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.
2024 Impact and Sustainability Report
Contents
Introduction Social
Governance Environmental
Indexes
Awards
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Table of contents
Introduction
Governance 24 Partner of Choice 25
Indexes
3 4 5 6 7 8 9
Introduction TTEC priorities
42 Indexes 43
How TTEC is governed TTEC Board of Directors
SASB Standards Index Workforce Demographics
A Message from the TTEC executive leadership team
27 28 29 30 31 32 33 34
44 45
Highlights by the numbers
Client collaboration: Driving shared value
We Hear You: Speaking up at TTEC
Living our values
Ethics and compliance
UN Sustainable Development Goals Alignment
Responsible Al use
Awards 46 Awards and recognition 47
Meet TTEC
Data privacy and security Resiliency management
10 11 12
Oversight and accountability for ESG initiatives
2024 awards and recognition
Meet the ESG Executive Council 2024 Materiality assessment
Business continuity and disaster recovery
Enterprise risk management
Environmental
Social
35 Provider of Choice 36
13 14 15 16 17 19 20 21 22 23
Employer of Choice
Environmental stewardship
Empowering leaders: Recruiting, training, retention
37 38 39
TTEC’s Impact
Employee engagement and culture
Green Ambassadors and Sustainability Initiatives Task Force on Climate-Related Financial Disclosures
Employee well-being
Humanity first Impact Strategy
Impact Strategy partnerships
Community Impact and philanthropy
Employee health and safety Supply chain management
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, 2024. In addition, the information in this Report contains forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995.
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Introduction
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TTEC priorities A message from TTEC executive leadership team Highlights by the numbers Living our values UN Sustainable Development Goals (SDGs) Alignment Meet TTEC Oversight and Accountability for ESG Initiatives Meet the ESG Executive Council 2024 Materiality assessment
Introduction TTEC’s 2024 Impact and Sustainability Report represents our transparency and commitment to our stakeholders. We believe it’s vital to document our journey for sustainable and socially responsible growth to show how we prioritize investments in our people and communities, insist on good governance, and take a proactive role in climate stewardship. Our strategy has evolved and expanded beyond a traditional ESG focus into a broader impact and sustainability mandate. We welcome feedback on all our initiatives as we strive to improve our outcomes each year.
We view sustainability as a catalyst for innovation and lasting success. We are committed to making a meaningful impact by investing in initiatives that support our people, strengthen communities, and create long-term value for our stakeholders.” —Kenny Wagers, Chief Financial Officer
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TTEC priorities
Employer of Choice 1
Partner of Choice 2
Provider of Choice 3
g s t g o v
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ng c d e n
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About this report TTEC’s Impact & Sustainability Report contains relevant metrics in accordance with the Sustainability Accounting Standards Board (SASB) standards. The scope of performance data in this report is companywide for the fiscal year ending December 31, 2024, 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 2024 Impact & Sustainability Report and related efforts. Please send any queries or comments to ttec.com/contact-us .
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A message from TTEC executive leadership team Achievements of the past year are a testament to TTEC’s collective strength, resilience, and unwavering commitment to cultivate great experiences not only for our clients and their customers but also for our talented 54,000 employees worldwide. We’ve navigated complex global landscapes, adapted to changing business environments, entered new markets, and continued to push the boundaries of what’s possible. Investments in our people and communities Commitment to good governance Stewardship to protect our climate • We enhanced our Health and Safety Policy and hired a dedicated global senior adviser to build and manage our global enterprise-wide program; on-site safety officers and first aid teams reinforce our commitment to employees’ well- being — including those who work from home;
• We created a Modern Slavery curriculum for our employees in 2024, training that is mandatory for all sourcing employees and delivered though our TTEC Talent portal; our Modern Slavery Policy compliance language has been added to our MSA templates for suppliers; and • We upgraded our supplier onboarding processes, leveraging a third-party risk management solution to gather supplier due diligence and onboarding information. Looking ahead with intention and purpose 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.
