Shaping the - Teleperformance

Highlights
Shaping the
Teleperformance SE.
European Company (Societas Europaea)
with a share capital of €143,004,225
RCS number 301 292 702, Paris
21/25 rue Balzac - 75008 Paris - France
Tel.: +33 1 53 83 59 00
For more information:
teleperformance.com
Follow us:
/teleperformanceglobal
@teleperformance
/teleperformance
blog.teleperformance.com
/company/teleperformance
Recognized as a Leader and placed in
the top group of providers on the Everest
Group PEAK Matrix™.
1
Since 1978, our employees have been defined by a capability to win the hearts and minds of those with
which we interact every day. We believe that people who are passionate about their jobs and embrace
a shared sense of purpose define great companies. That is the kind of engagement we aim for at
Teleperformance. Our purpose is your brand.
Prioritizing the creation of lifetime relationships with your customers and surpassing their expectations is
a top priority to the development of our business. Today’s market is very competitive, and customers are
aggressively pursued, so businesses cannot take customer loyalty for granted.
Today, every member of the Teleperformance team is shaping the future with a goal to drive sustainable
growth and create enduring value for you. As they do, they are inspired by the extraordinary potential
of the connection between people and brands and the promise of nurturing a growing world. Our
employees are the faces you see inside this report.
2
OUR WAY OF DOING BUSINESS
6
EXPERTISE TO DRIVE GROWTH
AND PROGRESS
An Omnichannel
customer experience
30
Teleperformance system
8
Mission and values
32
Strong people management
10
Our philosophy
52
Performance management
12
Key facts
56
Technology to facilitate
17
Message from the Chairman of
the Board
58
Information security
62
Our digital solutions
18
Message from the Chief
Executive Officer
74
Multilingual Euro Hubs
20
Global footprint
24
Financial solidity
26
Recognition by the
financial community
3
IN CASE YOU MISSED IT
78
World Healthcare Congress
82
World Business Forum
86
Leader insights
5
Our people are always working - delivering
outstanding interactions, developing innovative
solutions, securing your data and driving our
business to be better than ever.
SHAPPING THE FUTURE
2015 HIGHLIGHTS
TELEPERFORMANCE
4
Our way
of doing business
Globalization. Urbanization. Virtualization.
The way we live and the way we interact
is changing.
To deliver outstanding and
integrated interactions
around the globe - and do
so intelligently - we study
local customers’ behaviors
and preferences, closely
track consumer’s needs
per generation and look for
ways to add value for our
clients.
45%
of customers using voice
are also using additional
channels to contact
customer services
60%+
of customers contacting
customer services are
using digital channels
Teleperformance
CxLab Analyses
67%
of social media users
are in contact with
brands using social
media platforms
66%
of companies offered at
least 5 customers service
channels
AN OMNICHANNEL CUSTOMER EXPERIENCE
Everyday. Everywhere.
Imagine a company with innovative solutions, integrated
channels and expertise that reaches 38% of the world´s
population in their native language.
7
Having an outstanding customer
experience is key to improving business
results. When customers have access to
a company through different channels,
it is critical not only to deliver the best
customer experience possible, but also
to provide the same level of excellence
across all channels seamlessly.
productivity by up to 30% and reduce
operating costs through adopting
our products, methodologies and
tools. Due to our extended footprint,
which covers 65 countries and serves
more than 160 markets, we have
the capability to deliver integrated
Omnichannel programs across
many different locations: domestic,
nearshore, offshore and through our
multilingual hubs.
The Teleperformance Customer
Experience Lab compared companies
with strong integrated, Omnichannel
customer engagement strategies with
those that do not. Look at what we
found out:
Up to
SHAPPING THE FUTURE
Customers today are constantly
connected, and in addition to
desktops, they use different devices
such as tablets, smartphones, and
even wearable devices. Because of the
complexity of customer journeys, it is
vital for companies to understand and
incorporate user-brand interactions
into their customer service strategies.
30%
of productivity increase
160+
markets served
Presence in
Teleperformance was named the Best
Multichannel Service Practice and
Best Partner for Outsourcing, winning
the premium “crystal headset”
established by the professional
association Call Center Guru.
65
countries
At Teleperformance, our expertise and
experience helps our clients increase
Teleperformance
was awarded Frost &
Sullivan’s Latin American
Offshore Contact Center
Outsourcing Market
Leadership Award
Comparing companies with the strongest integrated Omnichannel
customer engagement strategies with the others:
89% customer
retention rate,
compared to 33%
89%
33%
Strongest integrated multichannel
Teleperformance
CxLab Analyses
9.5% increase in
annual revenue
year-over-year,
compared to 3.4%
9.5%
Others
7.5% year-over-year
decrease in cost per
customer contact,
compared to 0.2%
7.5%
3.4%
Strongest integrated multichannel
Others
0.2%
Strongest integrated multichannel
Others
TELEPERFOMANCE PHILIPPINES
2015 HIGHLIGHTS
TELEPERFORMANCE
6
MISSION AND VALUES
Together as one
9
SHAPPING THE FUTURE
At Teleperformance, we believe
that business and people can
thrive together. We are guided
by performance with a purpose:
delivering the best results for you
in a way that supports and respects
business, society and the planet.
TELEPERFORMANCE VALUES:
OUR MISSION
“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 doing, we create
opportunities and value for employees,
clients, customers, communities, and
shareholders.”
Cosmos,
Earth,
Metal,
Air,
Fire,
Integrity
Respect
Professionalism
Innovation
Commitment
I say what I do, I
do what I say
I treat others
with kindness
and empathy
I do things right the
very first time
I create
and improve
I’m passionate
and engaged
TELEPERFORMANCE GREECE
2015 HIGHLIGHTS
TELEPERFORMANCE
8
OUR PHILOSOPHY
Passion into
Excellence
SHAPPING THE FUTURE
Transforming
11
This is a place where we believe in people. Where
teamwork wins.
This is a place where we work for people. That is how we put
commitment into practice.
This is a company that inspires. To learn, to teach, to grow. To get
things done.
This is a company that motivates. Being happy to make
a difference.
This is the real thing. Your business is our business.
Together, we build the best performance partnership.
We have the knowledge and resources to deliver outstanding
customer experiences, all over the world.
This is Teleperformance.
TELEPERFORMANCE INDIA
2015 HIGHLIGHTS
TELEPERFORMANCE
10
KEY FACTS
Our highlights in 2015
2.
Innovating
with technology
3.
Enhancing customer
value and security for
our clients
Providing a highly secure
environment for our clients, their
customers, and our employees is
a top priority, so we make sure to
offer innovative security solutions
that are ahead of the market. We
are leading the industry with a
strong information security system
backed by world-class strategies,
processes, and technology. During
2015, we continued to raise the bar
with our security measures by using
a strategy that not only helps to
prevent breaches but also anticipates
potential threats.
Teleperformance’s new technology
solution, the Enhanced Security
Practice (ESP), accelerates the entry
speed of confidential consumer
data while securing the information
capture process. With ESP™, a
consumer doesn’t need to give his
or her address or credit card number
to a representative when ordering a
product or requesting a service. All
sensitive information is transmitted
through a system of secure tokens
in the background using biometric
information provided by the consumer.
We have opened a regional virtual
briefing center in Dubai, United
Arab Emirates, expanding our
footprint in the Middle East. The new
facility features virtual monitoring
and interaction capabilities with
technology for our clients based in
the region. Clients are able to view all
workstations, listen to customer service
calls and observe customer experience
management in real time. It adds a
new dimension of innovation, quality
and enhanced customer value to our
portfolio of services.
“When you consider the company’s Fraud Risk Assessment, the
Virtual Briefing Center and the new ESP™ solution, it raises
the bar in global contact center security. Teleperformance has
invested in security solutions that provide the best possible
customer experience for its clients.“
– Michael DeSalles, Frost & Sullivan principal analyst
TELEPERFORMANCE UNITED ARAB EMIRATES
TELEPERFORMANCE
2015 HIGHLIGHTS
1.
Raising the bar in
global security
SHAPPING THE FUTURE
13
12
TELEPERFORMANCE ARGENTINA
2015
TELEPERFORMANCE
2015 HIGHLIGHTS
4.
Expanding the
global footprint
5.
Building a
better world
6.
Making us proud
7.
Making us
even prouder
We intensified our focus on Asia and
China in particular, increasing our
customer centricity in the region so
that we are now able to do business
in this growth market more profitably
and sustainably. In addition to our
focus on China, we continue to
move forward with strategic global
expansions including the opening
of our latest facilities in Suriname,
Guyana and Dubai.
At Teleperformance, we are committed
to building a better world. Every year
our employees donate time, money,
equipment, food and clothing to
help others through our initiatives.
2015 was no different: we donated
52,947 volunteer hours and $ 5,461,112
between cash, services and in-kind
donations. In addition, many of our
operations worldwide have received
full certification in all five areas leadership, ethics, people, community
and environment - of the Verego
Social Responsibility Standard (SRS).
We were honored with a full star - the
highest rating – in the size and growth
and CSR areas and a distinguished
rating in the area of innovation
programs by the IAOP.
We take great pride in our working
relationships with our clients and there
is nothing more important to us than
their satisfaction. Our commitment to
excellence is unsurpassed, which is
why it is so rewarding to be recognized
by our clients. Here are some of the
awards we received this year.
“Throughout our collaboration with Teleperformance, its
corporate responsibility team has continually gone above and
beyond our expectations, bringing about positive change within
its organization,”
– Justin D’Atri, Executive Director of Corporate Responsibility Services at Verego.
AT&T’S 2014 SUPPLIER DIVERSITY
CRYSTAL AWARD
In 2015, AT&T recognized our
contribution to the company exceeding
its diversity spend target for its Prime
Supplier program through 2014.
We are proud to be recognized with the
AT&T Supplier Diversity Crystal Award for
the third year in a row.
2015 VENDOR OF THE YEAR BY UNITED
HEALTHCARE M&R SERVICE GROUP
We were recognized as the Vendor
of the Year for 2015 based on our
best overall performance (stack
ranked), ability to scale, flexibility
8.
Supporting our clients
in a digital world
and innovation. This is the second
consecutive year that Teleperformance
has received this award from
United Healthcare.
2014-15 BARCLAYS CUSTOMER
EXPERIENCE INITIATIVE OF THE YEAR
We have significantly improved
experiences for Barclays’ clients, for
which we were awarded the Customer
Experience Initiative of the Year award.
COCA-COLA FEMSA GOLD AWARD FOR
QUALITY AND SUSTAINABILITY
Teleperformance Brazil has been
recognized with a Premium Suppliers
Coca-Cola FEMSA Gold Award for its
dedication to quality of service and
sustainable operations during 2015.
Social experiences and interactions
increasingly shape the overall customer
experience as it is connected to,
influenced by and based on more
personal interactions and perceptions
than ever before. We monitored
231,840 hours of social media
engagement. That is like one single
person browsing on social media
continuously for 26 years.
