Teleperformance

Group Overview
Including 2020 First-Half Results
Information

July 2020
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 description of these factors and
uncertainties, please refer to the “Risk Factors” section of our Registration Document,
available at www.teleperformance.com. Teleperformance undertakes no obligation to
publicly update or revise any of these forward-looking statements

2
 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.
EBITDA before non-recurring items (Earnings before Interest, Taxes, Depreciation and Amortization):
Operating profit before depreciation and amortization, amortization of intangible assets acquired as part of a business
combination, goodwill impairment charges and non-recurring items.
EBITA before non-recurring items (Earnings before Interest, Taxes and Amortization):
Operating profit before amortization of intangible assets acquired as part of a business combination, goodwill impairment
charges and non-recurring items.
Non-recurring items:
Principally comprises restructuring costs, incentive share award plan expense, costs of closure of subsidiary companies,
transaction costs for the acquisition of companies, and all other expenses that are unusual by reason of their nature or
amount.
Net free cash flow:
Cash flow generated by the business - acquisitions of intangible assets and property, plant and equipment net of disposals -
financial income/expenses.
Net debt:
Current and non-current financial liabilities - cash and cash equivalents.
Diluted earnings per share (net profit attributable to shareholders divided by the number of diluted shares and adjusted):
Diluted earnings per share is determined by adjusting the net profit attributable to ordinary shareholders and the weighted
average number of ordinary shares outstanding by the effects of all potentially diluting ordinary shares. These include
convertible bonds, stock options and incentive share awards granted to employees when the required performance
conditions have been met at the end of the financial year.
3
Detailed contents

Teleperformance at a glance p. 5-13

Teleperformance at a glance p. 6-9 A proven financial track record p. 12
Strategy & high-tech, high-touch approach p. 10-11 An agile and international organization p. 13

2020 first-half results p. 14-33

Key facts and figures p. 15-17 2020 first-half results p. 18-33

Outlook p. 34-35
2020 outlook and 2022 financial objectives p. 35

Appendices p. 36-53
Group overview – Additional information p. 37-45 Shareholding structure p. 52-53
Market & competitive environment p. 46-51

4
Contents

1. Teleperformance at a glance

2. 2020 first-half results

3. Outlook

4. Appendices

5
Teleperformance at a glance
A leading global group in digitally integrated business services

• #1 global leader in • 330k+ employees • 460 facilities

outsourced CX*
management

• Present in 80 countries

• Serving 1,000+** clients in

170+ markets

• Providing services in
265+ languages and dialects Countries where TP
operates

* Customer Experience ** 31,000 including LanguageLine Solutions (businesses, government agencies and individuals) 6
 Teleperformance at a glance
Mission: Teleperformance people, “all over the world, all around the clock”, helping people address
their day-to-day issues, in an ever more changing and complex environment
Providing high value-added digitally integrated services to corporates and government agencies

Customer experience
▪ Customer care &

Three-dimensionnal expertise
technical support
CX business Core Services & D.I.B.S ▪ Sales
services to ▪ Customer care &
▪ Accounts receivable

One-Office solution
technical support
corporates and ▪ Interpretation and Translation High value-added
▪ Sales
government ▪ Back-office services Digitally Integrated
agencies Middle/back-office
optimization services Business Services
▪ Customer care & ▪ Content moderation to “the Disrupted
technical support Specialized Services ▪ Industry specific business
▪ Sales process services
and the Disruptors”
▪ Interpretation and translation
▪ Back-office services ▪ Visa & consular services
▪ Visa & consular services
▪ Accounts receivable
▪ Accounts receivable Knowledge services
▪ Consulting services
▪ Advanced analytics
▪ Intelligent automation
7
Teleperformance at a glance
Geographic diversification
Group revenue breakdown Core Services & D.I.B.S.*
(H1 2020) revenue breakdown (H1 2020)
India &
Middle East
Specialized 9%
Services
12%
EWAP
37%