John Abou President of TTEC Engage
Dave Seybold TTEC Digital, CEO
Kenneth “Kenny” R. Wagers III Chief Financial Officer
Ken Tuchman Chairman & Chief Executive Officer
What’s new in 2024? • We solidified our Scope 1 and Scope 2 carbon emissions reporting and expanded our efforts to include Scope 3 reporting, building a foundation for emission-reduction targets; • We bolstered and expanded our Impact Strategy Practice to fuel economic vibrancy around the world, where quality employment opportunities can make a generational difference; • We strengthened our climate resilience strategy by enhancing our Task Force on Climate-related Financial Disclosures (TCFD) reporting through in-depth scenario analysis and cost estimation efforts;
“Bringing Humanity to Business” remains vital to our mission to bring value to our world. This mantra reminds us to reject stasis as the emergence of technologies like AI oblige us to re-evaluate all business activities to ensure they uphold the highest level of integrity, honesty, and transparency. 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 fortify TTEC’s standing as the Employer of Choice, Provider of Choice, and Partner of Choice. Our 2024 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 2024 Report highlights our progress on three key priorities that were refined through the Impact materiality assessment that we performed in 2023:
Margaret McLean General Counsel and Chief Legal & Risk Officer
Laura Butler Chief People Officer
Chris Brown Head of Corporate Development & Strategy, Chief of Staff, Office of the Chairman & CEO
John Everson Chief Security Officer
• We updated and revised our Climate Change and Environmental Responsibility Policy;
Judi Hand Chief Revenue Officer, Engage
Ryan Swanger TTEC Digital, Global Sales Leader
Rob Dravenstott Chief Information Officer
From climate change to economic inequality, our world faces challenges that require collective action and innovative solutions. Responsible ESG practices have been woven into our mission. The ultimate goal: Do our part to foster a more sustainable and inclusive economy.” —Ken Tuchman, Chairman, CEO, and founder
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Highlights by the numbers
Social
Governance
Responsible Sourcing
Philanthropic Giving $557K
Great Place to Work certified 15 countries
Supplier Diversity Spend 13.40%
Percent of suppliers evaluated on ESG criteria 100%
Global Engagement Event Participation 23,370+
Completed Learning Courses 64,466
Employee Resource Groups 7
Ethics & Compliance Completion G&A 100% Associates 99% Average board tenure 10 years
Environmental
GHG Emissions (Metric Tons CO 2 e) 82,877.93
Trees planted 1,000+
Energy Consumption YoY -18%
Growth is most meaningful when it uplifts those around us. By prioritizing people and purpose alongside performance, we create opportunities that benefit our employees, communities, and stakeholders alike.” —John Abou, President of TTEC Engage
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Living our values
Values
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 lead every day at every level to achieve results. We know that courageous, authentic leadership translates into positive impact.
Our vision Leading the world’s most respected organizations to create and grow emotionally connected, valuable, lasting relationships
Our mission Accelerate growth by simplifying and personalizing interactions that build deep engagement between people and brands
Our purpose Deliver Humanity to Business
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.
We’re stronger together — one Company with one purpose and one team. We work together and have each others’ backs.
We are innovators who make amazing things possible. We spark creativity and never accept “can’t.”
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 commitment to ESG responsibility is fundamental. It’s not just aligned with our principles and core values—it drives our promise to bring humanity to business and create a more sustainable and equitable future for all.” —Judith Almendra , Group Vice President, Engage, People & Culture, TTEC Foundation President
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UN Sustainable Development Goals Alignment
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:
Ensure inclusive and equitable quality education and promote lifelong learning opportunities for all
Ensure healthy lives and promote well-being for all at all ages.
Achieve gender equality and empower all women and girls.
Promote sustained, inclusive and sustainable economic growth, full and productive employment and decent work for all.
Reduce inequality within and among countries.
Take urgent action to combat climate change and its impacts.
