Transcom reported its fourth quarter and full-year 2012 results. Revenue increased 14.1% in Q4 2012 and 9.3% for the full year 2012 driven by growth in all regions. Underlying EBITA improved in Q4 2012 and for the full year compared to prior year periods due to volume and efficiency gains, though some regions faced challenges. Key priorities going forward include continuous focus on underperforming areas, revenue expansion, efficiency improvements, and improving quality to support new volume ramp-ups, as well as growing revenue in line with markets and improving profitability over the medium to long term.

1. 14 February 2013
Transcom
Fourth Quarter and Full-Year 2012
Results Presentation
Johan Eriksson, President & CEO
Outstanding
Customer
Experience

2. Transcom at a glance
1

3. What is Transcom?
• A global customer experience
specialist...
• ...providing outsourced
customer care, sales,
technical support, and credit
management...
• ...through an extensive
network of contact centers
”
and work-at-home agents
Transcom’s business is to
help make sure that our
clients’ customers form
positive perceptions of their
interactions with them.
3

4. Transcom in numbers
• 30,000 people
• 70 contact centers, onshore, off-shore and near shore
• 28 countries
• Delivering services in 33 languages...
• ...to over 400 clients in various industry verticals
• €605.6 million revenue in 2012
• Market cap: SEK 896.8 million as at February 11, 2013. Listed on NASDAQ OMX Stockholm
(TWW SDB B and TWW SDB A)
4

5. We have an extensive global footprint
Home markets Near Shore Locations Offshore Locations
 Austria  Czech Republic  Canada  Chile*
 France  USA  Croatia  Peru*
 Netherlands  Canada  Estonia  Philippines*
 Slovakia  Italy  Latvia  Tunisia
 UK  Poland  Czech Republic
 Belgium  Sweden  Hungary * Developing into home/near shore
 Germany  Denmark  Lithuania markets
 Norway  Portugal
 Spain  Switzerland
 Australia  Croatia
5

6. Transcom’s organization
• Corporate management
- CEO, CFO, CIO, Head of Operations, Head of Global
Sales & Accounts
• Regional management
- North region (28% of revenue)
- Iberia (19% of revenue)
- North America & Asia Pacific (20% of revenue)
- South (15% of revenue)
- Central Europe (10% of revenue)
- Credit Management Services (CMS) in eight European
countries (8% of revenue)
6

7. Transcom’s service portfolio
• Customer service
Customer experience specialists trained to support
best-in-class product, service and brand experiences
for our clients’ customers
• Technical support
Tiered support models, from the simplest questions to
more complex support scenarios
• Customer retention
Preventing defection and maximizing the lifetime of
a customer
• Customer acquisition
Acquiring new customers cost-efficiently, and building
strong customer relationships as a basis for future interactions
• Cross- and upselling
Building relationships and identifying customer needs
during any type of interaction, and taking appropriate
action to satisfy the customer’s need
• Credit management services (CMS)
Early collections, Contingent collections and Legal collections
7

8. Recap of our situation and focus areas
Situation today and short-term focus Market trends
• Transcom’s profitability has decreased • Growth driven by domestic Asia Pacific
in recent years, but is now improving and Latin America markets
• Continuous focus on underperforming • Diversification (geography and
areas business models)
• Growth in selected areas and efficiency
improvements
• Broadening client base
Going forward - Strategic direction
• Creation of outstanding customer
experiences, while helping clients to
reduce cost and drive growth
• Flexibility is critical
8

9. Our performance in Q4 2012 and FY 2012
2

10. Revenue in Q4 2012 increased 14.1% compared to Q4 2011
Net revenue, Q412 vs. Q411
€m 162.9 Growth • Increasing volumes with our installed
base clients
13.5 -9.0%
142.8 • New clients contributed meaningfully
16.0 +11.5% to growth, not least in North America
CMS 14.9
& Asia Pacific
Central Europe 14.3 25.2 +17.5%
South 21.4
31.0 +8.6%
Iberia 28.5
31.9 +23.8%
North America
25.8
& Asia Pacific
45.4 +19.7%
North 37.9
Q4 2011 Q4 2012
10

11. Revenue in 2012 was 9.3% higher than in 2011
Net revenue, 2012 vs. 2011
€m 605.6 Growth • Growth in all regions
554.1 55.3 -4.8% • CMS revenue decreased
58.1 57.8 +4.0% • Some of our offshore locations
CMS evolving into home markets as well
55.6
Central Europe 98.5 +6.4% - Grow in new attractive markets
92.6 - Diversifying our client base
South
+9.6% - Increasing seat capacity
119.4 utilization
Iberia 108.9
+14.0%
North America
112.1
98.3
& Asia Pacific
+15.6%
162.4
North 140.5
2011 2012
11

