Teleperformance Se · EURONEXT:TEP
Teleperformance — Corporate Update (2023)
124 slides from Teleperformance's corporate update, 2023
Slide 1: Teleperformance Albania Presentation
Teleperformance Albania Presentation
Slide 2: Teleperformance Overview
Teleperformance Overview
Slide 3: Teleperformance at a glance
We provide We are a team of services in people languages and dialects We serve Around We are present in of our workforce countries markets works remotely as on Sep-22 As of 31-12 2021 3
Slide 4: A proven track record with more than 44 years of experience
A proven track record with more than 44 years of experience 2018 2022 Acquisition of Intelenet and launch of Digital Integrated 420K+ Business Services employees 2021 Acquisitions 2012 2020 of Health Full control of Transition of 1998-2002 Advocates 2008 TLSContact over 220k Started operations and S
Slide 5: Intelligent, integrated, industry-specific operations
Now a leader in innovative customer and citizen experience management services Geographies ● 88 countries ● 170 markets ● 265+ languages Customer and ● Global and flexible delivery Citizen Experience Back-office Knowledge > model (smart & cloud shoring) Services Services Services > ● Customer ● Oper
Slide 6: Customer experience and trust services
CX COLLECTIONS MARKETING SALES FULFILLMENT SERVICE INSIGHTS RETENTION ADVOCACY JOURNEY CHANNELS VOICE EMAIL CHAT DIRECT MESSAGING VIDEO SOCIAL MEDIA METAVERSE CX & CUSTOMER BUSINESS SALES BUSINESS EXPERIENCE SERVICES OPERATIONS SERVICES - Customer Care - Digital Customer Onboarding - B2B Sales - Tec
Slide 7: Revenue (€Mn) & LFL Growth (%)
...with a revenue forecast of EUR 8Bn+ and an objective of LFL growth* > +12% in 2022 8 500 Revenue (€Mn) & LFL Growth* (%) >8 000 20,0% 7 500 7 115 18,0% 6 500 16,0% 5 732 5 355 14,0% 5 500 16,5% > 12% 11,6% 4 441 10,6% 12,0% 4 500 9,0% 10,0% 3 500 8,0% 2 500 6,0% 1 500 4,0% 500 2,0% -500 2018 2019
Slide 8: Average quarterly like-for-like growth: c. +10%
40% 38% 36% Average quarterly 35% like-for-like growth: 30% c. +10% 25% 23% 20% 21% 15% 13% 14% 13% 12% 12% 9% 12% 11%11% 13% 12% 10% 10% 10% 10% 8% 8% 9% 8% 8% Estimated average 10% 9% 7% 7% annual market 7% 8% 7% 7% 6% 7% growth*: 5% 5% 6% 7% 6% 6% 6% 7% 4% 5% c. +4% 0% 2% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
Slide 9: A 95% retention rate and an average client relationship of 13 years
With more than 1,000 clients, 50% of which are multinationals, TP has the most diverse client base in its sector A 95% retention rate and an average client relationship of 13 years demonstrate the strength of our partnerships and our industry-leading innovation. We are a public company listed on Eur
Slide 10: Client concentration
71% 58% 41% Our top client represents only 30% 6% of our 20% revenue. 6% Top 1 Top 5 Top 10 Top 20 Top 50 Top 100 As per 2021 revenue. Excluding LLS & Health Advocate revenue, given the specificity of their business and client portfolios. These companies since 2016 and 2021 respectively were not inc
Slide 11: Our values
Ou Cosmos Integrity Absolute. Harmonious. Universal. | say what | do, | do what say. AN. + Earth Respect Deep. Nurturing. Abundant. | treat others with kindness and empathy. inspired to be Air Innovation Inspiring. Renewing. Dynamic. I create & improve. Teleperformance 11
Slide 12: Brand and reputation rankings
of InterBrand’s 10 Of the 25 Most Of the world’s 25 Most Of the Top 25 Public Best Global Brands Innovative Companies Reputable Companies Companies for 2021 of 2021 for 2022. 12
Slide 13: A True Business Partner
A True Business Partner Our clients trust us to navigate “More than a provider that simply blends in, Teleperformance wishes to “Our relationship with Teleperformance is built on innovation and never the waves of change and adapt go beyond and regularly challenge us.” standing still.” quickly to the
Slide 14: See what inspired to be Teleperformance
See what inspired to be Teleperformance 14
Slide 15: Teleperformance Cloud Campus
Teleperformance Cloud Campus 50% of our workforce remains remote Q3 2022 Eliminate hiring Dedicated support for Effective employee A highly secure remote boundaries dispersed teams management and optimization environment 15
Slide 16: Widely recognized for experience, sustainability, and technology
We are widely recognized for our inspired tobe Ze hes] | “|P Teleperformance experience, sustainability, and technology Environmental Social and Corporate Governance Customer Experience Technology Best Service Provider MSCl Reason | ESG RATINGS MANS LEADER | MATRIX® coc] 8 | 68 [eas | A MEYW AAA CUS