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Meet TTEC TTEC is one of the largest pure-play customer experience (CX) technology and services partners in the world, serving more than 700 iconic clients. For over 40 years, our business has been helping companies make their customers happy.
TTEC Global Footprint (as of 12/31/24)
United Kingdom
Netherlands Belgium Poland
6 continents
Canada
TTEC Digital
TTEC Engage
Ireland
Cloud Contact Center Technology Platform
Customer Care Services
Bulgaria
22 countries
United States
Customer Growth Services
Contact Center as a Service Systems Integration & Orchestration
Greece
Egypt
Back Office & Technical Support
Mexico
~$2.2B Revenue FY 2024
Honduras
Fraud Mitigation
CX Strategy & Digital Transformation Consulting
Costa Rica
Artificial Intelligence Operations
India
Automation (Artificial Intelligence/ Machine Learning/ Robotic Process Automation)
Rwanda
Colombia
Philippines
71 customer engagement centers
Malaysia
Brazil
South Africa
Australia
$459M Revenue FY 2024
$1.75B Revenue FY 2024
Scale (as of 12/31/24)
700+ clients
50 languages supported
50K+ total employees
~3,000 CX professionals
~64% of employees work outside of the U.S.
58% of revenue generated from clients with a 10+ year relationship
and engineers serving clients
Diversification
Public Sector
Technology
Retail
Financial Services
Other
18%
16%
14%
13%
13%
9%
6% 6% 4%
1%
We relentlessly push the boundaries of possibility, creating significant and lasting impact for our stakeholders around the world.” —Dave Seybold, TTEC Digital, CEO
Telecom & Media
Travel & Hospitality
Business Services
Healthcare
Automotive
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Oversight and Accountability for ESG Initiatives
Accountability for Environmental, Social, and Governance endeavours 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. Board oversight The TTEC Board of Directors oversees the 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:
ESG oversight
Nominating and Governance Committee
Compensation Committee
TTEC Board of Directors 1
Security and Technology Committee
Audit Committee
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.
ESG Executive Council 2
(More information on following page)
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 Impact and Inclusion 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.
TTEC Ethics and Compliance Steering Committee
TTEC Information Security Steering Committee
TTEC Impact & Inclusion Council
Subject matter expert steering committees 3
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.
TTEC Disclosure Committee
TTEC Healthcare Committee
Health & Safety Committee
(More information on following page)
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Meet the ESG Executive Council
2024 ESG Council Priorities TTEC’s ESG Council established nine areas of focus that would bolster the company’s standing as an Employer, Partner, and Provider of Choice.
Subject matter expert steering committees The work of our ESG Executive Council builds on the ongoing efforts of our focused steering committees of experts:
Employee-Centric Priorities • Culture of Sustainability • Inclusion and Development • Employee Well-being
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.
Kenny Wagers Council Chair Chief Financial Officer
Laura Butler ESG - Social Chief People Officer
Margaret McLean ESG - Governance General Counsel & Chief Legal & Risk Officer
TTEC Information Security Steering Committee, chaired by our chief security officer, focuses on technology, security, compliance, and reliability, data governance, and business continuity initiatives.
Governance and Transparency • Auditable Data Collection and KPIs • Ethics and Compliance Strategic ESG Alignment • TCFD Alignment • Impact Strategy Implementation
Michael Stefanski ESG - Environmental VP Global Real Estate Operations
Simon Dillsworth SVP, Engage
The ESG Executive Council oversees TTEC’s ESG initiatives around the globe and ties these initiatives directly to TTEC’s objective of being an employer, partner, and provider of choice.
TTEC Impact & Inclusion 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 Impact & Inclusion best practices and support our Employee Resources Groups.
Arnab Ray SVP, APAC & India Engage Operations
Ebony Langston Chair, Global Impact and Inclusion Council
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.
Rob Dravenstoff Chief Information Officer
ESG Delivery Team
Steve Pollema TTEC Digital CFO
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.
