TP India Client Magazine Q3-2023

Magazine TP India Q3 2023

Embracing Diversity, Equity & Inclusion TP Women, #MenAsAllies & Women in Network

Leading by Example Leadership Insights

Driving Transformational Outcomes

Gen AI & Cutting-edge Technology Adoption

Industry Wise Ecommerce & Healthcare Leaders share Industry Updates

Growth, Innovation, and Diversity Celebrating

TELEPERFORMANCE INDIA

IN THIS ISSUE

CELEBRATING GROWTH AND PROGRESS AT TELEPERFORMANCE INDIA

Celebrating Growth

I n today’s hypercompetitive business landscape, the value of a brand transcends products and services; it encompasses the emotions, experiences, and connections it evokes among consumers, which when addressed rightly, builds a chain of positive interactions leading to growth and success. As we close Q3, let’s take a moment to reflect and celebrate the remarkable growth and progress we have achieved in recent times. Our journey has been marked by success on multiple fronts - People, Sites, Business, and an unwavering commitment to Diversity, Equity, and Inclusion. People - Our Greatest Asset Our organization is only as strong as the incredible individuals who make up our team and we are immensely proud to witness the growth in our talent pool and their support in making us a Great Place to Work, once again!

Sites - Expanding Our Reach Our recent and ongoing expansion into new locations and sites has been encouraging. These expansions are a testament to our ambition and vision, allowing us to serve a broader range of customers and communities while creating exciting opportunities for our employees. Business - Driving Innovation and Success We stay committed to delivering the best service to our customers, resulting in robust business growth. We’ve seen increased revenue, market share, and customer satisfaction. This growth is a testament to our commitment to excellence and innovation. DEI - A Catalyst for Positive Change We recognize that our DEI journey is ongoing, and we must remain committed to continuous improvement as we partner with our amazing clients to build a team that is as diverse and reflective of our clients’ customers.

As we move forward, we will continue to celebrate diversity and actively seek opportunities to amplify diverse voices, stories, and perspectives within our publication. I encourage all of you to explore stories, research, and engage on expert insights related to our journey in the last quarter, including the launch of an amazing VR Gaming Zone, being recognized yet again as one of the Best Companies for Women and as one of the most Inclusive Companies, and multiple industry recognitions for our technological innovation and prowess which allows us to build very customized tools to support our client partners. Thank you for your dedication to our shared success. Your efforts are truly making a difference, and our team looks forward to achieving even more together in the days ahead.

Celebrating Growth and Progress at Teleperformance India

03 04

Growth Story: Solutions and Transitions

CEO Message: Elevating Success with High-Tech, High-Touch

19 18 17 20

Happy Clients, Customers & Employees!

A Winning Attitude: Awards & Recognitions, Q3 2023

CTO Speak: Helping businesses unlock Transformative Potential & boost Growth via Innovative Strategies

News & Media Coverage, Q3 2023

COO Message: #TPVantage - Simpler, Smarter Solutions for Global Success

We are a Force of Good: Corporate Social Responsibility

CIO Insight: Leading Business Growth & Transformation with Advanced IT Solutions

Diversity, Equity, and Inclusion: urturing a Diverse, Equitable & High Trust Work Culture!

CHRO Message: Culture of Appreciation - Recognizing our Stars and Championing Excellence

GET. SET. EXPLORE. Step into our Captivating New Launches!

Teleperformance India’s Ecommerce Growth Journey, Q3 2023

PREPARED TO BE AMAZED! Teleperformance Immersive Experience

Warm Regards, Neha Sethi Head of Marketing, Teleperformance India

Celebrating Teleperformance India’s remarkable Healthcare Journey and Achievements, Q3 2023

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TELEPERFORMANCE INDIA

STRONGER. FASTER. SMARTER.

Elevating Success with High-Tech, High-Touch

I had discussed in my Q1 & Q2 messages about growth being a key 2023 goal, along with service delivery excellence, hybrid working model, and continued development of a Great Place to Work culture . As we step into Q4’23, I am delighted to share that we continued with our pace to deliver exceptional results not only for Q3’23, but also on our overall 2023 goals. Our teams at Teleperformance India delivered a terrific Q3 with a single- minded focus on the goals, having exceeded our targeted outcomes yet again - l Multiple New Logos added with strong collaboration on InnovationandTransformation.