In addition, through the
Teleperformance Customer Experience
Lab, we studied customer behavior
on social media across generations
to better understand key audience
motivators, what customers want in
their brand engagements and which
metrics are vital to measure success.
“Recognition by Coca-Cola FEMSA is evidence of the highest
quality in all possible areas, including raw materials, service
and product suppliers and other business segments. We honor
companies whose greatest priority is that our customers and
consumers can be directly or indirectly, positively impacted.”
– Jose Ramon Martinez, Chief Executive Officer, Coca-Cola FEMSA Brazil.
SHAPPING THE FUTURE
15
14
MESSAGE FROM THE CHAIRMAN OF THE BOARD
Daniel Julien
TELEPERFORMANCE
2015 HIGHLIGHTS
I am pleased to briefly summarize
our 2015 performance including
the following several notable areas
of progress:
We achieved our financial goals:
Overall, our excellent 2015 financial
performance in an especially
challenging year based on global
conditions, reflects well on our
intensive management approach and
executive collaboration structure, our
clear number one global leadership
position and the tangible value of our
innovative and complete solutions to
the market across all world regions.
We overcame challenges:
Teleperformance, along with the
whole word, confronted serious
obstacles during the year. These
included heightened cybersecurity
threats including hacking attempts
and potential fraud incidents which
had the potential to disrupt our
momentum if not handled swiftly
and properly. I am very pleased to
report we not only overcame these
challenges, but we used them to
significantly strengthen the Group
in terms of people, organization and
process. By successfully doing this,
we have set a new and very high
bar for industry security standards
that will serve us well going forward
as a true differentiator while also
benefitting our industry as a whole.
We strengthened governance:
Due to the effectiveness of
the executive leadership, the
Teleperformance board unanimously
decided to continue with the same
management structure as long as it is
suitable for the 2 top leaders (Executive
Chairman and CEO). I am also excited
that we are adding several new board
members who will bring new energy
and perspective to help our Group
manage continued growth in this
new business era. These new board
appointments, once approved, will
reflect not only a fresh capability to
meet our board’s needs, but I am very
happy our board composition will be
younger and more representative of
the increasingly diverse face of our
worldwide Teleperformance family.
Our future is bright:
Our markets continue to grow in all
regions and the captive in-house
market remains a real opportunity
based on the intersection of client
service expectation demands with
client business delivery and financial
management requirements. We have
an unprecedented opportunity to
continue consolidating this highly
fragmented market through a
combination of both organic growth
and selective acquisitions and we
intend to do so. Absolute performance
dependability and continued
innovation including advanced
analytics, omnichannel solutions,
and research and development are
critical factors to take full advantage
of this great time in our business. I
am extremely pleased to let you know
we have the people, management
structure, tools, processes, financial
means and, most importantly, the
expertise and passion to continue our
amazing journey together. I would like
to thank and congratulate Paulo for
his entire great job done so far. We are
confident in the group’s long-term
outlook and the chance of becoming a
€5billion revenue enterprise in 2020.
SHAPPING THE FUTURE
17
16
MESSAGE FROM THE CHIEF EXECUTIVE OFFICER
Paulo César Salles Vasques
TELEPERFORMANCE
2015 HIGHLIGHTS
Teleperformance set yet another
revenue record and outperformed the
market with a + 7.5% organic growth.
We also improved EBITA by +31.5%
with a very strong 60 basis point
improvement in operational margin
while significantly strengthening our
free cash flow. 2015 was a year
that saw us meet challenges and
our financial objectives, expand and
strengthen our scale and solutions
and extend our number one global
market leadership position. We have
now crossed through the threshold
into a new digital era which promises
us great opportunity and I want to
summarize just a few of our many
operational highlights that helped us
deliver another market outperforming
year, and equally as important, makes
us even stronger for the future.
People and Clients:
Our people strategy continues to pay
off globally for the Teleperformance’s
teams and clients. We have 190,000
people in 65 countries serving more
than 850 clients comprised of the
world’s top companies. Our clients are
extremely sophisticated and highly
selective when it comes to customer–
facing partnerships because their
brand reputations are at stake on
every single interaction we conduct on
their behalf in 75 languages across 160
markets. We focus on the nurturing
and development of our people so
they have an opportunity grow both
professionally and personally while
working in pleasant state-of-the-art
facilities. It bears repeating; “happy
people make happy customers that
make happy clients that make happy
shareholders”. Yes, even in this digital
era of incredible technologies, people
remain and will continue to remain at
the heart of everything we do. We are
particularly proud of the many client
awards and Great Place to Work®
awards we continue to be recognized
with all around the world.
Extended Delivery Capabilities:
Teleperformance is the only true global
player in our space based on our
geographic footprint, market reach,
language capabilities and offshore
network. At the end of 2015, we
operated in more than 300 facilities
in 75 different languages. We recently
added or will add delivery capabilities
in Guyana, Suriname, Australia, Dubai
and Lithuania, plus we are further
scaling existing capabilities in Asia,
notably China and Philippines. In
short, we remain well- poised to serve
the increasingly global needs of the
world’s largest and fastest growing
companies, everywhere, on an
omnichannel basis.
Innovation:
Teleperformance has frequently
been recognized in its market for
its steady stream of innovative
solutions, processes and proprietary
technologies. In the new digital world,
advanced analytical capabilities to
measure customer propensities and
channel interaction preferences to
best position brands are essential
differentiators in our strategy. We also
provide clients timely and detailed
intelligence by vertical industry,
channel, country and product through
our Customer Experience Lab (CX lab)
capabilities. We continue to help drive
powerful client value propositions like
our pan – European multilingual hub
solutions and our custom consumer
interaction strategy development
by market.
Recognition for the Group’s Strategy:
In 2015, Teleperformance again
garnered many awards from
prestigious institutions and well –
known independent research firms
from around the globe ranging from
market leadership and excellent
service to human development
strategies, innovation and corporate
social responsibility (CSR). Among
others, we were recognized for
the third year in a row as the topperforming leader by Everest Group
in contact Center (CCO) delivery
capabilities, and eleven separate
Teleperformance operating countries
received the Verego SRS certification for
social responsibility in five categories;
leadership, ethics, people, community
and environment. In summary, I am
pleased with the year overall based
on financial results, operational
progress and our positioning to take
full advantage of what promises to
be a very bright future. Moreover, I
am also pleased Daniel Julien and I
will continue to work closely together
based on the board’s unanimous
decision to continue with this as
long as it remains suitable for both
of us. I thank all the members of
our Teleperformance family for a job
well done and for your continuing
best efforts. Finally, I offer very
special thanks from our entire
Teleperformance family to our clients
and our customers for your continuing
faith and trust in Teleperformance.
SHAPPING THE FUTURE
19
18
GLOBAL FOOTPRINT
2015 HIGHLIGHTS
TELEPERFORMANCE
20
With a direct presence in 65 countries
worldwide, we are a truly global
organization. Whether that means
aligning ourselves with key growth
markets or building a direct presence
in new territories, our global footprint
continues to grow.
We have the potential
to extend our reach to
75%
countries where we operate
countries that we serve
of people on the planet.
This year, we intensified our focus on
Asia in general, and China in particular,
increasing our customer centricity
in the region and conducting more
profitable and sustainable business
in this growth market. In addition
to focusing on China, we continue to
move forward with strategic global
expansions, including the opening
of our latest facilities in Suriname,
Guyana and Dubai. During 2015, we
interacted with 38% of the world’s
population, and our comprehensive
multi-language capability gives us
the potential to extend this reach to
75% of people on the planet.
Present in
147,000+
workstations
311
contact centers
65
countries
Founded in
Interactions
with more than
1978
38%
of the world`s
population
190,000
Employees
21
SHAPPING THE FUTURE
We are a growth business
in a growth industry.
At the EMEA Top Ranking Performer
Awards held by Contact Center World,
Teleperformance was presented with
11 awards.
Frost & Sullivan Recognized
Teleperformance for its industry-leading
contact center security practice.
“Over the years, Teleperformance
has stitched together a remarkable
story that highlights outstanding
business goals and growth, client
portfolio, satisfaction and retention
levels, new service creation and
geographical expansion.”
“These awards reflect the
consistently high level of excellence
and expertise Teleperformance
provides to not just our EMEA
clients, but our clients everywhere.
We’re happy to yet again be
recognized by Contact Center
World because these awards
underscore how our teams in
Portugal, Turkey and Greece
use our universal people
strategy as a foundation to build
exceptional client partnerships
and deliver superb results. I offer
warm congratulations to João
Cardoso, Engin Utkan and Yannis
Tourcomanis and our entire teams
in Portugal, Turkey and Greece
for their incredible passion and
dedication which translates into
great contributions for both our
clients and our Group.”
“When you consider the company’s
Fraud Risk Assessment, the Virtual
Briefing Center and the new
ESP™ solution, it raises the bar
in global contact center security.
Teleperformance has invested in
security solutions that provide the
best possible customer experience
for its clients.’’
– Krishna Baidya - Head of Customer
Contact Research, ICT Practice, Asia Pacific
at Frost & Sullivan
Teleperformance India was recognized
for its innovative, path-defining
leadership strategy in 2015
– Michael DeSalles - Frost & Sullivan
principal analyst
“During a week in which Sheikh
Mohammed bin Rashid was
talking about sustaining
innovation to drive change, I was
struck by how Teleperformance
is innovating to get closer to
its clients here in Dubai.”
– Stephen Loynd - global program director,
Frost & Sullivan
– Paulo César Salles Vasques - CEO,
Teleperformance Group
TLScontact
TELEPERFORMANCE
2015 HIGHLIGHTS
Frost & Sullivan Asia Pacific recognized
Teleperformance as the Contact Center
Outsourcing Service Provider of the
Year award.
SHAPPING THE FUTURE
23
22
2016 OUTLOOK
Another record year
for Teleperformance
Looking
ahead
Paulo César Vasques, Chief Executive
Officer of Teleperformance, said:
“Despite the many challenges
Teleperformance faced in 2015,
notably geo-political instabilities and
cybersecurity concerns, we were able
to not only outperform the market
once again, but also significantly
strengthen our number one global
industry leadership position. So I am
particularly pleased to report we
delivered another record year with
7.5% organic revenue growth on
a like-for-like basis and all regions
growing at a good pace, not only in
the Americas and in Asia, but also
in Europe with the recovery trend
confirmed in France this year, plus
an 60-basis point improvement in
the EBITA margin. We also delivered a
strong increase in our free cash flow.
These tangible results show the
effectiveness of our development
strategy based on people, innovation,
discipline and expertise, which
are clear differentiators for us. We
continued to expand our footprint so
that we now physically operate in 65
countries and serve the world’s very
top brands in over 160 markets. In 2016,
we intend to step up the consolidation
of this industry leadership position and
are targeting like-for-like growth of
between 5% and 7% per year with a
margin of at least 10.3%. We begin 2016
in an enviable position with a strong
management team. I am especially
happy Daniel Julien and I are going to
continue our dynamic collaboration
because it makes our Group stronger
and Teleperformance’s future that
much brighter.”