Judith Almendra TTEC Foundation President
Javier Blanco Lead
Bria Martin Program Manager
Pranav Rajeshwarkar Reporting Analyst
TTEC Health & Safety Committee, led by our dedicated global health and safety senior adviser, reviews incident reports to identify hazards, propose corrective measures, and provide guidance to help make safety part of the company culture.
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2024 Materiality Assessment
Our impact and sustainability program is designed to align with our stakeholders’ priorities. In 2023, we conducted our ESG materiality assessment 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. Through this process, we learned that our stakeholders strongly support our commitment to our people and communities where we live and work. It also became clear that our stakeholders want us to do more for the environment and they expect us to uphold our tradition of good governance.
In 2024, we continued to build on the priorities identified in 2023, maintaining our focus on the areas that matter most to our stakeholders and advancing our work on these key initiatives.
n m
n a
c i a
• Greenhouse gas
• Good governance for a sustainable business
• Employee recruitment, training, and retention
emissions tracking
• Management of our energy and water usage
• Ethics and integrity in everything we do
• Impact and Inclusion
• Employee engagement and well-being
• Recycling and Reuse
• Stewardship of data through privacy and cybersecurity
• Community impact
• Board leadership that represent our values
Our ESG program is guided by a deep understanding of the issues that matter most to our stakeholders. We align our strategies with the most critical environmental, social, and governance topics, ensuring that we deliver lasting value to all those we impact.” —Bria Martin, ESG Program Manager
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Empowering leaders: Recruiting, training, retention Employee engagement and culture Employee well-being Humanity first Impact Strategy Impact Strategy partnerships Community impact and philanthropy
Employee health and safety Supply chain management Employer of Choice
At TTEC, our people are our greatest strength — the driving force behind our 43-year legacy of innovation and excellence. We believe in creating an environment where every employee thrives, grows, and takes ownership of their own professional journey. Our comprehensive training and development programs are designed to discover and unlock individual potential. From day one, we offer skill-building opportunities, mentorship, and a culture that values personal and professional growth. Inclusion, engagement, wellness, and giving back to our communities are fundamental principles that guide everything we do. By investing in our people, we’ve established ourselves as an Employer of Choice.
We recognize that our strength lies in our people and believe that work should be a place where everyone belongs and thrives. Through our People & Culture strategy, we’re building a supportive, empowered community where all individuals feel valued, respected, and encouraged to grow - both professionally and personally - at every stage of their unique journey.” —Laura Butler, Chief People Officer
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Empowering leaders: Recruiting, training, retention
It’s also a gateway to free professional and technical certification and prep programs.
strategic objectives. The check-in process involves self- assessment and provides a holistic view of performance and development. 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. 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. iAspire bolsters retention TTEC advocates for our people: We promote career mobility, the mission of our iAspire program. We’ve developed a structured set of learning assets to advance competency and leadership for those most driven to take their career to the next level. iAspire sends employees alerts whenever a new opportunity — one that matches their expressed career aspirations — arises at TTEC.
leaders in our Engage segment. The program extends for 16 weeks with required learning, workshops, social learning, and on-the-job learning. Core focus areas: • 360-degree feedback: Assessment of core and functional competencies using TTEC Talent • Required formal learning: Approved content based on learning objectives. Includes core and elective content based on individual or segment needs
In 2024, TTEC participated in every global-level learning initiative offered through Google Cloud for Education. Nearly 900 employees engaged in on-demand courses and labs to earn skill badges and certifications in a wide range of specialties. In our TTEC Digital business, 1,622 employees took part in AI and CX certification programs, with a completion rate of 98.64%. In 2024, TTEC Engage’s talent pool development program, called BUILD, matriculated more than 3,000 graduates. BUILD is part of our Leadership Development strategy to bolster operational and organizational bench strength by creating a robust pool of potential leaders to meet TTEC’s present and future business needs. The program includes a systematic process of identifying, assessing, developing, and deploying high-potential candidates to fill key leadership positions. While BUILD does not guarantee a promotion (28% were promoted in 2024), it helps our employees be better prepared for opportunities as they arise. In 2024, 5,186 managers (67%) completed Leadership and Management courses from Skillsoft. The available leadership and management course on Skillsoft included 1,608 titles. Estimated total duration of these courses was about 18,000 hours, or 3.5 hours on average per manager. Performance appraisals TTEC conducts performance appraisals, known as “check-ins,” on a biannual basis. 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
• Workshops: Two executive leader-led sessions with content focused on Engage strategic themes
TTEC employees approach each workday confident they have access to the knowledge, tools, and support needed to succeed in their roles and advance their careers. To help our team members excel and develop into future leaders, we’ve established these essential resources: 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. TTEC Talent, springboard for career success Career development and performance are 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.
