Slide 1: Investors Presentation 2012
INVESTORS PRESENTATION 2012
Slide 2: Structure of Presentation
STRUCTURE OF PRESENTATION WHO IS TELEPERFORMANCE WHAT IS THE OUTSOURCED VOICE BPO MARKET WHAT ARE THE ELEMENTS OF THE OUTSOURCING VALUE PROPOSITION TELEPERFORMANCE BY THE NUMBERS TELEPERFORMANCE GOALS AND STRATEGY - 2012 2
Slide 3: Who is Teleperformance
WHO IS TELEPERFORMANCE WORLDWIDE LEADER IN VOICE BPO ONE OF THE LARGEST EMPLOYERS IN THE WORLD OUR BUSINESS MODEL RECOGNIZED LEADERSHIP
Slide 4: Worldwide Leader in the Voice BPO Market
WORLDWIDE LEADER IN THE VOICE BPO MARKET founded in revenues in 2010 of 1978 € 2.0 B present in € 100 49 million countries In CAPEX 255 98,882+ Contact centers workstations 4
Slide 5: A Top World's Largest Company by Number of Employees
A TOP 150 WORLD’S LARGEST COMPANY (BY NUMBER OF EMPLOYEES) RAN COUNTRIES EMPLOYE K ES 1st USA 15,327 2nd PHILIPPINES 14,990 3rd BRAZIL 14,250 MEXICO AND CENTRAL 4th AMERICA 11,076 5th COLOMBIA 8,130 6th INDIA 7,261 7th ARGENTINA 6,113 8th UNITED KINGDOM 5,536 9th FRANCE 4,725 We are 10th TUNISIA 4,6
Slide 6: Teleperformance Values
Teleperformance Values our genetic cdu s) as Teleperformance e e Mission Cosmos | INTEGRITY 1 say what | do, | do what | say u “At Teleperformance, we deliver an outstanding customer experience at every single opportunity, as a result of our commitment, passion and dedication to excellence. In so do
Slide 7: Our Business Model Is Based on People
OUR BUSINESS MODEL IS BASED ON PEOPLE STRATEGY EMPLOYEES CUSTOMER CLIENTS A happy employee ...a happy ...a happy client makes... customer that that makes a makes... happy shareholder 130,00 1.5 750+ clients served are 0 billion the largest companies in the employees interactions per year world 7
Slide 8: Social Responsibility
SOCIAL RESPONSIBILITY Teleperformance Teleperformance’s Teleperformance’s embraces, practices charitable initiative commitment to and disseminates, to help some of the reduce the Principles of the world’s most environmental United Nations vulnerable infants impacts by having Global Compact, and chil
Slide 9: Recognized Leadership: IDC MarketScape
RECOGNIZED LEADERSHIP 2010 IDC MARKETSCAPE GRID BPO “MarketScape Leader. Teleperformance's placement on the IDC MarketScape chart as Leader was determined by its high relative scores for company leadership, financial strength, and sales and distribution strategy especially; Teleperformance also scor
Slide 10: Recognized Leadership: Datamonitor Decision Matrix
RECOGNIZED LEADERSHIP 2010 DECISION MATRIX: SELECTING A CONTACT CENTER OUTSOURCING “From the perspective of market impact, Teleperformance was not only the vendor with the largest base of revenues and APs, but it also had the most diversified base of business from a regional standpoint. End user sen
Slide 11: Recognized Leadership: Analysts Global Awards
RECOGNIZED LEADERSHIP 2010 ANALYSTS GLOBAL AWARDS North American Customer Contact Center Service EMEA Market Company of the Leadership Share Year Award Leadership Teleperformance Award Russia “Over the past few years, Teleperformance has won more Frost & Sullivan Awards than the majority of its comp
Slide 12: Recognized Leadership: Black Book of Outsourcing
RECOGNIZED LEADERSHIP 2010 THE BLACK BOOK OF OUTSOURCING 2010 "TOP 20 AWARD" "In our 2010 global ranking of outsourcers across all categories, Teleperformance received a very high overall satisfaction ratings from its clients. Among its global outsourcing peers, Teleperformance was rated particularl
Slide 13: 2011 Gartner Magic Quadrant
2011 GARTNER MAGIC QUADRANT Teleperformance positioned as a worldwide leader in the Customer Management Contact Center BPO Magic Quadrant Source: Magic Quadrant: Customer Management Contact Center BPO, Worldwide, 2011 , TJ Singh, Johan Jacobs, 19 December 2011. This Magic Quadrant graphic was publis