YTD, and 41% Contribution to the Global Positive Mentions (Jul/ Aug). 4.7-Star Rating on Glassdoor with 11K+ Reviews and 4.5- Star Rating on Indeed with over 6K Reviews, reinforcing our commitment towards nurturing our people- first culture and engaging continuously across all channels. Just like H1, Q3 growth momentum advanced with l plans to expand both talent and infrastructure including 60,000 new hires planned in India over the next 2 years for a 150,000 strong workforce , and additional sites in Noida, Bengaluru, Pune, and Hyderabad (Read More) . Our newest site inauguration in Hyderabad witnessed Teleperformance’s collaboration with the Telangana State Government, and the Minister for IT & Industries gracing this momentous launch (Watch the Launch Event), (Read More by KTR – Minister for IT & Industries) , elevating the total Hyderabad headcount to over 3,500 employees . Our other expansions

TP Star Awards , recognizing the outstanding accomplishments of Teleperformers across India, in 14 sites physically and 16 sites virtually. Coming up in Feb’24 is our equally exciting annual showcase event, The Teleperformance Immersive Experience , in a brand-new avatar at Hyderabad, India. Themed, ‘Be the Disruptor...In the Era of Disruption’ , it is a unique, three-day event carefully crafted to engage participants in a world of captivating innovation. As we continue to build and leverage the best technology and people practices, focused on growth and transformation across client businesses and TP, I want to thank you for your ongoing commitment and partnership, with our promise to deliver better, faster, and smarter for shared success.

include the addition of 500+ seats in Mumbai, and a brand-new Noida site with ~800 seats planned by year-end. In another first, we launched The Matrix , a futuristic gaming arena at Teleperformance Gurgaon. Providing an all-immersive experience, the augmented reality supported by AI and VR promises to sweep the players into the thrilling world of gaming (#EnterTheMatrix) . We will continue to invest in the gaming industry and eSports as a strategic partner for global gaming organizations. Our High-Tech, High-Touch culture continues to garner recognitions across global forums, including – l Top 15 Best Workplaces in Asia 2nd time in a row by Great Place To Work®

Golden Bridge Awards 2023 for New Product & Service Innovation (AI, IT & Cyber Security), Company Work-From- Home Implementation of the Year, and Company Innovation of the Year categories A prestigious spot in The Economic Times Coffee Table Book for Best Organizations for Women , recognizing our all-inclusive culture of creating diverse & equitable workplaces Digital Experience of the Year (India) - TP Gen AI for Travel & Hospitality at the Asian Experience Awards 2023 Best Innovative Leadership Development Program at The Economic Times ETHRWorld Future Skills Awards Corporate Excellence Award for Training Excellence at the Making India Employable Awards WFM Learning Agility Award at the GWFM Awards 2023

We continue to achieve high Transitions scores with 88% Green Start and 99.4% On-time Scores, and 85% NPS Score. 150+ YTD Closed Projects, delivering a total client benefit of €13.4 Mn impact via TP Digital, and significant investments in the GenAI space. Online Performance including a 99% Positive Sentiment Score for the month, 200K+ Mentions Exceptional

2023 Avtar & Seramount 100 Best Companies for Women in India Exemplar of Inclusion - 2023 Avtar & Seramount Most Inclusive Companies Index A triple win at the 15th Annual

Our growth story also encompasses our people, who we believe are the biggest drivers of success at Teleperformance. We celebrated the

Best regards, Anish Mukker CEO, Teleperformance India

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TELEPERFORMANCE INDIA

TP DIGITAL

GLOBAL BUSINESS SERVICES

Simpler, Smarter Solutions for Global Success #TP Vantage

have been executed seamlessly across various towers, setting the stage for further optimization. Our collective effort is now directed towards achieving our end state target for December 2023 of transitioning over 750 roles across these towers. We have already undertaken extensive due diligence in the Philippines, identifying 1,336 resources as part of our Offshore/ Shared Services team, with a substantial number of them supporting CTSS and APAC & Group. Our team is actively collaborating with these teams to validate role requirements and feasibility for the upcoming transition. In line with our commitment to standardization, GBS has made significant strides. We have implemented global rate cards, standardized billing structures, and comprehensive documentation across functions. These initiatives have enhanced transparency and operational efficiency, aligning us more closely with our overarching goals. We have also successfully implemented the reporting dashboard for all towers. This innovative tool provides real- time updates and insights, allowing us to closely monitor and manage our operations more effectively. It includes tracking business matrices such as SLAs and KPIs, enabling data-driven decision-making and facilitating quick adaptations to changing circumstances. As we move forward into the final stretch of this year, I want to express my gratitude to each and every one of you who has contributed to the remarkable progress we have achieved. Our journey is far from over, but with our continued dedication and unwavering commitment to excellence, I am confident that we will not only meet our goals but exceed them.

Q3 HIGHLIGHTS & SIGNIFICANT DEVELOPMENTS

• One GBS: Consolidation of all resources as part of GBS India to drive SU, standardization benefit, cross skill and automation benefits. • 348 Roles Successfully Transitioned across Towers: Training - 127, Parallel Run - 13 & Production – 208. • Completed PH Due Diligence: 1,336 resources identified as part of Offshore/ Shared Services with 1,232 supporting CTSS and 295 supporting APAC & Group. Working with teams to validate the role requirements and feasibility for IN Transition.

