TELEPERFORMANCE_Registration_document_2017

CONTENTS

Teleperformance in 2017

2

Message from the Chairman and Chief Executive Officer

6

6

COMMENTS ON THE FINANCIAL YEAR 157 6.1 Review of the Group’s financial position and results 158 6.2 Review of the Company’s financial position and results 163 6.3 Trends and Outlook 165 CONSOLIDATED FINANCIAL STATEMENTS 167 7.1 Consolidated statement of financial position 168 7.2 Consolidated statement of income 169 7.3 Consolidated statement of comprehensive income 169 7.4 Consolidated statement of cash flows 170 7.5 Consolidated statement of changes in equity 171 7.6 Notes to the consolidated financial statements 172 7.7 Statutory auditors’ report on the consolidated financial statements 209 PARENT COMPANY FINANCIAL STATEMENTS 8.1 Balance sheet – Assets, at December 31 st 8.2 Balance sheet – shareholders’ equity and liabilities, at December 31 st 214 8.3 Income statement, year ended December 31 st 215 8.4 Notes to the parent company financial statements 216 8.5 Schedule of subsidiaries and investments, December 31 st , 2017 231 8.6 Statutory auditors’ report on the financial statements 233 8.7 Five-year summary 236 213 214

1

INTRODUCTION TO THE GROUP

9

10 12 28 29 31 33 39

Company background

1.1

1.2 Operations and strategy 1.3 Real estate and facilities

1.4 Organization chart (at December 31 st , 2017)

7

2

RISKS AND CONTROL

2.1 Risk factors

2.2 Insurance and risk coverage 2.3 Internal control and risk management procedures

40

INFORMATION ON THE COMPANY AND ITS SHARE CAPITAL 3.1 Information about the Company

3

49

50 53 59 63 65 65

3.2 Share capital 3.3 Shareholding

3.4 Stock market listing

8

3.5 Dividends

3.6 Financial communication

4

CORPORATE GOVERNANCE

69

71

4.1 Governance

4.2 Remuneration of directors and executive officers

101 119 120 120

4.3 Transactions on Company’s shares 4.4 Other elements of the corporate governance report 4.5 Regulated agreements and commitments

9

ENVIRONMENTAL, LABOR AND SOCIAL INFORMATION

5

ADDITIONAL INFORMATION

237

123 124 130 142

9.1 Person responsible for the Registration Document

5.1 Introduction

238 238

5.2 Staff information

9.2 Statutory auditors

5.3 Environmental information

9.3 Cross-reference table of the Registration Document 9.4 Cross-reference table to the annual financial report 9.5 Cross-reference table to the management report 9.6 Cross-reference table to the corporate governance report 9.7 Cross-reference table on environmental, labor and social information

239

5.4 Social information 149 5.5 Social and environmental issues and targets 154 5.6 Report by one of the statutory auditors,

242

appointed as independent third party, on the consolidated Human Resources, environmental and social information included in the management report

243

155

245

246 248

9.8 General observations

Teleperformance bb - bb Registration documentbb 2017