• Social learning: Executive Leadership Learning Center of Excellence or other social community. Mentorship Circles: Enable peer-to-peer learning • Action learning: Connect learning to business results. Deliver plan of attack, client sales pitch, digital automation included Tuition reimbursement: A sound investment 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 2024, TTEC paid out $311,000 in tuition, books, and fees reimbursement to U.S. employees. Employee participation in our tuition reimbursement program rose 60% from 2023 to 2024.
In 2024, 69% of requisitions were filled via the iAspire platform. Our internal hire rate for Team Leads is 86%
Our talent management strategy is built on SMART (specific, measurable, actionable, relevant, timebound) goals aligned to the company’s strategic priorities. Employees meet with their managers quarterly to ensure development is ongoing so they can reach their personal and professional goals. TTEC Leadership Academy TTEC’s Engage Leadership Academy launched in October 2024. The program is tailored for key talent, top talent, successor candidates, and newly promoted
TTEC Talent is a rich, interactive, multidimensional learning hub that contains millions of digital courses for employees.
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Employee engagement and culture
Fostering Engagement: Connection, Recognition, and Growth
Major events and Initiatives Through innovative programs, themed celebrations, and employee-driven initiatives, we delivered 8 global engagement events:
Great Place to Work survey TTEC’s steadfast efforts to build and enrich the employee experience reached new heights in 2024, when we achieved Great Place to Work certification in 15 countries. Building on 2023 successes in the Philippines and Canada, new geos earning accolades include Australia, Brazil, Bulgaria, Colombia, Costa Rica, Egypt, Greece, India, Ireland, Mexico, Poland, the United Kingdom, and the United States. “Great Place to Work certification is a highly coveted achievement that requires consistent and intentional dedication to the overall employee experience,” said Sarah Lewis-Kulin, vice president of Global Recognition at Great Place to Work. “By successfully earning this recognition, it is evident that TTEC stands out as one of the top companies to work for, providing a great workplace environment for its employees.” Our annual global Employee Experience Survey conducted through Great Place to Work surfaced intriguing trends about employee perceptions regarding credibility, respect, fairness, pride, and camaraderie. Additionally, we monitored onboarding employee sentiment and experience through a series of surveys to ensure new hires continue to engage at a high level and had access to the resources they needed to succeed in their roles.
Our methodical approach to gathering real-world data yields a comprehensive view of our culture and informs next steps to ensure TTEC remains an Employer of Choice.
In 2024, TTEC focused on building a cohesive and impactful employee engagement strategy designed to align with our core values and enhance the employee experience. Guided by three primary goals – formalize, empower, elevate - the initiatives and events of the year were crafted to foster a sense of connection, recognition, and growth across our global workforce. Our goals were achieved through targeted initiatives in the following key areas:
Employee Appreciation Day: Rolling out the Red Carpet
Earth Day: Empowering Sustainability at TTEC
TTEC Talent Show: People power 2024 marked TTEC’s fifth year hosting The Talent Show via LinkedIn Live. This interactive, high-energy video series showcased guest speakers and our own inspiring people from across the globe, in all departments, from all levels of the organization. Our goal is to go behind the scenes with the people who create amazing customer experiences every day. The Talent Show covered a variety of topic areas in 2024 including impact and inclusion, well-being and connections, Women’s History Month , and remote events that bring our people together no matter where they are located. One highlight was the launch of TTEC Familia, one of our new Employee Resource Groups designed to celebrate and empower our colleagues who are Latinos or Hispanics and allies supportive of our mission and vision.