Slide 17: Good is never good enough
At Teleperformance, good is never good enough. We believe in delivering nothing but the best. 17
Slide 18: Welcome to Albania
inspired to be The bes? | “P Teleperformance Welcome to Albania
Slide 19: TP Albania Introduction Video
TP Albania Introduction Video
Slide 20: Albania key statistics
o Overall population Tirana: 919, 511 o 2.9 M Albania o 1.32M Labor force, total o Overall population Durrës: 292,02 o 36 Median age o Overall population Shkodër: 114,219 o 98% Literacy rate o Minimum Wage gross : €283/month o Median Household Income gross: €550/ month o Gross national income per ca
Slide 21: One of the youngest populations in Europe, highly educated
One of the youngest populations in Europe, highly educated, and with a strong affinity with western Europe. Albania ranked 81st out of 140 countries, in the 2019 Global Competitiveness Report Albania has pursued an In June 2014, Albania was granted candidate that status from the EU. On has resulted
Slide 22: Albania has one of the youngest populations in Europe
Albania has one of the youngest The Albanian language is a very populations in Europe (avg. age 36), particular branch of the Indo- who has cultural affinity with European family languages. It has Europe. They form a sustainable 36 sounds which make it very Talent Pool because of the high comfortabl
Slide 23: TP Albania Overview
TP Albania Overview 23
Slide 24: TP Albania sites and key facts
Teleperformance is present with 2 sites in Tirana, 1 in Durres and the Cloud Campus Store in CC Store Shkoder Shkoder. These sites provide the services of Millenium customer service, technical support, back-office, social media, procurement, interpreting and Kristal sales services, via social media
Slide 25: TP Albania leadership
Diego Pisa Chief Executive Officer 14 Years in TP Odeta Melo Migena Merkoci Luca Bettaglio Marino Carofiglio Shpendi Lala Mira Llagami Chief of Human Resources Chief Financial Officer Chief Operations Officer Facility Director CIO TP Italy Group Marketing & Public Affairs 11 Years in TP 14 Years in
Slide 26: Operations leadership
Luca Bettaglio COO Aldo Bitri Process Control Analyst Blerina Cene Paolo Marcantonio Client Service Operations Site Director Tirana Operations Site Director Durres Delivery Managers Fatos Blerina Eneida Silvana Ksenja Jonida Ornela Roza Ariona 6 ACM | 2 QM- TM |1 WFM Brahimi Domni Maklaj Muca Hysi C
Slide 27: Clients by industry
Nr Clients | Language eCommerce 5 3 2 Financial Services 4 Media & Streaming 3 Travel & Logistics 3 Gaming 2 Energy & Utilities 2 Consumer Goods 2 Teleshopping 1 Insurance 1 Tech & Consumer 1 Interpreting 1 Procurement 1 27
Slide 28: Employee headcount and demographics
Employee Headcount Employee Demographics 2,933 Agents + 170 Supervisors + 315 Support staff = 3,418 30 years Average Age 9 years F M Managers Average Tenure • Average monthly turnover 3.4% 62% • Monthly attrition 4% 28 months • 84% of employees live in Tirana Agents Average Tenure 38% • 100% permane
Slide 29: Employer awards
ECCCSA Highly “Best Employer of the year Award” Commented Award granted by the Albanian Government Certified in 2016, 2017, 2018 Certified in 2018, 2019, 2020 29
Slide 30: Employee satisfaction results
68% 98% 2022 2022 if we consider the number of respondents. 30
Slide 31: Global guidelines and best practices in service delivery
TP Albania follows Global guidelines with standards and best practices to ensure consistency and high performance in our service delivery 1 2 3 4 5 6 Recruitment Training and Account Project Workforce Quality and Selection Development Management Management Management Assurance Every employee at Tele
Slide 32: Highly secure Cloud Campus work-at-home environment
Our award-winning Cloud Campus WaH environment is highly secure due to proven security technologies, processes, policies, and protocols Highly Secure Encrypted Data Lockdown Devices Noise Real-Time Access Controls Communication No Data Stored Locally Control Tracking • PCI-DSS and ISO® 27001 certifi
Slide 33: Teleperformance GECSP security
Teleperformance GECSP SOCIAL MEDIA CONFIDENTIALITY SECURITY DATA ANALYTICS • Non-disclosure contract for social media • Guidelines for the access and use of all channels appropriate data CLEAN DESK SECURITY AND FRAUD COMMUNICATIONS • No paper, cell phone and any other devices • Regular communication