Helping businesses unlock Transformative Potential & boost Growth via Innovative Strategies Furthermore, Teleperformance

A s we approach the conclusion of Q3, I want to take a moment to reflect on the remarkable progress that TP Vantage (GBS) has made over the course of this year. It has been an exceptional journey, and I am proud to share some key highlights. Throughout the year, our GBS operations have gained significant momentum. We have remained steadfast in our commitment to streamline our operations across various towers. Our strategy, which places a strong emphasis on immediate cost arbitrage, is bolstered by our dedicated change managers who ensure non-disruptive transitions. Furthermore, we have diligently constructed a robust operational framework, all the while maintaining a sharp focus on performance excellence. As we move forward, our primary focus is on establishing standardized practices, processes, and controls. These will serve as the foundation upon which we will build a core commitment to cost-effectiveness. In the realm of Delivery Readiness for TP Vantage, I’m pleased to share that TP Vantage remains on track. We have a dedicated leadership team in place, and our optimized location strategy is attracting the right talent to support our objectives effectively. We have successfully transitioned over 400 roles to date. These transitions

A t Teleperformance, our intelligent solutions, combined with our expertise and problem- solving approach, have always driven transformational outcomes for our clients. So far, we have delivered more than 450 successful (inclusive of 148 closed) projects . In Q3 2023, our data- driven, digitally powered solutions contributed over €16 Million in total client benefit, and with TP Digital’s leadership steer and unwavering focus on ‘Sell More’ to ‘Win More’ proposal conversion, we have ensured 100% of all deals with >5Mn ACV are CAT 3.

customer service executives to adjust their accents, enhancing our competitiveness in the Indian voice business. Procurement Standardization: Phase II to optimize cash flow and improve compliance. Employee Experience Tracking: Addresses key issues during onboarding and exit phases of employee lifecycle.

has made judicious investments in developing solutions that consistently deliver, meet, and surpass the clients’ needs and provide them with a competitive advantage that allows them to stay ahead of the competition. Considering GenAI’s rapid popularity, we have made significant investments in this space and are utilizing TP Gen AI’s Mail2Summary, Call2Summary, Knowledgebase, and Sentiment Analysis offerings to bring about Gen AI-powered transformation for our clients, and discover new revenue streams exclusive to TP Digital. In addition to this, our TP configuration Backoffice Platform delivered successful outcomes for 21 Clients, 90 LOBs with 4,000+ users, and over 1,000 users moving from TP Legacy solutions. Key highlights from our innovative transformation projects include: •

Delivery Readiness On Track: • Vantage Leadership team

•

onboarded; governance model implemented.

Mamta Lamba COO – Global Business Services, Teleperformance India • Standardization: • Global Rate Cards by roles implemented for enhanced transparency. • Standardized Billing Structure to eradicate billing leakages across towers. • Creation of Standardized Documentation across functions: SOPs, Key Stroke Mapping, Performance Baselining, Operational Framework, etc. • Optimized Location Strategy to acquire the right talent pool, including Hyderabad for IT, Jaipur for F&A, and Chennai for Digital. • Green Start Structure implemented across all transitions to track readiness. • Global IT Connectivity implemented to ensure strong global infosec standards and flexibility. • SLA Monitoring implemented through operational governance model.

•

DIVISION HIGHLIGHTS

•

€16 Mn Benefit Delivered in Q3: Client €13.3 Mn and TP €2.7 Mn TP GenAI: Live in 5 Accounts TP Capacity Management Solution: Phase II functionality delivered with a total benefit of 300K+; global rollout of solution planned as a next step Accent Neutralization: 1 Business Live with 130+ users Procurement Standardization: Phase II delivered with automation of payments to vendors TP Interact-Led QA Automation: Live in 2 Accounts

• •

•

TP GenAI rollout across 33 key accounts, with 43 active initiatives for the top four use cases.

•

Enterprise-wide Neutralization

Accent

•

Amit Vohra CTO, Teleperformance India

Technology

Adoption:

Empowers Indian

TELEPERFORMANCE INDIA

IT ENABLING BUSINESS GROWTH

CREATING A CULTURE OF EMPLOYEE CARE, RECOGNITION AND REWARDS

Leading Business Growth & Transformation with Advanced I T Solutions

IT AS AN ENABLER TO TOP LINE GROWTH

Capex – Per seat cost reduction on the rate card

Opex – Per seat cost reduction on the rate card

1.6 1.4 1.2 1

1.47

1.43

1.31

1.28

0.77

0.73

0.74

0.73

0.8 0.6 0.4 0.2 0

0 . 7

0.64

0.63

0.53

O ur objective has been to provide secure, stable Information Technology (IT) services and infrastructure with optimal costs to meet business requirements thereby enabling the growth and transformation of our businesses. It has been our constant endeavor to support our clients and businesses by driving efficiencies and cost savings via innovative IT solutions and enhancements. Keeping the business requirements in mind, we have been able to successfully bring in cost efficiencies that impact on our Top Line and Bottom Line over a period of time. Below are some of our highlights and areas where we have brought about reductions - Vispi Palsetia CIO, Teleperformance India

Backoffice

DBU Voice

IBU Voice

Backoffice

DBU

Voice

IBU

Voice

Capex Per Seat - Old

Capex Per Seat - New

Opex Per Seat - Old

Opex Per Seat - New

VDI DEPLOYMENT • 13% VDI OpEx Reduction • Global VDI Deployments for

DESKTOP SUPPORT COST • 60% Support Cost Reduction • VDI Deployments: Led to increased span ratio of desktop support engineer to 1:300

