A Brief Introduction

to Teleperformance Greece
Athens, May 2016

STATEMENT OF CONFIDENTIALITY:
All information contained in this document is proprietary to Teleperformance Group,
Inc. and is submitted to your company with the understanding that it will be held in
the strictest confidence and will not be disclosed, duplicated or used, in whole or in
part, for any purpose other than the evaluation of the document and related contents.
TELEPERFORMANCE GROUP
Teleperformance at a Glance
Multichannel Customer Experience Company
Our People Strategy
Market Recognition
Revenue Distribution
What makes us Best Partner
TELEPERFORMANCE AT A GLANCE
The Worldwide Leader in Multichannel Customer Experience Management

Serving
Founded in
Operations in
311 147,000 75 190,000
2015 revenue

1978 65 Contact Centers workstations

163 different
employees
3.4 Bn
countries Markets languages

3
Every Year, we interact with more than

35% of the worlds population

Were a truly Multichannel Customer Experience Company

235 M 78 M 10 M 5M
interactions via transactions handled Interactions on Face-to-face interactions
web channels in BPO non-interaction social media (visa process)
(email, chat, click-to-call, etc.)

4
OUR PEOPLE STRATEGY
A Business Model Focused on People

EMPLOYEES CUSTOMERS CLIENTS

A happy employee ...a happy customer, ...a happy client, that
makes that makes makes a happy shareholder

190,000+ 35% 750+

Employees of the worlds clients served,
We interact with population among the largest
Annually companies in
the world

5
MARKET RECOGNITION
Were recognized as the worldwide leader and trendsetter by the most
important independent market analyst rankings

Considerer an One of the Over the last 8 A global leader One of the One of the
IDC Market leaders in years, we won in contact best best
Scape Leader Gartner magic 33 Frost & center companies employers in
worldwide quadrant for Sullivan global outsourcing to work for several
five awards in delivery for in several regions
consecutive every major two regions for
years region of the consecutive consecutive
world years years

6
2014 REVENUE DISTRIBUTION

BY SHORING BY TYPE OF SERVICE

Other
(Training / etc.)

Others Back-Office / BPO

2.4% Market Research

0.5%
71% Account Receivable
3.6% 0.6%
Management
4.9%
NEARSHORE Customer Acquisition /

13% Sales
8.6%
OFFSHORE
Customer Service / Care
20.5% DOMESTIC Technical Support 59.5%
66% 20.4%
29%

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2014 REVENUE DISTRIBUTION

OUR TOP CLIENTS CLIENT DISTRIBUTION BY INDUSTRY

Wireless / Mobile Telecommunications 20%

CLIENT SIZE REVENUE %
Technology and Consumer Electronics 12.5%
TOP 1 7.3% Cable / Satellite Providers / Pay TV 10.7%
Financial Services and Banks 10.4%
TOP 5 22% Broadband Internet / DSL and ISP 9.1%
Insurance (Life/ Health/ Auto/ Home/ Other) 6.2%
TOP 10 33.7% Government and Public Administration 5.2%
Travel/ Tourism and Accommodation 4.6%
TOP 20 46.8% Energy and Utilities 4.5%
Retail/ E-retailers and Wholesale Trade 4.1%
TOP 50 64.9%
Media and Entertainment 1.9%
Transportation and Logistics
TOP 100 79.2% 1.7%
Consumer Goods 1.7%
Local/Long Distance Wired Communications 1.3%
Average tenure of client relationship is between Healthcare and Pharmaceutical 1.1%
10 and 12 years depending on the top-client Business Services 1.1%
segment
Automotive (Dealers and Manufacturers) 0.5%
Others 3.3%
Our top client represents less than 7.3% of our
revenues

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WHAT MAKES US THE BEST PARTNER?

MULTICHANNEL SOLUTIONS.
INTEGRATED EXPERIENCE ACROSS ALL CHANNELS.
WE ARE
EVERYWHERE,
Teleperformance is the worldwide leader in multichannel customer WHEREVER YOU
experience management. We currently interact with more than 35% NEED.
of the worlds population.

We are the only truly

WE ARE A PEOPLE
COMPANY.
E.SAT = C.SAT = K.SAT
Each interaction is a moment of
truth. The key factor to deliver an
outstanding customer experience is
a motivated and engaged team. We
are proud of our 190,000
professionals.
CUSTOMER EXPERIENCE EXPERT.
WE LEARN AND IMPROVE WITH EACH
INTERACTION.
Over 36 years of experience, investment and
applied learning to continuously optimize
customer interaction preferences for each
generation and every culture for the worlds
biggest and most successful brands.
multinational company in the
industry serving 163 markets
from 65 countries - the most
effective global footprint by far.
COMMITMENT TO
EXCELLENCE.
WE UNDERSTAND AND DELIVER.
We are recognized as the #1 global
company in our field by all major
independent analysts rankings for our best
practices in performance management,
processes and tools, which ensure
consistency and efficiency for the worlds
largest companies in all verticals.
TELEPERFORMANCE GREECE
Teleperformance Greece at a Glance
Market Certifications
Market Awards
Key differentiators
Revenue Distribution
Multilingual Solutions
Client Base
Personnel & Recruiting Capabilities
A Great Place to Work
TELEPERFORMANCE GREECE AT A GLANCE
Highlights