• Community Building: Strengthening connections among employees through global and local events.
Great Place to Work Celebration
• Well-being: Introducing or enhancing initiatives like wellness days during Customer Service Week and Mid- year celebrations. • Recognition: Celebrating employee achievements with programs like TTEC Stars and recognition opportunities during every hosted event. • Impact & Inclusion: Supporting Employee Resource Groups (ERGs) in their event planning, communication and execution, driving meaningful impact and representation. This unified approach to engagement has set the stage for continued success, ensuring that TTEC employees worldwide feel valued, connected, and inspired.
Pride Month: Power in Pride
Mid-year Party: Reach for Amazing
Hispanic Heritage Celebration
Customer Service Week
End-of-Year Celebration: Masquerade Ball
Survey says! What TTEC employees think:
Highlights from the 2024 LinkedIn Live program:
• 80% say TTEC is a great place to work
• 450+ unique views on average for each episode
These efforts touched the lives of 23,370+ employees across 26 locations globally and reflect our alignment with TTEC’s core values, Reach for Amazing and Live Life Passionately.
• 82% say they feel a sense of pride in their accomplishments
• 100+ participants for each episode
• 87% say they are made to feel welcome upon joining TTEC
The most popular episodes were Building Wellness Wealth, Inspiring Growth: Moments of Triumph, Cultivating Kindness at Work & Beyond.
Armed with honest insights from employees, TTEC’s people leaders and People and Culture business partners crafted a personalized strategic approach to drive continued improvement in the employee experience.
A culture of engagement and collaboration fuels our progress. By empowering our people and promoting open dialogue, we create an environment where innovation and excellence thrives.” —Steve Pollema, TTEC Digital CFO
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Employee well-being
• cognitive behavioral therapy
• categorized as exempt FLSA category
designed to promote mental, physical, financial, social, and well-being.
• life coaching
• eligible for Flexible Time Off (FTO)
TTEC offers private medical plans in most countries, which may include dental or vision. 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. 2024 enhancements include a new low-cost, high-quality copay medical plan for U.S. employees administered by Surest, a UnitedHealthcare company. We also introduced Livewell Rewards Lifestyle Spending Account (LSA), which incentivizes employees to embrace wellness as part of daily life.
• critical incident services
• approved for a continuous Family and Medical Leave Act (FMLA) Leave
• workshops, training
TTEC will provide up to four weeks of Paid Parental Leave to FMLA-eligible employees per birth, adoption, guardianship, and fostering of a child. Parental leave can be used any time during the first four months of birth, adoption, guardianship, or fostering of a child. Eligible employees will also be able to use up to two (2) weeks of Flexible Time Off (FTO) after the Paid Parental Leave has been exhausted. 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. Clients that have opted in to flexible scheduling offer it as a reward or recognition for top performers, tenured employees, or on a voluntary basis. Most employees indicate a preference for flexible scheduling. In 2024, 54% of all TTEC employees worked from home. Global wellness, mental health, education investment Other TTEC initiatives to foster well-being include a global wellness program, mental health program, and tuition reimbursement. Employees can participate in a variety of well-being activities, available via our Health & Wellness portals. From physical fitness to education and confidential professional counseling, our programs are
• suicide prevention hotlines
• legal advice
• financial advice
Gender-affirming, autism, and pregnancy benefits were expanded in 2024.