Slide 34: Information security and data privacy
regulates the way in which personal data can be collected, used, retained and deleted. The adapted model in Teleperformance regarding the Information Security and Data Privacy protects the latter from unauthorized access, use, disclosure, interruption, modification, interpretation, registration or d
Slide 35: TP Differentiators: High Touch
TP Differentiators High Touch: TP's People Practices through the Employee Lifecycle (Operating Framework)
Slide 36: Empowered, diverse, and highly trained teams
We strongly believe that Empowered, diverse, and highly trained teams make the difference Passionate Are women Employee Non-agent Of all employees people training hours roles filled work in a certified in 2021 internally Great Place to Work® *As of 31 12 2021 37
Slide 37: Employee lifecycle framework
Input Employee Lifecycle Desired Framework Outcome Plan & Talent Onboarding Production/ Engagement Offboarding Forecast Acquisition / Training Operations / Retention Improved ● Plan to hire ● Sourcing ● Foundation ● Performance ● Engagement ● Exit Interview Client ● Forecast to ● Screening Training
Slide 38: Recruitment process
PLAN ATTRACT SELECT IDENTIFY HIRE Recruitment Assessment Sourcing Screening Onboarding Request Center ● Recruitment ● Job posting and ● Initial ● Interview led ● Job offer needs and acquisition of validation of by recruiter presented to requirements candidates CV and ● Operations candidate are ● Rec
Slide 39: Recruitment department and sources
Word of The Recruitment Department mouth 46% makes at least 20 interviews daily, Internet and even if there are not any Social Media 27% immediate training needs. We have our own recruiters Employee 19% dedicated to different languages. The HR database has Flyers 7% approximately 300+ suitable candi
Slide 40: Candidate profiles and assessment
All profiles are defined together with client to ensure the achievement of KPIs and business results Skill Level Assessment Candidate’s skills are matched with Behavior-Based client’s hiring requirements and position Assessment profile. Candidate’s attitude, listening skills, and behaviour are evalu
Slide 41: Training tools: simulator, gamification, digital floor walker
TP Simulator Gamification Digital Floor Walker Self Directed -Learning A Training simulator to bring live like Adding an extra layer over traditional A chat Bot platform created for our Digital multimedia learning modules environment into classroom training training activities, gamification New Asso
Slide 42: Initial, client-specific training and MYTP platform
Initial Training Client Specific Training MYTP platform Total training hours- 11,088 Total training hours- 279,804 Total learning hours – 26,190 • Introduction to the company, Security • This stage is initially supported by the • MYTP - Global self-development Central and privacy training, Health &
Slide 43: JUMP! and Teleperformance University programs
JUMP! is a development program exclusively designed for Teleperformance to identify and prepare high-potential employees to take on leadership positions in the company. JUMP! is a dual training program offering both technical and behavioral training, as well as personal development planning. Teleper
Slide 44: Work life balance, diversity and wellbeing
Work Life Balance Training & Development Teleperformance is committed to complying with the most • Working hours in • Initial training line with ILO • Specialization stringent standards with regards to working conditions recommendations • Career development and and to offer employees attractive empl
Slide 45: Impact sourcing
Our Impact Sourcing framework focuses on hiring people from disadvantaged groups and develop a truly inclusive workplace, for people from all backgrounds. 15% of global workforce are Impact workers 17% Impact Workers in TP Albania 2022 47
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Slide 47: Wellness webinars with company psychologist
Wellness Webinars/ Talks with company psychologist An employee is not seen as a resource but simply a human being, with all their abilities, limitations, needs and emotions which is why our psychologist holds regular Webinars about Wellbeing – Talking about Burnout from stress, Emotional intelligenc
Slide 48: TP Differentiators: Responsible Practices & ESG
TP Differentiators Responsible Practices & ESG 50
