I n f o r m a t i v e n e w s l e t t e r f o r Te l e p e r f o r m a n c e C o l o m b i ap e r s o n n e l • N o . 2 2 • S e p t e m b e r - D e c e m b e r • 2 0 1 2

Teleperformance begins with you, begins with me and by each oneof the over 8,000 people who are currently part of the team.

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Laura Alejandra AlonsoCommunications Trainee

September-December2012

CEO Teleperformance Colombia

few weeks ago we launched the globalcommunications internal campaign “It begins

with you”, aimed at promoting pride in belongingto this great Company.

Through this strategy we haveconfirmed a collective feeling thatj o i n s a l l m e m b e r s o f t h eTeleperformance team: the joy ofmaking the difference, the possibilityof changing someone’s life throughjust one contact, feeling that everyaction, no matter how big or small, counts.

Through this campaign we have listened to the thoughts, ideas and initiativesof many participants about the things that begin with each one of us andwhich, undoubtedly, make the difference.

Teleperformance Colombia started out as a graduation thesis and now, 19 yearslater, it is part of one of the most important Contact Center and BPO groupsin the world. It started out it 1994, when after having submitted 32 proposalsand having received a lot of “No’s”, we got our first “Yes” from a customer whodecided to believe in us. Our offshore market began in 2006, when our firstSpanish customer accepted to locate its customer service operations in Colombiato take advantage of our talent. More recently, in 2010, our near-shore businesswas launched, when we were able to provide bilingual customer services inour country with local people, who have been rated as highly successful in themarket.

Teleperformance begins when each one of you gets up in the morning willingto give the best you have to offer to your daily work. Our company makes thedifference when no matter what the person on the other side of the line or ofthe computer requests, we do everything we can to resolve it. Our companyis successful when we contribute to our customers’ success and customerloyalty through our work.

This year has been full of stories and achievements in which each of you havebeen the stars. These exceptional customer experiences you have shared with

us are exactly what motivate us to continue changing our customers’lives in just one minute.

All the objectives that were accomplished this year were possiblethanks to the over 8000 people who are part of the Teleperformanceteam, to their effort and dedication. I invite you to enjoy the Christmasseason surrounded by your loved ones and for you to be the onewho spreads the joy of receiving the New Year with great expectationsand commitment, to be better at what we do every day. In this lastpart of the year let’s continue showing our customers that we arefull of passion for what we do, with the excellence that characterizesus, and let’s make every call an exceptional customer experience. Abetter company begins with each one of us.

Dear Team:

COMMUNICATIONS COMMITTEE

Juan Rodrigo HurtadoCEO Teleperformance ColombiaSantiago CajigasCorporate Communications DirectorCarolina Díaz PaezCorporate Communications CoordinatorTatiana Rey PardoDigital Communications Coordinator

Ana Isabel Martinezand Gloria Andrea EcheverriCommunications Advisers,Goodwill Communications S.A.

Editing, Design and PrintingGrupo Op Graficas S.A.

Content

We invite you to participate by sending us yoursuggestions and ideas to:

comunicaciones_col@teleperformance.com

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EditorialGrowing up

We maintain our leadership in security

Social ResponsibilityLet’s make or planet our home for longer

Special report¡An exceptional customer experience beginswith you!

Our areasColombia, a charming country

Passion for the ServiceTestimoniesTips for excellent customer service

A coffee with...A vision that goes beyond borders

At TeleperformanceWinners of the 2012 Teleperformance forFun Festival • ColombiaOutstanding AgentTeleperformance 2012 Mini-OlympicsTelehalloween

NotidatosColsubsidioWinner of the Informtion Security CampaignEthics Code and behaviour

Entertainment Where is John Seguro?

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John Seguro is a dynamic youngman, a technology buff who ishighly aware of the importanceof security. He arrived atTeleperformance Colombia in2010 to share his knowledgeand expertise on InformationSecurity. And it was preciselythat year when the firstInformation Security Awarenesscampaign was launchedaccording to the guidelines ofthe Teleperformance Group.

¿Have you metJohn Seguro?

We maintain our

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John Seguro’s cool, easy and friendly style led him to becomethe image of the Technology area and to launch newproducts and services with important information for allemployees at Teleperformance Colombia.

John Seguro represents the best practices and theimportance of Security policies for the entire company.Listening to him is to learn about security practices and tounderstand them as a corporate concept with lessons forour everyday life. He is also the image of the 111 line, whichoffers prompt response and good service at all times.

You will soon see John Seguro walking around our offices,reminding us of the importance of complying with Securitypolicies, not only at the facilities of TP Colombia, but also inour daily lives.