In 2015 we delivered
another record year with:
Revenue (€M)
Recurring EBITA (€M)
Diluted EPS (€)
3,398
lfl growth
2,758
7.5%
organic revenue growth
In 2016 we are targeting likefor-like growth of between:
5% and 7%
per year with a margin
of at least 10.3%
% revenue
+7.5%
351
+9.9%
2.62
267
2,347
214
+7.9%
10.3%
226
2.27
9.1%
Consolidated revenue stood at
€3,398 million for 2015, a year-onyear increase of + 7.5% at constant
exchange rates and scope of
consolidation (like-for-like).
The geographic mix remains robust
and balanced across all regions.
On a reported basis, growth
amounted to + 23.2%, lifted by the
€217 million positive contribution
from the consolidation of Aegis USA
Inc. since August 7, 2014 and City Park
Technologies (CPT) since July 1, 2014.
Reported growth also reflects a €201
million positive currency effect arising
from the increase in the US dollar,
pound sterling and certain other
currencies against the euro.
The pace of growth was sustained in all
regions during the period, outpacing
the global outsourcing market (growth
of + 4% a year according to IDC in 2015).
In 2015:
English-speaking market &
Asia-Pacific region accounted for
50%
of consolidated revenue
Backed by the ongoing
expansion of its global footprint,
especially with new contact
centers in the United States and
Asia, Teleperformance should
enjoy continued growth in its
market in 2016. It should also
benefit from sustained measures
to boost its operations in Europe.
In this favorable environment,
the Group plans to pursue its
substantial investments in the
future, notably in the areas of
data security and employee
protection – a key differentiating
factor in its business and in
an increasingly complex and
unstable world.
Ibero-LATAM
24%
26%
Teleperformance expects to
deliver another year of growth in
2016, with the following full-year
targets:
- Like-for-like revenue growth of
between 5% and 7%.
- EBITA margin before nonrecurring items superior or equal
to 10.3%.
2.27
9.7%
+6.9%
Revenue
by region
Continental Europe & MEA
3.45
2,433
Consolidated
revenue
9.3%
- Strong cash flow generation.
2012
2013
2014
2015
2012
2013
2014
2015
2012
2013
2014
2015
lfl growth in revenue: at constant exchange rates and scope of consolidation
1
2
Operating income before amortization of acquisition-related
intangibles, loss of goodwill value and excluding non-recurring items
Diluted earning per share
3
25
SHAPPING THE FUTURE
2015 HIGHLIGHTS
TELEPERFORMANCE
24
FINANCIAL SOLIDITY
Shareholder information
35%
35%
35%
Dividend paid in respect
of the last six financial years:
30%
Pay-out
RECOGNITION BY THE FINANCIAL COMMUNITY
A strategy creating value for
shareholders
26%
21%
Changes in the Company’s adjusted share price
over 2 years, as compared to the SBF 120 index
TELEPERFORMANCE (75.0%)
27
€0.33
€0.33
€0.46
€0.68
€0.80
€0.92
€1.20**
2009
2010
2011
2012
2013
2014
2015
SBF 120 INDEX (9.8%)
200
**submitted to shareholder approval at the
annual general meeting on April 28, 2016
180
Geographical breakdown of institutional shareholders
at September 30th, 2015*
160
140
120
United
Kingdom
16%
100
Shareholding structure
Daniel Julien, Executive Chairman and Group´s founder
holds 1.4% of the company´s share capital and institutional
investors from around the world hold 90%.*
North America
28%
* Based on a Teleperformance SE shareholder identity study as
80
of September 30th, 2015, which identified 8,148 shareholders,
60
Jan
2014
Mar
2014
May
2014
Jul
2014
Sep
2014
Nov
2014
Jan
2015
Mar
2015
May
2015
Jul
2015
Sep
2015
Nov
2015
Jan
2016
including 316 institutional investors.
Continental
Europe**
26%
** Excluding France
A key feature of 2015
was the Group’s
continued efforts to
improve the quality of its
communication to the
financial community. This
improvement initiative
was recognized in October
2015 in Paris when we
received the Transparency
Award for the third
consecutive year, in the
Consumer Services category.
In November 2015, the
Investor Relations section
of the Group’s Internet
site was also recognized
in the classification of the
best company sites in the
SBF120 index. Lastly, the
Company was listed in the
top quartile of the Europe
Services Business category
in the Extel classification of
the best investor relations.
The efforts of information
and the initiatives taken by
the Group in 2015 in terms
of social and environmental
responsibility and of
corporate governance
matters were rewarded
by the integration
in December 2015 of
Teleperformance in the
Euronext Vigeo Eurozone
120 which comprises all the
companies more advanced
in this matter.
France
30%
Teleperformance stock at a glance, as of December
31st, 2015
· Teleperformance shares (RCF) are traded on the Euronext
Paris market and are eligible for the deferred settlement
service. Teleperformance shares are included in the
following indexes: STOXX 600, SBF 120, Next 150, CAC Mid 60
and CAC Support Services.
· Teleperformance SE shares are included in the Services
Support sector (2790) according to the ICB European
classification since 2012.
· Number of Teleperformance shares: 57,201,690.
2015 Grand Prix de la Transparence in the
Consumer Services Category
· Teleperformance market capitalization: € 4,433 million
(as of December 31st, 2015).
The 2016 Investor Calendar
Q1 2016 Revenues
April 26
Annual shareholders
general meeting
April 28
Dividend payment
May 18
2016 half-year results
July 27
Q3 2016 revenues
November 14
SHAPPING THE FUTURE
2015 HIGHLIGHTS
TELEPERFORMANCE
26
28%
Expertise to drive
growth and progress
Beyond Technology
29
SHAPPING THE FUTURE
There are several aspects that should be considered
when implementing a seamless, integrated
Omnichannel experience:
s
people
pro
ce
s
s
y
g
o
l
o
techn
y
teg
tra
Some companies assume that an integrated
Omnichannel strategy only involves technology.
However, if a company does not take the entire
customer engagement scenario into account, it runs
the risk of delivering a non-integrated service, and its
customers may have differing experiences on each
channel, which has a negative impact on the overall
brand strategy and experience.
security
2015 HIGHLIGHTS
TELEPERFORMANCE
28
TELEPERFORMANCE SYSTEM
Happy employee = happy customer = happy client
A happy employee makes a happy customer, who makes a
happy client and consequently, a happy shareholder.
Teleperformance was named
the Best Recruitment and
Development Project and awarded
the premium “crystal headset” by
Call Center Guru
31
We know that happy employees
lead to motivated employees, which
promotes quality service and, in the
end, satisfied customers. Our business
depends on recruiting the right people
and employing people who have an
obvious passion for serving others: our
employees genuinely care about our
clients’ customers.
For this reason, we are always investing
in analytics tools to understand
why people leave, and the topics of
purpose, engagement and culture
weigh on the minds of our employees
around the world. During 2015, we
deployed a proprietary analytics
solution – the OnTarget Recruiting
Score - to predict employee
retention, correlating factors
such as compensation, schedule,
management, and demographics
to understand why certain people
are less engaged with the company
than others. Using this model and
other variables, we can predict
who is right for our organization
and drastically reduce our
employee turnover.
We also work hard to cultivate a
solid staff that cares and an open
communication culture at every level
of Teleperformance. Every process we
deploy for our business, systems used
in our daily work and people trained
at Teleperformance is designed to
achieve maximum satisfaction for
everyone involved.
OnTarget recruiting
score results
Healthcare insurance
B2C customer service
Mobile services provider
B2C customer service
62%
lower attrition rate among
its top high performers.
20%
lower attrition rate among
best high performers.
SHAPPING THE FUTURE
Our business’s success depends on this
chain of satisfaction, which means
that we are never satisfied. Instead,
we choose to be “constructively
discontent.” We’re always looking for
ways to better serve our employees
and customers’ clients with
strong management, integrated
omnichannel solutions, great data and
innovative technologies.
We deployed a proprietary analytics
solution to predict employee retention.
Using this model we can predict who is the
best fit for our organization and drastically
reduce our employee turnover.
TELEPERFORMANCE EL SALVADOR
2015 HIGHLIGHTS
TELEPERFORMANCE
30
STRONG PEOPLE MANAGEMENT
33
SHAPPING THE FUTURE
Our employees interact with millions of people on behalf of the most
important brands in the world. For that reason, people management is a
high priority for us, especially when the goal is to build strong, long-term
relationships between customers and brands.
We hire smart, we train well
We prioritize all processes related
to people recruitment and training.
We hire smart and train well.
Teleperformance’s training and
development programs immerse
our employees in each client’s
world. Our employees become
experts on our clients’ brands,
businesses, customers, cultures
and news. They know specific
terminologies, commonly-used
vocabulary and are familiar with
the client’s consumers’ needs. To
provide such training we count on
the Teleperformance Academy,
a customized college program
tailored to transmit knowledge
while sharing our worldwide best
practices and innovative projects
in customer relationship and
experience management.
Qualified professionals in different
areas ensure the consistent evolution
of our processes and continued
operational excellence.
Transparent and open communication
Every day we ensure a transparent and
open communication for our teams.
We want to hear what our employees
have to say. Our communication
channels such as the ‘‘Chat with
the CEO’’ program, focus groups and
Interactive Talk bring our leadership
closer to the team by creating an
ongoing two-way dialogue. This
increases motivation and ensures
talent retention by reconciling
individual expectations with strategic
business needs. Clear communication
creates a genuine workplace
connection that ignites empowerment
and passion, inspiring our people
and company to do more and better.
Every year, we have several open
discussions to encourage discourse
among our employees and allow them
to share their views and perspectives
on how to achieve Teleperformance’s
goals. To complement employees’
perspectives, management contributes
insight on how to fulfill the
organization’s mission.
Our communication channels such as the
“Chat with the CEO” program, focus groups
and Interactive Talk bring our leadership
closer to the team.
TELEPERFORMANCE CHINA
2015 HIGHLIGHTS
TELEPERFORMANCE
32
Building long-term relationships
We invest in workspaces that
inspire our employees.
A great work environment
investing in our people, which, in
turn, is investing in our clients as
well. A dedicated team supports
the creation and enhancement
of our facilities around the world.
Moreover, they are responsible for
continuous auditing and analysis
of our sites and putting different
action plans in place to guarantee
global consistency and ensure the
well-being of our employees in all
Teleperformance facilities.
We believe that a positive work
environment makes employees feel
good about coming to work, which
provides the motivation to sustain
them throughout the day.
