Teleperformance : Evaluating the experience of Teleperformance's Trust & Safety employees - Summary of Korn Ferry’s findings

EVALUATING THE

EXPERIENCE OF TELEPERFORMANCE'S

TRUST & SAFETY EMPLOYEES

Summary of Findings

January 30, 2023

About this report

Teleperformance engaged Korn Ferry, a global organizational consulting firm, in November 2022 to conduct an objective, third-party evaluation of the employee experience in its Trust & Safety (T&S) division. The division is made up of 17,468 employees located in India, Colombia, Portugal, the United States, Greece, Indonesia, Malaysia, the Philippines, Tunisia, Mexico, Lithuania, Egypt, Brazil, Morocco, Albania, Turkey, Peru and Canada. Fifteen thousand of these employees are content moderators.

Teleperformance's Trust & Safety services are used in monitoring online content, mitigating risks and ensuring integrity and safety across clients' digital presences. Teams combine advanced algorithms and machine learning

with human understanding and values to protect social media companies and their users.

The review took place over the period spanning December 2022 to January 2023 during which Korn Ferry received input from 10,390 employees or 59% of T&S employees. The following report details Korn Ferry's findings including strengths of the Trust & Safety employee experience as well as opportunity areas. All employee input gathered through this process has been kept confidential and is only shared as aggregate themes unattributable to individual

employees. Benchmarks are supplied from Korn Ferry's database and are based on data from over 600+ companies around the world and across industries.

Korn Ferry is a global organizational consulting firm. We work with our clients to design optimal organization structures, roles,

and responsibilities. We help them hire the right people and advise them on how to reward and motivate their workforce while developing professionals as they navigate and advance their careers.

© 2023

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Contents

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4

Objective & Methodology

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Executive Summary

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Strengths & Opportunity Areas

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Appendix

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© 2023

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1. Objective & Methodology

© 2023 Korn Ferry. All rights reserved 4

Objective of our review

What is employee experience?

Employee experience is a worker's perception about their journey through all the touchpoints at a particular company, starting with job candidacy through to the exit from the company. The company's physical workspace, culture and technology are all important components of the employee experience, which is often abbreviated as EX.

What is wellbeing at work?

Wellbeing at work goes beyond wellness as the traditional definition of wellbeing, incorporating the impact that employers, leaders, and individuals can have on a worker's employee experience, sense of purpose and life satisfaction, and through that their ability to handle change and stress and nurture their personal energy.

Our objective

What can Teleperformance do to provide the best possible employee experience, including tending to wellbeing at work, for Trust & Safety employees considering the unique demands of their jobs?

A positive employee experience and wellbeing at work improves an organization's ability to attract and retain its employees, and results in a more engaged and productive workforce.

© 2023 Korn Ferry. All rights reserved 5