He reminds us that Security is a commitment wemust all have and it enables us to maintain ourglobal leadership in Security within thecorporation.

leadership in security

TPco 4 Can you imagine if each of our 8000 employees planted one tree?

Many Colombians have been victims of violence, and especially rural people,who were uprooted from the land where they had their homes and earnedtheir livelihoods, where they had a life. One day without warning thesepeople were hastily forced to leave with only the few belongings they couldcarry, to search for a livelihood elsewhere.

Today the situation is different; the municipality offers peaceful livingconditions, and both the National Government and private entities, includingTeleperformance Colombia, have developed programs to assist in this cause.Teleperformance Colombia through conTREEbute has planted 2,526 treesin San Carlos, Antioquia, and in San Rafael, Tolima, which improves daily CO2emissions by 5%, with a positive impact on the population in the area andhelps recover the confidence of the vulnerable population and improve theirliving standards through the protection of drinking water.

“San Carlos is a very important municipality in terms of water production andit generates nearly 30% of the hydroelectric power in the country. The municipalityhas benefited from the trees planted by Teleperformance Colombia. In 2011,1616 trees were planted to reforest 8 properties that help produce water andelectric power in the area. The trees were grown in a community nursery in themunicipality and some of them are threatened species. The planting chorescreated approximately 382 work days to benefit 64 families, creating awarenessamong 320 persons,” says Laura Méndez, Marketing Coordinator atconTREEbute.

“Planting of new trees in Colombia not only mitigates CO2 emissions, but alsohas a positive impact on the populations where they are planted, therebyrecovering the confidence of vulnerable populations, contributing additionalresources to rural families and improving their living standards by protectingwater sources. Similarly, the protective reforestation helps recover the organictopsoil, which in turn protects biodiversity,” Laura Méndez says.

At Teleperformance Colombia we have a tree planting program that consistsin paying for half of the cost of each tree; the other half, equivalent to $2,500pesos, is paid by the employees. “We contact the people of the community toagree on how many trees to grow. After three months the seedlings are ready tobe transported and planted at the site. The people from the community and ourenvironmental technician are responsible for the process and the maintenanceof the trees,” says Laura.

Let’s make our planetour home for longer

BEING POSITIVE AND BELIEVING THAT SOME DAY THEY COULDRETURN WAS THE VITAL DRIVER FOR MANY RESIDENTS OF THEMUNICIPALITY OF SAN CARLOS, ANTIOQUIA, A MUNICIPALITY THATWAS AFFECTED BY VIOLENCE, BUT WHERE THE RESIDENTS ARENOW ABLE TO RETURN AND ARE A CLEAR EXAMPLE FOR MANY OFTRUST, PROSPERITY AND LOVE FOR YOUR HOME REGION.

Responsibility

On October 12, 2012, an article in the newspaper El

Tiempo reported that Jesús Orlando Rangel, a

professor at the National University and well-known

researcher in this field, stated that “at least 470,000

hectares are felled each year. At this rate the entire

forest cover in the country would be raised over in less

than 146 years.”

The Ministry of the Environment and Sustainable

Development installed radiation meters in six cities

in the country. These meters measure the ultraviolet

radiation that reaches the surface of the earth, i.e.

UV-B type radiation, which is the most dangerous

type for the skin. The main objective is to provide

timely information on the amount of time we can

remain exposed to the sun without risk of sunburn

at swimming pools, beaches, stadiums, etc. The cities

where radiation meters were installed include Pereira,

Cali and Cartagena.

According to the Ministry of the Environment and

Sustainable Development, “Colombia will face a period

of low rainfall, worsened by the arrival of the “El Niño”

phenomenon. This implies that during the second

semester of the year it will rain less, leading to a

reduction in the flow of rivers and streams, which will

cause the levels of the dams that supply water to the

cities to fall. Consequently, between June of 2012 and

March of 2013 each of us has to contribute by “closing

the faucet” in order to avoid possible shortages.”

Deforestation in Colombia grows

incessantly day by day

Did

youkn

ow

that...

Put a pail in the shower while you wait for the waterto get warm, and then reuse the water for moppingor washing clothes.

Take short showers and avoid using the bathtub.

Doing this will save 150 liters of water a day.

Close the faucet while you wash the dishes

If you leave the faucet open you lose 100 litersof water.

Wash your car with a pail instead of a hose.

Water the yard at night or very early to delayevaporation of the water by the sun.

Use a container to wash vegetables and wash allthe vegetables you are going to use at the sametime. Reuse this water to flush the toilets or waterthe plants.

