Presentation to: “Client Name”

2/23/22
Table of Contents

01 The TP D.I.B.S. Advantage

● TP D.I.B.S. BPO Credentials
● Our Industry Services Portfolio
● Industry Recognitions

02 TP D.I.B.S. Capabilities
● F&A Capability
● Service Offerings

03 Technology Overview
● Technology Overview

04 Annexures
● Service Delivery Framework
● Case Studies
 1 Company Credentials

#DIBSToDisrupt
Teleperformance Global Presence and Scale

Largest multicultural team

in the market.

Team of Services in
300K Present in 80 395
265 languages
countries facilities
people and dialects

Integrated Revenue of
Omnichannel Serving
160+ $ 4.720 BN
customer experience
management markets € 4.180 BN
Countries where we operate
In 2017
Countries we serve

Our strength lies in our engaged and happy employees.

Happy & Engaged Happy & Delighted Happy & Loyal

Colleague Customer Client

Framework for success Teleperformance Operational Processes and Standards Baseline Enterprise Standard for Teleperformance
Through our Omnichannel
customer experience capabilities,
we interact with
more than

40
of the world’s
%

population
every year,
Our continuous goal is to
exceed client expectations

Currently serving

160
markets Countries where we operate Countries we serve

#DIBSToDisrupt 3
And provide services
in more than

265
languages
and dialects.
In terms of language, that means we can support

80%
of the world’s population.

4
 7

Offering
Digitally Integrated
Specialized Services
from across the world to over

190+
clients
Cities we serve from

66K+ 190+ 3 International

& 20 42
Employees Clients 21 Languages
Regional Cities Sites

#DIBSToDisrupt
Teleperformance D.I.B.S. India at a Glance

MOHALI 4,663 staff,15 Clients

70k
NEW DELHI 3,088 staff, 7 Clients employees
AGRA 1,230 staff 2 Clients Serving

GURUGRAM 7,730 staff 33 Clients

JAIPUR 7,661 staff 17 Clients

INDORE 8,317 staff 16 Clients

170+
customers
VADODARA 1,157 staff 3 Clients
KOLKATA 3,235 staff 14 Clients
MUMBAI 8,994 staff 26 Clients

HYDERABAD 2,881 staff 7 Clients

THANE 6,390 staff 30 Clients

PUNE 819 staff 7 Clients

14
BENGALURU 5,436 staff 21 Clients CHENNAI 5,301 staff 24 Clients cities

#DIBSToDisrupt
 9

Teleperformance Digital Integrated Business Services

is focused on developing transformation strategies, that enrich customer experience, improve
efficiency, optimize cost of support and explore new opportunities.

Using Compliance, Privacy and Security Best Practices to improve business efficiencies

Offering Best in Class Services

Industry-Specific Customer
Transaction Processing Management Services
(CMS)
• Mortgage underwriting • Contact Centre
Banking & Travel,
• Credit bureau • e-Services
Financial Transportation &
• Corporate banking • Social Media
• Services Logistics,
Payment remediation
• Airline ticketing & fulfilment Hospitality
• Fraud detection & Finance & Accounting
prevention and HR Services
• Claims processing
• Complaints, Refunds & • Finance and Accounting Retail & New
Healthcare
Returns management • Resourcing Economy
• Revenue cycle management • Payroll services
• Medical coding • Workforce
• Content curation, AdWords administration
& maps
Telecom, Media Public Sector &
& Technology Government

#DIBSToDisrupt
And have a strong portfolio & expertise in key verticals
Our capabilities and strategic mix of verticals delivering
Digital Transformation Services, Customer Support and expertise in Technology & Innovation makes us
a leading CX solution provider in the APAC Region

Travel, Transportation &

Others Logistics, Hospitality
12% 15%

Public Sector &

Government Utilities
8%

Retail & New

Economy Telecom,
Healthcare
Media & Technology
6%
24%

Banking & Financial

Services
35%

#DIBSToDisrupt
 1
TM
1
Developing transformation strategies around T.A.P.
Digitization and Automation

