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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