Slide 14: Awards and Recognition
AWARDS AND RECOGNITION 2011 SERVICE LEADER AWARD FOR OUTSOURCING : CRM MAGAZINE “ 14
Slide 15: Awards and Recognition
AWARDS AND RECOGNITION Great Place to Work 2010 Best Customer - 2011 Service in the World One of the Best Companies to Teleperformance Portugal work in (Brazil and Portugal) AON Hewitt - TMC - 2010 2011 Communications Solutions Product of Best Company in People the Year Management Teleperformance Ob
Slide 16: What Is the Outsourced Voice BPO Market
WHAT IS THE OUTSOURCED VOICE BPO MARKET GLOBAL OUTSOURCED CONTACT CENTER EVOLUTION FORECAST GLOBAL OUTSOURCED CONTACT CENTER GLOBAL RANKING BY REVENUE 2010
Slide 17: Historic Global Outsourced Contact Center Evolution
HISTORIC GLOBAL OUTSOURCED CONTACT CENTER EVOLUTION US$ BN CAGR 0.5 • Market experienced % 44.8 significant growth in the 43.9 43.6 middle of the decade (CAGR 42.8 ~10%) which was sharply reverted with the onset of the financial crisis • Since beginning of financial crisis, the market has remained r
Slide 18: Forecast: Global Outsourced Contact Center Evolution
FORECAST: GLOBAL OUTSOURCED CONTACT CENTER EVOLUTION CAGR US$ BN 5.2 • IDC expects a moderate % 51.8 54.9 recovery in the market 49.1 for the next years 44.8 46.7 • Only 20% of the market is outsourced and companies might have higher propensity to outsource given pressure on margins • Clients will l
Slide 19: Global Ranking by Revenue 2010
GLOBAL RANKING BY REVENUE 2010 TELEPERFORMANCE’S MAJOR COMPETITORS WORLDWIDE € Teleperformance 2,059 Atento* // € 748** € 1,663 55% revenues comes from Parent Company 19 Convergys (CM) € 1,383 % 33 NCO Group* € 1,205 % 42 Contax * //€ 408** € 1,020 % 60% revenues comes from Parent Company Sitel € 1,
Slide 20: Elements of Outsourcing Value Proposition
WHAT ARE THE ELEMENTS OF OUTSOURCING VALUE PROPOSITION TOP FIVE VALUE PROPOSITION ELEMENTS TELEPERFORMANCE COMPETITIVE ADVANTAGES
Slide 21: Top Five Value Proposition Elements
ELEMENTS OF OUTSOURCING VALUE TOP FIVE VALUE PROPOSITION ELEMENTS PROPOSITION Access to Expertise and Skills to Optimize CRM Delivery Flexible and Scalable Business Continuity PEOPLE State-of-the-Art STRATEGY EMPLOY CUSTOM CLIENTS EES ER Technology and Telephony Reduction in Total Cost of Operations
Slide 22: In-House and Outsourced Share
ELEMENTS OF THE OUTSOURCING VALUE PROPOSITION % IN-HOUSE AND OUTSOURCED A major factor of IN-HOUSE concern for companies that 80% keep their PEOPLEin- operations house STRATEGY EMPLOY CUSTOM CLIENTS EES ER 20% OUTSOUR CED Source: IDC May 2011. Customer care interaction services includes customer ser
Slide 23: Teleperformance Competitive Advantages
TELEPERFORMANCE COMPETITIVE ADVANTAGES • Knowledge and experience mix of senior management teams • TP Client Access to • Teleperformance Platinum Expertise and • Social Media Solution (e- Skills to Performance) Optimize CRM • Information Sharing Delivery Flexible and • Certifications Scalable • Glob
Slide 24: Certifications
TELEPERFORMANCE COMPETITIVE CERTIFICATIONS ADVANTAGES COPC CERTIFICATION PROCESS Teleperformance locations are in the process of obtaining certification to the COPC-2000® Standard. Several accounts have recently been awarded COPC certification, while others are nearing award, passing stress tests an
Slide 25: Social Media Solution: E-Performance
TELEPERFORMANCE COMPETITIVE SOCIAL MEDIA SOLUTION: E-PERFORMANCE ADVANTAGES Only a customer experience company can deliver this! buzz engageme monitorin insights nt g We will capture and Conduct more Key areas of classify all posts sophisticated interaction on social and comments on analysis regardi
Slide 26: Teleperformance Platinum