Core
Services & CEMEA
D.I.B.S.* 24%
88%

Ibero-LATAM
30%
* Core Services & D.I.B.S. split by linguistic region:
- EWAP English-speaking market and Asia-Pacific (the US, Canada, the UK, the Philippines, China, etc.)
- Ibero-LATAM Latin American countries (Brazil, Mexico, Colombia, etc.), Portugal and Spain
- CEMEA Continental Europe, Middle East & Africa
- India & Middle East India and ex-Intelenet activities in the Middle East
8
Teleperformance at a glance
Ongoing diversification
Expertise in many industries
% Revenue by vertical – details H1 2020 vs. 2013
47% • Increasingly diverse client base, now 1,000 clients+*

• Average tenure of client relationship is 13 years

16% 15% 14% 14% 14% (Top 50)
9% 11% 8% 10%
5% 6% 6% 6% 4%
4% 4%
• Global accounts** represent nearly 50% of total
3% 2% 2%

Group revenue

• E-clients represent 24% of Group’s revenue in H1

2020 (vs 5% in 2013)
2013 H1 2020 • Lower concentration caused notably by diversification
in new verticals, with recent large accounts won,
Multi-year trend of lower client concentration* particularly in the e-Economy
% Revenue – details 2019 vs. 2013
Top 50 56%
68%
• 90% of Teleperformance’s clients served with work-
from-home solutions
Top 10 26%
34%

Top 1 6% * Excluding LanguageLine Solutions (30,000 clients including individuals); Top 100 in 2019: 68%
7% ** Accounts served in more than 2 markets 9
2019 2013
Teleperformance at a glance
Strategy: succeeding in transformation

▪ Becoming a leading global group in digitally integrated business services

▪ A unique selling proposition to clients: Simpler, Faster, Safer, Better and More
Vision cost effective
▪ High-tech, high-touch position and strategy
▪ A clear development and CSR strategy creating value for all stakeholders

▪ Agile transformation to overcome the global health crisis

▪ Ongoing booming digitized disruption: disruptors and disrupted companies
Challenges and
opportunities
▪ End-to-end and more complex demand from global clients
▪ Enlarged addressable market: the worldwide business process management
market

▪ Strengthening the business model

M&A ▪ Specialized services
▪ US markets

10
Teleperformance at a glance
Succeeding in transformation: a unique high-tech, high-touch strategy

• Robust and reliable • Hire the right people: psychographic

IT architecture assessments, predictive recruitment

• Omnichannel HIGH-TECH HIGH-TOUCH models

• Coaching lab

• Automation and A.I • Managing with a purpose

• Data security • Global ecosystem: GPTW,

multicultural, local
• “Solution Architects team”
Lean Six
Sigma
• Excellence, discipline and culture of
Discipline continuous improvement and innovation

TP CLOUD CAMPUS: a remote Teleperformance campus combining the social rich

working environment of Teleperformance high-touch with proprietary TAP™
HT² Solution (Technology, Analytics, Process) tools and other highly advanced technologies of
Teleperformance high-tech 11
Teleperformance at a glance
A proven financial track record – 2012-2019
c. 14.5%
in 2022
700 14.3%
8 000 +9.9% +10.6% c. 7,000 13.3% 13.6% 15%
600
+7.9% +7.5% +9.0% +9.0% 10% 500 11.2%
+7.4% 5,355 10.3%
6 000 +6.9% 8% 400 9.1% 9.3% 9.7%
4,180 4,441 300 10%
4 000 3,3983,649 6% 200
2,758
2,347 2,433 4% 100
2 000 0 5%
2% 2012 2013 2014 2015 2016 2017 2018 2019 … 2022 ***
0 0%
2012 2013 2014 2015 2016 2017 2018 2019 … 2022 ***
Current EBITA Net profit – gr. share
Revenue Group LfL growth Current EBITA margin

400 3800 2.6x 2.6x 3,0x

9% 1.9x 2.1x
300 2800 2,0x
5.7% 5.0% 4.7% 1.1x
4.6% 5.2% 5.2% 4.4% 6% 0.8x
200 3.5% 1800 1,0x

100 3%
800 -0.4x -0.3x 0,0x

0 0% -200 -1,0x
2012 2013 2014 2015 2016 2017 2018 2019 2012 2013 2014 2015 2016 2017 2018 2019
PF* PF**
Net capex Net Free cash flow Net capex/revenue Net debt Net debt/EBITDA