We understand that personal well-being directly impacts professional performance, which is why we offer comprehensive support for work-life balance. Through parental leave benefits, wellness initiatives, and flexible scheduling options, we enable our employees to prioritize their personal lives and mental health. Parental leave To assist and support new parents with balancing work and family commitments, TTEC provides Paid Parental Leave to eligible employees. Paid Parental Leave is a period off from work for activities related to care and well-being of an employee’s newborn, adoption, guardianship, or fostering of a child. Paid Parental Leave applies to employees who are:
Zen-tastic: How to be Calm, productive, at peace TTEC’s mental health program, called It’s OK, We’re All Human, is anchored by a variety of training modules, resources, and other benefits promoted through our TTEC Health and Wellness website for U.S. employees, who can also access behavioral health services via telemedicine. Offshore employees access mental health benefits via the MyBenefits website and Mosaic intranet. Our Employee Assistance Program (EAP), a confidential support program for employees needing advice or facing personal challenges, is administered by our partner, Workplace Options. Available to all employees in all countries — at no cost to them — our EAP provides 24/7 access (phone, website, email, social platforms, mobile apps) to in-person and virtual counseling. Among the areas supported for work-life harmony:
In the U.S., our YOU@TTEC platform provides mental health and goals. Other countries have region-specific partners to help support mental health and well-being. Also new is our partnership with Calm, a mental fitness app we pilot-tested in 2024. That success led us to decide to roll out Calm’s stress-reducing, meditative, musical, and sleep audio services to employees in all countries in 2025. More new programs include: Restful YOU, Balanced Life Blueprint, Thrive Lite, Living on Purpose, and Quarterly Challenges.
• full-time, nonseasonal, U.S. residents
• actively at work for 1,250 hours over the past 12 months
• classified at GCA levels 2 and above
Contents
Introduction
Social
Governance Environmental
Indexes
Awards
TTEC 2024 Impact and Sustainability Report
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Humanity first
for cultivating a disability-inclusive culture within our organization. Nearly 200 took part, both virtually and in-person, in The Rainbow Table, a local Pride event. Employees walked from our sites to the venues of the Pride marches in metro Manila, Bacolod, Cebu, Dumaguete, and Iloilo. Our Spectrum group also hosted a Working Parents forum and on-site fair, which provided guidance on smart parenting.
Our Impact and Sustainability dashboard captures critical data points related to workforce demographics, inclusivity, philanthropy, and sustainability to ensure TTEC remains an Employer of Choice. The dashboard provides real-time visibility into employee demographics and experiences to aid leaders in decision-making and prioritizing initiatives, as well as providing visibility for our clients to help contribute to their ESG and social Impact initiatives. We updated our new hire onboarding process to engage employees, create culture ambassadors, and make it easier to find and participate in our ERG community. The council works with our communications team to share events, activities, and resources through company newsletters, town halls, and team meetings and externally through social media. Webinars are recorded and provided for professional development training credit through our TTEC Talent learning management system. All this fosters a welcoming environment where people feel respected and valued — and where they feel a genuine sense of belonging.
maximize performance, enable upward professional mobility, and increase employee engagement. Among TTEC’s Impact and Inclusion achievements in 2024: • Black Equity at Work: TTEC earned Silver Certification in Management Leadership for Tomorrow’s (MLT) Black Equity at Work Program , demonstrating the company’s measurable progress in advancing equity. The program analyzes performance across five key pillars: representation, compensation, workplace culture, business practices, and contributions and investments. With more than 40% of our U.S. workforce identifying as Black or of African descent, this achievement is a tangible representation of our commitment to transparency and is an important milestone establishing a framework of measurable social impact. TTEC is pursuing MLT Hispanic Equity at Work certification in 2025. • Best workplace for women: TTEC’s UK operations were designated Best Workplaces for Women by Great Place to Work. • Global inclusion: Fostering global inclusion at TTEC is a year-round commitment. We commemorate diverse occasions such as World Mental Health Day, Breast Cancer Awareness Month, International Transgender Day of Visibility, Women’s Equality Day, Neurodiversity Month, and much more. Global inclusion is promoted through our Inside TTEC 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 ERG group in the Philippines, celebrated International Women’s month with onsite activations and forum. The group also hosted disability sensitivity education within our workplace. Participants came away with essential knowledge and practical tools
TTEC brings a human touch to our services through our commitment to inclusion and a welcoming culture where everyone brings their authentic selves to work. Our global team of 50,000+ employees handles more than 3.5 million customer interactions daily across six continents, creating a rich tapestry of perspectives, backgrounds, and cultural insights. We regularly update the TTEC Board of Directors on our efforts to create a workplace where everyone thrives through annual reports, with additional updates whenever we reach significant milestones in our continuing quest to put humanity first. Impact & Inclusion Council In 2024, the Impact & Inclusion Council continued its efforts to support inclusion in each of our regions, notably expanding reach and participation in our Employee Resource Groups (ERGs) across geographies. The regional structure allows for the council to address the unique needs of each of our communities separately, while aligning to a global strategy under our core four areas of focus.
