AOT 4.0 Plenary Session Presentation

1. Lars Christer Johannisson
CEO Africa Teleperformance
DIGITAL TALENT AS A
GROWTH ENABLER.

2. 2
- Customer Care
- Technical Support Level 1, 2 & 3
- Gamers Help Desk
- Accounts Receivable
- Loyalty Managment
- Digital Customer Onboarding
- Digital Content Management
- Risk, Compliance & Fraud Ops.
- Global Business Services
- F&A, HR
- Strategic Consulting and Diagnosis
- Customer Experience Analytics
T.A.P
TM - Market Research & Intelligence
- Innovation, Research & Development
MARKETING SALES FULFILLMENT SERVICE INSIGHTS RETENTION ADVOCACY
TRUST
& SAFETY
CX &
BUSINESS
SERVICES
T&S
SERVICES
TAP
SERVICES
CHANNELS
PX
JOURNEY
SOURCING
STRATEGY
BUSINESS
SERVICES
CUSTOMER
EXPERIENCE
- Operational Performance Analytics
- Digital Transformation Implementation
- e-Commerce, Shopping, and
Payment/Fraud Review
- Application & Developer Support
- User-Generated Content Moderation
- Ad Moderation & Monetization
- Identity & Account Authenticity
- Digital Media & Copyrights
- Social Media CX
- AI operations
ONSHORE NEARSHORE OFFSHORE MULTILINGUAL CLOUD CAMPUS
VOICE EMAIL CHAT VIDEO SOCIAL MEDIA
DIRECT MESSAGING
SALES
OPERATIONS
- B2B Sales
- B2C Sales
- Collections
- Churn / Retention
- Sales Training & Coaching
- Sales Recruitment (HRO)

3. 3
A proven track record with more than 44 years of experience
420K+
Employees
1978
Founded in France,
with 12 employees
in telemarketing
1986
First listed on
the Paris stock
market
1993
Started
operations
in the US
1998-2002
Started operations
in Latin America:
acquisitions in
Argentina and
Brazil
(1998) and Mexico
(2002)
2008
Acquisition of
The Answer
Group (US)
2010
Acquisition of
BeCogent (UK)
and Teledatos
(Colombia)
2012
Full control of
TLSContact
(UK)
1996
Started
operations,
including the
Philippines
2018
Acquisition of Intelenet and launch
of Digital Integrated Business
Services
2014
Acquisition
of Aegis USA
2007
Acquisition of
Alliance One
2020
Transition of
over 220k
active
employees to
work-at-home
in response to
COVID-19
2016
Acquisition of
LanguageLine
Solutions
2021 2022
1990 2000 2010 2020
1978
2022
2021
Acquisitions
of Health
Advocates
and Senture
Digitally-advanced and integrated
experience management
Digital Customer Experience
Customer Experience
23K+
Employees in
Africa
10
Countries in
Africa

4. Economic growth vs. Digital Inclusivity The availability of quality and
skilled professionals has fueled several young adults who are ambitious
and eager to get a head start in their careers, at an early age.
4
Digitally Enabled People make the difference for our Growth
The lions are going digital In 2013, 67 million people in Africa used smartphones
and 16 percent of the population was online. By 2025, Internet penetration will
reach 50 percent.
The continent has the youngest population in the world with an average
age of 19.7, meaning young people looking to break into the technology
industry.
Tech Education is Booming: Recognizing the critical need for technology-based education,
multiple universities in Africa now offer software engineering, computer science and other
tech programs.
19.7years
Median Age
(2022)
WorldBank, ILO , IFC, Andela, 4iCU, Africa
29.6%
Unemployment
rate
(2021)
1k+
Universities in Africa
and 215+ across
Kenya and Nigeria
43%
83+
Internet
Penetration
(2021)
# mobile
subscriptions per
100 people (2022)
1100k+
Graduates per year in
Kenya & Nigeria
The infrastructure (telecom networks, internet speed, fiber optic, broadband
services) in the African continent is growing steadily, boosting its importance as
a leading tech economy.
Tapping into Africa’s Tech Savvy
Talent Pool is paramount
African FinTech’s had estimated revenues of around $4 billion to $6 billion
in 2020. In 2022, in Nigeria FinTech's have attracted US$507 million –
accounting for 67.8 per cent of Nigeria’s total funding for the year to date.

5. VR & AR
Networking &
Community
Digital Economy
Edge Technology
Blockchain
Decentralization
Crypto & NFT
Interoperability
Semantic Web
Trust & Safety
Privacy
Anti-bias
Non-discrimination
Algorithm Security