* LanguageLineSolutions consolidated on a 12-month basis ** Intelenet consolidated on a 12-month basis *** See 2020 outlook and 2022 financial objectives slide 35 12
 Teleperformance at a glance
An agile and international organization
Daniel Julien*
Chairman and CEO
Olivier Rigaudy* • TAPs
8 executive committee
Deputy CEO and CFO • R&D members
• Marketing
Bhupender Singh* • Lean Six Sigma
Leigh Ryan* President of
Global Chief Legal • IT & CISO 35 enlarged management
Transformation
Officer
committee members,
Eric Dupuy*
including top country
Jeff Balagna* Scott Klein*
Agustin Grisanti* managers
President of
President of
Global Business Development Global co-COO’s - Operations
Specialized Services
• EWAP (EW/APAC) Miranda Collard
100 key Group managers
• CEMEA • LanguageLine Solutions
• IBERO-LATAM
Janine Woelki
Gustavo Mir González • TLScontact < 45 years, members of
• ARM
• D.I.B.S Chief Client Officers
the Crisis Transformation
Chief Administration Committee (CTC)
Officer/HR/Compliance/Training
Alan Winters

* Executive committee members 13

Contents

1. Teleperformance at a glance

2. 2020 first-half results

3. Outlook

4. Appendices

14
2020 first-half results
Key facts and figures
• H1 financial results show Teleperformance’s resilience in the face of adversity
• Sustained organic growth of +5.0%
• High profitability with 9.5% EBITA margin
• Net free cash flow up +11.6% to €192m

• Teleperformance achieves agile transformation to overcome the global health crisis

• Teleperformance “Protect x3” policy: employee health, business health, cash health
• A total of 220,000 employees now working from home after a transformation period of just two months
• Business continuity solutions with all clients
• More than €1.5 billion in liquidity available

• June 2020 results show business model recovery

• Strong commercial momentum
• New financial objectives for profitable growth in 2020 and 2022 outlook

15
2020 first-half results
An employer of choice
• “Best/Great Employer“ status confirmed for over 70% of Teleperformance’s global network
• Employee health and safety are priority #1 for Teleperformance
Teleperformance & Great Place to Work® Chartered Countries!
Teleperformance – A Best Employer Story (Overall certifications (1))

IBERO LATAM CEMEA INDIA & ME APAC EW

*
* * *
*
* *

*
*
*
Certified +70% *17
*
*
across
Employees work at a
subsidiary that has
76%
countries awarded
* been certified as a Of our people
renewal workwin
or first
in asince
GPTW1stcertified
*
23 Countries best employer company.
January
2020(2)

* *
Teleperformance
Spain
1 time
*
(1) GPTW + Best Places to Work (2) Renewal process for the other countries in the chart expected in H2
16
2020 first-half results
Succeeding in transformation: Teleperformance R&D innovation and agility
• TP CLOUD CAMPUS: a comprehensive virtual eco-system to ensure sustainability of work through remote management
(https://www.youtube.com/watch?v=D38-xVUuS5I)

A new work-from-home model launched in late 2019: recreating

the social rich working environment and career opportunities of
Teleperformance high-touch strategy, accessible from everywhere

Ensuring employee engagement and encouraging social

interaction

Same quality of the customer experience, agent productivity

and data security as with the on-site agent model

Also includes virtual working floors and solutions for online recruitment
Kernel campus in Lisbon
and training, personal support, with a gamification approach
17
2020 first-half results
Summary

€m H1 2020 H1 2019
€/$ exchange rate (12-month average) €1 = US$1.10 €1 = US$1.13 Highly resilient financial results
Revenue 2,660 2,564
• Solid improvement in business in H1: like-for-like
Reported growth +3.7% +23.9%
Like-for-like growth* (LFL) +5.0% +10.4% (LFL) revenue growth of +5.0%, accelerating in
June
EBITDA before non-recurring items* 450 505
% of revenue 16.9% 19.7% • EBITA before non-recurring items: €253 million,
or 9.5% of revenue
EBITA before non-recurring items* 253 327
% of revenue 9.5% 12.8%
• Diluted EPS: €1.08
Operating profit 154 255