12. Underlying EBITA in Q4 2012 improved compared to Q4 2011
+1.3 -4.4
+3.0
Volume &
efficiency- +0.4 3.3
driven +0.8 2.9
2.2 gains -0.1
Reassess-
Restructuring Expansion Sales & Non- ment of
savings investments support recurring accrued
costs revenue in
related to CMS EBITA
EBITA EBITA
Q411 France Q412* Q412**
* Underlying performance, excluding restructuring and other non-recurring costs
12 ** Underlying performance, excluding restructuring and other non-recurring costs, and a reassessment of
accrued revenue in the CMS business unit

13. Underlying EBITA in 2012 improved compared to 2011
+3.5 -7.4
+7.6 +0.4 13.2
+1.7 12.8
Volume & +1.2
-0.7
efficiency- Reassess-
driven Non-
6.8 Expansion Sales & ment of
gains Reclass- recurring
investments support accrued
ification of costs
revenue in
Restructuring amorti- related to
CMS
savings zation France
EBITA EBITA EBITA
2011 2012* 2012**
* Underlying performance, excluding restructuring and other non-recurring costs
13 ** Underlying performance, excluding restructuring and other non-recurring costs, and a reassessment of
accrued revenue in the CMS business unit

14. EBITA margin improvements in North America & APAC, Central
Europe and South, offset by lower margins in North and CMS
2012 2011 • Volume and efficiency-driven performance improvements
Oct-Dec Oct-Dec in North America & Asia Pacific, Central Europe and
EBITA margin* South
North 3.1% 10.5% • North: operational performance issues on some client
Central Europe 4.0% -8.8% projects and ramp-up costs for a new clients. Action
South -2.4% -14.0% expected to yield results in Q1 2013.
Iberia 4.4% 4.9%
North America & AP -0.6% -1.6% • CMS: Decrease in volumes handled and increased price
CMS 2.0% 9.9% pressure. Performance in the UK has improved, and we
TOTAL 1.8% 1.5% expect a full turnaround during 2013.
FY 2012 FY 2011 • Volume and efficiency-driven performance improvements
in North America & Asia Pacific, Central Europe and
EBITA margin*
North 3.1% 5.9% South
Central Europe 0.2% -0.1% • North: lower operational efficiency on some client
South -2.5% -8.8% projects, higher attrition and higher training costs.
Iberia 4.5% 4.7%
North America & AP 0.6% -3.5% • CMS: Decrease in volumes handled impacted results.
CMS 7.2% 8.7% Cost reduction initiatives lowered SG&A by €2.1m.
TOTAL 2.1% 1.2%
14 * Underlying performance, excluding restructuring and other non-recurring costs

15. We need to successfully address a number of
short- and medium-term operational and financial
challenges
Stop the losses in France (€1m/month in 2012). Transcom plans to stop financing
the French subsidiary’s loss-making operations beyond March 1, 2013
Increase onshore seat utilization in North America
Successfully resolve tax claims
Successfully implement action plan to improve operational performance in the North region
Germany – renegotiate labor agreements
Return UK CMS to profitability
15

16. What will it take for Transcom to return to historical margins?
Continue improving key performance indicators
• Seat utilization
• Efficiency
• Offshore/onshore split
• Attrition
Improvements on four KPIs vs. previous year
Key performance Trend vs. 2011 Q4 2012 vs. Q4 2011
driver
Average Seat (87% vs. 78%)
Utilization ratio
Share of revenue (20% vs. 16%)
generated offshore
Average Efficiency n/a (positive development)
ratio (billable over
worked hours)
Monthly attrition n/a (positive development)
16

17. Debt & leveraging
Gross debt (€ m) Net debt (€ m) Net debt/EBITDA
140.0
4.50
126.8
4.00
120.0
111.2
3.50
100.0
89.1 3.00
80.7
73.4 75.9
80.0
71.0 2.50
65.3 65.0
60.0 2.00
38.1 1.50
40.0
32.1
1.00
13.2 17.2
20.0
11.9 0.50
0.0
0.00
Q211 Q311 Q411 Q112 Q212 Q312 Q412
• Gross debt increased by €4.8m vs. Q312
• Net Debt increased by €6.0m compared to the Q312 level
• Net Debt/EBITDA ratio: 1.97 (1.71 in Q312)
• Interest charge €0.7m (€0.8m in Q312)

18. Going forward
– Transcom’s strategic direction
3

19. Transcom’s brand promise
”
Outstanding Customer
Experience, driving
revenue and brand
loyalty
19

20. Growth opportunities
North America and Asia Pacific
• Continue expanding in local markets in Asia Pacific
Latin America
• Serving domestic markets and the US,
in addition to Spanish clients
North Europe
Central Europe
• Near shore

21. Summary: key priorities going forward
Short-term focus
• Continuous focus on executing turnaround in
underperforming areas
• Continued focus on revenue expansion and
efficiency improvements
• Increased focus on quality and service delivery
to support significant ramp-up of new volumes
Medium-to long-term priorities
• Grow revenue in line with overall market growth
in the markets where we choose to compete
• Improve profitability and decrease earnings
volatility
- Continuously strengthen operational efficiency
- Optimizing our geographic delivery mix
- Focus on broadening our client base
21

22. Thank you!
Questions?