This will save 10 liters of water each time

Repair leaking faucets and replace shower headsand toilets for water-saving devices.

A leaking faucet wastes 30 liters per day

Tips from the Ministry of the Environment andSustainable Development for saving water:

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SergioGonzález

YuriCalderón

VíctorGonzález

DianaPined

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special

A man called from Bucaramangabecause he was unable to register. Hewas not following the correctprocedure and he had called severaltimes. The call was forwarded to meand he did not understand what washappening. I called the internal client,told him what was happening, and Iasked the man to register with adifferent e-mail and user to see if thatmight work. I also asked thesupervisor, who was monitoring thecall, and he was finally able to registerand make a reservation. The problemwas that the customer’s balance onthe card was insufficient to make thereservation. The call and the processtook a long time, but we were able toresolve the problem. The customerwas happy and he thanked me.

A customer called Steve called usto activate a phone he had bought.Steve had a speech disability, so Iwas a bit perplexed. At first I did notknow how to handle the call, and Itried not to pay attention to thedisability. I do know what kind ofproblem the customer has becauseI have a relative with the samedisability, so I decided to try to helpSteve, regardless of how much timeit would take, in order to solve hisproblem. He repeated the serialnumber on his phone over and overagain so I could understand it.Because of his disability, his handswere trembling and he was havingtrouble activating the phone he hadbought; it was difficult for him topress the buttons. But after severalattempts Steve was able to activatehis phone.

When at the end I told him to try tomake a call, and he found that thephone was working, Steve was soexcited that he started to cry, and Iapologized for the supposedly hardtime he had given me. I told himthat he could never give us a hardtime and to make sure to call us ifhe ever had any problems. Whenhe calmed down, Steve blessed me for the work we do.

One day, a girl called andasked us to help her get herbaby sister to stop crying.Her parents were not home,but she told me her momusually sang her a lullaby tocalm her down. I asked herwhat song it was, and Iwrote it down it the notesblog. Then I told the girl toput the speaker on so hersister could hear me sing.At the end of the call thegirl told me her sister wasnot crying anymore. Shethanked me for what I haddone and said her parentswould be home shortly.

A lady told me: “The thing is I need to

know whether I can take out an overdraft

because I am in a terrible fix”, and she

began to tell me her sad story. We have

to go into a database to validate the

information, and if she is not in the

database she cannot take out an

overdraft. But it turned out that she could

withdraw up to Col$ 5,000,000. When I

told her, she started to cry and said

“thank you, honey, tell me where you

are at so I can buy you a treat”. It was

very gratifying for me to be the one to

give her the good news after she had

told me about her problem.

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A Travel Kit consists in a document with

general information and safety tips the traveler

should keep in mind when visiting our country.

We also provide comprehensive information on

hotels and restaurants for our VIP visitors with

various alternatives for outsiders who are planning

a long stay time in our country. For events,

personalized information is developed according to

the requirements of the visit, including permanent

assistance.

The Visitors Guide area coordinates the logistics for our foreign visitors,

many of whom are traveling to Colombia for the first time, and does

everything required to ensure that our guests feel at home and take

away a good impression of the company and its functional structure.

Claudia Rodriguez, the person responsible for the area, is in charge

of facilitating, assisting and coordinating lodging, transportation,

catering, gifts, entertainment, special events and tourism services

for guests who visit the various areas of Teleperformance. “It

is highly satisfying to know than when our guests leave Colombia

and go back to their countries of origin, they do so convinced

that their business is being managed by experts from a great

company that has all the appropriate infrastructure,

technology and, especially, human resources; that they feel

like coming back, not only to check on the good

performance of their business, but also to enjoy again

the pleasure and satisfaction of a warm reception and

professional service, while also enjoying the visit to

this “beautiful country of coffee, flowers, diverse

climate and the human warmth our of dear

Colombia,” Claudia says

Colombia is, undoubtedly, a piece of paradise on earth and to get to know it is a privilege

that visitors keep forever in their memories. This has happened to those who have

visited us from other Teleperformance offices in the world and international customers

who have visited our country and have found either a second home or a fascinating

destination.

The good image that outsiders who have visited us have taken with them is

because at Teleperformance Colombia we always offer the best service to our

guests through the Visitor Guide and Travel Center area. This area was created

on July 01, 2010 to provide excellent service to our External clients (foreign

visitors) and our Internal clients (Teleperformance employees).

The travel center area was created in early March this year

to centralize national and international airline and hotel

reservations and to coordinate the transportation

arrangements for all Teleperformance employees who need

to travel.

Travel policies were developed jointly with the Financial VP in

order to effectively organize the responsibilities and achieve the

excellent coordination and teamwork that are currently in place.