Net profit - Group share 63 145

Diluted earnings per share (€)* 1.08 2.49
* For the definition of the financial indicators mentioned in the charts and tables, please refer to the Alternative Performance Measures in the appendix

18
2020 first-half results
Revenue growth analysis

+5.0% LFL
+127 2,660
2,564 (31) 2,533 • Revenue growth: +5% LFL
(+3.7% as reported)

• Unfavorable currency effect: decline

against the euro in the main Latin
American currencies and the Indian
rupee, despite the positive impact
from the stronger US dollar

H1 2019 Currency effect H1 2019 at Like-for-like H1 2020

constant growth (LFL)
exchange rates
19
2020 first-half results
A proven financial track record – 2012-2020

• H1 2020 is the 16th straight half-year of like-for-like growth of at least +5%

Half-year like-for-like growth (vs. same period of prior year) since H2 2012
12%
10% 11%
10%
10% 10% Average quarterly
10%
10% like-for-like growth:
8%
8%
8%
8%
8% c. +8%
8% 8%
7% 7% 7%
6%
5% Estimated
average annual
4% market growth*:
c. +4%
2%

0%
H2 H1 H2 H1 H2 H1 H2 H1 H2 H1 H2 H1 H2 H1 H2 H1
2012 2013 2014 2015 2016 2017 2018 2019 2020

* Source: Everest, HFS Research 20

2020 first-half results
Monthly LFL growth vs. last year

15%

V-shaped monthly LFL growth:

10% • January-February: LFL growth
above +7% guidance

• March 15-May 30: site

5% shutdowns and travel bans

• June: very strong LFL growth,

except for TLScontact, still
0% impacted by extremely low
visa demand

-5%

Group 21
 2020 first-half results
Revenue by activity

2020 2019 Change (%) Core Services & D.I.B.S.:

Revenue (€m) Like-for-like* (LFL) Reported
H1 Q2 H1 Q2
H1 Q2 H1 Q2
+7.3% LFL growth, above
the initial +7% Group
Core Services & D.I.B.S. 2,344 1,165 2,221 1,115 +7.3% +7.9% +5.6% +4.5% guidance despite the depths
- EWAP 856 425 801 401 +4.8% +4.9% +6.9% +6.0%
of the Covid-19 crisis from
March 15 to May 30
- Ibero-LATAM 711 355 645 329 +18.5% +18.8% +10.2% +7.9%
- CEMEA 562 288 519 257 +8.3% +12.9% +8.1% +12.1%
Specialized Services:
- India & Middle East 215 97 255 129 -13.3% -19.8% -15.5% -24.3%
-9.7% LFL growth, a decline
Specialized Services 316 142 344 178 -9.7% -21.0% -8.1% -20.2% due to extremely low
demand in TLScontact
Total 2,660 1,307 2,564 1,293 +5.0% +3.8% +3.7% +1.1%

* At constant exchange rates and scope of consolidation

22
2020 first-half results
Margin by activity

H1 2020 H1 2019
Recurring EBITA (€m)
€m Margin €m Margin

Core Services & D.I.B.S. 171 7.3% 215 9.7% • H1 margins impacted in all
- EWAP 44 5.1% 58 7.2%
activities:
- Ibero-LATAM 62 8.7% 69 10.7% • Lockdowns, especially in Tunisia,
- CEMEA 22 3.8% 32 6.2% Philippines and India
- India & Middle-East 18 8.4% 39 15.3% • Work-at-home agent (WAHA)
- Holding companies* 25 - 17 - transformation costs
Specialized Services 82 26.1% 112 32.6% • Travel bans (no visa business for
TLScontact)
Total 253 9.5% 327 12.8%

* Group holding companies relating primarily to Core Services & D.I.B.S.

businesses

23
2020 first-half results
Core Services & D.I.B.S. – English-speaking market & Asia-Pacific (EWAP)

• Lockdowns in Philippines
• Reduced demand in travel and accommodation
• Return to solid growth in APAC: China and Malaysia