TELEPERFORMANCE GREECE
Some of our break areas:
TELEPERFORMANCE UNITED ARAB EMIRATES
TELEPERFORMANCE
2015 HIGHLIGHTS
We invest in workspaces that inspire
our employees. This concept comes
from best practices gathered from
our sites around the world. We offer
clean and modern work areas,
training facilities and meeting
rooms that best accommodate
those who use them. Our break
areas are specially designed so that
our employees can relax, recharge,
and continue to provide the highest
quality interaction to our customers’
clients. Investing in our facilities is
SHAPPING THE FUTURE
35
34
Teleperformance China Wins Jin Tang Prize
Design Awards for Beijing and Xi’an Offices
In 2015, Teleperformance was once again
named among the prestigious group of
Great Place to Work®.
Teleperformance was recognized by the
2015 Aon Hewitt Best Employers™ Program
37
Our operations in China have been
honored with two Jin Tang Prize Design
Awards, which recognize excellence in
interior design.
TELEPERFORMANCE BRAZIL
TELEPERFORMANCE PORTUGAL
TELEPERFORMANCE COLOMBIA
2015 HIGHLIGHTS
TELEPERFORMANCE
36
Teleperformance was recognized as
one of the best companies to work
in at Brazil, Dominican Republic,
El Salvador, India, Mexico and
Portugal.
We have achieved certification in ten
countries around the world, including
China, India, Portugal, Albania,
Slovakia, Ukraine, Switzerland, Chile,
Egypt and Lebanon.
SHAPPING THE FUTURE
Our break areas are specially designed so
that our employees can relax, recharge,
and continue to provide the highest quality
interaction for our customers’ clients.
Moments of fun, entertainment and social responsibility
Passion for fun
Each year, we nurture the creative
ambitions and passions of our
employees with the annual For Fun
Festival (FFF). The objective of FFF is
to stimulate pride in belonging to
the Teleperformance team and to
show the group’s cultural diversity by
promoting fun and entertainment.
It is a global initiative that puts the
artistic side of our people in the
spotlight in global events that embrace
all of our employees, their families,
and friends. Over 9,100 For Fun
Festival videos with over 38,000 video
participants have been received since
the program’s inception in 2009. In
2015, we received 2,025 local FFF entries
with 8,645 video participants from 37
countries highlighting their passion for
dance, music or art.
This year, the global ‘‘People’s Choice’’
champions was done on Facebook so
that our employees’ friends, families
and even the public could vote for the
best videos. Six global champions were
selected from a panel of global judges,
a worldwide committee composed
of Teleperformance representatives.
The other three were selected from
the ‘‘People’s Choice’’ category on the
Facebook application. The video with
the highest number of votes in each
category was selected. 36,352 votes
were made on Facebook during the
voting period.
Over
In 2015:
9,100
2,025
With over
8,645
videos have been
received since 2009
38,000
video participants
local FFF entries
video participants
37
countries
TELEPERFORMANCE COLOMBIA
TELEPERFORMANCE
2015 HIGHLIGHTS
We believe in passion: passion in sports, in culture, and in helping others.
Passion in working together and applying it to our daily work. The outcome
is an unmatched delivery - an outstanding customer experience.
SHAPPING THE FUTURE
39
38
Global for fun festival
s
t
h
g
i
l
h
g
i
h
und the
o
r
a
m
o
r
f
world
Jerry Turner
1st Place dance winner
Teleperformance United States of America
“I enjoyed the prep for the contest
because it is the dance that I love .”
Teleperformance
Brazil
Teleperformance Brazil held the 6th
edition of the For Fun Festival Brazil finals.
The competition had over 200 participants
registered. The finalists presented their
talent in a Theater full of employees,
family, friends and some of our clients.
Guests attending the concert donated over
600kg of food to a designated charity.
A team of professional judges, one for
each category, judged the technical part
of the presentations of art, dance and
music.
Tania Leghrib
2nd Place music winner – Teleperformance France
Teleperformance
Greece
“I am very happy that my song
is appreciated and being 2nd in
this great worldwide competition
represents another important small
victory in my life as an artist”
Teleperformance Greece held their local
For Fun Festival on October 24, 2015
in one of the largest clubs in Athens.
More than 1,200 people attended the
celebration where the winners in each
category were announced. Those that
participated in the song category had the
chance to sign live along with a famous
music band who opened the event.
Teleperformance
Argentina
Teleperformance Argentina held their
local For Fun Festival in Tucuman on
August 18, 2015 where their most talented
employees performed their art in front of
their friends and family. They invited over
300 people who enjoyed delicious food
and drinks that were served while the
artists were getting ready. The participants
showed their talent and passion during
the show. After the presentation the
voting period was opened and all
employees had the chance to choose
the best artist for each category.
Sumit Sharma
3rd Place art winner - Teleperformance India
“Teleperformance For Fun Festival was a thrilling
experience. I got a chance to represent my country
worldwide, giving an exposure to my talent at
an International level. I am thankful to the entire
Teleperformance family for supporting me and
showing trust in my talent “
41
SHAPPING THE FUTURE
2015 HIGHLIGHTS
TELEPERFORMANCE
40
e
m
o
s
e
r
a
Here
r
u
o
f
o
Winners
In 2015:
soccer teams
The Teleperformance Sport Club is a
global initiative that encourages our
employees to participate in team
sports as a tool to promote physical
wellbeing and a better quality of life.
It promotes fun and entertainment
through physical activities as a way to
bring our employees, their families
and friends together. Group activities
that improve relationships in the
volleyball teams
workplace elevate morale and leave
our team with the energy to take on
their work and responsibilities with
enthusiasm. In 2015, there were 343
soccer teams, 96 volleyball teams, 95
basketball teams, 75 bowling teams,
and many other team sports organized
at Teleperformance locations all over
the world.
basketball
teams
On June 5th, 2015 1&1 hosted the annual
Soccer Cup in Cologne with two teams:
one from Dortmund, and one from
Neubrandenburg.
43
Teleperformance
El Salvador
After four seasons, the Teleperformance
El Salvador Basketball team managed
to get the Teleperformance name in the
Salvadorian sport highlights. The team
played together not only as coworkers,
teammates and brothers, but most
importantly as family.
Teleperformance
Russia
Every summer, Teleperformance
Russia holds a volleyball and football
championship tournament.
In 2015, 160 employees from 3 cities
(Volgograd, Moscow, Vladimir) gathered
for this great event which included three
football teams, three volleyball teams,
tasty food and our great Teleperformancefamily!
Teleperformance
Turkey
For the past three years, Teleperformance
Turkey has organized a bowling
tournament, and this year, 37 teams from
Istanbul and 54 teams from Usak came
together for the event. More than 450
employees competed to win the trophy
and gift cards were given to the winners.
We had lots of fun, and at the end of
the day, winning or losing was not as
important as achieving our main goal of
“being a team member.”
TELEPERFORMANCE RUSSIA
2015 HIGHLIGHTS
TELEPERFORMANCE
42
Teleperformance
Germany
SHAPPING THE FUTURE
343
96
95
Passion for sports
Teleperformance and social responsibility in 2015
SHAPPING THE FUTURE
45
Passion for a better world
We help and support the communities in which we are
present and provide disaster relief aid around the world
in time of emergency. Our teams come together to aid
those in need in our communities through our “Citizen
of the World” (COTW) charitable activities.
In 2015, Teleperformance raised $5,461,112 in cash,
services and in-kind donations. Over the last 9 years,
Teleperformance employees have donated an equivalent
of $24,028,064 in cash, services and in-kind donations
and has exceeded its Clinton Global Initiative commitment
every year of participation. Teleperformance employees
also volunteered over 52,947 hours of time for charitable
and environmental causes all over the world in 2015.
52,947
total employee donated
volunteer hours.
$756,783**
service value for volunteer
hours donated during
Teleperformance working hours.
Our objective is to strengthen bonds and deepen
commitments to each other and to the communities in
which we live and work.
We invite our friends and families to join
us in our efforts. As our Teleperformance
family grows, our positive social impact
grows as well.
$3,706,345
donated in in-kind items such
as clothing, school supplies, and
other needed items.
* Total donations include cash + In-kind
+ services.
** Based on the Independent Sector’s
estimate of the average value of a
volunteer hour.
All values in U.S. Dollars
2015 COTW fiscal year is November 1, 2014 –
October 31, 2015.
$5,461,112*
total donations that went towards
feeding, clothing, and bringing joy
to the needy.
$997,984
in cash donations by the
Teleperformance family.
2,778
computers donated to
impoverished schools.
15,412
underprivileged infants
and children received toys
during the Holiday Season.
TELEPERFORMANCE PHILIPPINES
2015 HIGHLIGHTS
TELEPERFORMANCE
44
Teleperformance USA
South Carolina was hit by a devastating
storm that flooded the state. Hundreds of
employees at the Teleperformance U.S.A.
site in Columbia, SC were affected by the
storms, many without electricity for days
and needing to rebuild their homes.
Teleperformance partnered with Feed the
Children to provide trucks filled with
Here are some of our highlights of
COTW from around the world
47
SHAPPING THE FUTURE
2015 HIGHLIGHTS
TELEPERFORMANCE
46
food, water, personal hygiene supplies
and disaster relief kits. The relief effort
benefited more than 1,600 families,
including 400 from Teleperformance.
The initiative was funded entirely by
employees across Teleperformance U.S.A.
Teleperformance
El Salvador
Teleperformance El Salvador collected
400 books among its employees and
donated them through FEPADE, a nonprofit
organization whose mission is to promote
education for people from all walks
of life in El Salvador through different
programs and projects. One of these
projects that Teleperformance supports
is the 16ª National Book Campaign in
El Salvador, a continuous program that
promotes the creation of libraries in public
schools in the rural area of the country by
donating new and used books to different
educational institutions. This effort allows
young children to become avid readers,
helping them develop their personalities
and expand their judgment in life.
Teleperformance Italy
Cancer: a new diagnosis is made every 15
minutes. So Teleperformance Italy worked
to increase the chances of recovery and
improve the quality of life of many Italian
women facing breast cancer.
Teleperformance believes in prevention
because it offers the most cost-effective,
long-term strategy for controlling cancer.
So, the team promoted an event with LILT
(the Italian League Against Cancer) and
Susan G. Komen Italy in which funds were
raised by employees to support research.
Teleperformance
Colombia
Over the last five years, Teleperformance
Colombia has been running a food
donation campaign called “Add one more
to your basket”, focused on organizing
food drives to supply local families and
children in need with the voluntary
help of our employees. During 2015,
Teleperformance Colombia donated
nonperishable food to 200 families in the
locality of Ciudad Bolivar. Our volunteers
shared a special day of dance, music, art,
traditional games, snacks and above all
a message of peace and hope with the
community.
Teleperformance Romania
In observance of World Day of the Sick,
Teleperformance Romania partnered with
the Bucurestii Noi Foundation to provide
support to elderly people of the local
community. Our employees cooked dessert
for 80 elders and distributed donation
packages consisting of rice, oil, macaroni,
sugar, corn and tea.