Technology Analytics Process Excellence

Automation Interactive Dashboards LEAN
Robotics Propensity Modelling Six Sigma
Proprietary Tools What If Analysis CX Management

Consulting Analytics Enabling Technologies Digital Solutions

• Target Operating Model Design
• Process Optimization
• Six Sigma & Lean
• Program Management
• Special Operational Audits &
Assessments
• RCA • CRM, Workflow, Scanning • RPA
• Financial Planning & Solutions • Desktop automation
Modelling • • Business intelligence
Reporting & Compliance Tools
• Mobility
• Predictive & • Data Management &
Prescriptive Modelling Visualization
 12

Enabled by Advanced Analytics, RPA, Technology & AI

D.I.B.S.

Happy And Motivated Teleperformance D.I.B.S. Praxidia Contact Center

Employees Operational Processes and Standards Analytics Management System
(TOPS)
Structured Processes Daily Performance Management Consulting Arm Employee Resource Management
Focus on KPI Improvement Based on Operations Global Best Practices Improve CX Single Interface to HRM, WFM,
Consistency & Quality Developing High-Performance Employees Using Data Analytics & Payroll, Accounting Practices
New Technology

PEOPLE PROCESS TECHNOLOGY

 13

Industry Recognitions

Industry Champion Excellence in Services

Digital CX Capabilities Robotic Automation Services Excellence in Revenue Generation CRM Excellence Awards 2 years in a row
2 years in a row

For creating
exceptional
2018 2018 2018
ET Now - MODI Awards UK Complaint Handling Awards
CX Stevie® Awards
Front-line Customer Service Team Most Admired Service Provider in Financial Services, Team of The Year Financial Services
of the Year in Financial Services' Housing Finance & Fraud Detection Initiative

& focus on
EMPLOYEE
2014, 2015, 2016, 2017, 2018 2011, 2013, 2015, 2016, 2017 2016, 2017, 2018 Best Workplace Practice experience
 14

We are a High Tech. High Touch Company

Creating & Exploring New Opportunities For Our Clients
Reduced Cost

5-10%*
Operations

Higher E.SAT
• Standardized Onshore 15-25%*
• Best-in-Class
• Predictable Service Efficiency Gain
Delivery
High Tech

15-20%*
Processes

Improved VoC
• Optimized
• In-house & 3rd party next-gen RPA & Automation tools & platforms Resulting In
• Customizable for business need
New Business

25-50%*
Delivery

Offshore 45-70%*
• Global platform with 46 delivery centers in key offshore, nearshore Customer
and onshore locations Retention

High RoI
*Cost Benefits
 15

Information Security Practices

2 Capabilities Overview

#DIBSToDisrupt

Finance & Accounting Service Offerings
• Process design review
• SOX / Internal controls
• Risk and control metric
• Access controls
• IT controls
• Budgeting and
forecasting
• Product and channel
profitability
• Flash reports
• P&L / Cash flow analysis
17
• Invoice receipt and matching
• Resolving unmatched items Transaction Processing
• Vendors query management Undergraduates/ Graduates
• Purchase order amendments
• Travel and expense claims
• Invoicing & billing
administration
• Debt chase & Collections Rule Set Processing
Procure to pay
and T&E
• Cash application Graduates/ Post Graduates
• Customer query resolution
Risk • Credit notes processing
Order to
Management
Cash
Decision Making / Problem Solving
Finance and
MBA’s / Post Graduates
Accounting
Decision
Record to
support and
FP&A
report • Journal processing
• Bank and GL reconciliation Direct Customer Interaction
Payroll • Management and statutory Graduates/ Post Graduates, Subject
reporting
Matter/ Language Experts
• Balance sheet schedules
• Fixed assets and
intercompany
• Payroll processing
• Statutory compliance Expert Knowledge ,Services Interaction
• Tax filing Qualified Accountants/MBA’s
 18