Revenue (€m) +4.8% LFL EBITA (€m)

801 856
% of revenue
+4.9% LFL
58
401 425
44
7.2%
5.1%

Q2 Q2 H1 H1 H1 2019 H1 2020
2019 2020 2019 2020

24
2020 first-half results
Core Services & D.I.B.S. – Ibero-LATAM

• Booming growth sustained in H1, despite the health crisis: Teleperformance has just been named
Company of the Year in the Contact Center outsourcing services industry in Latin America by Frost
& Sullivan
• Strong e-commerce, e-services & financial services wins in H1
• Margin impacted by WAHA transformation costs

Revenue (€m) +18.5% LFL EBITA (€m)

711
645 % of revenue
+18.8% LFL 69
62
329 355
10.7% 8.7%

Q2 Q2 H1 H1 H1 2019 H1 2020
2019 2020 2019 2020

25
2020 first-half results
Core Services & D.I.B.S. – Continental Europe & MEA (CEMEA)
• H1 growth significantly above market
• Revenue: contrasting situations
• Revenue down in countries with strict lockdowns: France, Tunisia, Italy
• Revenue up in the rest of the region
• Temporary margin erosion
• WAHA transformation costs
• Lockdowns in Tunisia

Revenue (€m) +8.3% LFL EBITA (€m)

562 % of revenue
519
+12.9% LFL
32
288 22
257
6.2%
3.8%

Q2 Q2 H1 H1 H1 2019 H1 2020
2019 2020 2019 2020

26
2020 first-half results
Core Services & D.I.B.S. – India & Middle East
• Significant decrease in revenue
• Limitation to WAHA transformation
• Major site lockdown in India
• Margin heavily compressed by numerous site closures

Revenue (€m) EBITA (€m)

-13.3% LFL % of revenue

-19.8% LFL
255 39
215
129 18
97
15.3%
8.4%

Q2 Q2 H1 H1 H1 2019 H1 2020
2019 2020 2019 2020
27
2020 first-half results
Specialized Services
• Decline in revenue explained by the near-shutdown of TLScontact business since April, in the wake of travel restrictions
and border closures
• LanguageLine Solutions overcame the impact of the health crisis in healthcare and returned to strong growth in June,
supported by its solid delivery model based on interpreters working from home
• Sharp margin contraction for TLScontact despite prompt implementation of cost measures
• Resilient, high EBITA margin for LanguageLine Solutions

Revenue (€m) -9.7% LFL EBITA (€m)

% of revenue
344
-21.0% LFL
316 112

82
178
142
32.6% 26.1%

Q2 Q2 H1 H1 H1 2019 H1 2020
2019 2020 2019 2020

28
2020 first-half results
Operating profitability

€m H1 2020 H1 2019 Change • EBITA margin of €253 million or 9.5% of

Revenue 2,660 2,564 +3.7%
revenue

EBITA before non-recurring items 253 327 -22.8%

% revenue 9.5% 12.8% • Operating profit of €154 million reflects
the impact of:
Amortization of intangible assets (88)* (56)
• Expenses incurred to protect employees
Non-recurring items (10) (16) and deploy WAHA during the peak of the
- Performance share plan (10) (11) crisis for €22 million, partially offset by rent
- Others - (5)
reductions for €3 million and various
Operating profit 154 255 -39.4% government support measures for €4
million
* Including goodwill impairment for €(34)m related mainly to French-speaking markets
• Goodwill impairment for €34 million
related mainly to French-speaking markets
• Write downs on receivables for €10 million

29
2020 first-half results
Earnings performance

€m H1 2020 H1 2019 Change • Higher effective tax rate owing to

Operating profit 154 255 -39.4% impairment losses on goodwill
Financial result (50) (47) • Decline in net financing costs related to
Income tax (41) (63) debt before the impact of IFRS 16
Effective tax rate 39.5% 30.1%

Minority interest - -
• Net profit - Group share: €63 million
Net profit - Group share 63 145 -56.6% • Diluted earnings per share: €1.08
Diluted earnings per share (€) 1.08 2.49 -56.6%

