ES ANALISIS GENERAL DE DOS COMPAÑIAS GLOBALES QUE PRESTAN SERVICIOS BPO A TRAVES DE CONTAC CENTERS, SIRVE COMO BASE PARA UNA PRESENTACION Y DISCUSION DE OPORTUNIDADES Y REVISION DE AMBOS NEGOCIOS.

1. Business Insight
Teleperformace Vs. Convergys
Job Position Assesment / Alexandra Ochoa
Bogota - Colombia Mayo, 2017

2. Business review
• BPO Global Business
– Definition / Services / Benefits
– Global Benchmarking, going regional and coming to Colombia
– Purpose of the analysis
• Teleperformance Vs Convergys
– Financial Review
– Mission and Values: Business philosophy / Culture
– Company size, location, Marketing Services
– Corporate Social Responsability
• Teleperformance
– Competitive advantages
– Business challenges
Internal and confidential document. Use for discussion purposes only

3. BPO: Global Business
Business Process Outsourcing (BPO)
The Outsourcing of Business Process is a service providers, whether
internal or external to the company. BPO companies support large, medium
or small businesses in needs related to customer service, personnel
management, human resources, accounting and finance, technology
management, and many others…
The large BPO companies have the installed and professional capacity, to
attend big companies of all industries: Food, pharmaceutical, banking,
telephony, insurance, aeronautics, tourism ...
Advantages
Internal and confidential document. Use for discussion purposes only
• $68 bn is the Global BPO Market Size
(Estimate)
• 40% of volumes generated in North
America, the largest market (include
APAC + LATAM)
• Is Expected for 2017 a market growth
of +4%

4. Internal and confidential document. Use for discussion purposes only
Global Benchmarking:
Big companies for a global market, have full opportunities and many challenges in the
future, for all types of services. It´s interesting, the entry into the global market of Conduet
Company Founded
Country
Locations
#
Employees
Revenue
Avaya 2000 Todos 18.000 4,90 $
*Billion 2015
Arvato 1996 40 68.463 4,30 $
*Billion 2016
Teleperformance 1978 74 217.000 4,05 $
*Billion 2016
Convergys 1998 31 130.000 2,95 $
*Billion 2015
Atento 1999 13 154.000 1,75 $
*Billion 2016
Sykes 1977 20 4.400 1,28 $
*Millions 2016
Genesys 1990 66 2.500 740 $
*Millions
Conduent 2017 40 93.000 6,60 $
*Billion 2017
Information available on the websites of companies and internet
• Alliances or future acquisitions in the global
market, small or medium-sized operators,
could change the participation of the first 3
companies in the market
• Business opportunities, depending on the
type of services and the scope of
technologies and services, could represent
a great opportunity for "small" players within
the global market

5. In the Colombian market there are many BPO global companies that provide local and
regional service ...
The purpose of this
analysis is focused
on two of the most
important companies
at the global level:
Teleperformance and
Convergys.
Neverthele
BPO service
companies are
a key and
strategic
employment
engine for both
business and
government
In Colombia, BPO
companies generate at
least 250,000 direct
jobs, and it is estimated
that 80% of the
employee base is
women
Internal and confidential document. Use for discussion purposes only
- Latin America is ranked third
among the "big three" emerging
regions for outsourcing services,
along with Southeast Asia and
Eastern Europe
- The region's revenues from
contact centers are estimated to
reach $ 506 million in 2019,
representing a compound annual
growth rate of 7%, according to
Contact Center Solutions

6. In Colombia, these types of services are needed, the market is shared with no less than
50 companies, between large and small ...
... which can mean challenges for the Teleperformance business
Internal and confidential document. Use for discussion purposes only

7. Financial Review:
Both companies maintain strong results during 2016. However, the diversified management of the portfolio of clients
and services, as well as the management of Big data, could in the future lead to sustained financial growth
Internal and confidential document. Use for discussion purposes only
Financial Strategies:
• Maintain organic growth
• Search focused acquisitions
• Flexible debt management
• Protect return on investment for shareholders
Financial Strategies:
1-Disciplined Investment:
• Continued invest in the business strategic growth
• Include acquiring buw to make the second largest service provider
in Germany
• Investment and strengthening our integrated omnichanel platform
2- Focus on Long-Term profitable growth:
• Maintaining partnerships strategies
• Expand and diversified the client base
• Pursuing inorganic opportunities

8. Mission and values:
Two similar businesses, but two different views… Convergys Vs. Teleperformance
Values + Bussines Business Philosophy Values + CSR Human Philosophy
1. Poner en 1er lugar al
cliente
2. Crecer como Equipo
3. Hacer lo correcto
4. Servir a la comunidad
Establecer el estándar en la
industria a través de un
cuidado sin precedentes de
clientes, consumidores y
personas. El centro es la
gente Convergys
1. Cosmos / Integridad
2. Tierra / Respeto
3. Metal / Profesionalismo
4. Aire / Innovación
5. Fuego / Compromiso
• Compañía de Personas
• Transformar pasión en
Excelencia
• El principal objetivo
alcanzar la Felicidad
"... We offer at all times a unique experience for the client,
the result of our commitment and passion for excellence.
We create opportunities and value for our employees,
customers, consumers, shareholders and the Company in
general.”
"Our mission reflects what we are in our essence, a
people-centric business of the 130,000 dedicated
professionals who speak 58 languages ​​and work from
more than 150 locations in 33 countries"
Internal and confidential document. Use for discussion purposes only
About us? How do we do it?
For whom do we do it??About us? How do we do it?

9. Company size, location, Marketing Services…
Internal and confidential document. Use for discussion purposes only

10. Corporate Social Responsability:
Both companies invest resources, but it´s clear and solid the development of the
program of CSR of Teleperformance throughout the world
Internal and confidential document. Use for discussion purposes only
“Social Responsabilit is the framework for the principle
and standars by which we conduct our business in an
ethical way, taking accountability for our impact
economically, socially, enviromentally, and in our
commitment to foster the human rights inherent to all
human beings”

11. Teleperformance: Competitive Advantages
Internal and confidential document. Use for discussion purposes only
Solid culture
based on talent
and development
people
Robust engineering
for data analysis
Strong culture of
Customer
Services

12. Teleperformance: Business Challenges or Risks
Not Controllable Controllable Others
• Changes in the conditions of
markets and economies,
especially in economically
vulnerable countries
• Dependence of the
communications industry. The
strengthening or deterioration
directly affects the business
• Damage to data or
technological platforms by
third-party example Cyber-
attacks, hackers ...
• Government regulations
• Continuity of existing, medium
or large customer services. Exit
could affect the size of specific
business portfolios
• Countries and/or regions with a
large number of competitors of
different sizes and/or business
flexibilities
• Potential negative effects of
unfavorable acquisitions
• Efficient management of
operational capacity, especially
in countries with high demand
for services and technology
platforms
• Inefficient processes of
contracting qualified talent
• Global or local financial
situations: fluctuations,
exchange rates, value of
services, affecting revenues
and profits
• Absence of contingency plans
in natural disasters, both to
internally human team and to
provide support to clients
Internal and confidential document. Use for discussion purposes only

13. Questions and doubts…