F&A Value Proposition

Risk and Internal

Automation Control
and RPA Assessment

Process Shared Services

Optimization and Strategy and
Performance Transformation
Management

Specialist
Finance Target Applications –
Operating Workflow, Mobility
Finance Function and Process and Analytics
Model Design
Transformation Solutions
 19

Knowledge Services Capability

Analytics Research
• Descriptive analytics scheduling
• Predictive analytics • Capacity planning • Market assessment, sizing and
• Speech, text, & social • Allocation management evaluation
media analytics • Real time management • Corporate planning and strategy • Partner / vendor (supplier)
• Business dashboards & • Competitor analysis and diligence
data visualization benchmarking • Markey Intelligence
• Opportunity identification • Feasibility assessment

• Demand forecasting & Financial Modelling

Transformational Consulting • Financial planning and
• Business process budgeting • Scenario building/ sensitivity
management • Bid pricing analysis
• Business analysis • Audits & assessments • M&A – financial modelling, • Financial dashboards and
• Lean deployment • Six sigma projects due diligence, valuation & reporting
• Target operating model • Process & technical post merger integration • Investor relations support
design documentation • Model audits • Business transformation
modelling

Program Management Technology Enabled Solution

• Project / Portfolio
management
• Bid management
• Contract mobilization
• Customized application design • Data management
• Contact center shared services
(mobile & web) • Data mining
& outsourcing
• BI solutions • Data visualization
• Change management &
• Survey programming
implementation
• Application visualization
• PMO services
• Robotics process automation (RPA)
3 Technology Overview

#DIBSToDisrupt
 21

Our Technology Application Tools Landscape (Indicative List)

iMatch
Web Based Suspected Duplicate Platform to track production Integrated platform for Analyzing voluminous, unstructured Data visualization and analytics in the
Analytics Analysis Tool statistics for back office CMS,QMS and real time text data and providing sentiment cloud enable you to find answers faster
transactions reporting analysis, word cloud and more

Automates the actions performed by the Automated tool to reduce processing of claims to OCR solution for conversion of images of typed,
end user which helps improve efficiency and passengers during Flight cancelations and delays handwritten or printed text into machine-encoded
accuracy text
Robotics

iPortal
Mobility & Mobility Based Workflow Tool Online attendance & time Workflow Tool with the ability to interact Customer Service- AP Web Based Self Service Vendor,
Workflow Realtime Reporting Scanning, Routing, tracking system with multiple GDS including Sabre, Galileo, and AR Track Calls, Voice Dealer, Internal Mobile Enabled
Document repository Amadeus, Apollo etc. Mails and Emails

iLOAD iCONCILE
Manage AR Portfolio. Capability to read the fare rules in various Property and Rate Loader that Detects green light schedule changes Creation, Processing , Approval,
Enable Soft Collections- Dunning Letter, GDSs and calculate the revised fare/refund eliminates manual verification and for Air Travel ,accepts changes real Status Tracking & Maintenance of
Dialer Strategy amount/excess charges. uploading of property data time. Reconciliation
Service
Delivery

E-Reco
Tool that recommends different Web application for Bank and Vendor
hotel options Reconciliation Process
 22

ERP Operating Experience (Indicative List)

 23

iFlow: Web-based Application

Organizations require a robust workflow solution for Business

£ finance functions which can Challenges
• Integrate with their existing technology framework