TELEPHONY LICENSE COSTS • 21% Aspect License Cost Reduction • License Usage Numbers Economies of Scale • 1500 – 2000 Spare Licenses: Can be redeployed from the repatriated processes

BANDWIDTH REDUCTION

Culture of Appreciation

• ~22% Average Bandwidth Costs Reduction via hard negotiations

Economies of Scale: Led to VDI costs reduction & enhanced refresh rates • Old End Points / Assets deployment capability

Recognizing our Stars and Championing Excellence

W e have witnessed an astounding growth story this year at Teleperformance India, largely scripted by our people, who we believe are the biggest drivers of success at Teleperformance. We follow an overall organizational ethos encompassing communication, trust, and engagement by involving employees in creating an environment where they feel engaged and inspired and stay connected with their leaders. Our single-minded focus on employee care, recognizing and rewarding top performers, and honoring our outstanding people and organizational achievements once again took centre stage in Q3. I am delighted to share that we celebrated TP Star Awards amid much grandeur, recognizing the outstanding accomplishments of Teleperformers across India. Our employees from diverse functions

for further leverage on strategic pipeline accounts

an integral part of our workplace DNA, achieved through meaningful and intentional practices. Another important initiative of our continued people-focused activities is the revised higher coverage and benefits of the EmployeeMediclaim Policy extended to employees and their families. We concluded a triumphant Q3 with various Industry recognitions including Top 15 Best Workplaces in Asia 2 nd time in a row by Great Place To Work ® , 2023 Avtar & Seramount 100 Best Companies for Women in India , Exemplar of Inclusion the 2023 Avtar & Seramount Most Inclusive Companies Index, and Best Organizations for Women feature in The Economic Times Coffee Table Book.

and from all levels made the cut with more than 2,000 people awarded for their accomplishments. In another first, the event was concurrently hosted across 14 sites physically and 16 sites virtually, with real-time live coverage across all these 30 locations . Teleperformance is committed to creating a culture of recognition with employee appreciation being

IT AS AN ENABLER TO BOTTOM LINE GROWTH

NETWORK

Inhouse Skill Retention • Resource transfer from outsourced model to Inhouse Model • 428 roles moved from outsourced model to inhouse RESOURCES

Network – MPLS, Internet and NLD • Hard Negotiations • Economies of Scale

EUR 100K

EUR 750K

• IBU = INR 1.47 Cr / EUR 165K • DBU = INR 3.15 Cr / EUR355K • CRM = INR 2.04 Cr / EUR 230K

TELECOM

VDI • TP India Centre of Excellence Team for VDI • Outsourced Model to Inhouse Model • Discontinuation of services from Ananta VDI DEPLOYMENT

PRI Consolidation • PRI Rental cost Consolidation • PRI Plan negotiation from 25K to 14K • Migration of 38 PRIs • Surrendered 48 PRIs from BSNL

EUR 561K

EUR 335K

OTHER INITIATIVES

Transformation • Onboarding experience program • End to End Process automation • Curtailed TAT from 5 Days to 1 day for APAC email ID creation • Day zero (0) asset handover • HRMS to CCMS Automation • Employee profile • Photo Upload BOT • 7 Man Hours daily Saving • JML BOT runs at 99% compliance for access deprovisioning

DEI – 11%

Vinod Mehta CHRO, Teleperformance India

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TELEPERFORMANCE INDIA

DRIVING ECOMMERCE SUCCESS WITH A CUSTOMER FIRST APPROACH & CUTTING-EDGE AI SOLUTIONS

Omni Channel Trends

What are Clients looking for?

OMNICHANNEL TRENDS

EMERGING OMNICHANNEL TRENDS

Multilingual and Global Support Preference for vendors that offer multiple language support and global location advantage. Artificial intelligence capabilities Solutions which integrate AI to improve accuracy/ efficiency. Data Driven Insights Help improve customer service, identify customer pain points. Social Media Support Handle customer complaints through social media.

Metaverse Companies with Augmented Reality ready capabilities will capture wallet share. In 2023 , t he market is expected to grow to $82 Billion growing @ CAGR of 47%. Social commerce AI will play a pivotal role in customer purchase decisions. Forecasts suggest that Social Commerce Sales Value will reach ~$2.9 Trillion by 2026.

Mobile First Clients prefer outsourcing partners who can optimize customer service for mobile channels. 6.92 billion people have smart phones ( 82% of World Population ) with 50% of ecommerce sales on smart phones. Domain Expertise Clients prefer partners with customer service domain expertise such as clothing, sportswear, gadgets, health, F&B, etc.

and what your customers want most company does best Know what your

2022 $992B

2023 $1,298B

2024 $1,698B

2025 $2,221B

2026 $2,900B

Click to read more about Metaverse Amit Luthra, COO - TP India

Brand Building

T ime just flies and it seems like yesterday when I joined Teleperformance. It has been a fantastic 12 months of leading the Ecommerce / Retail vertical for Teleperformance India. In 2023, our strategy has been twofold: • Grow existing programs with a clearly defined account management strategy to deliver operational excellence and provide value adds to our esteemed clients. • Increase our India footprint by participating in global RFPs and provide tailor made solutions to our prospective clients.