Slide 49: Commitments, objectives and actions
Commitments Objectives How? Commitment Be a preferred MaintainingObjectives >90% of total How? Uphold the best HR and social practices in every country: living employer in the employees working in a TP Since 2011, Teleperformance is wage, benefits, work-life balance, market subsidiary certified GPTW
Slide 50: ESG recognition and ratings
Since 2020, approved at “GC Advanced” level for the quality of its CSR documentation which TP recognized by Fortune and corresponds to the highest Great Place to Work® as one of the 25 World’s Best Workplaces 2022 and 2021 Frost & Sullivan distinction from the United Institute Enlightened Growth Nat
Slide 51: Best Employer of the Year 2021 award
Our company has been selected, as the recipient of the “Best Employer of the Year 2021” award, granted by the Albanian Government, in cooperation with the Albanian Chamber of Commerce. This is a prestigious award that acknowledges our policies, contribution to society and our efforts to maintain hig
Slide 52: Engagement Activities
inspired to be The bes | 7 Teleperformance Engagement Activities
Slide 53: ERG Awareness Drive
ERG Awareness Drive ● TP Women ● Autistic Pride Day ● Black History Month ● Human Rights Day ● LGBT History Month ● International Men's Day ● International Day of ● Lunar New Year ● International Day of Peace ● Pride Month ● International Women's Persons with Disabilities ● Europe Day ● World Day fo
Slide 54: Awareness calendar
February April June August October December 2 - World Autism Awareness 5- World Environment Day 12 – International Youth Day – 4- World Habitat Day | 3 - International Day Black History Month Day World Animal Day of Persons with 14- World Blood Donor Day 19- World Humanitarian Day Disabilities 11. I
Slide 55: Forecast Calendar 2023
Forecast Calendar/2023 inspiresto bee bes] | “P Teleperformance January 2023 Colendar “P Teleperformance february 2028 Cxldar *P Teleperformance | 2 4 4 z A 7 Tod es ee 0 he [od | Lal | i [a [oa Toa ee ee ee, Lite criicason Best [Empiyercttne NoteyTouramert- employee ot he ‘yew 220 Fratbocn veer fur
Slide 56: Monthly focus groups
Monthly Focus Group take place throughout our sites, to listen and better understand our employees. 58
Slide 57: Teleperformance is a family
Teleperformance is a family that provides career opportunities, security, and well-being for its employees. We are committed to be closed to our employees, making them feel appreciated and giving them the opportunity to celebrate together the success of their hard work and dedication! 59
Slide 58: Rewarding best performers
Even in tough times, Teleperformance is committed to continue its traditions. Coronavirus has changed the rules related to working habits. However, our rules related to the bonuses given to the employees with the best performance are still in place. During the pandemic were present to the best emplo
Slide 59: Employee engagement activities
TP Albania always finds new ways to be engaged to its employees, creating a new cycle of activities! After a long time, under the tough restrictions of Covid-19, here we were again together, celebrating with our Best Performers! 61
Slide 60: Halloween celebrations
Celebrations take place for Halloween every year, as one of the most favorite activity of our people.
Slide 61: International Children's Day for employees' children
On the International Children’s Day, Teleperformance organizes big partis for the children of our employees. 63
Slide 62: Teleperformance For Fun Festival
Teleperformance For Fun Festival (FFF) is a program that promote talents in many categories such as, Music, Art, Dance etc. It aims to bring our people and their loved ones together, in the spirit of fun and competition. 64
Slide 63: Work hard, party hard
Under the moto “Work hard, party hard”, we try to celebrate together our successes and achievements. 65
Slide 64: 2022 TP Soccer Tournament
12 teams participated in the 2022 TP Soccer Tournament, 36 matches and 115 players. Incredible atmosphere in the final match where the Tirana team won! Fun activities help us promote engagement among teams and improve the work environment. We are a sport loving company, and we could not miss the opp
Slide 65: Sports tournament award show
The most loved sport for both man and woman. We could not miss the opportunity to organize a show for awarding the winners, as well as the rest of the teams.