• Support document management

• Facilitate a seamless vendor business environment

Product Features Benefits Delivered

Role-based access level restriction with multiple- 50% reduction
users, multi-location setup in headcount and 60% increase in
per-day productivity on account of
automation
I Flow Information can be pooled from multiple information
sources and uploaded in any format like Excel, CSV
etc. Increased visibility
to vendors resulting in 30%
Vendor portal which consists of purchase order reduction in calls from vendors
management, e-invoice submission, journal workflow,
Overview and invoice / payment status tracking 25% reduction
in the end-to-end invoice
Web-based application
processing cycle
for vendor self-service, Built-in document validations for information upload
management, and query avoids invalid inputs
handling Maintaining audit trails
at system/process level
 24

iRESOLVE

Business
High volume of time-consuming communication with Vendors
leading to dis-satisfied vendors Challenges
Highly person-dependent process having no audit trail and storage of
issues in central place for tracking and analysis

Product Features Benefits Delivered

This covers all the 3rd generation contact channels such as Reduced people-dependency due
Voice, Email, SMS, White Mail, Fax, Social Media, and Webchat to Customized and automated
CRM/VHD
iRESOLVE Real time integration with outlook which mitigate Better audit trail / Tracking
outlook response misses as each communication get a unique
number and helps in future analysis
Auto ticket generation for issues reported by
Significant savings in time with
user/vendor. Auto MIS for Email & Query.
balance time utilized for closing
Overview open Items
Centralized multi-user Transparency with user/vendor with status of their
web-based application query through auto notifications
for Vendor
Communication
Management and
Tracking
 25

eRECO

Business
High volume of time-consuming manual reconciliations performed in
Excel resulting in slowness of system Challenges
Highly person-dependent process having no audit trail and no security
of data files

Product Features Benefits Delivered

Provides auto reconciliation with additional Reduced people-dependency
functionality of manual reconciliation due to automated reconciliation

E RECO Prevents import of duplicate ledger dump and bank Better audit trail
statement as each transaction get a unique
number when reconciled
Highlights possible knock-offs (bank to ledger, ledger to
Significant reduction in time
ledger and bank to bank)
with balance time utilized for
Overview closing open Items
Centralized multi-user Ability to extract ageing reports (month wise and year
web-based application wise)
for auto reconciliation
of open items
 26

Vendor Reconciliation Tool

Manual process of matching and preparing a high number of vendor Business

reconciliations performed across businesses and market segments
Challenges
Lack of efforts in issue resolution, recovery of unclaimed items and missing
documents, leading to repeated queries from the vendor over same issues

Lack of visibility in identify missing credit notes, invoices, and ERP documents

Product Features Benefits Delivered

Multiple statement format compatibility – excel, PDF 250% increase
in the number of monthly vendor
reconciliations
Vendor Interfacing SAP data with the statement matching
Recon Tool application gives accurate status and establish links Resolved 47%
with multiple vendors of the same group of variance each month as against
0% in erstwhile scenario
Ability to create reporting parameters to generate
reports for missing invoices, credit notes and ERP Recovered £1.7mn
Overview documents £ through recoveries made by
Teleperformance’s identifying missing or incorrect
technology solution for documents
vendor reconciliations
 27

Training Tools: Epiplex 500

• Epiplex 500 is an industry-leading, enterprise software that enables businesses to manage their IT driven business
About process transitions successfully by ensuring quick, accurate and effective Knowledge transfer.
Epiplex 500 • It delivers a combination of Knowledge capture, knowledge transfer, measurement of process compliance and process
improvement capabilities that are unique in the industry

01 02 03 04

Timeline

Capture Store Develop & Edit Publish

Features Benefits

• Reporting & Tracking user Knowledge Gaps
• Actions Captured & converted to create SOP’s, CBT’s & Training Content.
• Captures with Voice over & Data Privacy secured via Masking
• Epilearns Generated & hosted on ECMS Server
• Interactive Epilearns used for Knowledge Transfer Via Show mode, Guide Mode & Test Mode
• Process Assessments Completed Online on ECMS
• Create multiple scenario’s used for practice Better Quality & Productivity
• Reduction of time, cost & effort to create accurate content
• Shows advisors the end to end processes with Voice & Steps
• Preparing knowledge checkers
• Generate process training documents
• Reduce Learning Curve & Improves productivity & quality.
#DIBSToDisrupt

