Slide 1: Teleperformance Group overview
Teleperformance Group overview (including quarterly information at March 31, 2023) April 2023
Slide 2: Disclaimer
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 de
Slide 3: Q1 2023 highlights and FY 2023 outlook
01. Q1 2023 highlights and FY 2023 outlook 02. Detailed quarterly information for Q1 2023 03. Appendix
Slide 4: Solid, diversified growth
Solid, diversified growth €m Change (%) LFL excl. Q1 2023 Q1 2022 Like-for- Covid Reported like** Contracts* €/$ exchange rate (12-months average) €1 = US$1.07 €1 = US$1.12 Revenue 2,006 1,962 +8.6% +1.9% +2.2% • Like-for-like growth excluding Covid Contracts: +8.6% o Strong momentum in the social m
Slide 5: Strong growth outlook for 2023 and revised targets
Strong growth outlook for 2023 and revised targets • Continued robust sales momentum in 2023 • Revised targets given the change in the internal dynamics of the business with no impact on the Group’s net creation of value: o LFL revenue growth targets excluding Covid contracts: between +8% and +10%*
Slide 6: TP GPT and AI automation potential
• Teleperformance has had an Application Layer to connect with OpenAI since 2021 • Multiple use cases underway and Teleperformance has developed it own GP product, ‘TP GPT’ • Based on Teleperformance’s assessment, there is a potential to automate 20-30% of its volumes over 3 years; possibly a slight
Slide 7: TP GPT call handling example
Greeting& Intent Post call Fulfillment Confirmation Authentication Discovery wrap-up TOTAL 7:04 MIN. 00:29 01:27 03:35 00:46 00:47 TP GPT Analyzes the intent TP GPT Guides the agent 1 3 and offers relevant based on speech and screen 1 2 3 4 context and suggests relevant automation sequences, knowled
Slide 8: Detailed quarterly information for Q1 2023
01. Q1 2023 highlights and FY 2023 outlook 02. Detailed quarterly information for Q1 2023 03. Appendix
Slide 9: Revenue growth analysis
Revenue growth analysis +8.6% LFL excl. impact from Covid support contracts contribution • Revenue growth: +1.9% LFL (€m) 2,006 (+2.2% as reported) +19 +168 1,962 (12) 1,950 (131) • +8.6% like-for-like gain, excluding impact from Covid support contracts • Unfavorable currency effect: declines agains
Slide 10: Revenue by activity
Revenue by activity Change (%) Core Services & D.I.B.S.: +7.3% LFL Revenue (€m) LFL excl. Covid Q1 2023 Q1 2022 Like-for-like* support Reported growth excluding “Covid support contracts** contracts” Core Services & D.I.B.S. 1,685 1,711 -0.4% +7.3% -1.6% • Robust and diversified client - North Americ
Slide 11: Core Services & D.I.B.S. – North America & APAC
Core Services & D.I.B.S. – North America & APAC Q1 2023 vs. Q1 2022 (€m) • Continued acceleration of growth in offshore activities in India and the Philippines to the detriment of US domestic activities, of which +0.8% LFL deflationary impact was slightly negative on 646 revenue 628 • Sustained reve
Slide 12: Core Services & D.I.B.S. – LATAM
Core Services & D.I.B.S. – LATAM Q1 2023 vs. Q1 2022 (€m) • Satisfactory performance given the high basis of comparison • Robust growth in Travel, the social media, online entertainment and financial services +7.0% LFL sectors 396 382 • Particularly strong growth in Colombia and Peru • More limited
Slide 13: Core Services & D.I.B.S. – Europe & MEA
Core Services & D.I.B.S. – Europe & MEA Q1 2023 vs. Q1 2022 (€m) • Confirmation of the strong performance (+13.6% LFL excluding Covid support contracts) posted since H2 2022 +13.6% LFL* 701 • Impact of the end of Covid support contracts at 643 the end of 2022 in the Netherlands, France and -5.7% LFL
Slide 14: Specialized Services
Specialized Services Q1 2023 vs. Q1 2022 (€m) • Continued recovery of TLScontact's business, supported by recent reopening of China's economy +17.0% LFL • Continued sustained growth of LanguageLine 321 Solutions: • Favorable basis of comparison in Q1 251 • Continued swift ramp-up of video interpreti
Slide 15: Appendix
01. Q1 2023 highlights and FY 2023 outlook 02. Detailed quarterly information for Q1 2023 03. Appendix
Slide 16: Appendix
APPENDIX APPENDIX 1: TELEPERFORMANCE OVERVIEW APPENDIX 2: ADDITIONAL INFORMATION APPENDIX 3: MARKET AND COMPETITIVE ENVIRONMENT
Slide 17: Alternative performance measures
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. E
Slide 18: Appendix 1: Teleperformance overview
APPENDIX 1 Teleperformance overview
Slide 19: 45 years at the forefront of customer experience outsourcing
High credibility: 45 years at the forefront of customer experience and business services outsourcing 2020 Transition of over 200k active 2021-2022 employees to work-at-home in response to COVID-19 2012 Full control 2021 Acquisition of 2008 of Health Advocate Acquisition of TLSContact 1998-2002 The A
Slide 20: #1 global outsourcing leader for customer and citizen experience
• # 1 global outsourcing leader for customer and citizen experience • Becoming an undisputed global leader in outsourced digital integrated business services 410k+ ~50% Working People from home From In 91 300+ countries languages For nearly In 1,200 170 Clients* markets *For Core Services & D.I.B.S