Slide 66: Employee health and wellbeing
Our employees spend a significant amount of time and energy at work. Therefore, we can play a crucial role in the improvement of the health, wellbeing and ultimately the quality of our employees' life. 68
Slide 67: Video: Each Person Matters
inspired to be The bes | 7 Teleperformance Video: Each Person Matters
Slide 68: TP Women initiative
Created in 2019, the TP Women initiative seeks to address the challenges faced by women in the workplace and drive positive change: • a mentoring scheme to help high-potential female employees reach senior positions in the Company; • a review of recruitment and training procedures for management pos
Slide 69: International Women's Day
International Women's Day is a global day celebrating the social, economic, cultural and political achievements of women. The day also marks a call to action for accelerating gender parity. On this day, for years we have celebrated with the strong women of Teleperformance, who work so hard. 71
Slide 70: Valentine's Day with Pink Movement
In the framework of Valentine's Day, Teleperformance in collaboration with Pink Movement organized a meeting with all the women who are part of it. The aim of this meeting was to present a spiritual guide to find a balance between personal and professional life. The Pink Movement is a feminist movem
Slide 71: Citizen of the World / CSR
inspired to be The best | *P Teleperformance Citizen of the World / CSR
Slide 72: Breast Cancer Awareness Month event
In the framework of Breast Cancer Awareness Month, Teleperformance Albania organized an event at the Plaza Tirana, where our women were invited to talk, share and learn more about this disease. Our doctors, and our Psychologist gave very useful information and advice. 74
Slide 73: Breast cancer awareness campaign
According to the World Health Organization, breast cancer is the most common cancer among women worldwide, claiming thousands of women each year. Breast Cancer Awareness Month is organized every October. We’re committed to helping stop breast cancer in its tracks. Our employees dedicated a few hours
Slide 74: Men's Health Awareness Month
Men’s Health Awareness Month 'Movember', exists to help men live happier, healthier and longer- so people all over the world, are encouraged to take part in challenges throughout the month, and raise money and awareness. Teleperformance Albania organized a meeting where our men were invited to talk,
Slide 75: SOS Children's Village charity campaign
In collaboration with SOS Children’s Village Albania, we organized a charity campaign, supporting these children by raising funds and buying the Christmas Post Cards painted by them. This initiative supports for children without parental care. All the funds will support the education of the SOS Chil
Slide 76: Blood Donor Day with Albanian Red Cross
Teleperformance in collaboration with the Albanian Red Cross organized the 'Blood Donor Day'. For Years we have been a symbol of hope! 12,900 mm of blood donated during 2022. As Citizen of the World, it is our Responsibility to save Life! 78
Slide 77: Run for Peace marathon
Teleperformance, as part of the most important program, Sport Club, became part of the 6th Marathon Edition, the biggest sports event in the capital, "Run for peace!". 42 participants from Teleperformance ran on October 23, where 2,500 runners from different parts of the world participated. 79
Slide 78: World Cancer Day campaign
Every year on 4 February the UICC (Union for International Cancer Control), coordinates an international campaign to raise cancer awareness. The claim of this year’s campaign is "I Am, and I Will“. Each Year, with our Teleperformers, we raise awareness by distributing flyers to give more information
Slide 79: International Day of Peace
The International Day of Peace, is an opportunity to promote peace and well-being for all the peoples all over the world. Teleperformance every year celebrates together with the employees this important day to give its message of awareness: As citizens of the world (COTW) we are always ready to give
Slide 80: International Children's Day party
1st of June is the International Children’s Day. In this framework, Teleperformance in collaboration with ‘The National Center for the Treatment of the Violence Victims”, organized a party for the children of the Center. Giving is not just about donating. It is about making a difference. 82
Slide 81: Cooperation with World Bank in Albania
Teleperformance in collaboration with the World Bank in Albania for years cooperate to support children with disabilities as well as people in need. 83
Slide 82: Down Syndrome Foundation fundraising event
A fundraising Event, for the Down Syndrome Foundation Albania, took place on the Christmas eve with an exhibition with the photos created by these children. The funds went to support their education at the foundation. 84
Slide 83: Children Cancer Day at Pediatric Hospital
Teleperformance in the framework of Children Cancer Day is always present at the Pediatric Hospital of Tirana, to meet all the children who struggle every day to have a healthy life. 85
Slide 84: Findjave Ndryshe NGO support
Findjave Ndryshe (A different weekend) is an NGO that aims to give support to families in need. In partnership with TP, we have the chance to help them with food and clothes. 86
Slide 85: Thank you for volunteering
All these years we have always been together in various initiatives to make our voluntary contribution to the community in which we live and work. We wanted to say THANK YOU to all those who have been part of this wonderful journey by offering their support.