What’s working? LinkedIn Ecommerce Campaign TP Talks Collaborate with Clients and share perspectives on current trends and challenges.

Social Media Campaign Insights

our Business Development team based in US and CA. The campaign resonated with clients and Teleperformance participated and won a major leisure- wear ecommerce brand based in CA. In August’23, Teleperformance participated in the Economic Times Retail summit in Bangalore. Over 200+ clients visited the kiosk as we presented solutions on customer service, tele- sales, back-office processes and more. One of the successful outcomes was Teleperformance becoming an ecommerce strategic partner to a 150-year-oldbrand.ThehouseholdIndian brand is launching their ecommerce website with Teleperformance providing end-to-end solution on customer service, sales, and social media support. As the SME for the ecommerce vertical, I am fortunate to have a large team of able and experienced leaders, who understand the business model, customer mindset and are eager to WIN.

This account management strategy has been effective as we added 800+ HC during the year and is a validation of our Customer First approach, with 60% of the growth coming from voice programs focused on customer service. We conducted customer journey mapping for all the major ecommerce programs and insights were presented totheclients,andthiswasacollaborative effort by our Transformation, Quality and Operations teams. We enabled AI solutions and integration of tech tools to create a niche space in the competitive outsourcing market. One such success story is where Teleperformance created a Transformational AI solution for an ecommerce aggregator that helped improve customer experience and reduce overall cost of service. We implemented the India Growth Strategy through targeted social media branding and marketing. The campaign focused on domestic and International markets and generated 11K impressions with over 650 client engagements, landing us two successful projects. An email marketing campaign on ‘India WIN’ was shared by

CAMPAIGN OUTCOME

LINKEDIN VS TWITTER Impressions

SUCCESS STORY

2600

200+ FTEs potential business opportunity via LinkedIn engagement, and currently in commercials finalization stage.

2200

2000 2000

What’s in store?

11K Impressions

735

597

587

352

Ecommerce Project Charter in Partnership with NASSCOM. Collaborate with influencers and industry experts like existing, old & new clients.

Post-1

Post-2

Post-3

Post-4

Linked In Twitter

272

Engagements

650+ Engagements

Businesses Partnerships with CRM providers, shipping solutions, telephony, etc. to cross-promote services.

Post-4

Post-3

Post-2

Post-1

Linked In Twitter

ET Retail E-comm Summit 2023

500+ Delegates

Brand visibilty created amongst 500+ delegates from various e-commerce companies.

Next Steps Demand Generation Campaign - Aug’23 Lead closures - Oct’23

100+ One On One

Engaged in one-on-one networking with 100+ key decison makers, founders, CXO’s, etc.

Abhishek Naidu VP Operations - Ecommerce/ Retail Vertical Head, Teleperformance India

15+ Hot Leads

15+ key leads including top companies like KurlOn, Paytm, Mirraw, Hindalco etc.

5 FTEs

160 FTEs

220 FTEs

34 FTEs

45 FTEs

160 FTEs

150 FTEs

Teleperformance India: Ecommerce Growth Journey, Q3 2023

UK’s 2 nd Largest Supermarket Chain

Canadian Multinational Athletic Apparel Retailer 2 nd Oct Go-Live @Smartworks, BLR

Global Technology & Ecommerce Conglomerate 25 th Sep Go-Live @Jaipur

Global On- demand Cloud Computing Corporate 25 th Sep Go-Live @Kolkata

US Delivery Company 2 nd Oct Go-Live @Mohali

US Retail Giant & World’s Largest Company by Revenue Oct Go-Live @Mohali

India’s Leading Unani Medicine Company 2 nd Oct Go-Live @Gurgaon

Client Visit concluded successfull @Gurgaon

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POWERING HEALTHCARE WITH TRANSFORMATIVE SOLUTIONS AND INNOVATION

TELEPERFORMANCE INDIA – THE HEALTHCARE SUCCESS STORY

A Rewarding Q3 2023 - Highlights

• Multiple performance improvement initiatives closed across verticals with remarkable results. • 28.77% Net Collection improvement for first 90 days: Led to $40 Mn Annualized Cash Realization. • 10% Overall Coding Accuracy improvement with consistent training, feedback, and TP GenAI implementation. • 5% Transfer Rates Reduction: Impacted handoff reduction and overall TAT improvement. • Global Healthcare Logistics Company: APAC Region added for Invoice Billing (Singapore & India). • 9 Projects completed/ nearing completion with an overall QNI of €5+ Mn. • Capabilities added in 2023: Arbitration, Member Enrolment & Billing, Chart Swap, PBM Billing, Insurance and Patient Refunds, Patient Flip

Our Success Story with Payer

TP GenAI - The Future is Here…

Starting as a modest 24 FTEs ‘member enrolment and billing process’ team, we achieved an impressive grip on quality with a 99.52% score and a remarkable 140% increase in effectiveness scores. Our enduring commitment and relentless application of knowledge helmed our team to a robust 180 FTEs - a testament to our unwavering pursuit of excellence.