49
We must think and act for the future and
Teleperformance is 100% aware of that. Citizens of
the Planet (COTP) is Teleperformance’s environmental
responsibility initiative that acts globally through
awareness programs, practices, and collaborative
campaigns. Smart use of resources like water and energy as
well as recycling promote changes that improve the daily
lives of employees and reduce the rate of environmental
impact on the world.
In a combined effort we commit to help our planet by
improving facilities to create “sustainable sites” (i.e., water,
SHAPPING THE FUTURE
With the planet. For the planet.
paper and other waste reductions) and strive for “paperless”
environments. We also recycle and incentivize the smart use
of energy, encouraging our sites to create a positive impact
on their local habitats.
A key focus is to track and minimize our overall Carbon
Footprint per employee on a worldwide basis by reducing
energy consumption, paper use and solid waste generation,
air travel and water use. We continue to invest in sharing
knowledge and practices related to environmental
responsibility, ensuring constant updates.
2015 Carbon footprint in metric tons
% of total carbon footprint per source
In 2015, our total measured carbon emissions were
102,519.85 tons with a carbon footprint per employees (CFE)
of 0.68 tons.
90.14%
0.42%
9.44%
0.68 tons
92,409.42
Electricity
431.32
Paper
9,679.11
Air travel
Carbon footprint
per employee
We assume our responsibility for
protecting nature and lessening our
impact on the environment
TELEPERFORMANCE MEXICO
2015 HIGHLIGHTS
TELEPERFORMANCE
48
Teleperformance
Greece
Teleperformance Greece volunteers helped
in cleaning and painting a park in Athens.
More than 10 bags of garbage were
collected. After the cleaning, all volunteers
participated in painting the surroundings
of the park. In May, 50+ employees
gathered with one common goal- To Clean
a Beach in Athens. More than 30 bags of
garbage was collected.
51
SHAPPING THE FUTURE
Here are some of our highlights of
COTP from around the world
2015 HIGHLIGHTS
TELEPERFORMANCE
50
Teleperformance
Mexico
To commemorate Arbor Day on Saturday
July 11th, our Teleperformance Mexico held
a reforestation project in Sierra Otinapa,
Durango, in which 170 of Teleperformance
volunteers reforested 2 hectares and
planted 1600 pines.
Teleperformance
Costa Rica
Teleperformance Costa Rica collected over
$2,000 to plant approximately 200 trees on
the Central Pacific coast as well as the city
of San Jose.
Teleperformance
Brazil
In celebration of Environment Day, held
every June 5th, Teleperformance Brazil
promoted awareness and engaged
employees in volunteer activities for
the protection and improvement of the
environment. Teleperformance Volunteers
recorded a video on Facebook inviting
others employees to join the initiative.
They taught children ways to care for the
environment and how to make toys with
recyclable material.
Teleperformance
Philippines
Teleperformance Philippines showed its
commitment for a healthier environment
through the tree-planting activity held at
the Marikina Watershed, located on the
eastern part of Metro Manila. 40 employee
volunteers from different Teleperformance
Philippines sites in Metro Manila joined
the 2-kilometer hike where they planted
almost 2,000 assorted young trees.
Teleperformance Philippines’ participation
in the Marikina Watershed reforestation
program is part of the company’s
environmental rehabilitation and
protection initiatives across the country
through COTP.
Improving business performance
2015 HIGHLIGHTS
Teleperformance
operational processes
& standards
Our operational processes and
standards provide uniformity
and quality management for all
Teleperformance programs around
the world. This means consistency
and improved productivity for our
business, and better service for our
clients. TOPS was created to support
front-line management in developing
high-performing agents, managing
performance metrics day after day
and providing leadership through
a consistent assessment of agent
results. We consistently coach to
ensure the right agent behaviors and
skills. Maintaining the same floor
management process at every single
site throughout the world reduces
variation among leaders and agents,
consequently increasing productivity.
53
Baseline enterprise
standards
for Teleperformance
Attitude, Talent, Accountability
and Commitment are the main
characteristics that we want to
develop in our supervisors, and
we count on ATAC to facilitate this
process. Autonomous units are
encouraged to perform at their
best, improving their main KPIs and
customer commitments, providing an
attractive career path for employees,
establishing stronger relationships
between support departments,
increasing communication channels
and building on team-oriented
performance. Through this program,
supervisors maximize productivity and
performance results, act proactively
and share experiences and new ideas
with their groups.
Decades of business and client service
leadership make Teleperformance
more than prepared to deliver BEST:
Baseline Enterprise Standards for
Teleperformance. These manuals
of standards ensure high-quality
service, excellent performance and
proactive management of new
and existing programs. BEST also
reinforces consistent best practices
in Operations and Human Resources
management in all Teleperformance
operations worldwide. From
recruitment and selection to training
and communications, standards and
procedures are established to align all
employees and management team
with the Teleperformance culture,
increasing the sense of belonging
and enabling professional and
personal growth.
TELEPERFORMANCE COLOMBIA
TELEPERFORMANCE
52
Our management processes, support tools and systems increase quality,
ensure consistency of operations worldwide and provide continual feedback
and suggestions for improvement based on operational indicators and high
quality standards. These operational tools are built and updated based on
tactical and strategic advantages, ensuring that all our clients receive higher
quality service everywhere.
We are consistently coaching to ensure
the right agent behaviors and skills.
SHAPPING THE FUTURE
PERFORMANCE MANAGEMENT
54
responses and clear
TELEPERFORMANCE
proactively
80%
2015 HIGHLIGHTS
of such interactions.
55
SHAPPING THE FUTURE
Our Top Contact Driver
metrics show us the subjects
that are currently of most
interest to customers so that
we can prepare our team
with even more effective
A tool created to organize, analyze
and manage business operations.
The Teleperformance Contact Center
Management System (CCMS) integrates
data from many systems and
departments into a comprehensive
view of performance at every level.
People at all levels can access CCMS
to complete daily business functions
in conjunction with their respective
roles. Agents can manage their own
performance using their profile, which
compiles key data and information
related to their employment.
CCMS increases quality, ensures
consistency of operations worldwide
and provides continual improvement
based on operational indicators.
CCMS is an important internal tool
that increases our performance and
influences the quality of our service
provided to our clients.
Finding out why customers get in
touch with Teleperformance is one
of the main purposes of the TOP
CONTACT DRIVER program. With this
tool, Teleperformance can effectively
guide performance, working on the
most relevant customer service issues
and providing the best solutions. Top
Contact Driver shows us the subjects
that are currently of most interest to
customers so that we can prepare
our team with even more effective
responses and clear proactively 80%
of such interactions. The process is
improved and support time is reduced,
resulting in quality and agility in every
interaction performed.
Top Contact Driver works
on the most relevant
customer service issues
and providing the best
solutions.
Teleperformance Client is our
Omnichannel CRM tool used to create,
track and provide consistent resolution
to customer issues more efficiently
and effectively by enabling automated
workflow processing that can be
integrated with internal and external
systems. The main features include
the following:
• CRM
• Multichannel Platform
(Email, Chat, Social Media and Voice)
• Video Chat
• Click to call integration
• Mobile App integration
• Knowledge Base
• Business Workflow
• Customer Satisfaction survey
• Enhanced Development API*
*application programming interface.
TELEPERFORMANCE USA
TOP CONTACT
DRIVER
TECHNOLOGY TO FACILITATE
Simplifying people´s lives
Teleperformance Desktop is a targeted
communication system consisting of
both client and server applications
which, when combined with business
workflow processes, create a powerful,
dynamic, and secure contact center
messaging solution that increases
customer satisfaction. It comes
with dynamic communications and
real-time messaging for improved
productivity and greater collaboration
between work groups.
Some of its features are:
•Globalization
and internationalization
•Enhanced support for VOIP
•Improved security for client machines
•Updated web administration portal
•Collection of global reporting and
metrics/usage
•Team alerts
•Invitation to connect to
video conferencing
•Session inventory and time reporting
•A packaged VPN security appliance
Also included within Desktop is
Teleperformance’s Service Chat
application, which provides web
chat capabilities for both internal and
external communications to make
connecting and sharing information
even easier.
Teleperformance Observer is a realtime agent observation and call
floor management application that
provides a single interface for floor
management, call emotion analysis,
historical point-in-time analysis and
historical reporting.
It also supports
increased levels
of customization,
keeping up with the
complexity of our
clients’ businesses.
Teleperformance Observer tracks
every real-time event that happens
at the agent level, such as agent
identification and telephony state.
That data is then paired with other
data, such as photos from the HR
management system, to create a
comprehensive, live view of what is
happening inside the operation. For
example, from a single web interface,
Teleperformance Observer can confirm
if the person logging in at his or her
station is in fact that agent by matching
login credentials to the photo from
HR. Teleperformance Observer also
evaluates emotions and initiates call
recording automatically if either the
agent or customer seems frustrated,
stressed, upset or irritated. This data
is stored for reporting and analysis by
time and mood during the call.
SHAPPING THE FUTURE
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TELEPERFORMANCE BRAZIL
2015 HIGHLIGHTS
TELEPERFORMANCE
56
Teleperformance’s robust and advanced technologies and tools are a
key part of the top-rated solution we provide for our clients. Our technical
expertise combined with our strategic business vision has led to the
development of innovative solutions to address operational needs
and facilitate the completion of related tasks. Here are some of our
proprietary tools.
INFORMATION SECURITY
Raising the bar on security
As the worldwide leader in Omnichannel customer experience
management, security is a critical component of our work. Providing
a highly secure environment for our clients, their customers, and our
employees is a top priority, so we make sure to offer innovative security
solutions that are ahead of the market.
59
Our security and fraud prevention
program places emphasis on
preventing fraud when possible or
detecting it at an early stage when
prevention is not possible. Our security
program is organized according to five
main pillars that form a framework for
a comprehensive, proactive approach
to fraud prevention:
•
highly trained people
•
cutting edge technology
•
well defined security processes
•
security
management methodologies
•
stringent policies.
Hiring the right
people
Ensuring clear
communication
Our HR professionals follow a stepby-step method when hiring new
people that includes background
checks for all employees specific to
past employers, criminal history, and
all checks as permitted by local law,
such as drug testing. In addition to
screening employees for security,
the hiring process uses an analytical
solution with a predictive model
that provides a recruiting score.
Once hired, team members are fully
educated to improve data security.
This is accomplished through security
training, clear communication, a
certified security team and a single
global security process.
We enforce continuous and clear
communication through stringent
security practices that promote a
culture of protection and security.
From identification badges to screen
savers and posters, all offices are
set up with security symbols and
language to remind employees of the
high standards and awareness that
we put in place for fraud prevention.
This type of internal campaign puts
security at the forefront of all activities
in a contact center and fosters a strong
security culture.