Company founded in markets served

1989 130+
Gjirokaster

languages
employees & dialects

4,300+ 34
Athens

contact opening
centers hours
Chania

4 24 x 7
MARKET CERTIFICATIONS
Teleperformance Greece - strong certifications to ensure superior quality to Clients

COPC OSP Standard

Release 5.2 ISO/IEC 27001:2005
by COPC Inc. by BSI Assurance UK Limited

ISO 9001:2008 PCI DSS TOPS & BEST

by TUV Nord Cert GmbH by Security Metrics
by Teleperformance Group

12 12
MARKET AWARDS
Teleperformance Greece - Global recognitions

Gold Medal Social Responsibility Standard

Green Contact Center by VEREGO
by ContactCenterWorld

Sliver Medal
BEST WORKPLACE
by Great Place to Work
Best Contact Center
by ContactCenterWorld

13 13
KEY AREAS AND SERVICES
Key differentiators

Account
Technology Customer Receivables
E-mail Consumer Acquisition Management
Electronics
Inbound Financial
Services
Customer Technical
Telecommunication Service Support
Travel &
Tourism
Retail
Outbound Chat Social
Media &
Services Media Entertainment
Insurance Automotive

Back Office Healthcare

Teleperformance Greece in Athens delivers services to over 40 clients as a

Domestic, Offshore and Multilingual destination
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2015 REVENUE DISTRIBUTION

CLIENT DISTRIBUTION BY LINE OF BUSINESS

BY SHORING
23%

Technical Support 60.25%

77%
Customer Care 21.27%

Multilingual Domestic

Customer Acquisition 8.60%

BY CHANNEL 1%
7%
10% Debt Collections 6.50%

Other 3.39%
20%
61%

Inbound Outbound e-mails Chats Back Office

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MULTILINGUAL SOLUTIONS Multilingual
Markets currently served Operations
started in
2004

Serving
Teleperformance helps leverage the 130+
right locations markets

by integrating the most advanced

technology and proven practices with
Manages
the most extensive programs in

deployment options, 34
languages
combining resources to provide a & dialects

seamless and
enriched customer
2,800+
experience Multilingual
employees

Employees from
78
nationalities

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MULTILINGUAL SOLUTIONS
Expertise in 34 different languages & dialects
LANGUAGES SUPPORTED (a-z)

Arabic Bulgarian Croatian Czech Danish Dutch English Estonian

Finnish French Fyrom German Greek Hebrew Hungarian

Italian Latvian Lithuanian Norwegian Polish Portuguese Romanian Russian

Serbian Slovak Slovenian Spanish Swedish Turkish Ukrainian

Dialects include: Bosnian, Flemish, North African French and Latin American Spanish.
ACTIVE CLIENT BASE
Multilingual Operations
Manufacturer of
Smartphones - PCs
MP3players - Tablets

Technology Technology Technology

Vertical & Consumer & Consumer Financial & Consumer
Electronics Electronics Electronics
Client Since 2004 2013 2007 2001
Customer Acquisition, Customer Acquisition,
Customer Service
Customer Service & Customer Service Customer Service & Money
Services & Technical Support
Technical Support & Technical Support Transfer Services
(Tier 1 & 2)
(Tier 1 & 2) (Tier 1 & 2)
Voice, e-mail, chat, Voice, e-mail, chat,
Channels Voice & e-mail Voice & e-mail
Social Media Social Media
Arabic, Bulgarian
Croatian, Czech, Danish, Dutch,
Estonian, Finnish, Fyrom, Bulgarian, Croatian, Czech,
Bulgarian, Dutch, English,
French, German, Greek, Dutch, French, German,
Languages Arabic, English, French, French, German, Italian,
Hebrew, Hungarian, Italian, Greek, Hungarian, Italian,
Supported German, Italian, Greek, Italian, Portuguese,
Latvian, Lithuanian, Polish, Romanian, Russian,
(a-z) Spanish, Turkish Romanian, Spanish,
Norwegian, Polish, Portuguese, Slovenian, Turkish,
Swedish, Turkish
Romanian, Russian, Serbian, Ukrainian
Slovakian, Slovenian, Spanish,
Swedish, Turkish
Number of
942 468 221 193
Employees
KSAT 2015 10/10 10/10 10/10 6/10
ACTIVE CLIENT BASE
Multilingual Operations

Technology Technology Technology Technology

Vertical
& Consumer Electronics & Consumer Electronics & Consumer Electronics & Consumer Electronics

