TTEC’s Impact and Sustainability Report contains relevant metrics in accordance with the Sustainability Accounting Standards Board (SASB) standards and Task Force on Climate-Related Financial Disclosures (TCFD) framework. This document, which serves as TTEC’s 2023 Environmental, Social, and Governance Report, chronicles a more diverse range of initiatives than were covered in previous years. This report seeks to illustrate how an agile company evolves and enriches proven strategies to achieve ambitious impact and sustainability goals through ethical decision-making and governance. The scope of performance data in this report is companywide for the fiscal year ending December 31, 2023, and all financial information is presented in U.S. dollars unless otherwise noted. We have conducted a rigorous internal review process of the report content, including subject matter reviews and validation.
Impact and Sustainability Report 2023
Table of contents
Introduction . ......................................................................... 2 Message from TTEC executive leadership team....................................................................4 TTEC 2023 highlights by the numbers.......................6 Living our values and culture..........................................8 UN Sustainable Development Goals...........................9 Meet TTEC............................................................................10 Oversight and accountability.......................................12 Materiality assessment....................................................14 Employer of Choice ......................................................... 16 Empowering employees for success.........................18 Employee engagement..................................................20 Employee wellness and retention...............................22 Diversity, Equity, and Inclusion...................................24 Impact Strategy.................................................................27 Philanthropy........................................................................ 30 Employee health and safety..........................................32 Supply chain management............................................33
Investment of Choice .................................................... 34 How TTEC is governed....................................................36 Ethics and compliance...................................................42 Responsible AI use...........................................................44 Data privacy and security..............................................46 Resiliency management.................................................48 Business continuity and disaster recovery............50 Enterprise risk management........................................53
Provider of Choice .......................................................... 54 TTEC’s commitment to sustainability.......................56 TTEC’s impact on the environment............................57 TTEC’s initiatives to minimize impact......................59
Frameworks ........................................................................ 60 TCFD....................................................................................... 62 SASB Standards Index....................................................66
Awards and recognition . .............................................. 68 2023 Awards and recognition.....................................70
Forward-Looking and Cautionary Statements TTEC has made statements in this Impact and Sustainability Report that are forward-looking including statements about commitments or goals. The forward-looking statements speak only as of the date of this Report. We undertake no obligation to update them, except as may be required by applicable law. The forward-looking statements are based on our current expectations, assumptions, and projections and by their nature address matters that are uncertain and subject to a variety of risks. The accuracy of the forward-looking statements depends on many factors outside of our control and we can provide no assurance that they will prove to be correct. More information regarding the risks, uncertainties and other factors that affect TTEC’s business is outlined in the “Risk Factors” section included in our Annual Report on Form 10-K for the year ended December 31, 2023. In addition, the information in this Report contains forward- looking statements within the meaning of the Private Securities Litigation Reform Act of 1995.
2 TTEC 2023 Impact and Sustainability Report
TTEC priorities
1 3 2
About This Report TTEC’s Impact and Sustainability Report contains relevant metrics in accordance with the Sustainability Accounting Standards Board (SASB) standards and Task Force on Climate-Related Financial Disclosures (TCFD) framework. This document, which serves as TTEC’s 2023 Environmental, Social, and Governance Report, chronicles a more diverse range of initiatives than were covered in previous years. This report seeks to illustrate how an agile company evolves and enriches proven strategies to achieve ambitious impact and sustainability goals through ethical decision-making and governance. The scope of performance data in this report is companywide for the fiscal year ending December 31, 2023, and all financial information is presented in U.S. dollars unless otherwise noted. We have conducted a rigorous internal review process of the report content, including subject matter reviews and validation. This report has not been externally assured. We would like to hear what you think about our 2023 Impact and Sustainability Report and related efforts. Please send any queries or comments to ttec.com/contact-us .
TTEC 2023 Impact and Sustainability Report 3
Message from TTEC executive leadership team
What’s new in 2023? • We launched our global Scope 1 and Scope 2 carbon emissions reporting, building a foundation for Scope 3 reporting and emission- reduction targets; • We rolled out our Impact Strategy Practice to fuel economic vibrancy around the world, where quality employment opportunities can make a generational difference; • We embraced the transparency offered by the Task Force on Climate-related Financial Disclosures (TFCD) and United Nations Sustainable Development Goals (UNSDG), aligning to them as well as to the Sustainability Accounting Standards Board (SASB) framework that we previously provided to our stakeholders; • We created a Responsible AI Use Council to govern ethical use of artificial intelligence in our business; • We refined our Diversity Council’s charter, expanding our Diversity, Equity, and Inclusion initiatives to all geographies where we have employees; • We formalized our long-standing environmental stewardship commitment through the new Climate Change and Environmental Responsibility policy; • We enhanced our Health and Safety program, launching a cross-disciplinary working group to ensure a safe and productive work environment for our employees everywhere; • We expanded our Modern Slavery Statements from regional commitments to a global policy that covers all our operations; and
“Bringing Humanity to Business” is not just a slogan on our website. This credo represents our purpose- driven commitment to bring value to our world. We focus on cultivating great experiences for our clients, their customers, and our 60,000+ employees who enjoy growth-oriented career opportunities across six continents. Our commitment to environmentally and socially responsible business practices and insistence on good governance began in 1982. Today, these priorities remain at the heart of all we do as we position TTEC to be the Employer of Choice, Provider of Choice, and Investment of Choice.
