TELEPERFORMANCE_Registration_document_2017
INTRODUCTION TO THE GROUP 1.2 Operations and strategy
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Growth in the outsourced visa application market will continue to be driven by the following trends: ■ continued increase in international tourism, estimated at around 3% p.a. over the next decade (according to the World Tourism Organization); ■ governments’ ongoing need to optimize their costs and improve services in an increasingly sophisticated environment in terms of security and technology; ■ additional service offerings for visa applicants (travel insurance, fast-track services). The visa application services market remains concentrated, with the two leading players (VFS and TLScontact) holding a combined market share of 40% in terms of visa applications. With about 10% market share, TLScontact is a major player in the outsourced visa application market, having doubled its market share over the last four years. Market share of the main players in the global market of visa application management in 2017 - in % (in terms of visa application number)
Increase in the number of non-English speakers* in the USA
67.3
63.2
20.1%
47.0
21.1%
31.8
17.9%
23.1
13.8%
11.0%
1980
1990
2000
2014
2020
* LEP (Limited English Proficiency) groups. Source: U.S. Census Bureau –bNational Population projections and LanguageLine Solutions estimates With a market share of around 60%, LanguageLine Solutions is the leading provider of over-the-phone and video interpreting solutions in North America, serving a range of companies and institutions in the healthcare, insurance, financial services, telecommunications and public sectors. 1.2.3.2.2 Visa application management services Based on Dun & Bradstreet’s 2013 report and TLScontact estimations, the visa application management business in which TLScontact is engaged represents a worldwide market of 132bmillion visa applications in 2017. The outsourced visa application management market is valued at about 40bmillion visa applications, which corresponds to an outsourcing rate of 31%. World visa application management market outsourcing rate in 2016 - in % (in terms of visa application number)
60%
30%
10%
VFS TLScontact Others
69%
31%
Sources: D&B Visa Application Outsourcing report (2013) and Group estimates.
1.2.3.2.3 Other services The worldwide outsourced debt collection market is currently estimated at around US$25-30bbillion (source: Kaulkinb&bGinsberg). Teleperformance earned 3% of its revenue from this market in 2017.
Outsourcing In-house
Source: D&B Visa Application Outsourcing report (2013) and 2016 Group estimates.
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Teleperformance bb - bb Registration documentbb 2017
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