Ethics and compliance How TTEC Does Business, our Ethics Code for global stakeholders, is the ethical compass for our employees and suppliers on how we collaborate with our business partners, engage with the marketplace to compete for business opportunities, support communities where we live and work, and most importantly, declare what we expect from each other, as we deliver the highest quality of service and innovation to clients and value to shareholders.
We use artificial intelligence ethically TTEC uses AI tools on behalf of the Company to run our business, support our employees, and to serve our clients. We use these tools for good, including meeting our business aspirations and our clients’ expectations, while following relevant regulatory requirements and best practices. We understand the importance of proactively addressing ethical issues, establishing decision-making principles on the use of AI in our organization, including careful selection of training data, transparency about how AI is being used, and appropriate oversight of its use. We value the responsible and ethical use of AI as an enablement tool and not a wholesale, unsupervised replacement of people and functions. AI at TTEC supplements and enhances human abilities but it does not lessen their value. Ethics and compliance training All new employees are required to complete our ethics, information security, and privacy training within
TTEC provides a confidential, 24-hour helpline managed by a third party. The helpline, We Hear You, or WHY, added a new AI category in 2023 so employees can report AI-related concerns. We Hear You is available to our employees and suppliers globally, in most languages spoken by our 60,000+ employees. Employees and suppliers can use the helpline to ask questions or report suspected violations of our Ethics Code, company values, policies, or laws. The helpline is available electronically and telephonically, and users can choose to engage anonymously. Every report is assessed and investigated by a member of our ethics or people and culture compliance teams. Along with our other operations, various ethical standards topics (i.e., privacy, fraud, We Hear You helpline, background checks) are audited every one to three years based on input from the business. 99% Ethics and compliance completion rate, TTEC G&A employees 96% Ethics and compliance completion rate, TTEC contact center associates
30 days of joining the Company. As a part of onboarding, our employees are required to
attest, and their managers are required to confirm, that they’ve reviewed our Ethics Code and understand the company’s expectations about ethical conduct. Such attestation is a condition of employment at TTEC, and all people managers are held accountable for the completion of this training by their direct reports. Tenured employees are assigned a tailored compliance training schedule annually that includes, depending on the role, conflict of interest, anti- corruption, workplace harassment, phishing/ smishing, HIPAA, wage and hour pay practices, and whistleblower and nonretaliation. All senior executives and financial officers annually attest to their understanding of topics including code of conduct, fostering diversity and inclusion, financial ethics, workplace harassment, protecting intellectual property, and cybersecurity. The completion rates for ethics and compliance training among G&A employees reached 99%, while contact center associates achieved a 96% completion rate.
42 TTEC 2023 Impact and Sustainability Report
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