Overview of the Methodology

Teleperformance conducted its materiality analysis according to the following steps:

- Identification of relevant CSR topics for Teleperformance, considering the specificities of our sector of activity and based on international standards such as ISO 26000, the Global Compact, or the Global Reporting Initiative (GRI);

- Interviews with a panel of more than 50 internal and external stakeholders, representative of the Group’s place of activity (India, the Philippines, the United States, EMEA, Brazil, Colombia, Mexico):

-Key stakeholders from all our key regions and countries of operations were asked to assess the importance of each CSR topic for Teleperformance (y-axis).
Key stakeholders included employee representatives, suppliers and work organizations, key clients, advocacy groups (public institutions, NGOs, industry analysts), etc.
In 2019 Teleperformance chose to involve mainly employee representatives—more than 50% of the panel—and to prioritize dialogue with our employees for the first year of assessment;

- Internal management (Executive Management, Global Directors, Regional Management, and Subject Matter Experts) were asked to assess the risk represented by each CSR topic for Teleperformance’s activities (x-axis). Teleperformance consulted with representatives from all key functions in the Group (Legal & Compliance, Human Resources, Operations, Information Security, Business Development, Client Management, Finance, and Risk Management), and from corporate level and main geographies;

- Realization of the materiality analysis by Teleperformance’s Corporate Social Responsibility department based on interviews;

- Presentation and validation of the results by Teleperformance’s Executive Committee;

- KPMG confirmed that the materiality analysis performed by Teleperformance was conducted in accordance with the methodological note established under the responsibility of Teleperformance’s CSR direction, and delivered an agreed-upon procedures report regarding this subject in accordance with ISRS 4400.