Olivier Dubois, a high executive who visited

Teleperformance Colombia for the first time

in early August this year, spoke about the

service he received in our country:

“I would like to warmly thank you, Andreas and

our Colombian Team for making this Colombia

visit so interesting, comfortable and pleasant.”

“What a great city, great country and lovely people!

I will definitely keep this in memory with the nicest

things I’ve done in my traveler’s life and now keep

Colombia and Colombians in heart.”

VP Strategic Account Management – Orange Group

Teleperformance EMEA

Olivier Dubois

OUR COUNTRY’S CHARM IS EVERYWHERE, IN ITS MARVELOUS VIEWS,ITS UNIQUE NATURAL RESOURCES, ITS PEOPLE’S WARMTH, ITSMODERN CITIES AND THE VARIETY OF ITS CLIMATE. ITS NATURALREGIONS COVER ALL TROPICAL ENVIRONMENTS, RANGING FROMGLACIERS TO BEACHES, PLAINS, MOUNTAINS, RAINFORESTS ANDDESERTS.

a charming country

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PassionAt Teleperformance we are proud to have on our team peoplewho have shared with us many years of changes and progress.Now, with our hallways full of stories and memories of thosewho are no longer with us, and gratitude towards those whoare still here, we would like to briefly grant recognition to ouremployees with greatest seniority.

She has been working at Teleperformance since February3, 2003, when she was 20 years old. “I will never forget thatdate” she says with a smile on her face.She heard about the vacancy through a friend who workedat CineColombia and was selected for the Porvenircampaign. “It was my first job, and I have been here eversince.” Sandra has achieved professional advancement at

the company. First she was promoted to facilitator, a positionthat no longer exists, where she worked as an assistant to the

coordinator; after that she was a tutor, and though she was notappointed as such she trained four groups for Porvenir; lastly she applied forthe position of coordinator when a vacancy was posted and became theManagement and Contact Coordinator, a new position at the time; she wasthen transferred to ACH, Codensa and she is currently the coordinator ofDeprisa.“Teleperformance is a company with vision; I have seen it grow enormously, andthough some accounts have left, many others have come in. And what I believeis most significant is the human quality; I like working here because of the people.The process I have lived with the company since Teledatos to TeleperformanceColombia makes me proud to say that “I work for this company”. I believe that Ihave earned my current position through hard work, and that it can be done aslong as you have the desire, motivation, effort, commitment and responsibility.”

Janeth is widely recognized at Teleperformance as a hard-working woman with 8 years of experience in customer service.She joined Teleperformance (at the time called Teledatos)on April 11, 2004, for the Telecom campaign, and is currentlyan agent for Deprisa. For her, “the best thing about workingat Teleperformance is the stability” and what is most importantis to enjoy your job, because “a call center receives calls fromboth nice and not so nice people, and you have to be patient, nottake things personally and enjoy learning something different everyday”. Janeth has seen people come and go, and probably remembersthousands of stories in her customer service experience, and despite it all, in bothstressful and tranquil times, she enjoys the stability and doing things right.

Janeth is an example of passion for service, because she takes pleasure in what shedoes, she enjoys every day and represents other agents who have dedicated a largepart of their lives to help us to never stop growing.

At Teleperformance we have the power to change a customer’s life in just one minute;we turn questions into answers; practice makes us excellent in what we do, and wetransform passion into a goal. Do not forget that everything begins with you!

Sandra answers with overwhelming joy when we ask her:“How long have you been working at the company?” She said:“I began on March 7th, 2002. Ten years ago!” (She laughs).Her love for her job is noticeable; when you talk to heryou get a new perspective of what work is really all about,because she honestly believes that she is being paid todo something she likes to do. “When I started it was Teledatosand it has always been one big family with human warmth, caringfor people”. She began as advisor for Porvenir and though she does notremember exactly how long she worked at that position, she narrates thatshe did not pass through training or quality to become a Coordinator. For herit was very clear that “it was discipline”. Her advice: “Persistence and love forwhat you do is what makes it possible to achieve professional advancementat the company”. What the company has contributed to her life: “Every day Ihave worked here has been different; I hear people say “oh, one more day formy retirement”; to me it’s not like that, every day is different, I am in chargeof different people and the secret is to live each day,dream every day, and continue moving forward”.What is most difficult: “Keeping everybody happy” (She laughs).

for the service

Tips for

excellent

customer

service

If there is anything that changes the meaning of words, it is the tone of voice.It projects confidence; if you vary your tone of voice it creates interest andenthusiasm.Choose the right wordsYou should look for synonyms of words you use repeatedly so you do not end upusing filler words such as “like, then, very”.Avoid using negative wordsAvoid saying things like: “It is the company’s policy”, “I don’t know”, “It’s not my job”.The tone of voice can also be negative; be careful not to answer sarcastically.Eliminate distractionsAccording to Kaith Davis, professor at Arizona State University, a person canunderstand 500 words per minute, but in a normal conversation only between 125and 150 words are spoken per minute, which implies that we only use 25% of ourattention to listen to someone. Are you the type that is often distracted whensomeone is talking to you, or do you mentally reply to the customer while he/sheis explaining the situation?