Our 2023 Impact and Sustainability Report
TTEC’s Impact and Sustainability Report highlights our progress on the journey for sustainable and social responsibility growth. In providing this annual Report, we invite our clients, employees, partners, and shareholders to hold us accountable and offer their feedback. Our 2023 Report highlights our progress on three key priorities that were refined through the Impact materiality assessment that we performed in 2023:
Investments in our people and communities
Commitment to good governance
Doing our part in climate stewardship
TTEC’s dedication to impact and sustainability aligns with our company values and brings out the very best in all of us.”
—Ken Tuchman, Chairman, CEO, and founder
• We upgraded our supplier onboarding processes to make sure that our suppliers share our values.
4 TTEC 2023 Impact and Sustainability Report
Looking ahead with intention and purpose
Leveraging the feedback from our stakeholders, we also rebranded this document from ESG Report to Impact and Sustainability Report, highlighting how TTEC contributes to a diverse, fair, sustainable, and ethical future, while exceeding expectations of clients, stockholders, employees, partners, and other stakeholders.
TTEC focuses on people helping people and our impact and sustainability priorities align squarely with these goals. Although our commitment to sustainable growth is not new, how we execute on it continues to evolve with new technologies and ways of working. Current economic headwinds in many of our markets require us to fine-tune our priorities and channel our resources and energies where we can do the most good. We continue to see great opportunity to make a positive impact by maximizing shareholder value through investment in our people, our service offerings, and into the communities where we live and work.
Ken Tuchman Founder, Chairman, CEO
Shelly Swanback President, TTEC Engage CEO
Dave Seybold CEO, TTEC Digital
Margaret McLean General Counsel, Chief Risk Officer
François Bourret Interim CFO and Chief Accounting Officer
Laura Butler Chief People Officer
Rob Dravenstott Chief Information Officer
John Everson Chief Security Officer
Chuck Koskovich Chief Operating Officer, TTEC Engage
Adam Foster President, TTEC EMEA
Judi Hand Chief Revenue Officer, TTEC Engage
Nick Cerise Chief Marketing Officer
TTEC 2023 Impact and Sustainability Report 5
Highlights by the numbers TTEC 2023
Employee Sentiment
Social
This is a physically safe place to work
90% I am given the resources and equipment to do my job
94% When you join the Company, you are made to feel welcome 87%
Social Impact Investments
$486,974 TTEC Philanthropic Foundations
I can be myself around here
83%
Diversity, Equity, and Inclusion
45% % of women in managerial roles 8% Supplier diversity spend of all U.S. spend on diverse suppliers 5 Employee Resource Groups
Learning and Development
15+ hours Average annual training hours per G&A employee
$39.75 Average training cost per G&A employee (direct cost)
Total number of training hours completed by employees
3,355,000 hours
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Environmental
Governance
Board Composition
186K Technology Recycling
25% Women 9 years Tenure - average length of service for board members
pounds of electronics responsibly recycled ~14.5K Trees saved or planted 46.05 tons Tons of waste recycled 695M BTU net energy reduction
Executive Leadership
33% Women
Ethics and Compliance
Number of allegations about violations of our Ethics Code or policies
494
By proactively investing in sustainable growth initiatives and addressing social priorities for our employees and communities, we build trust with our stakeholders and leave a positive footprint in our society.”
99% Training completion rates general and administrative
96% contact center associates
—François Bourret, Interim CFO and Chief Accounting Officer
TTEC 2023 Impact and Sustainability Report 7
Living our values and culture
Values
We lead every day at every level to achieve results. We know that courageous, authentic leadership translates into positive impact.
We delight customers every chance we get. We strive to see the world through the eyes of our clients, their customers, and our colleagues.
We expect the highest degree of integrity from ourselves and each other. We act with honesty and respect in everything we do.
Our purpose, vision, mission, and values guide who we are and who we aspire to be. These are the building blocks for how we conduct business and build relationships.
We’re stronger together — one Company with one purpose and one team. We work together and have each others’ backs.
Our purpose Deliver Humanity to Business
We are innovators who make amazing things possible. We spark creativity and never accept “can’t.”
Our vision Leading the world’s most respected organizations to create and grow emotionally connected, valuable, lasting relationships
We believe in our purpose and live it with intensity. We celebrate, laugh, and have fun together. We are in the business of delivering smiles — to our clients and their customers, and also our employees. Our employee experience at TTEC is important to us.
Our mission Accelerate growth by simplifying and personalizing interactions that build deep engagement between people and brands
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UN Sustainable Development Goals
The United Nations member states adopted the 2030 Agenda for Sustainable Development, a blueprint for peace and prosperity for people and the planet, now and in the future. The blueprint outlines Sustainable Development Goals (SDGs), which represent a call to action by all countries to improve health and education, reduce inequality, and spur economic growth while at the same time tackling climate change. These are top priorities for us, too. TTEC’s strategy and initiatives align to several of the UN Sustainable Development Goals, as outlined below:
TTEC fosters well-being throughout the Company by offering comprehensive health, vision, and wellness programs, and an employee assistance mental health support program. TTEC promotes health, social, and financial wellness through ongoing communications, tools, and resources.