Client Since 2014 2006 2014 2015

Management Customer Service & Customer Service &

Technical Support
Services of Partner & Technical Support Technical Support
(Tier 1 & 2)
Mid-Market Sales (Tier 1 & 2) (Tier 1 & 2)

Voice, e-mail, chat,

Channels Voice & e-mail Voice, Chat & Letters Voice & e-mail
Social Media

Arabic, Czech, Danish,

Dutch, English, Danish, Dutch, English,
Languages Arabic, English, French, Finnish, French, German,
French, German, Greek, Finnish, French, German,
Supported Greek, Portuguese, Greek, Hebrew, Italian,
Italian, Portuguese, Greek, Italian, Polish,
(a-z) Turkish Norwegian, Polish, Russian,
Spanish Portuguese, Spanish,
Swedish, Turkish
Swedish

Number of
138 123 116 88
Employees
KSAT 2015 7/10 8/10 10/10 10/10
ACTIVE CLIENT BASE
Multilingual Operations

Technology Technology
Vertical Telecoms & Consumer Financial & Consumer Pay TV
Electronics Electronics
Client Since 2014 2006 2016 2010 2015
Customer
Customer
Acquisition,
Acquisition, Technical Support
Services Customer Service Customer Service Customer Service,
Technical Support (Tier 1)
Technical Support
(Tier 1 & 2)
(Tier 1)
Channels Voice & e-mail Voice & e-mail Voice Voice, e-mail Voice
Bulgarian, German,
Languages Greek, Hebrew, English, French,
English, Greek,
Supported French, German Hungarian, Polish, German, Italian Norwegian
Hebrew, Swedish
(a-z) Romanian, Russian, Russian, Spanish
Serbian, Slovenian
Number of
79 64 62 47 45
Employees
KSAT 2015 9/10 10/10 / N/A /
ACTIVE CLIENT BASE
Multilingual Operations

Technology Manufacturing /
Vertical Automobile E-commerce FMCG
& Consumer Electronics Goods
Client Since 2014 2011 2008 2015 2016
Customer Service &
Services Customer Service Technical Support Inbound Sales Customer Service Customer Service
(Tier 1 & 2)
Channels Voice & e-mail Voice, e-mail, chat Chat Voice & e-mail Voice & e-mail
Arabic, Dutch, English,
Languages French, German,
German, Italian,
Supported Hebrew, Italian, German Hebrew, Romanian Danish, Swedish
Spanish
(a-z) Portuguese, Russian,
Spanish, Turkish
Number of
26 25 14 12 6
Employees
KSAT 2015 10/10 10/10 N/A N/A N/A
ACTIVE CLIENT BASE
Local Operations

Vertical Telecoms Financial Financial Telecoms Financial Financial

Client Since 2003 2003 2007 2005 2005 2000

Customer Acquisition,
Customer Service, Debt Collection,
Facilities Customer Debt Debt
Services Technical Support Facilities
Management Service Collection Collection
(Tier 1 & 2), Management
Back Office

Channels Voice Voice Voice Voice Voice Voice

Languages
Supported Greek Greek Greek Greek Greek Greek
(a-z)
Number of
343 156 135 111 105 82
Employees
KSAT 2015 9.5/10 10/10 N/A 9/10 9/10 N/A
ACTIVE CLIENT BASE
Local Operations

Technology
Vertical Online Betting Retail Retail & Consumer Pharmaceutical
Electronics
Client Since 2014 2013 2012 2004 2007

Customer
Facilities Facilities
Services Customer Service Acquisition, Customer Service
Management Management
Customer Service

Voice, Voice, e-mail, Voice, e-mail,

Channels Voice Voice, e-mail
e-mail & Chat fax, chat, letters fax, chat, letters

Languages
Supported Greek Greek Greek Greek Greek
(a-z)
Number of
38 20 20 18 7
Employees
KSAT 2015 8/10 9/10 N/A N/A N/A
ACTIVE CLIENT BASE
Local Operations Other Clients
PERSONNEL & RECRUITING CAPABILITIES
Strong expertise across all EMEA languages

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A GREAT PLACE TO WORK

2015 E-SAT RESULTS & ENGAGEMENT SCORES 2015 ANNUALIZED ATTRITION PER SHORING

Domestic 8.00%
Net Promoting Score +28%

Site Average 12.51%

< 1.05%
13.55% average monthly
8,6 attrition rate

Engagement Score 69%

13.68% Multilingual 14.51%

Net Promoting Score conducted by

Engagement Score conducted by

2
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 Tavros Site Kallithea Site
Kallithea

Chania Site

27
Tavros Site

Gjirokastr Site
GREAT WORK ENVIROMENT
The best workplace for our people
GREAT WORK ENVIROMENT
The best workplace for our people
 FOR MORE INFORMATION:

www.teleperformance.com

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@teleperformance

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