TELEPERFORMANCE COMPETITIVE TELEPERFORMANCE ADVANTAGES PLATINUM Gathering best practices of the Group from all around the world. OFFERING CUTTING GENERATING OUTSTANDIN SUPERIOR EDGE INSIGHTS PLATINUM G OPERATIONAL TECHNOLOGY ABOUT GUARANTEE HUMAN EXCELLENCE APPLIED TO CUSTOMERS’ APPROACH HELP PEOPLE
Slide 27: Nearshore/Offshore Destinations
TELEPERFORMANCE COMPETITIVE 24 NEARSHORE/OFFSHORE DESTINATIONS ADVANTAGES Teleperformanc e helps leverage the right locations by integrating the most advanced technology and proven practices with the most extensive deploymen t options 27
Slide 28: Centers of Excellence
TELEPERFORMANCE COMPETITIVE CENTERS OF EXCELLENCE ADVANTAGES At Teleperformance, we invest in creating workspaces that inspire. Our concept arose from best practices gathered from our campuses around the world, and consists in creating work spaces that demonstrate we care about our people, an enviro
Slide 29: Centers of Excellence
TELEPERFORMANCE COMPETITIVE CENTERS OF EXCELLENCE ADVANTAGES 29
Slide 30: State-of-the-Art Technology and Telephony
TELEPERFORMANCE COMPETITIVE STATE-OF-THE-ART ADVANTAGES TECHNOLOGY AND TELEPHONY exclusive tools GLOBAL designed to enhance productivity and increase PARTNERSHIP employee and customer’s satisfaction S Global partnerships to ensure access to new tools on first hand and ensure full support of the main
Slide 31: Discipline and Consistency of Best Global Practices
TELEPERFORMANCE COMPETITIVE DISCIPLINE ADVANTAGES AND CONSISTENCY OF BEST GLOBAL PRACTICES Detailed daily performance management different tools and process that ensures uniformity exclusive and quality management in all our programs around the world methodologies to increase quality and performance
Slide 32: Teleperformance People Strategy
TELEPERFORMANCE COMPETITIVE TELEPERFORMANCE ADVANTAGES PEOPLE STRATEGY COMMUNICATI RECRUITING TRAINING CAREER ON STRATEGY EMPLOYEES FIRST our recruiting Dedicated Teleperformanc with several we and selection approach to e has different acknowledge processes are guarantee developed a channels to all
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Slide 34: Teleperformance by the Numbers
TELEPERFORMANCE BY THE NUMBERS EVOLUTION 2008-2010 FIRST-HALF 2011 RESULTS NINE-MONTH 2011 REVENUE
Slide 35: Evolution 2008-2010: Revenues
EVOLUTION 2008-2010 REVENUES 2010 REVENUES BY REGION €M 2,058.5 Iberico - Europe and CAGR Latin Middle East 7.5 America % 28% 35% 1,847.7 1,784.8 2008 2009 2010 2011 37% Q4 RFT English NYSE:Euronext Stock Exchange symbol 5180 Speaking Debt free company, healthy cash flow Market and Capacity to inves
Slide 36: Evolution 2008-2010: EBITDA and EBITA
EVOLUTION 2008-2010 EBITDA EBITA €M 182.3 257.8 174.5 250.7 156.6 227.9 2008 2009 2010 2008 2009 2010 36
Slide 37: First-Half 2011 Results: Income Statement
FIRST-HALF 2011 RESULTS INCOME STATEMENT - KEY FIGURES EBITA ratio temporarily impacted by external factors € million H1 2011 2010 H1 2010 Revenue 1,061.9 2,058.5 983.2 Growth as reported + 8.0% + 11.4% EBITA before non-recurring 68.6 174.5 65.6 items 6.5% 8.5% 6.7% As a % of revenue EBIT 59.3 119.1
Slide 38: First-Half 2011 Results: EBITA Margin by Region
FIRST-HALF 2011 RESULTS EBITA MARGIN BY REGION € million H1 2011 2010 H1 2010 English-speaking market & 8.4% 10.9% 10.1% Asia-Pacific Iberico-Latam 7.8% 11.4% 11.1% Continental Europe & MEA -1.2% 0.4% -2.4% TOTAL EBITA 6.5% 8.5% 6.7% 38
Slide 39: Condensed Balance Sheet
FIRST-HALF 2011 RESULTS CONDENSED BALANCE SHEET A robust balance sheet June 30, Dec. 31, €M 2011 2010 € 1 = US$ 1.44 € 1 = US$ 1.34 Goodwill and intangible assets 774.3 808.3 Net tangible assets 246.0 256.0 Other non-current assets 5.6 1.3 Current assets 201.7 163.8 Capital employed 1,227.6 1,229.4
Slide 40: Nine-Month 2011 Revenue by Region