TTEC invests in employees by providing extensive education opportunities for professional growth through TTEC Talent, tuition reimbursement, certifications, and training. The TTEC Foundation is dedicated to fostering positive transformation within our global communities. Grounded in the belief that education is fundamental to a successful community, the Foundation actively demonstrates its commitment to quality education.
The TTEC Women in Leadership Employee Resource Group spearheads initiatives to advance gender equality within the Company and in the communities where we work. Role models in TTEC’s executive ranks offer mentorship and advancement opportunities.
Through its Impact Strategy, TTEC ensures that all its employees receive fair compensation and offers career growth and training opportunities in historically underserved communities.
TTEC’s Employee Resource Groups (ERGs) aim to reduce societal inequalities related to race, LGBTQIA+, disability, neurodiversity, gender, and age. Efforts extend to global inclusion and collaboration across the various geographies of the Company.
TTEC reports global Scope 1 and Scope 2 emissions, aligning with the TCFD and SASB frameworks. TTEC aims to provide insights into company-wide environmental initiatives throughout the year. In 2023, TTEC established a comprehensive global Climate Change and Environmental Responsibility policy, demonstrating its commitment to combating climate change.
TTEC 2023 Impact and Sustainability Report 9
Meet TTEC TTEC is one of the largest pure-play customer experience (CX) technology and services partners in the world, serving more than 750 iconic clients. For over 40 years, our business has been helping companies make their customers happy.
TTEC Digital
TTEC Engage
Cloud Contact Center Technology Platform
Customer Care Services
Customer Growth Services
Contact Center as a Service Systems Integration & Orchestration
Back Office & Technical Support
CX Strategy & Digital Transformation Consulting
Fraud Mitigation
Artificial Intelligence Operations
Automation (Artificial Intelligence/ Machine Learning/ Robotic Process Automation)
~$2.46B Revenue FY 2023
$487M Revenue FY 2023 ~54% Recurring Revenue FY 2023
$1.97B Revenue FY 2023 $301M Hypergrowth Revenue ~15% of Engage FY 2023 Revenue
Diversification
Travel & Hospitality
Telecom & Media
Automotive
Other
Financial Services
24%
20% 13%
10%
9%
7%
7% 4% 4%
2%
Business Services
Government
Technology
Healthcare
Retail
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TTEC Global Footprint (as of 12/31/23)
United Kingdom
Netherlands Belgium Poland
Canada
Ireland
Bulgaria
United States
Greece
Scale (as of 12/31/23) 750+ clients 50 languages supported 60K+ total employees ~3,000 CX professionals
Mexico
Costa Rica
India
Colombia
Philippines
Brazil
South Africa
Australia
6 continents
70 customer engagement centers
22 countries and territories
and engineers serving clients
~63% of employees work outside of the U.S. 60% of revenue generated from clients with a 10+ year relationship
Our commitment to environmentally sustainable, socially responsible, and well-governed business resonates with our colleagues and our clients around the globe.”
—Chuck Koskovich, Chief Operating Officer, TTEC Engage
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TTEC 2023 Impact and Sustainability Report
Oversight and accountability
Board oversight The TTEC Board of Directors oversees the
Accountability for Environmental, Social, and Governance endeavors is everyone’s responsibility at TTEC. We work together to Bring Humanity to Business by embracing the opportunity to better our world. We’re driven to create an atmosphere where our employees thrive, where our clients and their customers access innovative and sustainable services built on a strong foundation of environmental stewardship and social responsibility, and where our stakeholders benefit from sustainable growth and good governance practices.
company’s impact and sustainability initiatives and commitments, as part of its broader governance and risk management responsibilities, by providing advice and guidance on the company’s ESG priorities and strategic roadmap. To ensure effective governance, the Board delegated the oversight of various important aspects of ESG responsibilities to its committees as follows: Nominating and Governance Committee has an overarching responsibility for company governance and for impact and sustainability initiatives at TTEC. It works closely with TTEC leaders directly responsible for ESG priorities and monitors the company’s progress against annual plans. Compensation Committee has oversight responsibilities for TTEC employee-focused initiatives, including the company’s investment in employee development and health and wellness benefits, as well as Diversity, Equity, and Inclusion (DE&I) commitments, pay equity, and equal opportunities. Security and Technology Committee has oversight responsibility for technology resilience and security strategy, data governance initiatives, and global privacy initiatives. Audit Committee has the overall risk management oversight responsibility, including controls over financial reporting and the quality of the company’s disclosures associated with its financial performance and risk mitigation practices.
Corporate responsibility and sustainable growth are important priorities for all of us at TTEC. We are committed to transparency and driving positive change through our environmental, social, and governance initiatives.” —Shelly Swanback, TTEC President ESG Council Chair
ESG oversight
TTEC Board of Directors 1
2
ESG Executive Council
3
Subject matter expert steering committees
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ESG Executive Council TTEC’s ESG Executive Council oversees initiatives around the globe and ties these initiatives directly to TTEC’s objective of being the Employer, Provider, and Investment of Choice.