Slide 21: Digital transformation and solid client portfolio
Digital transformation and solid client portfolio A well diversified client portfolio Addressing the Digital Transformation journey % of 2022 revenue by vertical of “disrupted “ and “disruptors” clients, across all verticals: 46% of Group revenue in 2022, vs Other < 20% in 2013 Business Services Hea
Slide 22: Smart shoring: worldwide broad sourcing mix
Smart shoring: a unique offering of worldwide broad sourcing mix • Network of 37 offshore/nearshore locations around the world Increasing share of nearshore & offshore 48% 65% 52% 35% +17 ppt 2010 2022 % of nearshore & offshore revenue % of domestic revenue * in Core Services & D.I.B.S. activities “
Slide 23: High-touch and high-tech
High-touch: High-tech: “Enthusiastic people helping people” “Enhanced by technology” • Emotional intelligence & empathy: • Hybrid cloud-based network, including selection, training and coaching “TP Cloud Campus” • Management “with a purpose”: reach • Omnichannel integrated solutions the maximum pote
Slide 24: Leader in outsourced Digital Integrated Business Services
To be the leader in outsourced Digital Integrated Business Services Main Client Verticals Services offering: TP One office • Governments • BFSI Customer Services Business Services Sales Operations • Travel, Hospitality, Transportation • Healthcare • Customer Care • Digital Content Management • B2B S
Slide 25: Strong, profitable and responsible growth
Strong, profitable and responsible growth Specific, quantified and ambitious objectives for Teleperformance CSR commitments Commitments Objectives Be a preferred employer Maintaining >90% of total employees in the market working in a TP subsidiary certified GPTW® Promote diversity, gender Maintainin
Slide 26: A seasoned, international and agile team
A seasoned, international and agile team to lead the digital transformation of the Group 8 executive committee members 33 management committee members Daniel Julien Chairman and CEO Bhupender Singh Eric Dupuy Miranda Collard Agustin Grisanti Scott Klein Olivier Rigaudy Leigh Ryan Chief Chief Busines
Slide 27: Creating value: a proven financial track record (2012-2022)
Creating value: a proven financial track record (2012-2022) 16% €10bn in 2025 in 2025 15.1% 15.5% +25.7% 10 000 14.3% 8,154 25% 1250 8 000 13.3% 13.6% 15% 20% 1000 10.3% 11.2% 13% 6 000 15% 750 9.3% +9.9% 9.1% 9.7% 12.8% 11% +7.5% 4 000 2,347 +5.7% 10% 500 9% 2 000 +10.6% +11.6% 5% 250 7% +7.9% +7.4
Slide 28: Appendix 2: Additional information
APPENDIX 2 Additional information
Slide 29: Travel and Hospitality
Travel and Hospitality AIRLINES HOSPITALITY OTA CRUISE CAR RENTAL • Reservations • Sales • Destination • Reservation • Reservations • Rate Loading • Reservations and Enquiry • Air Fulfillment • Rate Loading fulfillment • Holiday Planning • Amendments TRAVELutionized • Property Content • Payment proc
Slide 30: Travel and Hospitality revenue growth trajectory
Travel and Hospitality revenue growth trajectory (€ Million) 786 25k+ FTEs globally Serving airlines, hotels, car rentals, cruise lines and OTA / TMCs 559 556 33+ countries in 27 languages Workforce distribution : 34% English World, 34% LATAM, 16% CEMEA, 16% APAC / India 60+ clients Front office : c
Slide 31: Driving transformation through TP Digital
Driving External & Internal Transformation through TP Digital (ex-T.A.P™) Priority focus areas to add value to our clients by deploying simple, safe and cost-effective digital solutions Technology ● High Tech Solutions such as RPA & AI, Chatbots, Omni-channel CX Knowledge Services & ● High Touch Sol
Slide 32: Appendix 3: Market and competitive environment
APPENDIX 3 Market and competitive environment
Slide 33: #1 worldwide in a growing customer experience market
#1 worldwide in a growing customer experience core market still poorly outsourced • Outsourced CX management global market worth $109-111bn in 2022E*, up ~ +11% CAGR since 2020 • Outsourcing rate of 31% in 2022E, benefiting from increasingly complex clients needs Size and evolution of the outsourced
Slide 34: Outsourced CX market by channel
#1 worldwide in a growing customer experience core market still poorly outsourced • Market still dominated by voice interactions, but share is declining • Faster growth of non-voice channels, usually seen as more user-friendly particularly by younger generation Breakdown of outsourced CX market by D
Slide 35: Broader competitive environment
Teleperformance’s transformation is leading to a broader competitive environment (1/2) • Worldwide leader in the outsourced CX market with a unique global diversified positioning • Group’s transformation leads to enlarged addressable market: the worldwide business process management market Top 10 ma
Slide 36: teleperformance.com
teleperformance.com teleperformanceblog.com /company/teleperformance @teleperformance_group /teleperformanceglobal /teleperformance @teleperformance