An AI-Powered Solution providing personalized and interactive conversation experience with human-like responses , tone of voice, and an interactive knowledge base, successfully developed and implemented for a leading Healthcare Client - • Pilot Process tested and implemented successfully. • Dynamic Inventory Management Tool deployment WIP: Will lead to 20% TAT reduction and valuable vendor behavior insights. • Analytical Tool: Track and provide insights on various call drivers, customer trends, queries, and solutions implementation to maximize first time right.

Celebrating the Growth Journey of Healthcare and a Bright Future Ahead!

CLIENT Testimonials

A s we approach the end of 2023, it is time to reflect on our remarkable journey and celebrate the incredible achievements we have accomplished together. This year has been nothing short of extraordinary, and I am thrilled to share exciting updates that set the stage for an even brighter future.

“I wanted to send a thank you to the whole team this evening for keeping a close eye on specific facility. I received a call this evening from Raghav with concerns of high-volume calls coming in from a specific number and that he took it upon himself to call and check in on them. I am very proud of your team and how attentive they are to our offices. Please extend my gratitude to everyone for communicating when they saw an issue and especially to Raghav for being a great leader.” VP - Vendor Relationship Management, Leading American Disposable Medical Equipment Suppliers

“The 1314 team has given me positive feedback. They have seen a reduction in the duplication of inquiries. Please thank the teams for helping fix this concern and keep up the great work! I really do appreciate it (and them)!” Senior Strategic Partner - Service Excellence, Global Healthcare Logistics Organization

“The Enteral Team was able to reduce claims > 60 days to less than 5%. I had so much confidence in all of you, I knew you could do it. Thank you! The Infusion Team has maintained less than 5% for 5 straight months!!! What a Team! Please thank everyone at Teleperformance for such a wonderful job and you should all be extremely proud and happy.” Vendor Management Advisor, American Healthcare & Pharmaceutical Conglomerate, and the World’s Largest Healthcare Company

First and foremost, I’m pleased to announce that we are set to close 2023 on an exceptionally strong note. Our unwavering commitment to excellence, innovation, and the relentless pursuit of process improvements has not only borne fruit but has also set new benchmarks for success. Our clients have witnessed the transformative power of our services, and the results speak for themselves. One of the most significant milestones we’ve reached this year is the addition of 500 new talented individuals to our family. With our focus on actively driving DE&I initiatives, these new team members are not just numbers; their diverse perspectives and skills will undoubtedly play a pivotal role in shaping our future success. Looking ahead, our growth strategy is built on two key pillars: Farming and Cross-Pollination. Farming involves nurturing existing client relationships, cultivating trust, and deepening our partnerships. Cross-pollination, on the other hand, encourages collaboration

and knowledge sharing across teams, and fostering innovation that transcends boundaries. Together, these strategies will allow us to not only meet but exceed the evolving needs of our clients. We will continue to optimize and transform healthcare client businesses through relentless innovation and process enhancements. Our aim is to remain at the forefront of industry trends and deliver outcomes that redefine excellence. I want to express my heartfelt gratitude to each and every one of you for your unwavering dedication and hard work. Together, we’ve achieved remarkable success, and I have no doubt that our future holds even greater possibilities. Here’s to an extraordinary future! Vishal Renake SVP – Healthcare Client Operations, Teleperformance India

Creating an Inclusive Workspace at Teleperformance, Indore Creating an Inclusive Workspace at Teleperformance with 8 FTEs batch with locomotor disability onboarded at Indore site. Making a Difference

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GROWTH STORY – SOLUTIONS

GROWTH STORY – TRANSITIONS

Creating

Stories

Solutions Highlights International business growth of almost 88% in comparison to Q3 in 2022. More than 20 unique clients acquired In the first three quarters allowing us to expand our client base and diversify our skill sets across various industries. Four Key Sectors experiencing significant growth: Financial Services (Traditional & Fintech), Travel & Hospitality, Media Entertainment & Gaming, and Retail & Ecommerce. Two client partners greater than 1500 FTEs each acquired in the US market, with the need for innovation, scale, agility, flexibility, commitment, and significant investment.

Transitions Highlights

88% Green Start Score

99.4% On-Time Transition Best On-Time Transition Rate achieved till date

85% NPS Score

Best Green Start Score achieved till date

vs. 74% in 2022: One of the best NPS scores achieved

Subba Bhairavabhatla Solutions and Transitions, Teleperformance India

Ruchi Gupta Strategic Account Management, Teleperformance India

ALWAYS DELIGHTING CLIENTS & CUSTOMERS

“The TP team leading this maintained constant communication and follow-ups between Ops and the IT team. Thanks for all your help in getting this done!” weeks of go live; the client is extremely pleased with level of knowledge we have and our engagement. They consider TP a strong partner. CLIENTS, CUSTOMERS & EMPLOYEES! HAPPY “We have won 10 additional FTEs within the first few

Understanding the requirements of the clients and then executing the same for Ops seamlessly is something which helped us in starting the project on time and ensuring that it is driven efficiently.”