Slide 86: Citizen of the Planet / CSR
inspired to be The bes | ‘? Teleperformance Citizen of the Planet / CSR
Slide 87: Building a sustainable business
We are committed to building a sustainable business for our TP Albania employees, clients, and communities. • 15% reduction in per-employee carbon emissions from 2020 to 2021 15% 7% Reduction in per-employee* Decrease in our • 4.7% reduction in electricity consumption (in carbon emissions from 2020
Slide 88: Earth Hour
A worldwide movement organized by the Worldwide Fund for Nature, Earth Hour is held annually to encourage individuals, communities and business to turn off electric lights for one hour as a symbol of commitment to the planet. Earth Hour’s greatest strength is the power of the people. Teleperformance
Slide 89: Tree planting with Ecovolis
Teleperformance in collaboration with Ecovolis, (an Environmental Organization), gives continuous support in planting trees, 115 pine trees were planted in the center of Tirana recently. Together with Ecovolis we joined the local community in cleaning the common area in different beaches in the Coun
Slide 90: Citizen of the Planet
Citizen inspired to be ‘f? Teleperformance of the Planet
Slide 91: TP Differentiators: Client / Account Management
TP Differentiators Client / Account Management
Slide 92: Lead & Grow in all key buying markets
Lead & Verticalize Grow In All to Optimize Key Buying our Business Markets With TP committed to delivering >2 to 3x market Transform, Digitize growth over the long term. & Monetize 94
Slide 93: TP's integrated and dynamic GTM model
FROM THE TRADITIONAL SALES FUNNEL TO TP’S INTEGRATED & DYNAMIC GTM MODEL Company’s promise are constantly qualified and supported by the reality of what the we deliver with BD and CS working together. Discover DISCOVER PURCHASE Consider EVALUATE Business Development Client Services Evaluate PROMISE
Slide 94: Research & Identification to Loyalty
Research & Problem Solution Requirement Partner Deliver & Identification Qualification Exploration Building Selection Loyalty Lead / Starting Point Data, BI, Research, ABM, Virtual Account Case Studies, Whitepapers, Opportunity Based Client Presentation, ABM, Thought Awareness, Content, Mgmt., Lead
Slide 95: Account management tools and practices
Research & Problem Solution Requirement Partner Deliver & Identification Qualification Exploration Building Selection Loyalty BEST PRACTICE SHARING TP CUBE STRATEGY Utilizing the best of what we have to Expertise on both the vertical and offer, to ensure that every account A client obsessed, growth-
Slide 96: BFSI vertical
• Domain Expertise • Continuous Evaluation of Consumer Trends • Segmentation • Targeted suite of Solutions • Case Studies/White Papers • 45K BFSI professionals delivering exceptional results High double digit growth in 2022
Slide 97: Travel and hospitality vertical
• Domain Expertise • Macroeconomic View & Impacts • Market Evaluation • TP Travel Lounge • TP Flight School • Case Studies/White Papers • Growth across diverse channels and lines of business • 26K T&H Professionals delivering exceptional results High double-digit growth in 2022
Slide 98: TP Differentiators: High Tech
TP Differentiators High Tech Driving Innovation through TAP & TP Digital
Slide 99: Simple, safe and cost-effective digital solutions
Adding value to our clients by deploying simple, safe and cost-effective digital solutions ● High Tech Solutions such as RPA & 2,000+ AI, Chatbots, Omni-channel CX Knowledge Services ● High Touch Solutions for AI-based & TAP Experts Coaching, Gamification, Simulation Technology ● Customer Interactio
Slide 100: Global network and Centers of Excellence
Sweden: 3 Nordics: 3 Norway: 2 Czech: 4 Poland: 5 Germany: 4 Netherlands: 15 Russia: 21 UK: 38 Canada: 3 France: 4 Bosnia: 1 Portugal: 17 Romania: 3 United States: 35 Spain: 10 China: 19 Japan: 1 Dominican Republic: 2 Morocco: 1 Turkey: 18 Mexico: 86 India: 397 Italy: 10 Philippines: 90 El Salvador:
Slide 101: Digital transformation achievements
>€100Mn direct bottom- line impact to TP through ● Global network with 3 delivery transformation ● Beginning to sell COEs (India, Colombia, programs in 2022 Analytics-aaS, Philippines) WFMaaS, QAaaS ● 4K+ bots deployed in ● 40% verticalized ● Helped launch TP 2022 Boost (Sales), TP ● 64% of Top 200