Shelly Swanback TTEC President ESG Council Chair
Margaret McLean General Counsel, ESG Executive Sponsor Head of Governance in ESG
Laura Butler Chief People Officer Head of Social in ESG
Javier Blanco Chief Counsel for the Americas Head of ESG Delivery
Michael Stefanski VP, Global Real Estate Operations Head of Environmental in ESG
ESG Executive Council
John Everson Chief Security Officer
Steve Pollema Chief Operating Officer, TTEC Digital
Nick Cerise Chief Marketing Officer ESG GTM
Adam Foster President, TTEC EMEA
Ebony Langston VP, Sales, Healthcare Solutions Chair of TTEC Diversity Council
Burce Anderson VP, Global Procurement
Arnab Ray Head of APAC and India Operations
TTEC Diversity, Equity & Inclusion (DE&I) Council, whose executive sponsor is the chief people officer, brings together company leaders representing a range of ethnicities, nationalities, genders, abilities, and sexual orientations who advise TTEC management on DE&I best practices and support our Employee Resources Groups. TTEC Disclosure Committee, chaired by the chief financial officer, focuses on the accuracy of our public disclosures about the state of the business, including our periodic financial reporting. TTEC Healthcare Committee, co-chaired by the chief compliance officer and the ranking executive in charge of our Healthcare client portfolio, focuses on how we serve our healthcare industry clients and their customers to meet regulatory requirements and best practices.
Subject matter expert steering committees
The work of our ESG Executive Council builds on the ongoing efforts of our focused steering committees of experts: TTEC Ethics and Compliance Steering Committee, chaired by our chief risk officer, focuses on promoting ethical ways of doing business through our TTEC Code of Ethics, We Hear You (WHY) helpline, and our compliance training curriculum. TTEC Security Steering Committee, chaired by our chief security officer, focuses on technology security, compliance, and reliability, data governance, and business continuity initiatives.
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TTEC 2023 Impact and Sustainability Report
Materiality assessment Our impact and sustainability program is designed to align with our stakeholders’ priorities. In 2023, we updated our ESG materiality assessment (previously conducted in 2018) to learn what matters most to our employees, clients, Board, and investors when selecting employers, service providers, and investments. We augmented these insights with input from various assessment frameworks, rating agencies, and emerging regulations. We learned that our stakeholders endorse our commitment to our people and communities where we live and work. It became clear our stakeholders want us to do more for the environment and they expect us to continue our tradition of good governance. Inspired by this feedback, we rebranded our program and this Report from ESG to TTEC Impact and Sustainability Report. We also sharpened our focus on the following priorities for 2023-2025:
Social
Governance
Environmental
Employee recruitment, training, and retention Diversity, Equity, and Inclusion Employee engagement and well-being
Good governance for a sustainable business Ethics and integrity in everything we do Stewardship of data through privacy and cybersecurity Board and leadership that represent our values
Greenhouse gas emissions tracking
Management of our energy and water usage
Recycling and reuse
Community impact
Informed by our 2023 materiality assessment, we continue to evolve our impact and sustainability priorities and vision. In 2024, our plans include enhancing employee training and retention, taking our DE&I program global, leveraging our philanthropic efforts to impact our communities, and focusing on the well-being of our employees through innovative health and safety initiatives. Further, we intend to continue to streamline processes to reduce waste, track CO₂ emissions and launch programs to reduce them, and expand our recycling and reuse programs. We are committed to bolstering security to safeguard our data and the data belonging to our employees, our clients, and our clients’ customers.
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At TTEC, listening and aligning with what matters most to our stakeholders isn’t just a ‘check-the-box’ motion, it is an intentional step in an overarching commitment to strengthen relationships with our clients, our investors, our employees, and other stakeholders who share our values.” —Judi Hand, Chief Revenue Officer, TTEC Engage
SOCIAL
Employer of Choice Throughout our 40 years, TTEC has continuously refined and enriched its culture to reflect the spirit and passion of our most treasured asset: our people. We understand what matters most to our employees—because we ask. TTEC is a great place to work because our shared purpose inspires us, our values guide our actions in everything we do, and our humanity connects us. From day one on the job, our employees are set up for success with training and development programs that enable them to map out their own careers. Our commitment to inclusion, employee engagement, wellness, and mentorship secures TTEC’s standing as the Employer of Choice.