SHAPPING THE FUTURE
The growing, pervasive threat to
data security underscores the point
that security should be everyone’s
responsibility, and ongoing, proactive
prevention should be a part of every
company’s culture. We lead the
industry with a strong information
security system backed by world-class
strategies, processes, and technology.
We continue to raise the bar with
our security measures by using
a strategy that not only helps to
prevent breaches but also anticipates
potential threats.
Key members of Teleperformance’s global security
team include security analysts, security consultants, risk
consultants, compliance specialists and auditors that
hold a wide variety of certifications, such as:
TELEPERFORMANCE SECURITY TEAM
2015 HIGHLIGHTS
TELEPERFORMANCE
58
TELEPERFORMANCE EGYPT
TELEPERFORMANCE
2015 HIGHLIGHTS
Investing in
cutting-edge tools
We also invest in cutting-edge tools
and technologies to provide an
excellent customer experience that
is safe, secure, and efficient for
clients and their customers. Beyond
the standard firewalls, antiviruses,
and other commonly used security
technologies, we use multiple
technologies designed to improve the
end-customer security experience,
prevent fraud and maintain the
integrity and privacy of personal
identifiable information. It also detects
fraud and security risks in real time.
ENHANCED SECURITY PRACTICE (ESP)
During 2015, we launched our new
technology solution –Enhanced
Security Practice (ESP) – to accelerate
the entry speed of confidential
consumer data while securing the
information capture process. With
ESP™, a consumer doesn’t need to
give his or her address or credit card
number to a representative when
ordering a product or requesting
service. All sensitive information
is transmitted through a system of
secure tokens in the background
using biometric information provided
by the consumer.
TELEPERFORMANCE SECURITY
Moreover, Teleperformance’s realtime alert tool, Teleperformance
Security, provides statistical
monitoring technology to conduct
analysis of agent activities, triggering
real-time alerts based upon
predefined correlation criteria for
each individual client program.
Additionally, this technology
sheds light on statistics that might
represent fraudulent activity and
require investigation. Once a security
risk is detected, Teleperformance
Security sends a fraud alert to the
security team. This alert includes a
detailed agent profile that helps in
quickly identifying and intercepting
offending agents.
“we use multiple technologies designed to improve the
end-customer security experience, prevent fraud and maintain
the integrity and privacy of personal identifiable information.
It also detects fraud and security risks in real time.”
Taking advantage
of a well-defined
security processes
Guaranteeing a
comprehensive
security strategy
Our security processes also include
methods to map data, processes,
and operations and, identify security
breaches in processes and systems by
utilizing assessments for fraud and
operations risks. We also continuously
perform internal and external security
audits. Executed by a dedicated team
of certified security professionals,
our internal audits coordinate and
implement security policies throughout
the organization. Upon successful
implementation of the program and
audit, each client and/or operational
site is certified to meet the minimum
standards set by Teleperformance’s
security requirements. All security
procedures and policies are integrated
with Teleperformance’s operational
standards, such as TOPS and BEST. This
improves compliance with security
policies and procedures in all programs
and on all levels within the company.
Our high-quality policies, processes,
and technologies protect our customers
and employees and support our
security strategy. With a strong security
culture at the core of our foundation,
Teleperformance has helped
thousands of companies across
dozens of industries provide a secure
and extraordinary omnichannel
customer experience. We established
the benchmark in contact center
information security by becoming
the first contact center to achieve PCI/
DSS certification. Teleperformance’s
industry-leading privacy controls have
also been recognized with third-party
recommendations from MasterCard,
certifications of compliance from
ISO 27001/2, HIPAA and Safe Harbor,
among others.
Frost & Sullivan recognized
Teleperformance with the 2015 Technology
Innovation Leadership Award for its
industry-leading security practice in the
global contact center industry.
We established the
benchmark in contact
center information
security by becoming
the first contact center
to achieve PCI/DSS
certification.
“Now that certification has become the norm, Teleperformance
believes it is time to raise the bar again, and encourages
businesses to make a deeper commitment to ongoing
information security and promoting a security culture within
their organizations.”
“Teleperformance has added
innovation to contact center
security that often surpasses
the client’s internal security
controls for fraud prevention
and early detection. In short, for
companies that absolutely require
the highest degree of data and
customer information security,
Teleperformance is indisputably the
industry leader.”
– Michael DeSalles, Frost & Sullivan
principal analyst
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60
OUR DIGITAL SOLUTIONS
Connecting brands and people
63
21% of voice interaction customers
would rather interact on digital
channels while 38% of customers
would choose digital channels,
according to our studies from the
Customer Experience Lab. 33% of social
media users that follow a brand would
most likely reach out to customer
service through social media.
People are changing their social
attitudes and providing brands with
new challenges and opportunities.
Customers who do business online use
social media, video chat, and mobile
apps. They want convenience. They
21%
of customers that used
voice prefers digital
channels
33%
of social media users that
follow a brand would most
likely reach out to customer
service through social media.
SHAPPING THE FUTURE
We are living in a digital era in which more than half
of our customers are using digital channels to interact
with brands all over the planet, since all generations are
adopting a wide array of digital channels, and we see
great potential on digital platforms.
want to multitask in an integrated
way and they want functionalities.
By truly embracing digital,
businesses can improve customer
satisfaction and first contact
resolution rates by up to 15%.
We have a dedicated team focused on
digital solutions to respond to these
challenges. During 2015, our digital
teams helped our clients analyze
the market and their customers,
multiplied possibilities and executed
customized plans designed to
meet their specific needs.
38%
of customers prefers
digital channels
By truly embracing digital,
businesses can improve
customer satisfaction and first
contact resolution rates by
up to 15%
Teleperformance
CxLab Analyses
We have a dedicated team
focused on digital solutions to
respond to challenges faced
by brands.
TELEPERFORMANCE CUSTOMER EXPERIENCE LAB TEAM
2015 HIGHLIGHTS
TELEPERFORMANCE
62
Frost & Sullivan recognized
Teleperformance’s ability to serve
a multichannel contact center
outsourcing market across the
complex European region.
Teleperformance’s multilingual Euro
hubs enable clients to access diverse
European markets.
65
66%
of companies offered at least 5
customers service channels
50%
of the companies are
offering chat
Teleperformance
CxLab Analyses
SHAPPING THE FUTURE
G
SEC
TOR
of customers that used voice
are also using additional
channels for customer service
Y
R
T
N
U
CO
Providing insights into customer
behavior and preferences makes it
possible to take advantage of those
insights to understand and improve
interactions. The Teleperformance
CX Lab is designed to add value
into our clients’ businesses. During
2015, we conducted multiple
analyses in 15 different sectors and
8 countries. Our goal: to find out
the most effective way to transform
interactions between brands and
customers into business results, loyalty,
repurchase and to improve first-time
interaction resolutions, new product
development, positive word of mouth
and more.
45%
5,200+
possibilities of
data crossing
GENDER
Because of the Teleperformance CX Lab
we know that 45% of customers report
using channels additional to voice
for customer service. And companies
are learning fast – 66% of analyzed
companies use five touchpoints or
more to reach clients. Our studies show
that voice, email and click-to-chat
are the three most popular channels
for customer service, but also show
that in addition to voice assistance,
companies overwhelmingly use social
media, face-to-face and white mail
to support customers, all channels
of communication that rank low on
the list of consumers’ preferences.
It’s important that companies not
only offer multiple customer-service
channels but also that they offer the
right ones – for example, only 50%
of analyzed companies are offering
click-to-chat, despite its popularity
with customers.
TOP B
R
A
N
D
At Teleperformance, we believe that
customer experience is one of the
fastest-changing and most exciting
areas of business. To help our clients
successfully navigate through
these changes, we have developed
the Teleperformance Customer
Experience Lab to provide best-inclass customer experiences analysis
across multiple variables. Located in
Lisbon, the Teleperformance CX Lab
conducts both single and multicultural
market research across geographies
and industries, focusing on changing
customer behaviors per generation
and drivers of satisfaction. The Lab
is equipped to research and analyze
customer interaction preferences in
over 28 languages and can explore
multiple channels and the use of
mobile devices. Our research team
has ample experience in social
media, brand and market research
and customer experience, and every
team member comes from a different
industry background. We leverage
the outstanding capabilities of internal
vertical experts across the globe and
use this research capability not only to
analyze present behavior, but also to
explore potential future trends.
N
ATIO
ER
EN
2015 HIGHLIGHTS
CHANNEL
An innovative center of customer studies
S
TELEPERFORMANCE
64
With e-Performance, we are taking a
step ahead in establishing meaningful
connections between brands and customers.
TELEPERFORMANCE
2015 HIGHLIGHTS
A meaningful digital management strategy
We believe that social media marketing
goes beyond brand awareness, and
e-Performance is the perfect solution
to design social media strategies. It
supports companies to help them
understand their customers and assist
in engaging them.
With e-Performance, we are taking a
step ahead in establishing meaningful
connections between brands and
customers. This not only makes
customers happy, but creates brand
advocates and a sense of community.
We engage at every opportunity with
the mission to create outstanding
experiences. We crunch the numbers
behind all online posts, because
every opinion or review is a chance
for our clients to get to know their
audiences better. During 2015 alone,
we monitored 231,840 hours of
social media engagements, the
equivalent of a person browsing on
social media for 26 years without
stopping. In classifying this data, we
transform word-of-mouth data into
insights about a brand’s risks and
opportunities, which helps us generate
relevant content on how brands can
better engage with their customers.
And we’ve already experienced great
results for our clients. In the Pay-TV
vertical, a company ranked as the
most socially devoted brand in its
country achieved an outstanding 90%
response rate on Facebook. We’ve
also achieved an impressive 1,950%
improvement in blood donations
stimulated by a social media campaign
that we managed for our client, ranked
#1 in the EMEA Region for best use of
social media.
231,840
hours of social media
engagements were
monitored by us
90%
response rate on Facebook
in the Pay TV vertical
1,950%
improvement in blood
donations stimulated by a
social media campaign that
we managed for our client
E-PERFORMANCE HUB TEAM
e-Performance Products:
We map the social media environment
to build a deeper understanding of
consumer behavior, opinions on brands,
competitors, services, and word-of-mouth
mechanics.
We conduct sophisticated big data
analyses combining social media
information with contact center data
from all channels, delivering insights and
recommending action plans to improve
the customer experience.
We help our clients develop their social
media strategies and interact with
customers using social media.
We are the ones who will work
to keep the groups’ balance by applying
governance practices on social media.
We involve the customer and
take the brand-customer relationship to
another level. Brands must not merely be
responsive; they must be proactive. This is
how brand advocates are born.
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66
69
SHAPPING THE FUTURE
Teleperformance Connection: An efficient
way to connect customers
When it comes to better interactions on mobile platforms and at kiosks all
over the world, Teleperformance Connection is the ideal solution.
Making full use of smartphone capabilities
to deliver a better customer service.
The best of technology, combined with a
human touch, to help you interact with
your customers in new ways.