Nelson Centeno also gives us some tips on how to improve our listening skills:Maintain visual contact: Even when you are talking on the phone, you shouldfocus as if the person were standing in front of you; when you look somewhereelse, everything you see is a distraction and you tend to answer in a distractedand slow manner.Smile: The customer can easily detect a smile on the other side of the phoneline.Provide additional information: This demonstrates interest in customersatisfaction.Do not interruptLet the customer know you are listening: When a customer explains his or herinquiry at length, you should let him or her know that you are still there, withwords such as: “correct, I understand, yes sir, etc.” One of the drawbacks of providingservice by phone is that the customer is not sure that we are listening. It isimportant to find appropriate moments to say these words, because saying themtoo often interrupts the customers and may annoy them because of ourpersistence.

tone of voice Active listening

Sandra Castillo (Operations Coordinator of Deprisa) Janeth Ramos (Deprisa Advisor)

Sandra Forero (Operations Coordinator of Colpatria)

Nelson Centeno, Call and Contact Center Manager, offers a few tips for excellent customer services on his blog.At the communications area we also collect the most relevant tips given by our team to enable us to offer you

the best customer service tips. Here they are:

Sergio González

a coffeewith

Sergio is one of the Call Center agents working on theCine Colombia campaign. He joined Teleperformancethanks to an agreement with Corporación ECCOSContacto Colombia, a non-profit organization thatspecializes in training and inclusion for people withphysical and visual disabilities.He was born with a view of the world that very fewhave; a view that is neither easy nor usual. He sees theworld with his hands, which he uses to touch hissurroundings, to describe people and to practice twoof his favorite pastimes: Surf the web and chat.

This is one of the many dreams that Sergio González has inhis life. He may be blind, but he does not lack vision, becausehis approach to life teaches us, confronts us, and goes beyondwhat we can see.

He studies the Spanish language at Minuto de Dios University and wasselected as a Teleperformance agent because of his performance andcommitment to his job, his strong computer skills thanks to a programcalled Jaws (screen reader for the blind), which is provided by Sena’sÁgora program in loan for as long as the person is working at the company.This, combined with his excellent customer service, led to a 3-monthpilot test that began in late 2011 and ended in February this year. Currently,he is one of the best agents in the campaign.

“What I would like to do most is to flyin an airplane, even if it only takes me

around the block”.

Teleperformance is proud to have employees like SergioGonzález and has full confidence in his aptitudes andskills. He is undoubtedly the right person to clear theway for other people and demonstrate that througheffort, love and dedication it is possible to advancefurther than anyone could imagine. It all starts with you.

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Teleperformanceat

TeleHalloween

Winnersof the 2012 Outstanding Agent

Bogota

MedellinSinging

Andrés ArtunduagaSprint pre-paid – Bogota

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ArtDavid GonzálezAT&T, Bogota

DanceYurani Hernándezand Damián ArroyaveOrange - Medellin

2012 Mini-Olympics

Teleperformance

Colombia

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NotidatosNotidatos

facebook.com/teleperformanceco twitter.com/tp_colombia

JohnSeguro

Whereis

Winner of the Information

Ethics Code and behaviour

Security Campaign

Sergio Mauricio Gómez Vargas, Sprint pre-paidBogotá and Oscar Andrés Fernández, TrainingManager Bogotá, were responsible for bringing JohnSeguro to life as the new image of the InformationSecurity campaign at Teleperformance Colombia.

Our new alliance with Colsubsidio and all the great benefitsTeleperformance employees in Bogotá now enjoy are the resultof the ongoing efforts and excellent performance of the LaborRelations area, headed by Luis Enrique Llamas, and the Wellbeingarea, managed by Ofelia Gómez, whom we wish to thank foralways keeping in mind the wellbeing and satisfaction of allcompany employees.

Find as manyJhon Seguro’s as you can.Take pictures of him andsend them to:comunicaciones_col@teleperformance.com.If you are able to discoverall the Jhon Seguro’s youwill participate in a raffle fora surprise prize.