In this section
Empowering employees for success
Impact Strategy
Employee engagement
Philanthropy
Employee wellness and retention
Employee health and safety
Diversity, Equity, and Inclusion
Supply chain management
16 TTEC 2023 Impact and Sustainability Report
Our People & Culture strategy empowers the organization to prioritize the well-being, growth, and opportunities for all employees. At TTEC, everyone is valued, respected, and equipped to reach their full potential.” —Laura Butler, Chief People Officer Head of Social in ESG
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TTEC 2023 Impact and Sustainability Report
Empowering employees for success
TTEC Talent, our development secret weapon
Career development is managed through our online portal, TTEC Talent. Here, employees create the career path of their dreams and take an active role in setting their own goals. This platform provides access to best-in-class training, development, and professional guidance. TTEC Talent is a rich, interactive, multidimensional learning hub that contains millions of digital courses for employees. It’s also a gateway to free professional and technical certification and prep programs. We’ve made significant investments in this vital development resource in 2023, including a new TTEC Talent mobile app, to ensure our employees are competent and always growing to keep step with the marketplace’s changing demands. Other 2023 highlights include partnerships with Pluralsight and Coursera to enhance our digital training curriculum and co-hosting a course delivered by Pluralsight’s Casey Ayers on “The Agile Transformation.” 15+ hours average training time per G&A employee $39.75 training cost per G&A employee
TTEC employees are eager to start their workday because they know they have the appropriate tools, systems, and support to achieve their professional goals and build a rewarding career. Among the resources we developed to help employees reach for amazing and become leaders of tomorrow: Louie, the onboarding buddy Our virtual assistant, “Louie,” is the onboarding buddy for new employees, accompanying them from day one and throughout their first year working at TTEC. Louie is animated and reassuring, empathetic to the natural reticence some new hires may feel as they get acclimated to a new work environment. Louie provides an immersive experience that reinforces our cultural priorities and values, while introducing countless resources designed to help employees succeed. By checking in periodically throughout the year, Louie provides employees just-in-time digital training and development opportunities customized to specific roles. Louie enhancements for 2023 include: onboarding journey for our Digital team and Engage Sales team, and expansion to more of our global team. Icing on the cake: Louie commemorates work anniversary dates, too.
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Education reimbursement builds knowledge capital
At TTEC, your opportunities are only limited by your willingness to go the extra mile and learn from mentors who are personally invested in your success.”
TTEC’s tuition reimbursement programs motivate employees to boost proficiency in new techniques relevant to their jobs by removing financial barriers to continuing education. Our assistance fuels a pipeline of future-ready talent equipped with sharper skillsets that bring fresh thinking and solutions to their teams. Investment in employees’ job-related growth makes them feel valued and validates their role in our success. In 2023, TTEC paid out nearly $400,000 in tuition, books, and fees reimbursement to U.S. employees, a 77% increase over the year prior. Employee participation in our tuition reimbursement program rose 55% from 2022 to 2023. Initially offered to U.S. workers, TTEC's program expanded in 2023 to 18 geographies abroad. Courses from accredited institutions of higher learning must be pre-approved by TTEC. • U.S. workers are eligible for up to $5,250 tuition reimbursement ($2,000 for part-time) in a calendar year. • International employees qualify for tuition reimbursement ranging from $500 to $4,500 (USD) per calendar year. Tuition reimbursement is offered to full-time employees in good standing who’ve served continuously in their roles six months and who earn a minimum grade of “C” or “pass.” Employees can instead choose the professional certification benefit.
—Bria Martin, ESG Program Leader and former LDI intern
Global Leadership Development Internship (LDI) An aspirational employee experience is
foundational to TTEC’s future. We’re dedicated to attracting and developing the most promising talent and LDI sets out the welcome mat. High-achieving, early career professionals are drawn to our paid, 10-week summer intern program focused on leadership development. While they have diverse personal backgrounds and academic majors, interns share something in common: a passionate desire to make an impact at work and in their own communities. TTEC’s LDI program engages interns in meaningful projects that expose them to leadership and top- tier clients, while giving them a real-world sense of what it’s like to work for a public company. Intern projects demand and nurture creative, problem- solving skills across a wide array of business areas such as customer experience (CX), global real estate, product management, data analytics, automation, artificial intelligence, people and culture, and end-to-end digital transformation journey mapping, to name a few. LDI had a big year in 2023, with milestones in Mexico and India. In Mexico, 80% of our inaugural intern class was hired into full-time roles at TTEC. This was our best-ever, full-time conversion rate since the program’s inception in 2020. In India, we hosted our second annual MBA-level spring internship program. We are exploring opportunities to expand LDI to more global regions in the future.
55% rise in employee
participation in tuition reimbursement program
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TTEC 2023 Impact and Sustainability Report
Employee engagement
2023 Employee Engagement survey results
Justice
Support
80%
87%
Employees perceive that management promotes inclusive behavior.
Employees feel supported.
Pride
Camaraderie
Employee engagement survey Because TTEC takes employee experience
80%
80%
seriously, we elevated our approach to measuring engagement in 2023, underscoring our commitment to enhancing workplace culture. We upgraded our processes and systems to gain a comprehensive understanding of employees’ sentiments across all levels of the Company. This involved migrating to a more robust platform, empowering us to more effectively track and understand employee satisfaction over time. Utilizing a data-driven model facilitated by our partner, the new employee engagement software integrates feedback from over 100 million employees worldwide, offering a comprehensive view of our organizational culture. Moreover, TTEC achieved eligibility for Great Place to Work certification in several countries, with over 80% of global employees surveyed in 2023 affirming TTEC as a Great Place to Work. To leverage this endorsement, TTEC leaders will undergo training and coaching to further enhance the overall employee experience based on the insights gained.
Employees feel a sense of pride in their work.
Employees feel a sense of enjoyment in the workplace.
Community
Respect
80%
78%
Employees feel a sense of community.
Employees feel respected by management.
Caring
Fairness
78%
78%
Employees feel cared for.