Going mobile is the biggest opportunity
for improved customer engagement.
The Teleperformance Connection
Mobile App integrates the Contact
Center with the brand’s mobile
app, providing customer experience
representatives with full access to
customer contextual data that fills in
the gap between the brand’s mobile
applications and direct interaction with
customers, which allows our clients
to support customers by anticipating
their needs.
Teleperformance’s Connection Video
Kiosk, on the other hand, unites
customers’ appetite for self-service
with the assurance of human
interaction, offering remote delivery
of services, from the kiosk, with
the opportunity to see and interact
with experts.
The Teleperformance Connection Video
Kiosk makes it possible for companies
to expand their reach, improve
operational processes and enhance
profitability and customer satisfaction.
Leveraging video kiosks to centralize
support teams reduces operational
costs and improves the quality of a
company’s customer service.
Video Kiosk makes it
possible for companies
to expand their reach,
improve operational
processes and enhance
profitability and
customer satisfaction.
Allows our clients to support
customers by anticipating their needs.
Credit: Thomas Viriot / ONSIT
TELEPERFORMANCE FRANCE
2015 HIGHLIGHTS
TELEPERFORMANCE
68
When it comes to interaction on a
website, we have a solution that helps
brands to create and deploy an online
strategy and achieve better results.
We can help you to define the
best combination of solutions and
channels and decide when to offer
proactive channels. The right strategy
can increase conversation rates
and the total order value, reduce
website abandonment and improve
customer loyalty.
The Teleperformance Interactive
Solution leverages Internet interactions
to improve customer experiences, and
is grouped into three major categories.
LIVE INTERACTION
In which customers have live support
on the website;
SEMI-AUTOMATED
Bringing a slight human touch to
high-traffic areas of your website while
serving six clients at a time;
We’ve reduced the
average handle
time in click-to-chat
interactions after
solution tuning based
on segmentation and
specialization for a
financial company.
60%
Our interactive
solutions identified
drivers of customer
satisfaction, improving
C-SAT by 9% for a
worldwide technology
manufacturer.
+9%
We have seen a 60% reduction in
click-to-chat average handle time
through our interactive solutions.
Teleperformance France
CSAT improvement in the
click-to-chat program.
AUTOMATED
Unlock the intelligence embedded in
the chat or email content to recognize
questions or topics of conversation.
These tools make it possible to answer
several requests at the same time
without an agent present. We’ve come
a long way in the online solutions
market, and we’ve accomplished a
great deal for clients from different
verticals all over the world.
TELEPERFORMANCE TURKEY
TELEPERFORMANCE
2015 HIGHLIGHTS
A Smart way to interact online
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70
73
In an era in which only customer
centric companies will succeed,
companies need to provide
outstanding and consistent
experiences aligned with their brand
promises to differentiate themselves to
retain and attract customers. Customer
analytics emerged to close the gap
between a brand’s promise, customer
expectations and the experience
delivered through each interaction.
We offer a new perspective to drive
the customer experience by bringing
together technology, advanced
statistics and customer interaction
excellence with smart and tailored
solutions. Proactive solutions that
transform data into opportunities by
predicting customer behavior and
measuring its impacts to recommend
the best strategy and actions
to implement.
Our Analytics Solutions help to
design, shape, measure and improve
the overall experience delivered to
your customers.
SHAPPING THE FUTURE
Translating analysis into actions
InTouch is a tailored, in-depth analysis of the
factors impacting overall customer satisfaction. Our
transactional measurement solution is designed to
ensure experience quality and consistency through an
optimized management of interactions processes.
A sophisticated forecasting solution that combines
historic internal and external data to create different
business scenarios used to predict and optimize the
inbound call volumes.
A predictive solution, integrated into customer service,
that calculates a customer’s propensity towards a
target behavior to improve the experience delivered,
optimize efforts and increase profitability.
TELEPERFORMANCE UNITED KINGDOM
2015 HIGHLIGHTS
TELEPERFORMANCE
72
MULTILINGUAL EURO HUBS
A Commitment to engage
people anywhere
75
The Teleperformance Multilingual
Euro Hubs only work with native
and near-native multilingual staff
that is highly trained to interact
with your customers in several
languages. During 2015, we supported
businesses in more than 45 languages,
delivering 75 million+ outstanding
interactions with an impressive global,
multilingual footprint from Portugal,
Greece, Egypt and Netherlands. Our
goal: to simplify and optimize your
customer experience.
Teleperformance’s Multilingual
Euro Hubs ensure that brands and
customers interact in the best possible
way, wherever they are. We not
only centralize operations, but also
training and processes to optimize
time management and increase
performance. In that sense, our clients
can deliver more with fewer resources.
All of our processes are standardized to
ensure consistency in quality, customer
experience and consequently,
better results. We only use best-inclass technology in a single, secure
environment. Our people interact with
your customers in their own languages
from offices throughout Europe.
However, language is only the first
step: our training includes cultural
immersion, so the interaction can be
effective and pleasant. The results?
Improved communications, more
efficiency, happier customers and even
more connections between brands
and customers. Teleperformance
Multilingual Euro Hubs – centralize
to multiply.
SHAPPING THE FUTURE
Through strategically centralizing and
optimizing operations, we provide
our clients with outstanding customer
experiences all over the world without
inconveniencing them with having
to be physically present in many
different locations.
Frost & Sullivan recognized
Teleperformance’s ability to
serve a multichannel contact
center outsourcing market
across the complex European
region
Our goal: to simplify
and optimize your
customer experience.
During 2015:
We supported businesses
in more than
45+ languages
75+ million
outstanding interactions
delivered by the Teleperformance
Multilingual Euro Hubs
TELEPERFORMANCE PORTUGAL
2015 HIGHLIGHTS
TELEPERFORMANCE
74
World
Business
Forum 2015
2015 was an exciting and competitive year. It has never been so hard to
get customers’ attention in the digital world. Five quintillion bytes. It took
more than 2,000 years of history to create that much information, and
now, in the digital era, that amount of information is being generated
every two days! In the same way, it is impressive just how much
consumer behavior has changed as technology has evolved the way
we interact with information.
With all the excitement, it can be hard to keep up with everything that
happens at Teleperformance. But don’t worry! We have a brief recap of
2015, just in case you missed it.
77
SHAPPING THE FUTURE
2015 HIGHLIGHTS
TELEPERFORMANCE
76
In case you
missed it
Leader
Insights
World
Health Care
Congress
2015
THE WORLD HEALTH CARE CONGRESS 2015
Connecting and preparing leaders
for health care´s transformation
TELEPERFORMANCE
2015 HIGHLIGHTS
The 12th Annual World Healthcare Congress (WHCC) kicked off in D.C. on
March 23rd with several recurrent themes; among them, the prevalence
of patient power, the paramount importance of consumer engagement,
and technological advancements as key catalysts for educating and
communicating with consumers in today’s marketplace.
As the platinum sponsor for WHCC,
Teleperformance presented over the
three days, participated in panel
discussions, on-site interviews and
provided our expertise on the rapidly
changing landscape in healthcare.
Steve Forbes
Editor-in-Chief of Forbes Media Steve
Forbes opened the congress with
the first keynote address noting that
the current state of the healthcare
industry should really be viewed as
an opportunity to bridge the gap
between provider and consumer. This
can be achieved when the system
puts the patient in control and invests
in entrepreneurship to create true
innovation in the industry.
Pamela Morris
Panelist and CEO of Caresource Pamela
Morris stated, “Consumers are smart
and will be empowered as technology
advances.” Indeed, consumers are
better informed than ever. Young and
old, consumers are expecting the level
of service from their healthcare
providers that they are accustomed to
receiving in other industries, taking
advantage of the technologies that
are available. From apps to chat,
consumers want to engage with
companies on their terms. A recent
study from the Teleperformance
Customer Experience Lab confirmed
that consumers want easy access and
to interact with healthcare providers
as they do with companies from
other industries. Healthcare payers’
consumers interact with companies
through digital channels 34% of the
time while in retail banking, 58%
interact through digital channels, so
there are enormous opportunities
in healthcare to benchmark other
industries and gain insight on how this
industry engages with their consumers.
Consumers interact with
companies through digital
channels
healthcare
34%
of the time
retail banking
58%
of the time
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78
“Teleperformance has proven experience in reducing
cost for healthcare payers through nearshore and
offshore delivery options. It has also reduced training
cost for its U.S.-based healthcare payer clients through
hiring agents with existing home-state licensing.”
– Vicki Jenkins, Nelson Hall CMS Industry Analyst
Teleperformance was named a leader
in healthcare industry sector customer
management services by NelsonHall NEAT.
TELEPERFORMANCE
2015 HIGHLIGHTS
Summit session
Teleperformance Panelist commented
that the healthcare space is
trying to catch up in terms of the
communications channels they offer
to its customers. Providers may offer
voice and email, but struggle to offer
other customer service channels, so
Teleperformance has worked hard with
its healthcare clients to migrate into
chat and social media strategies that
the consumers want. Furthermore,
Teleperformance is focused on
improving the customer experience,
driving first-call resolution and dealing
with struggles to achieve consistent
messaging across all communications
channels. In order to evaluate
customer satisfaction, Teleperformance
studies statistics on voice and data. A
recent study for a client revealed that
out of 1,000 calls, 37% mentioned
“transferring” or “escalation,”
indicating they were not happy with
the outcome of the call, so we work
closely with our healthcare clients to
create and implement strategies to
reduce these numbers and improve
the overall customer experience.
Retailization
of healthcare
Healthcare consumers in the US now
have more choice than they have ever
had before. Payers and providers now
have to compete for the consumers’
spend. Also consumers today have a
greater expectation of service from
their healthcare companies. This
new consumer behavior is driving a
new paradigm—the retailization of
healthcare.
Panel discussion
Several thought-provoking sessions
took place during day two of the
World Health Care Congress 2015 in
D.C., and Teleperformance played a
vital role throughout the day. During
the session, the group discussed the
topic of “Demand-Driven Customer
Engagement Strategies for Healthcare
Payers” and the importance of payers
understanding preferences and
behaviors of their members.
consumers are now in charge of their
healthcare, US healthcare payers are
looking for new ways to interact with
them and meet their expectations.
This requires a customer interaction
strategy to satisfy the instant,
seamless, and personal needs of
consumers. A key place for payers to
start is by learning what channels their
members prefer to use for interaction,
just as a retailer would do in terms
of understanding their consumer
segments and adapting their services
to those segments.
While younger generations prefer chat
more than email, confirming their
expectations for quick resolution of
problems, older generations are also
interested in learning more convenient
ways to use online solutions as
Baby Boomers become the fastest
growing generation online and in the
social media space. According to a
Teleperformance Customer Experience
Lab Benchmark Study presented at
Since the regulatory overhaul of the
2010 Patient Protection and Affordable
Care Act (PPACA), the US healthcare
system continues to transform. As
More consumers are shopping
around and looking for low-cost
services that offer high-quality care,
so it is important to communicate
more effectively with potential
insurers.