Slide 102: 2023 digital priorities
2023 01 02 03 Digital P&L: ● Continue the shift from ● Build and launch new domain- “transactional” to focused, AI-enabled products ● Sell TAP as a service “transformational” selling ● Forge new strategic partnerships Savings through Deliver Better: ● Shift from input to output / and drive tangible
Slide 103: Partnerships
Partnerships Strategic Owned TP Productivity Enterprise Solutions Intelligent Automation Digital CX Analytics Enhancement 100+ Digital Platforms 105
Slide 104: TP Digital Solutions
inspired to be The bes? | “P Teleperformance TP. Digital Solutions
Slide 105: TP Voice to Messaging/Chat
inspired to be The bes | ‘? Teleperformance TP Voice to Messaging/Chat
Slide 106: TP Unify solution delivered
Solution Delivered Solution Description The solution offered is a unified system, with multiple functions, 1) Uipath unattended bot extracts the list of claims from client able to show in a single interface the data taken from 4 different systems and load it in TP Unify. Claims are automatically sys
Slide 107: Claims process workflow benefits
Extract List of Claims from Kubric Extract claim’s related data off client systems and Load them in TP Unify TP Unify - Workflow Module data will be shown to Agent in one single page START TP Unify – Screen Unification Customer Discovery View Manual allocation of Manual extraction of Supervisor assi
Slide 108: Process as is / process to be
PROCESS AS IS PROCESS TO BE(*) 110
Slide 109: StoryfAI multilingual chat
inspired to b Teleperf TP Client powered by StoryfAl for multi-lingual chat insprectote he bes? | “P Telepertormance Welcome to Central IT Service Desk Support How may help you?
Slide 110: Smart Visual Assistant
inspired to be | Teleperformance TPS Csr vin ‘Smart Visual Assistant Start new session
Slide 111: TP Int
inspired to be Teleperformance TP Int
Slide 112: inspired to be Teleperformance
inspired to be Teleperformance
Slide 113: TP Analytics — Script Adherence
inspired to be The bes | ‘? Teleperformance TP Analytics — Script Adherence
Slide 114: TP Visual IVR
nspired to be The hes? | SP TP Visual IVR
Slide 115: TP Simulation
inspired to be The bes | 7 Teleperformance TP Simulation
Slide 116: TP Gamification
inspired to be The bes | 7 Teleperformance TP Gamification
Slide 117: Digital Floorwalker challenge and benefit
Challenge: New hires have a longer learning curve due to diverse processes Solution: Digital Floorwalker will provide knowledge assistance to new hires during interaction with clients Benefit: Improved CSAT 119
Slide 118: RPA for repetitive tasks
Challenge: There are routine manual and repetitive tasks performed by customer service specialist Solution: RPA to automate repetitive and manual tasks Benefit: Elimination of manual effort and improved SLA 120
Slide 119: Company contract signed with the unions
The Company contract signed with the Unions March 2020 Government Inspections Dicember 2020 December 2021 Apr2020- Sept2020 TP Albania is informed by the Several inspections As by Law TP answers in Signed the company contract existence of a new Sindatacate received by the Local 30 days to aknowledge
Slide 120: Unionization in Albania
SSPT Confederation of This the largest federation of trade unions in Albania, representing workers in a wide range of sectors including Education, health Albanian Trade care, Telco CSPSH Confederation of Free This federation represents workers in the public sector Trade UNiond KSPMH Confederation of
Slide 121: Slide 121
Slide 122: Trade Unions in Albania
inspired to be The bes | T Teleperformance Trade Unions in Albania _—
Slide 123: Company contract signed with the unions
The Company contract signed with the Unions March 2020 Government Inspections Dicember 2020 December 2021 Apr2020- Sept2020 TP Albania is informed by the Several inspections As by Law TP answers in Signed the company contract existence of a new Sindatacate received by the Local 30 days to aknowledge
Slide 124: Unionization in Albania
SSPT Confederation of This the largest federation of trade unions in Albania, representing workers in a wide range of sectors including Education, health Albanian Trade care, Telco CSPSH Confederation of Free This federation represents workers in the public sector Trade UNiond KSPMH Confederation of