Employees feel that management’s practices are fair.
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Magic Makers embody best of the best We celebrate our employees every day but in 2023, we pulled out all the stops. With a “go big or go home” mindset, we celebrated top employees with an extravaganza to coincide with TTEC’s 40th anniversary. We chose the Walt Disney World Resort in Florida as the venue to host our most exceptional employees for an all-expense-paid, five-day gala to express our appreciation for their dedication and performance. We call them Magic Makers and 100 of these superstars traveled from eight countries to attend the celebration in early March 2023. Many of our blue-ribbon clients attended the event, too. TTEC Magic Makers were nominated by their peers. All told, 512 nominations were submitted. Magic Makers — a total of 128 honorees in 2023 — embody our values, such as “lead every day,” “reach for amazing,” and “live life passionately.” After the fireworks, confetti, and streamers settled at the “happiest place on Earth,” our Magic Makers joined TTEC rally teams to work on various initiatives involving automation, branding, career development, recognition, and impact and sustainability. These rally teams, which presented their findings and recommendations for the future
9:48
TTEC Talent Show: Sharing inspiration Powered by TTEC on LinkedIn Live, Talent Show is a live video series showcasing TTEC people who bring the skills, the energy, and life to TTEC. Now in its fourth year, Talent Show features guests from around the globe across various departments and levels.
3,000+ average unique views per episode
Our goal is to go behind the scenes with the people who create amazing customer experiences every day. We celebrate DE&I events to highlight our inclusive culture. It’s an opportunity to shine a spotlight on our global team and amplify the work they do every day to support TTEC’s purpose to Bring Humanity to Business . Our guests, such as TTEC Engage COO Chuck Koskovich, shared career advice and each episode closed with a focus on our hot jobs segment to connect the audience with TTEC career opportunities around the world.
of our business, ensure we continue to gather feedback from our most impactful and dedicated Magic Makers.
Check out the Magic Makers Gala
30% Magic Makers based in the Philippines 4 Magic Makers have 25+ years’ experience 100 Magic Makers attended Disney gala
Highlights from the 2023 program, which featured 26 Talent Shows on LinkedIn Live:
• 3,000+ unique views on average for each episode
• 350-450 participants for each episode
The most popular episodes were driven by our Employee Resource Groups (ERGs), such as Women in Leadership; TTEC MINDS, whose episodes focused on neurodiversity; and Prism, which advocates for the LGBTQIA+ community and allies.
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TTEC 2023 Impact and Sustainability Report
Employee wellness and retention
Wellness Navigators help our employees find and access the resources they need.
TTEC offers private medical plans in most countries, which may include dental or vision. Our overall enrollment rate is 42% on average. We have a dependent care FSA offering for U.S.- based employees and we comply with all country and state requirements and legislation regarding options for employees around the globe. We also offer life and/or disability coverage along with retirement plans, depending on market competitiveness, prevalence, and local requirements. Flexible work opportunities Flexible scheduling provides our associates with a greater level of control and the ability to manage and adjust their schedules as needed, which ultimately provides a greater level of work-life balance. Evolving new labor models like this attract talent looking for non-traditional employment options. Flexible scheduling at TTEC is a client- and program- specific option. With TTEC’s FlexEX scheduling, high- performers, for example, are granted the privilege to select work shifts that accommodate their personal schedules, before the rest of the worker population is assigned work shift hours. Most employees, up to 75% of whom we surveyed across multiple sites, indicated a preference for flexible scheduling.
Acknowledging that employees can’t bring their best selves to work when other aspects of their lives are unbalanced, we provide support and flexibility through various means. Parental leave, wellness programs, and flexible policies aimed at fostering well-being not only contribute to reducing absenteeism but also empower our employees to dedicate time and energy for personal improvement. Respecting our employees’ personal responsibilities and offering avenues for career mobility and growth help form the core of our retention strategy. Global wellness and mental health TTEC initiatives fostering well-being include a global wellness program and mental health program. Employees can learn about specific opportunities available to them through our Health and Wellness online portal, which details programs specific to each country. From education to savings to physical fitness, suicide prevention, and confidential professional counseling, these programs are designed to promote mental, physical, financial, and social well-being. Our
22 TTEC 2023 Impact and Sustainability Report
Parental leave In 2023, TTEC offered a new benefit for U.S. employees, a parental leave program for employees in our Digital division and for employees at career level 2 and above across TTEC (excluding Percepta and FCR). There is no legal requirement in the United States for this benefit. Outside the United States, we offer parental leave programs in compliance with country requirements or laws. iAspire bolsters retention TTEC’s commitment to our employees extends beyond mere support; it actively fosters career growth and development, serving as a powerful tool for retention. Central to this commitment is our iAspire program, a streamlined process facilitating career mobility within the Company for existing employees.