Weighted average number of shares* (m) 58.7 58.5

* Used to calculate diluted earnings per share

30
2020 first-half results
Cash flow

€m H1 2020 H1 2019
• Net free cash flow: €192 million, up +11.6%
Cash flow* 232 286
• Capex ratio at 4.5% of revenue, up from 3.9% in
Change in working capital 80 (13) 2019
Net capital expenditure (120) (101)
% revenue 4.5% 3.9% • Rapid expansion of WAHA during the health
crisis
Net free cash flow* 192 172
* After lease payments, interest paid and taxes • Ongoing expansion and new sites reflecting
strong client demand, notably in the Ibero-
LATAM region

• Decrease in WCR (inflow) reflecting the attention

paid throughout the period to outstanding
receivables and postponement of payments on
certain tax liabilities

31
2020 first-half results
Balance sheet summary

€m 06/30/2020 12/31/2019
€1 = US$1.12 €1 = US$1.12
Non-current assets 4,643 4,836
o/w intangible assets 3,337 3,479
Working capital* 583 731

Total net assets 5,226 5,567

Equity 2,372 2,569

Provisions and deferred tax liabilities 319 333
Net debt** 2,535 2,665

Total equity and net liabilities 5,226 5,567

* Defined as: trade receivables + current income tax receivable + other current and financial assets
– trade payables – current income tax – other current liabilities
** Including €653m in lease liabilities (IFRS 16)

32
 2020 first-half results
Financial position
2,665 (192)
+141 (76)
2,535 • Solid financial structure
(3)
• Over €1.5 billion in liquidity
• Decrease in net debt of €130 million
compared with end of 2019
• S&P credit rating confirmed BBB-
Investment Grade in April
Net debt as of Net free cash Financial Dividend Other* Net debt as of
12/31/2019 flow investments 06/30/2020

* Other items include

FX (58)
Other (18)
Total (76)

33
Contents

1. Teleperformance at a glance

2. 2020 first-half results

3. Outlook

4. Appendices

34
Outlook
2020 outlook and 2022 financial objectives

▪ 2020 outlook

• More dynamic growth expected in H2 2020 vs. H1 2020

• Annual like-for-like revenue growth of around +6%

• EBITA margin before non-recurring items of at least 12.5%

▪ 2022 financial objectives:

• Revenue of around €7 billion in 2022, including acquisitions in high added-value services

• Annual average like-for-like revenue growth of at least +6% per year over 2020-2022

• EBITA margin of around 14.5% in 2022

35
Contents

1. Teleperformance at a glance

2. 2020 first-half results

3. Outlook

4. Appendices

36
APPENDICES

Group overview –
Additional information

37
Group overview – Additional information
Over 40 years at the forefront of customer experience and business services outsourcing
Digitally Integrated Business Services

Digital Customer Experience

Customer Experience

330k+
employees
2012
Full control 2018
of Acquisition of
2008 TLSContact Intelenet and launch
1998-2002 Acquisition of (UK) of Digital Integrated
Started operations The Answer
in Latin America: Business Services
Group (US) 2014
acquisitions in Acquisition of
Argentina and Aegis USA
1996 Brazil
Started (1998) and Mexico
1993 operations, (2002)
Started including the 2010
1986 operations Philippines Acquisition of 2016
1978 First listed on BeCogent (UK)
in the US Acquisition of
Founded in the Paris stock 2007 and Teledatos
France, with 12 LanguageLine
market Acquisition of (Colombia) Solutions
employees in Alliance One
telemarketing

1978 1990 2000 2010 2020 38

 Group overview – Additional information
CSR roadmap integrated to the Group’s strategy and history
Formal launch of an all-encompassing GLOBAL
CSR Committee with the main objective to 1st global BPO in receiving Binding
Corporate Rules (BCRs) 1st Integrated report GRI
apply all CSR principles in the way
Teleperformance operates Entry into the GC Advanced
Signature of the UN Global Compact (UNGC) Comprehensive Risk Mapping and
club from Global Compact
committing to uphold a set of core values in revised Code of Conduct against
Published the Code of Ethics, Anti-corruption
the areas of Human Rights, Labour Principles, Corruption Updated the environmental
policy and the Environmental policy
Environment & Anti-corruption policy
Global Ethics Hotline
New CSR training module for all new hires COTW reaches US 40M in donations

