54.8% 11% 47.5% 50% 2009 2008 2009 2008 Objective Actu
Slide 8: Europe: Sharp Erosion of Profitability
1 EUROPE: SHARP EROSION OF PROFITABILITY INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT Decreasing business volumes in the telcos and the Internet industries Market over-capacity Pressure on prices Insufficient cost flexibility Decreasing margins Heavy structure costs
Slide 9: Teleperformance France in 2009: Necessary Structures Adaptation
1 TELEPERFORMANCE FRANCE IN 2009: INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT NECESSARY STRUCTURES ADAPTATION Net erosion of domestic business volumes - Revenue forecast for 2009: €240 million vs. €293 million in 2008, i.e. an 18% decrease - France: 13% of the Group's revenues
Slide 10: Teleperformance France in 2009: Structural Issues Aggravated by Challenging Environment
1 TELEPERFORMANCE FRANCE IN 2009: STRUCTURAL ISSUES AGGRAVATED BY A INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT CHALLENGING ECONOMIC ENVIRONMENT Strong erosion of business volumes without adjusting direct and structure costs Heavy pressure on prices: -5% over the last 2 years
Slide 11: Teleperformance Europe: Priorities
1 TELEPERFORMANCE EUROPE: PRIORITIES INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT Bring TP France back to break-even - Strict cost reduction plan to be implemented by the subsidiary - Objective: Break-even operating results by Q4 2010/Q1 2011 Consolidation of the European mana
Slide 12: 2 - Financial Results
INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT 2 - Financial Results 12
Slide 13: Financial Results: Objectives 2009
2 FINANCIAL RESULTS: OBJECTIVES 2009 INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT Review of 2009 objectives and 2008 achievements In millions of euros Objectives 2009 New objective for 2009 Actual SFAF SFAF Meeting Meeting SFAF Meeting 2008 Nov. 2008 May 2009 Nov. 2009 Exchange ra
Slide 14: Financial Results: Business Activity per Region
2 FINANCIAL RESULTS: OBJECTIVE 2009 INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT Business activity per region 2009 2008 In millions of euros Changes Objective Actual Based on published data €1 = US$1.40 €1 = US$1.46 EMEA 916.0 977.2 -6.3% ROW 914.0 807.5 +13.2% NAFTA 778.0 706.5 +
Slide 15: Financial Results: Revenues
2 FINANCIAL RESULTS: OBJECTIVE 2009 INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT Revenues In millions of euros +105.6 -35 EMEA -26.0 NAFTA +4.0 -25.3 Other -13.0 EMEA +8.6 NAFTA +97.0 Foreign 1,830 exchange effects Organic growth 1,784.7 2009 Objective Acquisition 2008 2008 Actual
Slide 16: Financial Results: Free Cash Flow Breakdown
2 FINANCIAL RESULTS: OBJECTIVE 2009 INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT Free cash flow breakdown In millions of euros Objective 2009 EBITDA 225.0 Restatement of non-cash items +6.0 Share-based payments +0 Gain/Loss on disposals -1.0 Other +7.0 Adjusted EBITDA 231.0 Net Fi
Slide 17: Net Cash Assets - Excluding External Growth Transactions
2 FINANCIAL RESULTS: OBJECTIVE 2009 INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT Net cash assets - excluding external growth transactions In millions of euros Free Cash Changes in the Flow scope of consolidation Minority interest Capital Minority purchase Increase Dividends intere
Slide 18: 3 - Strategy and Outlook
INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT 3 - Strategy and Outlook 18
Slide 19: Objectives 2010
3 OBJECTIVES 2010 INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT Activity: stable to a slight growth trend - Organic growth expected between zero and 3% Two priorities: - Europe: new contracts with improved profitability - France: break-even achievment expected by Q4 2010 / Q1 2
Slide 20: 2010: The Teleperformance Leadership Strategy
3 2010: THE TELEPERFORMANCE LEADERSHIP STRATEGY INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT Increasing footprint for the US market: - Business growth in the Philippines: offshore solutions - Launch of new operations in Latin America: nearshore solutions Developing an integrat
Slide 21: 2010: The Teleperformance Leadership Strategy - People Business
3 2010: THE TELEPERFORMANCE LEADERSHIP STRATEGY INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT We are a People Business: "people serving other people" A logical correlation leading to success - Satisfied employees Satisfied customers and clients Results E-Sat C-Sat Resul
Slide 22: 2010: The Teleperformance Leadership Strategy - Human Resource Management
3 2010: THE TELEPERFORMANCE LEADERSHIP STRATEGY INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT Stronger human resource management - screening, training, supervising, motivating agents and providing them with career development opportunities - work environnement and break rooms - s
Slide 23: 2010: Developments in Corporate Governance
3 2010: DEVELOPMENTS IN CORPORATE GOVERNANCE INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT Board of Directors - Chairman: Daniel Julien - The Board of Directors will include six members as of January 2, 2010 • Finance: Michel Peschard • English-speaking market: Dominic Dato • Ibe
Slide 24: Capital Ownership
3 CAPITAL OWNERSHIP INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT Share capital at November 26, 2009 Capital O. Douce GIM Dassault J. Berrebi 2,96% 2.95% 5,14% 5.12% 1,78% 1.77% S. Douce 1,19% 1.14% D. Julien Number of shares issued 56,596,048 1,17% 1.16% Maximum number of shares 2
Slide 25: Questions & Answers
INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT Questions & Answers 25
Slide 26: 4 - Appendices
INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT 4 - Appendices 26
Slide 27: The Global Outsourced Contact Center Market in 2009
4 THE GLOBAL OUTSOURCED CONTACT CENTER MARKET IN 2009 INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT Breakdown per type of service provided 37% Recouvrement Debtde créances collection 33% 26% Ventes Sales and&Marketing Marketing 29% 2009 2008 26% Services clients Customer Care 28% 1
Slide 28: Teleperformance in 2009: Key Figures
4 TELEPERFORMANCE IN 2009: KEY FIGURES INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT 267 contact centers across 47 countries (including 22 offering offshore solutions) Over 103,000 employees worldwide Nearly 96,000 workstations (including 9,000 training positions) 1.4 billi
Slide 29: Teleperformance: Activity in 2009
4 TELEPERFORMANCE: ACTIVITY IN 2009 INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT Breakdown per type of service provided 2.9% 6.7% 16% Distribution per type of call Acquisition de clientèle Customer Acquisition 25.2% Service Clients Customer Care Assistance Technique Technical Assi
Slide 30: Teleperformance in 2009: Business Distribution Across Industries
4 TELEPERFORMANCE IN 2009: BUSINESS DISTRIBUTION ACROSS INDUSTRIES INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT TéléphonieMobile Mobile 29.4% Internet Internet 12.4% Technologie & Technology & Grand Electronique Electronics Public 12.2% Cable/satellite Cable/satellite 8.7% Financi
Slide 31: Teleperformance in 2009: Client Portfolio
4 TELEPERFORMANCE IN 2009: CLIENT PORTFOLIO INTEGRITY - RESPECT - PROFESSIONALISM - INNOVATION - COMMITMENT TOP 1 7.60% TOP 5 25.70% TOP 10 36.20% TOP 20 47.30% TOP 50 64.90% TOP 100 79.00% Internal 2009 Benchmark survey 31