Through iAspire, employees receive alerts whenever a new opportunity aligning with their career aspirations becomes available at TTEC. The fact that 71% of requisitions were filled through iAspire in 2023 speaks volumes about its effectiveness. Performance appraisals: Autonomy that empowers Complementing our dynamic career mobility initiatives, TTEC conducts performance appraisals, known as “check-ins,” on a quarterly basis. These assessments are pivotal to employee retention, providing ongoing evaluations throughout the year. The process, based on the SMART goal methodology, engages employees to take ownership of their career development. Managers and employees jointly set performance goals relevant to employees’ roles and aligned to their department’s specific strategic objectives. The check-in process involves self-assessment and provides a holistic view of performance and development — crucial for retaining top talent. Results of check-ins are transparently shared with employees to identify specific training and development needs and opportunities. Empower, our dedicated performance tracking tool for contact center associates and team leads, provides valuable insights into both individual and team performance. Each program features specific KPIs tailored to their unique requirements, allowing employees to view their performance against these metrics. This level of autonomy and visibility into their performance contributes to a sense of control and accomplishment. Additionally, Empower facilitates a streamlined process for team leads to document coaching sessions with employees — a key element of our commitment to employee development and retention. Freedom of association and collective bargaining Per the TTEC Contact Centre Enterprise Agreement 2021, TTEC International Pty Ltd is committed to fostering a workplace environment that upholds the principles of freedom of association and collective bargaining. The policy, applicable to our Australian operations, demonstrates our dedication to fair labor practices.
71% of requisitions
filled via the iAspire platform in 2023
In 2023, we enhanced our iAspire program by integrating it with the TTEC Talent portal. This integration ensures that internal candidates’ resumes remain up-to-date, providing internal hiring managers with visibility into newly acquired certifications.
I’ve been with TTEC for 13 years, initially starting as a coordinator and
now serving as a consultant in our people and culture department. What’s more, I have the honor of leading one of the Employee Resource Groups at TTEC, Persons with Disability. As a person with a disability, I am proud to be part of this awesome Company that offers such a wide range of support and growth opportunities for individuals with diverse capabilities and abilities, like me.” —Natni Badiola, People and Culture Consultant Leader of Persons with Disability ERG
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TTEC 2023 Impact and Sustainability Report
Diversity, Equity, and Inclusion
The Diversity Council chair, who holds a seat on the ESG Executive Council, leads work in four focus areas. • Strategy and infrastructure , covering sustainability, philanthropic impact, supplier diversity, and partnerships. • Awareness and education , to ensure resources are deployed appropriately to promote awareness that enables an inclusive workforce to thrive. • Employee engagement and retention , to cultivate Employee Resource Groups and nurture growing communities of support. • Talent acquisition and development , which includes targeted training and development opportunities that maximize performance, enable upward professional mobility, and increase employee engagement. Among TTEC’s DE&I achievements in 2023: • Diversity compliance courses: For the first time, DE&I training, delivered through the TTEC Talent portal, was mandatory for our employees. Course completion rates among G&A employees reached 99% and completion rates for contact center associates hit 96%. 99% Diversity training completion rate, 96% Diversity training
TTEC is able to infuse humanity into everything we do because we embrace and celebrate diversity. We insist on equity and inclusion. With more than 60,000 employees engaging in more than 3.5 million daily interactions across six continents, TTEC represents a vibrant mosaic of world views, experiences, and cultures. Our progress on DE&I initiatives is reported to the TTEC Board of Directors annually, and sometimes more frequently whenever we achieve important milestones. TTEC’s Diversity Council revamped its charter in 2023 to become more inclusive and to better assess engagement and participation across the organization. Specifically, the Council sought out members with greater intentionality in 2023, to ensure voices from all departments and geographic regions are represented across people and culture, legal, operations, talent acquisition, enterprise services, and our Employee Resource Groups. The updated charter encourages input from all business functions, reveals new opportunities to improve, and ensures the Council is effective when making recommendations to company leadership.
TTEC G&A employees
completion rate, TTEC contact center associates
24 TTEC 2023 Impact and Sustainability Report
• Impact, Sustainability, and Diversity dashboard: The Diversity Council collaborated with IT and other internal department leads to build a digital hub to capture critical data points related to DE&I, philanthropy, and sustainability to ensure TTEC remains the Employer of Choice. • DE&I global calendar: DE&I is not a seasonal holiday to be celebrated at a designated time of year; at TTEC, advocacy is a yearlong endeavor. We commemorate World Mental Health Day, Breast Cancer Awareness Month, International Transgender Day of Visibility, Women’s Equality Day, Neurodiversity Month, and much more. DE&I is promoted through our monthly TTEC in Action newsletter and on social media channels. We ask our employees to alert us to holidays that are important to them and their cultures so we can celebrate with everyone. • Spectrum , our DE&I group in the Philippines, was active in 2023. More than 700 employees participated in the Metro Manila Pride March and more showed up for the Iloilo Pride March in October. Spectrum partnered with Philippine Financial Inter-industry Pride (PFIP), an NGO that promotes LGBTQ+ inclusion. Its Think Green, Live Green group took part in a waste cleanup project to benefit women-owned small businesses in Las Pinas. Looking ahead, the Diversity Council continues to partner with Management Leadership for Tomorrow with the objective of becoming a designated Black equity-certified employer by 2024.