2018
2013

2019

2020
2011

2016
2006

2008

2015
Formal launch of Citizen Formal launch of First report on Revised security, compliance Named a Global Director for
of the World Initiative Citizen of the Planet environmental data and privacy policies into the Corporate Social Responsibility
(COTW), an expansive Initiative (COTP) and Group carbon GECSP
social responsibility footprint Enterprise-wide certification for
program incorporating a Upgraded Group Grievance “Social Responsibility Standard”
charitable initiative New policies: Human mechanism from Verego for the 6th
Rights statement, consecutive year
First launch of the Annual privacy policy (GESP -
Employee Satisfaction Global Essential Updated the Diversity & Inclusion
survey (E-Sat) Security Policies), policy, Health & Safety and the
Equal Opportunity, Supplier Code of Conduct
Health & Safety,
Supplier policy
39
 Group overview – Additional information
Corporate Social Responsibility: three commitments for one objective

2 Become the leading

global reference in the
3
Preferred employer on the Group’s market market for an effective
• Employee engagement & well-being and sustainable value
• Health & Safety
• Human Rights
creation model for all
stakeholders
Force of Good
• Impact on local employment
• COTW*: Sustain local communities
TP DNA
• COTP**: Promote a sustainable use A trusted partner to all Group’s stakeholders
of natural resources Each Interaction Matters
Human Touch
Diversity & Inclusion
Shareholders Clients Customers
• Long-term value • Strategic partner • Customer Experience
• Transparency • Innovation • Data security
* COTW: Citizen of the World • Business ethics
** COTP: Citizen of the Planet
(1) More details in the Teleperformance 2019 Integrated Report - https://www.teleperformanceinvestorrelations.com/media/5468921/teleperformance-2019-integrated-report.pdf 40
Group overview – Additional information
Corporate Social Responsibility: key 2019 figures
Be a preferred employer
• 25,000 net jobs created in 2019
• 22 Best Employer certifications covering 70% of the workforce
• 99.3% of TP’s employees have a base salary higher than the living wage (excluding bonus)
• 69% of non-agent positions filled internally
Diversity & inclusion
• 50% women in the Group and 24% in the Group’s Management Committee
Be a Force of Good
• €1.0 of direct added value generated by Teleperformance in a country => €2.4 of total added value
for the country
• €4.9m raised for charities and 82,000 volunteer hours
• -4.2% decrease yoy carbon footprint per employee 41
Group overview – Additional information
Smart shoring: a unique offering of worldwide broad sourcing mix

• Network of 33 offshore/nearshore locations around the world Increasing share of

• The only industry player able to offer worldwide integrated nearshore & offshore*
domestic, nearshore & offshore solutions

54%
65%

+ 11 ppt
46%
35%

2010 2019
% of nearshore & offshore revenue
% of domestic revenue

* in Core Services & D.I.B.S. activities 42

 Group overview – Additional information
Smart shoring: rapid deployment of work-at-home agents in 2 months in response to Covid-19
c. 170,000**
180000 WAHA* on June 30th

160000

140000

120000

100000

80000

60000

40000

20000
c.5,000
WAHA* at YE19
0
31/12/2019 … 18/03/2020 22/03/2020 24/03/2020 01/04/2020 06/04/2020 12/04/2020 19/04/2020 27/04/2020 30/05/2020 30/06/2020

* Work-at-Home Agent ** 220,000 including support functions 43

Group overview – Additional information
Smart shoring: multilingual hubs in Europe and Asia

• Solutions adapted to each market’s needs

• Strong support to gain market share in
CEMEA, with promising development in Asia
• Gathering native speakers from different
Spain Greece
locations in one hub to deliver the best
service for Pan-European and Asian mid-size
programs Portugal