Annexures
 Service Delivery Framework

#DIBSToDisrupt
 30

Service Delivery Framework

Training
 Periodic trainings Operations
 Process & domain training
 OJT, Refresher trainings  Location Strategy


Assessment and Certification
Personal Development 4 1  Dedicated Operations Team
 Process Improvement through “TAP”
Framework

Transition
Risk
 Based on FACTS (Familiarize, Assess,
 Process design review
Customize, Translate and Stabilize)



SOX / Internal controls
Risk and control metric
Access controls
5 2  Detailed planning and scoping
 Project timelines
 Regular meetings
 IT controls
 BCP / DR

Governance Quality

6

3
 SLA Framework in place ISO 9001:2008 Certified
 SLA Management Tool  Benchmarking with COPC
 Monthly/Quarterly business  Transaction audit
reviews  Process Improvement - Lean, Six
 Daily status tracker Sigma projects
 Case Studies

#DIBSToDisrupt

Technology Solutions and Benefits delivered
Mailroom Management
Solution :
 Receiving of all physical
documents at central mailroom
 Barcoding, Scanning, Indexing
and Archival of documents
Benefits :
 Limiting physical movement of
documents to a restricted area
 Reduction in invoice life cycle and
processing time
Workflow and Database
Management System
Solution :
 Database Management System
for tracking Invoice Lifecycle
 Workflow Management System
for approvals and escalations
routing
Benefits :
 Transparency in process resulting
in increased per day productivity
 Cost savings for client by
reducing ERP touch points
Vendor Self Service &
Query Management Portal
Solution :
 Vendor Self Service Portal for
tracking Invoice status
 Query Management Portal for
raising queries
Benefits :
 Increased visibility to vendor on
Invoice Life Cycle from Invoice
Receipt to Vendor Payment
 Reduction in Vendor queries as
information available on Portal
32
Business Pulse
Solution :
 Mobility Based Real Time
Reporting Solution
 Anywhere, anytime On demand
access to the key business
reports
Benefits :
 Improved operational efficiencies
and business effectiveness
 Transparency and Visibility of
customer
 33

Leading Air Conditioning Manufacturing Company

Client Background Case Snapshot Processes Handled

No. of FTE Successful transition of all AP processes to TP
Our Client is India's largest air conditioning company, • Procure to Pay – 20 DIBS & handling Pan India invoice processing for
and one of the world's premier engineering solutions • Statutory Compliance – 15
14 locations.
providers and project specialists. It has its head
Average Monthly Volumes
Centralization & standardization of mailroom and
office in Mumbai with branches spread across 26
• Invoice Processing – 6000 accounting operations resulting in process
cities in India. It offers engineering solutions in areas
• Payment Processing – 5000 efficiency.
such as heating, ventilation and air conditioning,
• Vendor Helpdesk Emails – 1250
refrigeration, electro-mechanical projects, textile
• Vendor Helpdesk Calls – 450
● Accounts Payable
machinery, mining and construction equipment, • C Form & TDS Liability – 50 Mn
water management & treatment, cold chain › Mailroom Management
solutions, etc Go Live – August, 2013
› Invoice Processing – PO
› Invoice Processing – Non PO
Benefits/ Outcome
› Payment Processing
• Reduction in headcount by 60% post outsourcing
› Vendor Helpdesk
• Deployment of workflow tool resulting in transparency in process – Increase in per
day productivity by 60% ● Statutory Forms Collections
• Reduction in efforts & time by migrating to automated process from manual based
process › C Forms (Sales Tax)
• Deployment of Vendor Portal for vendor self service & query management –
Increased visibility to vendor from the time PO is issued till payment is received › TDS Certificates (Withholding Entitlement
• Reduced timelines for MIGO by introducing rough GRN option in workflow Certificate)
• Cost savings for client by reducing ERP touch points
› E1, E2 Forms (Transfer and Subsequent
• Collected 280 Mn worth of total statutory forms & TDS certificates within 5 months
reducing tax liability by 30 % Sale)
 34