We drive an inclusive culture because it is the right thing to do, and also because we understand that it is a business imperative to stay competitive for the best talent in the market.” —Ebony Langston, VP, Sales, Healthcare Solutions Chair of TTEC Diversity Council 92% of global employees agree that “People here are treated fairly regardless of their sexual orientation ” 91%
of global employees agree that “People here are treated fairly regardless of their gender ” 90% of global employees agree that “People here are treated fairly regardless of their race ” 88% of global employees agree that “People here are treated fairly regardless of their age ”
Workforce Demographics (U.S. Population)
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TTEC 2023 Impact and Sustainability Report
Check out Employee Resource Group photos
Employee Resource Groups TTEC Employee Resource Groups (ERGs) are established and led by our employees, who are energized to welcome and uplift underrepresented voices to advance career development and overall well-being. Through peer mentorship and open discussion, historically marginalized groups are empowered to share their knowledge and experiences so we all can become more aware and attuned to each other’s needs. Our ERGs educate about social injustices so we can un-learn preconceived notions and shed biases we may not even know we hold. The result: enlightenment that makes it easy to infuse humanity into everything we do. TTEC’s newest addition is our Persons with Disability (PWD ) Employee Resource Group, which seeks to ensure all employees attain a fulfilling career with full support from the Company. Established in July 2023, this group was jumpstarted by our employees in the Philippines. With 94 self-declared members plus 29 global allies, this thriving ERG is supported by executive sponsors and regional ambassadors from North America, EMEA, and LATAM. PWD promotes diversity, inclusivity, and equal employment opportunities through awareness programs and projects that engage and unify.
Women in Leadership (WIL) elevates women through mentorship, educational programs, networking, and advocacy. In 2023, WIL United States donated $1,000 to Carroll County Emergency Shelter in Georgia; WIL Mexico donated daily essentials to the Casa Hogar Madres Solteras A.C. women’s shelter; and WIL India, together with TTEC Foundation India, provided 300 toilets (and pledged 700 more) to private homes in remote villages near Ahmedabad, where sufficient sanitation is lacking.
Prism is dedicated to employees who identify as LGBTQIA+ and their allies. Our 725 members share opportunities in education, career development, and networking via webinars, podcasts, published employee profiles, and focus groups. Other activities included celebrating International Transgender Day of Visibility in March and Pride Month in June 2023, when Prism was among the many sponsors of the Denver Pride 5K run and Pride Fest that drew more than 500,000 attendees. In the Philippines, Prism made $4,000 in monetary and equipment donations to Gabay sa Pulang, a nonprofit that supports people living with HIV in the Philippines.
TTEC MINDS , founded by TTEC employees in 2022, provides support for neurodiverse employees, fostering a sense of belonging and inclusivity. Monthly, member-led interactive sessions explore tips, tricks, and challenges, while sharing stories and moments of celebration. Guest speakers in 2023 included global advocates for neurodiversity inclusion and accessibility in the workplace.
Champions of Color fosters a safe and collaborative environment for TTEC employees of Black, African American, and African descent. The group’s 2023 Barber/Beauty Shop series focused on discussion topics that resonate such as Black representation in the media, policing, and code-switching. Champions of Color supported the partnership with Management Leadership for Tomorrow (MLT) in pursuit of MLT Racial Equity at Work Certification for TTEC by 2024.
26 TTEC 2023 Impact and Sustainability Report
Impact Strategy
7 pillars underpinning a holistic approach to our Impact Strategy TTEC has a long history of hiring practices that focus on historically marginalized groups facing obstacles in finding employment including single mothers and other care givers, refugees, military veterans, displaced workers, LGBTQIA+, persons with disability, and Dreamers. Until recently, these talent acquisition efforts were carried out in siloes on a country-by-country basis. In 2023, TTEC developed a holistic Impact Strategy business model, supported by seven pillars, that can be deployed globally and aligns to the United Nations Sustainability Development Goals (UNSDGs). This model is multidimensional and sourcing of talent is merely one of the seven pillars. Other Impact building blocks set in place in 2023 include: • Establishment of a global Impact Practice Advisory Group comprised of like-minded clients, partners, and key stakeholders who are committed to long-term objectives. • Impact Economics methodology and metrics: In 2023, TTEC adopted a robust set of globally recognized and location-specific measures of meaningful impact to illustrate the breadth and depth of our initiatives. Because each community is unique, metrics are defined and reported based on the most pressing needs of a given location. Among the areas to measure so we can report our progress:
The newest initiative that enriches TTEC’s positive influence on the world got going in earnest in 2022 and the momentum really kicked in in 2023. In 2023, TTEC set the foundation for our Impact Strategy. We built the infrastructure and defined a framework to drive systemic change for our own organization and for our clients. And, because you can’t manage what you can’t measure, we adopted a system of measurement to track key performance metrics — those proof points that quantify socioeconomic improvements to validate an Impact Strategy is delivering on its objectives. TTEC’s Impact Strategy is not a marketing tactic. It is a philosophy that centers on the impact we can make on an individual, a community, a region, and the world as we provide a great customer experience on behalf of brands everywhere.
° access to employment, residential stability improvement, reduced commute cost/time
° access to education, workplace readiness training, access to high-quality learning environments, employee retention
It’s how we do business.
° wage parity, job security improvements, career mobility, total jobs created, “first job” hiring rates
° direct funding and nonfinancial support, supplier diversity
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TTEC 2023 Impact and Sustainability Report
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