• Serving 140 countries from main 5

centralized locations in more than 40 Malaysia
languages
• Latest premium multilingual hub opened in
Malaysia in May 2017, offering services in
25 languages
Egypt
44
Group overview – Additional information
Security: a reference in the industry
Examples of key certifications
• The BCR (Binding Corporate Rules) is a legal
received by Teleperformance
document outlining the Group’s compliance,
privacy and security program
• Teleperformance received notification from the
CNIL* that its BCRs were approved in February
2018
• Teleperformance is the only BPO** company
that has gained approval for BCRs
• The BCR approval was a factor in
Teleperformance becoming GDPR (General Data
Protection Regulation) compliant in May 2018
• Launch of the Eagle Project in 2019, a new
program of investments in cybersecurity

* French data protection authority ** BPO: Business Process Outsourcing 45

APPENDICES

Market and competitive environment

46
Market and competitive environment
#1 WW in a changing CX core market still poorly outsourced but highly disrupted

CX Outsourcing rate in 2018 (%)

VERTICAL DISRUPTED DISRUPTORS

25% Retail Bricks & Mortar E-commerce

Entertainment & Pay TV Cable & Satellite Streaming

75% Banking, financial services
and insurance Banks Fintechs

Transportation Taxi Sharing economy platforms

In-house Outsourced
Source: Everest (2019)
Accommodation Hotels Sharing economy platforms
Teleperformance revenue generation
with e-clients (%)
95%
76%
• Helping disrupted companies to navigate the digital
transformation
24% • Being the natural partner of the disruptors to help them
5%
deal with the “frictions” of the real world
2013 H1 2020
E-clients Other 47
Market and competitive environment
Teleperformance’s transformation is leading to a broader competitive environment (1/2)
• Worldwide leader in the outsourced CX market ($60-86B in 2018*) with a unique global diversified positioning
• Group’s transformation leads to:
• Significant outperformance vs. CX peers
• Enlarged addressable market: the worldwide business process management market

Main competitors in the customer Average growth in revenue p.a. EBIT margin evolution over
experience management market over the 2011-2018 period*** the 2011-2018 period***
(Revenue in US$m – FY 2018)
+11% +510 bps
6000
5000
4000
3000
2000 +2%
1000
-110 bps
0
* Main 4 competitors Teleperformance Main 4 competitors Teleperformance
average average

Source: HSF (2019) Source: Companies annual reports Source: Companies annual reports
* Source: Everest, HFS (2019) ** Merged with Convergys within the Synnex Group; 2018 revenue of *** Sample includes: Atento, Convergys, Sykes and Teletech; data covers the 2011-2017
Concentrix includes the contribution from Convergys as of Q4 2018 period for Convergys, before it was merged with Concentrix into the Synnex Group 48
Market and competitive environment
Teleperformance’s transformation is leading to a broader competitive environment (2/2)
• Enlarged competitive environment reflects growing complexity and increasingly integrated demand from the
clients

Direct competitors (CCO)* ITO/BPO companies** Consulting Firms

Atento Cognizant Accenture

Concentrix/Convergys**
Enlarged and growing EXL Cap Gemini
business process
Sykes Genpact
management market: 4 to
Teletech 6 times larger than the Infosys
Webhelp customer experience Tata Consulting Services
market Wipro
WNS
* Contact Center Outsourcing * IT Outsourcing/Business Process Outsourcing

* *Merged with Convergys within the Synnex Group; 2018 revenue of

Concentrix includes the contribution from Convergys as of Q4 2018
49
Market and competitive environment
Leveraging an ecosystem of technology players and partners

Not exhaustive

Automation

Omnichannel
Contact
Center

Analytics and
AI

50
Market and competitive environment
Numerous awards won in the industry

51
APPENDICES

Shareholding structure

52
 Shareholding structure
International capital ownership*

• Listed on the NYSE Euronext Paris market – free float ~100%

• An international shareholding structure reflecting the Group’s global footprint

United Kingdom
14%
** Other includes % capital
North
America
34% • Daniel Julien 2%
Institutional Continental
Other**
12%
investors Europe • Retail investors,
88% (excl. France) incl. TP’s 8%
23% Asia employees
4%
• Brokers 2%
France
25%

* As of March 2020 53
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