Health
insurance
industry
only
34%
using digital
channels today
WHCC 2015, voice, email and chat with
a live agent are the top three preferred
channels in the health insurance
industry. However, only 34% of insurers
studied are using digital channels
today. Teleperformance healthcare
executive pointed out during the
session: “Don’t just look at acquisition
in these channels but also at the
service. At the end of the day, it’s about
retention, and if you can identify and
personalize the customer needs and
balance those expectations, insurance
providers will be at an advantage.”
However, organizations can’t do
it all alone. In this new age of
healthcare, collaboration and sharing
best practices is key. In the keynote
session entitled “Collaboration and
Partnerships Reshaping Health Care,”
Teleperformance healthcare executive
recommended looking at partners
and suppliers and asking where they
can bring the best practices to your
organization. Many clients are asking
how they can use technology in a
better way.
“And members may be familiar with
what these newer communications
channels are but don’t necessarily
trust them yet in a healthcare setting,
or know you can add a level of
security to make sure the information
is encrypted.”
It is a crucial time for healthcare now
that ACA enrollment has resolved to
deliver on customer expectations.
Consumers need to understand their
plans, the benefits and costs and
receive a continuous education on
how to take care of themselves. From
patients to consumers, the future of
healthcare translates lies in innovation,
increased convenience and lower costs.
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80
WORLD BUSINESS FORUM 2015
I am story maker
TELEPERFORMANCE
2015 HIGHLIGHTS
th
The 12 Annual World Business Forum (#WBFNY) kicked off with a full
house on Nov 12th at Lincoln Center’s Koch Theater in New York City with an
impressive roster of thought leaders, deemed “Story Makers,” who focused
on addressing four fundamental business challenges faced by leaders in the
areas of personal development, talent, growth and transformation.
Jim Collins
Teleperformance introduced the
forum’s first speaker, author and
business consultant Jim Collins, who
opened the forum by addressing
the values and characteristics that
distinguish leaders and companies
that thrive versus the ones that fail.
Talking about the leaders, he urged
people not to confuse charisma with
good leadership. The one common
trait among great leaders was humility
and a constant desire to learn, coupled
with a “hedgehog” mentality of
dedicated focus to one big idea. He
also stressed the importance of carving
out a creative march: a daily routine
dedicated to your vision and goal. Let
that discipline become your routine
and excellence is not far behind.
George Kohlreiser
Hostage negotiator George Kohlreiser
knows a thing or two about tricky
situations. Those who survive are the
resilient realists, the types of people
who don’t ignore dire circumstances,
but know with certainty that there
is a way out. Working through pain
and change is also a key factor in
success and overcoming obstacles,
but one must have the right mindset.
A negative mindset associates
change with pain: a positive one,
with possibility. Also, according to
Kohlreiser’s book, conflict is good as
long as you address it, resolve it and
learn from the experience.
Adam Grant
Social scientist and organizational
psychology savant Adam Grant was
all about the Givers. Givers are people
who help others without expecting
anything in return, and foster a
culture of high-performance. In their
organizations, Givers have a positive
impact across the board. Which types
of Givers have the greatest success? The
ones that learn while helping others
and incorporate that knowledge to get
ahead. Ambition and helping can go
hand and hand, especially when that
help comes with no ulterior motives.
Oscar Farinetti
Eataly founder Oscar Farinetti
spoke about the marvels of Italy,
particularly its unique biodiversity,
with love, humor, and passion. But
underneath that humor was a laser
focus on leveraging that biodiversity
and bringing better food and dining
experiences to the world. His parting
words were: “Listen, be curious, be
humble, have doubts…so you can copy
from the best and innovate!”
Steven Kydd
Tastemade’s cofounder Steven
Kydd delivered some sobering facts
regarding media viewership: 92%
of millennials use a mobile phone
as their primary TV device. With
this in mind, he and his partners
decided to create a worldwide
media brand that took this into
account. His advice? Millennials don’t
hate brands; they hate traditional
advertising. Think outside the box
and engage this generation from
another angle, integrating brands into
engaging content.
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As the presenting sponsor for WBFNY,
Teleperformance hosted a private
lunch with Jim Collins during World
Business Forum with top executives
from around the world.
Stephen Ritz
Stephen Ritz received a standing
ovation with his inspirational talk
about transforming a grim, South
Bronx school into a Green Bronx
Machine. Surrounded by disease,
poverty, trash and cement, Ritz
resolved to use the space and his scant
resources to grow vegetables and in
doing so changed the community
forever. Ritz’s work with students in
generating urban farms increased the
school’s attendance from 40% to 93%
and grew 30,000 lbs of vegetables.
With his movement, Stephen hopes
to inspire others to forge ahead
despite seemingly impossible odds.
If he could do it in the Bronx, surely
anybody can make a difference in his
or her community.
Herminia Ibarra
Day Two of WBFNY opened with author
and chaired INSEAD professor Herminia
Ibarra spoke about transitions to not
only bigger but different roles, and
how this can often disrupt our identity.
Her book Act Like a Leader, Think Like
a Leader focuses on hitting the ground
running even when we’re challenged
with a new role that is outside our
scope. Her recommendation: be
playful with your identity; be a
chameleon that adapts to a new role
by changing your mindset. Do this by
interacting and bonding one-on-one
with your team. Take a cue from their
perspective and bring your experience
to the table.
Ibarra also stressed the importance of
having a network that supports these
transitions. Cast a wide net, she says.
Embrace diversity, meet new people
and develop a network with tentacles
that tie you to new fields. You risk
trapping yourself in an “inbred
professional circle” if you constantly
interact with the same people.
Steve Bock
Steve Bock’s story is one of reinvention
and of taking American brand Shinola
and reviving not only the company,
but also a community. Bock’s success
has centered on capitalizing on a
moment in the United States, in
which “Made in America” is an
attractive value proposition to many
consumers. In his Q&A session with
Wall Street Journal journalist John
Bussey, he discussed the fact that
78% of Americans would prefer to
buy American-made products and
were willing to pay for them. Bock
maintained that it’s possible to
produce great, competitive products
in the U.S., and has bet on Detroit to
reignite interest in US production.
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Carolyn Everson
Richard Branson
Mark Bertolini
Kevin Spacey
Carolyn Everson, Vice President
of Global Marketing Solutions at
Facebook, brought with her the power
of numbers: Facebook numbers! She
started by giving the audience an
idea of the breadth of connectivity
in today’s world: One out of seven
people on the planet sign in to
Facebook on a given day. Despite its
impressive reach, however, Facebook
is increasingly focused on connecting
communities that don’t have online
access. It’s not only good business, it’s
philanthropy: when 10 million people
connect to the internet, one million
are lifted out of poverty. Engineers
also immerse themselves in slower 2G
connections in order to adapt their
products to those users in emerging
economies. Her message: Empathize
with your audience. Create products
that fit with their reality. Don’t leave
anyone behind.
World-famous entrepreneur Richard
Branson brought his oversized
personality to the World Business
Forum and shared some of his
experiences from managing multiple
ventures. He started by explaining that
delegating carved out his path from
entrepreneurship to “moguldom.”
Finding the best people to manage
his businesses allowed him to think
of the bigger picture and continue
innovating. Throughout the Q&A,
Branson talked about the importance
of getting out there and being in touch
with your team, taking notes and most
importantly, acting on changes that are
needed. Complacency is anathema to
the Virgin brand. As for opportunities,
he said: “Look where something isn’t
being done right, dive in and make
it better.” And when you do, be your
best ambassador.
Aetna CEO Mark Bertolini focused his
presentation on income inequality
on how this inequality affects
productivity. He also proposed the
following: an engaged workforce is the
scarcest resource, not capital. Making
good on his position, Bertolini raised
the base pay of all Aetna employees to
$16 an hour, sparking a debate around
the hard and soft benefits that come
with wage and benefit increases.
Actor and producer Kevin Spacey closed
the World Business Forum. Spacey
delivered a rousing presentation
focused on six powerful words: “Let
me tell you a story.” The power of a
good story is what cuts through the
noise in an environment where people
have gone from being the biggest
media consumers to the biggest
producers. A good story acts as a bridge
and connects you to your team and
your customers. Innovation only makes
those stories more impactful. Virtual
reality, for example, can bring history
and science to the classroom, along
with the best teachers. Innovation
makes stories travel farther and
more real.
From a management perspective,
Everson stressed the importance of
having hard conversations. Her take: If
you’re not listening as a leader, you’re
going to miss something. Be curious,
ask questions and be ready to listen to
hard feedback. Also, never be ok with
the status quo, you’re never done.
Keep your eye on innovation in your
industry and evolve continuously.
Walter Isaacson
Renowned author and journalist
Walter Isaacson knows a thing or
two about innovation. In addition to
writing biographies of Albert Einstein,
Benjamin Franklin and Steven Jobs, he
wrote The Innovators: How a Group of
Hackers, Geniuses, and Geeks Created
the Digital Revolution. His takeaway:
Smart people are a dime a dozen,
being creative and imaginative is key
differentiator. He also maintains that
people who are at the intersection
of the arts and technology are the
ones that are creating things of value.
Imagination.
SHAPPING THE FUTURE
2015 HIGHLIGHTS
TELEPERFORMANCE
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LEADER INSIGHTS
From leader to leader
87
In this increasingly volatile world, only
leaders who can manage fast change
can survive and prosper. With that in
mind, we have partnered with WOBI,
the company responsible for the World
Business Forum, to bring you a piece of
inspiration every day. Leader Insights,
a digital content platform that is
100% free, was created to bring you
inspirational learning directly from
the most influential business thought
leaders – the ones you already know
from World Business Forum. The
content is categorized into various
topics such as innovation, technology,
leadership, strategic insights, sales and
marketing and industry dynamics.
Videos, articles, interviews and
documentaries featuring people
like Jack Welch and Angela Ahrendts
provide knowledge and inspiration.
How do you
access it?
SHAPPING THE FUTURE
2015 HIGHLIGHTS
TELEPERFORMANCE
86
Go to leaderinsights.
teleperformance.com and after
a quick sign up, you are ready to
access content that can help you
make management and business
decisions – no matter your industry
or sector.
From leader to leader. From them
to you.
Here is the most viewed and
shared content from Leader Insights
during 2015.
Most viewed
Jack Welch &
Suzy Welch
Pep Guardiola
Most shared
Bill George
Andrea Jung
Boris Groysberg
Simon Sinek
Barbara Corcoran Tom Peters
Marco Mattiacci
Jez Frampton
Three questions
to improve
your leadership
Women
and Leadership
Feedback as
a motivator
Start with Why
Barbara Corcoran
5 questions for
Marco Mattiacci
How Interbrand
measures
brand value
Taking Care
of People
TELEPERFORMANCE RUSSIA
TELEPERFORMANCE
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