“I wanted to take a moment to express my sincere gratitude for all the hard work and dedication you have put into the setup of the Thane and Chennai ramp. Throughout this entire phase, you have exhibited good leadership skills and have been a true asset. Your ability to effectively communicate with us and anticipate potential issues has been nothing short of impressive; kudos to your transition management vertical. We are truly grateful for all that you have done, and your contributions have made a significant impact, and we look forward to continuing to work with you in the future.”

“I WANT TO TAKE A MOMENT TO PAUSE & APPRECIATE THE GREAT WORK THE TEAMS ARE DOING. VERY HIGH ON OWNERSHIP & PARTICIPATION. THANK YOU VERY MUCH! REALLY APPRECIATED.” “The onboarding experience has been very smooth and as per the plan.”

I would like to thank all your team members across functions for a smooth Go-Live and looking forward to a successful partnership.”

“We are indeed happy with the team’s performance. We are closely monitoring their progress and hoping they will be able to meet the quality and velocity targets for fully trained agents soon .”

“The transitions and projects team has done excellent job in providing the required solution by understanding client requirements for a complicated process with multiple LOBs across multiple locations.”

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A WINNING ATTITUDE

TP MAKING NEWS

News & Media Coverage, Q3 2023

Awards & Recognitions, Q3 2023

People / DEI

Tech / Industry

News & Media

Thought Leadership

Triple win at the 15 th Annual Golden Bridge Awards 2023 by Globee Business Awards

Teleperformance to hire 60K people in India in next 2 years - Anish Mukker, CEO – TP India

Unleashing the Digital Revolution - M V Prasanth, COO – International Business, TP India

‘Exemplar of Inclusion’ 2023 Avtar & Seramount Most Inclusive Companies Index

Recognized among 2023 Avtar & Seramount ‘100 Best Companies for Women in India’

‘GOLD: Work-From- Home Implementation of the Year’ 15 th Annual Golden Bridge Awards 2023

‘GOLD: New Product & Service Innovation-TP Interact’ 15 th Annual Golden Bridge Awards 2023

Read full story >

‘SILVER: Company Innovation of the Year - TPCC’ 15 th Annual Golden Bridge Awards 2023

TP earns a prestigious spot in The Economic Times Coffee Table Book for ‘Best Organizations for Women’

HEALTHCARE Navigating Digital Transformation in Healthcare - Vishal Renake, Senior VP – Healthcare Client Operations, TP India

‘BRONZE: Best Innovative Leadership Development Program’ The Economic Times ETHRWorld Future Skills Awards

Read full story >

Digital Experience of the Year (India) - TP Gen AI for Travel & Hospitality Asian Experience Awards 2023

TRAVEL

Digital Transformation takes Flight as Millennials Jet to the Sky

Recognized among Top 15 ‘Best Workplaces in Asia’ 2 nd time in a row by Great Place To Work ®

‘Corporate Excellence Award’ For Training Excellence Making India Employable Awards

- Anish Kapoor, Senior EVP – Travel Operations, TP India

‘WFM Learning Agility Award’ at the GWFM Awards 2023

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CORPORATE SOCIAL RESPONSIBILITY

CLIENT & TP EMPLOYEE VISITS TO INSTITUTIONS

FORCE OF GOOD We are a

Leading Ecommerce Client Visit Institute of Blind, Jaipur

PLASTIC FREE JULY 500+ employees pledged to decrease their reliance on single-use plastic, making a positive contribution to our planet’s cleanliness. WORLD ENVIRONMENT DAY Poster-making event @Malad cafeteria, bringing together TP employees & Akshay Patra volunteers to advocate for the environment and eco-consciousness. OVERALL WELLBEING & MENTAL HEALTH SESSIONS • Healthy E ating by Dr. Daphee (Apollo Hospital) with 200+ employees. • Cervical Cancer Awareness with 50+ participants. • Mental Wellbeing Session with 50+ employees from Leading Ecommerce Client’s Process WORKSPACE ARTICLES TO RAISE AWARENESS • Sustainable Development Goals • International Day of Charity • International Day of Clear Air for Blue Skies • International Literacy Day • World Suicide Prevention Day • World Clean Up Day • International Day of Sign Languages • World Heart Day

Teleperformance supported operational running cost of below institutes for FY 23-24. • Hope Foundation, Chennai • Literacy India (Bajghera), Gurgaon • Literacy India (Pathshala) - 5 centers • Action for Ability Development and Inclusion, Gurgaon • Udaan India Foundation – Center for Change, Mumbai • Sakhi Bal Niketan, Jaipur • Queen Mary’s Technical Institute, Pune • Helpage India – TEV, Cuddalore

Bangalore Team Visit Akshay Patra Kitchen

Mohali Team Visit Institute for the Care of the Blind

ZUMBA SESSIONS Zumba Sessions with 735+ Beneficiaries across Jul’23 & Aug’23

HEALTHY EATING HABITS SESSION Healthy Eating Habits Session with 500+ Beneficiaries

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21 TELEPERFORMANCE INDIA

WHAT DIVIDES US PALES IN COMPARISON TO WHAT UNITES US.