Leading Adhesive Manufacturer

Client Background Case Snapshot Processes Handled

• No. of FTE – 38 • Key partner in migration of accounting

Our client, headquartered in Mumbai, India, is a
application from ORION (legacy) to SAP
manufacturer of consumer and specialties • Volume
chemicals.
› Accounts Payable - 14,000/month • Implementation of iFlow middleware
› Reduction in invoice processing time
Market leader in adhesives and sealants, › Employee Reimbursement & › Visibility on invoice status
construction chemicals, hobby colours and polymer
emulsions in India. Travel claims = 9,850/month › Auto escalations
• Go Live – Dec’12
› Reduced exception percentage
• Invoice Processing
› Capex
Benefits/ Outcome › Opex
› Factory expenses
• 99% SLA met for all activities › Advertisement expenses
• Suspected duplicate tool & Critical field audit tool implemented to trigger double/excess › Freight Inward/Outward
booking cases – Duplicates amounting to INR 0.6 Mn identified in Mar’15 › Import/Export expenses
• Around INR 1.9 mn saved on account of excess travel and sales promotion claims for › Octroi expenses
Jan’15 till Mar’15 › Raw material/Packaging material
• Creation of workflows & developed mechanism for pre-approval and authentication of › Branch Reimbursement
invoices in DMS › Transportation bills
• Developed Macros for auto upload of bills into SAP • Employee Reimbursement & Travel claims
• Introduced Auto MIRO – Automatic posting of standardized PO based invoices into SAP processing
• Accuracy for Accounts Payable & T&E is above 99% in Mar’15 › T&E
• Periodically trainings on tax rules are conducted to educate the associates on latest tax › Sales Promotion
provisions and their applicability
• Helpdesk
 35

Leading Pharmaceutical Company

Client Background Solution Deployed

Solution Deployed Processes Handled
● Procurement
Our client is a subsidiary of world's second • Successful transition of all AP processes to TP DIBS › Shopping Cart Compliance Checks
largest pharmaceutical company. including processing & clearing of backlog from › PO Amendments/Changes
Leading global position in both patent-protected month of take over. › Post PO Documentation Checks
and Generic Pharmaceuticals.
› Procurement Helpdesk Support
• Centralization of entire Procurement process at one › Reporting
single location. › Compliance
Case Snapshot
•
● Record to Report
• No. of FTE - 50 Successfully rebadged employees with reduction in
headcount. Knowledge retention done. › Bank Reconciliation
• Partner since – May 2012
› Preparation of Schedules & clearing open items
› Reconciliation of clearing accounts
● Statutory Compliance
Benefits/ Outcome
› LBT Working
› TDS-WCT working & Challan Posting
› Service Tax /RCM/ GTA/ LBT working
• Development of tool for auto knock off of open items in TDS/GL, updating vendor details › CST Refund working & claim submission
and checking of TDS % - Manual intervention reduced by 40%
● Accounts Payable
• A macro tool implemented in Payment Run to automate the process - Savings of 2 hours
daily › Mailroom Management (incl. scanning)
• A mass mailing tool implemented for automation of emailing of TDS certificates to vendors › Pre-Verification of Invoices & GL Coding
› Invoice Processing
- Savings of 3 man days › Payment Run & Verification
• A macro tool implemented for automating Bank reconciliation process - Savings of 2 hours › Vendor Helpdesk
weekly › Vendor Master Maintenance
› Vendor Reconciliation
• Deployed suspected duplicate tool to identify duplicate bookings › CRM & RUSH Bookings & Payments
• Resource optimization by centralization of procurement process › Import Accounting & Import Documentation Preparation
• Productivity gains passed on to client by reduction of headcount in procurement process
› Manual Cheques & Employee Reimbursements
› Check Register/JV Printing
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