NINE-MONTH 2011 REVENUE REVENUE BY REGION Nine months 2011: Organic growth still robust Change € million 2011 2010 As Like-for-Like reported Nine months 1 ,553.2 1,470.4 + 5.6% + 5.5% English-speaking market & Asia- 607.6 542.0 + 12.1% + 10.5% Pacific Iberico-LATAM 456.5 415.3 + 9.9% + 12.8% Contine
Slide 41: Analysis of Revenue Growth
NINE-MONTH 2011 REVENUE ANALYSIS OF REVENUE GROWTH € million Reported growth: + 5.6% 1,553.2 + 80.2 + 36.9 - 34.3 9 1,470 1,473 months .4 .0 2011 Acquisitions * Currency effect Organic 9 growth 9 months months 2010 2010 Like-for- like * beCogent, U.S. Solutions Group Inc. 41
Slide 42: 2011 Revenue Distribution by Channel and Line of Business
2011 REVENUE DISTRIBUTION BY CHANNEL BY LINE OF BUSINESS INBOUND DEBT OTHERS COLLECTION ACQUISITION 80% 6%4% 14% TECHNICA L SUPPORT 20% 5% 56% CUSTOME 15% OTHER R OUTBOUN SERVICE D 42
Slide 43: 2011 Revenue Distribution by Shoring
2011 REVENUE DISTRIBUTION BY SHORING DOMEST IC 74% 26% OFFSHO RE 43
Slide 44: Top Clients and Client Distribution by Industry
2011 REVENUE DISTRIBUTION OUR TOP 10 CLIENTS CLIENT DISTRIBUTION BY INDUSTRY MOBILE 31% CLIENT SIZE REVENUE % PAY TV 12% TECHNOLOGY & TOP 1 6.7% ELETRONICS 10% FINANCIAL SERVICES 10% TOP 5 23.9% INTERNET 8% TOP 10 35.8% ENERGY 4% RETAIL 4% TOP 20 48.8% PUBLIC SECTOR 3% TOP 50 67.8% TRAVEL 3% INSURAN
Slide 45: 2011 Full-Year Objectives
2011 FULL-YEAR OBJECTIVES Targets confirmed despite a high basis of comparison with Q4 2010 Revenue growth forecast maintained Increase of between 2.5% and 5% - like-for-like EBITA margin Recurring EBITA margin of between 8% and 9% 45
Slide 46: Shareholding Structure as at November 2011
SHAREHOLDING STRUCTURE AS AT NOVEMBER 2011* CAPITAL OWNERSHIP CONTINENT AL EUROPE 16.00% UK 9.80% FRANCE** 29.40% 30.20% USA & CANAD A • TOP 100 SHAREHOLDERS REPRESENTING 85,4 % OF THE COMPANY SHAREHOLDING 46
Slide 47: Cash Flow and ROCE
FIRST-HALF 2011 RESULTS CASH FLOW & ROCE Estimates € million 2010 2011 Free Cash Flow 77 70 - 80 ROCE 13,0% – - BEFORE TAX 13,4% 13,5% 8,8% - - AFTER TAX 8,8% 9,0% 47
Slide 48: 2012 Goals and Strategy
TELEPERFORMANCE 2012 GOALS AND STRATEGY GOALS AND STRATEGY TELEPERFORMANCE ORGANIZATION CHART TELEPERFORMANCE LEADERSHIP PROFILE
Slide 49: 2012 Goals and Strategy
2012 GOALS AND STRATEGY • Continue to deliver organic growth. • Launch of e-performance : social media solution; • Launch TP client: TP proprietary CRM software; • Improvement of profit margins with a focus on recovery/improvement of euro top 5 markets. • External growth focused on US and emerging m
Slide 50: Teleperformance Organization Chart
TELEPERFORMANCE ORGANIZATION CHART TELEPERFORMANCE DANIEL JULIEN FINANCE OLIVIER RIGAUDY PROMOTE AND SERVICE DELIVERY DEVELOP PAULO CESAR SALLES DOMINIC DATO VASQUES BUSINESS TECHNOLOGY DEVELOPMENT MARKETING S.A.M. HRCM OPERATION EWAP CEMEA IBERO-LATAM BRIGITTE ALEJANDRO BRENT WELCH DAUBRY PEREZ 50
Slide 51: Leadership Profile: Daniel Julien
TELEPERFORMANCE LEADERSHIP PROFILE DANIEL JULIEN CHAIRMAN OF THE BOARD OF DIRECTORS CHIEF EXECUTIVE OFFICER • 59 years old • Created Teleperformance in 1978 51
Slide 52: Leadership Profile
TELEPERFORMANCE LEADERSHIP PROFILE PAULO CÉSAR SALLES DOMINIC DATO OLIVIER RIGAUDY VASQUES WORLDWIDE CHIEF WORLDWIDE CHIEF WORLWIDE CHIEF OPERATION OFFICER FINANCIAL OFFICER MARKETING OFFICER • Brazilian Citizen • US Citizen • French Citizen • 42 years old • 55 years old • 52 years old • Chemical En
Slide 53: Leadership Profile
TELEPERFORMANCE LEADERSHIP PROFILE ALEJANDRO PEREZ BRENT WELCH BRIGITTE PRESIDENT OF IBERO-LATAM PRESIDENT OF EWAP DAUBRY PRESIDENT OF • Mexican Citizen • US Citizen • French Citizen CEMEA • Chemical Engineer • 55 years old. • Master in Communication. • With Teleperformance for • Previously: Chief •
Slide 54: Thank you
thank you