Impact Sourcing After Indore and Jaipur, our 1 st DHH batch inducted @Mohali including 10 DHH team members and 1 Interpreter.

Allies for a #GenderSmart Workforce. #MenAsAllies for #WomenLeadingChannge 9 Workshops across Mumbai, Thane, Gurgaon, and Chennai, and 130+ Participants Certified.

WIN - Women in Network

DE&I Inclusion – SAMARTH (Reducing Barriers & Enhancing Skills) 150 Specially Abled members added to the TP Family • Dedicated team members working on this initiative • Partnerships with NGOs to provide continued support • Leveraging Social Media to broadcast positions in WAHA

Celebrating the commitment and diligence of our women employees! 6 WIN sessions across Mumbai, Thane, Chennai, Indore, Pune, and Vadodara with participants across all grades and Women’s Equality Day celebration.

An all women batch inducted @Mohali.

#HomecomingbyTP #TogetherWithNasscom

Rewards and Recognitions – DE&I Awards Training and Mentoring DE&I Champions whose mission is to improve Diversity, Equity, and Inclusion practices at Teleperformance.

Masterclass (Phase I): Successfully completed for all Executive Committee members: Provided an understanding of the base nuances of DEI and how it impacts the business. COTW Mentorship Sessions with Udaan India Foundation: Successfully concluded with several Teleperformance Leaders conducting sessions for

Support Function Leaders: Maintaining at least 50% or more female headcount in their teams: L&D, HR, and Procurement functions recognized. Supervisors: Supporting female employees to help them progress in their careers: 17 Leads recognized across various processes. Leaders: Taking strides in being inclusive and hiring differently abled people: 7 Account Leaders recognized.

Dr. Soundarya Rajesh Avtar

Jennifer Green Godette Cognizant

Puja Bhatia Teleperformance

Milind Nerurkar Citi

Strengthening the Talent Pool - Bringing Women back to the Workforce

underprivileged students, to help bridge the gap between education and livelihood, and create recruitment success stories.

(View Full Story)

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23 TELEPERFORMANCE INDIA

TP INDIA: BIGGER & BETTER!

Step into our Captivating New Launches! GET. SET. EXPLORE.

APEX LEGENDS TOURNAMENT Featuring 12 teams, 42 participants, and a whopping 13 knock out matches at TP’s own e-sport venue, THE MATRIX. The site was buzzing with fun and excitement with the teams showcasing their gaming prowess and strategies.

QUIZ MANIA

Monsoon Special Quiz SDG Quiz Independence Day Quiz Nature Quiz 66 employees emerged winners and received AC points.

Teleperformance Launches New Office in Hyderabad We’ve opened new doors to opportunities in Hyderabad with our newest office! Inaugurated by the esteemed, Kalvakuntla Taraka Rama Rao / KTR - Minister of IT, Industries and Municipal Administration, Telangana, this futuristic site will offer exciting career prospects for the top talent in the IT-Digital Services sector.

Matrix Grand Launch of #TheMatrix at Teleperformance in Gurgaon ENTER THE

Matrix 18 th August 2023

(Watch the Launch Event)

(Read More by KTR – Minister for IT & Industries)

Hyderabad 27 th July 2023

Click on the below links to witness & share Grand Launch of The Matrix!

Popping the Champagne

Arena Glimpses

Enter the Matrix

Popping the Champagne

Glow in the Dark

Enter the Matrix

Glow in the Dark

Leaders Play

Matrix Carousel

TP Star Awards August 2023

TP Star Awards 23 rd August 2023

CoTW Partner Performances for TP Star Awards Our CSR and CoTW partners and program beneficiaries joined us in the celebrations, along with 6 dance performances from NGO partners Literacy India, Udaan Foundation, Sakhi Bal Niketan and Hope Foundation across cities.

Grand celebration across 14 sites physically and 16 sites virtually! Featured over 69 captivating dance performances lending an electrifying and vibrant atmosphere to the event.

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25 TELEPERFORMANCE INDIA

Be the disruptor... in the era of disruption India, February 5-8, 2024 Teleperformance Immersive Experience

TELEPERFORMANCE INDIA | AWARDS | BLOG | NEWS GET TO KNOW US BETTER!

A specially curated ‘one of a kind’ event in India @Hyderabad.

A unique, three-day event carefully crafted for participants to EXPLORE, EXPERIENCE, ENGAGE & EMBRACE

a world of innovation.

Prepare To Be Amazed!!!

Share your ideas with us…we will be thrilled to hear from you!

Write to us at mediarelations@teleperformance.com

CLICK HERE TO KNOW MORE

27 TELEPERFORMANCE INDIA

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