91% of global employees agree that “People here are treated fairly regardless of their sexual orientation” 90% 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” 87% of global employees agree that “People here are treated fairly regardless of their age”
The Impact & Inclusion Council chair, who holds a seat on the TTEC ESG Council, leads work in four focus areas:
• Strategy and infrastructure, covering sustainability, philanthropic impact, an expansive array of suppliers, and partnerships. • Awareness and education, to ensure resources are deployed appropriately to promote awareness that enables a culturally competent 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
TTEC 2024 Impact and Sustainability Report
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Contents
Introduction
Social
Governance Environmental
Indexes
Awards
Employee Resource Groups TTEC Employee Resource Groups (ERGs) are established and led by our employees, who are energized to welcome and uplift all voices to advance career development and overall well-being. Through peer mentorship and candid discussion, we build a culture of shared knowledge and mutual understanding. Our ERGs are educational, inspirational, engaging, and forward-thinking. The result: enlightenment that makes it easy to inject humanity into everything we do and to connect authentically with everyone we encounter.
Wisdom Warriors , the second new Employee Resource Group to get off the ground in 2024, is all about nurturing a workplace culture that better serves our employees over age 50. Appropriately enough, this fledgling group grew to 50 members in 2024. TTEC’s Wisdom Warriors hosted an Ageism Awareness Day webinar to promote age inclusivity and also participated in Customer Service Week, an international celebration of the importance of customer service and the people who assist customers every day.
TTEC MINDS provides support for neurodiverse employees, fostering a sense of belonging and inclusivity. In 2024, the group advocated for autistic individuals by working to remove an exclusion in medical benefits and ensuring healthcare policies are neurodiverse-friendly. Minds also helped establish five on-site Sensory Rooms, which are safe, controlled spaces in TTEC brick-and-mortar sites that help people feel calm and focused; seven more rooms are planned. Monthly, member-led interactive sessions explore tips, tricks, and challenges, while sharing stories and moments of celebration. Minds partnered with talent acquisition leaders to encourage inclusive hiring strategies.
Prism is dedicated to employees who identify as LGBTQIA+ and their allies. Our 120 members reached more than 7,000 employees in 2024 to share opportunities in education, career development, and networking via webinars, podcasts, and focus groups. Members participated in six Pride Parades around the globe; appeared on TTEC Talent Show; hosted an LGBTQIA+ Leadership Forum, Pride Glam Ball sessions, and Power in Pride Celebration — with events at 20 locations worldwide. Prism partnerships include The Center on Colfax , supporting mental health services, and ONE Community , a socially responsible Arizona coalition of businesses, faith leaders, and individuals. Champions of Color fosters a safe, welcoming, and collaborative environment for TTEC employees of Black, African American, and African descent. The group doubled in size in 2024, with 900 participants — including employees at our new South Africa site — taking part in 11 events. For Black History Month, the group hosted member Ivory Howard, who spoke on the “Power of Mentorship” at our TTEC Talent Show. Our Barbershop/Beauty Shop series brought together employees in South Africa and the U.S. to talk about their experiences in different geographiess. Other highlights included professional speed networking, a financial literacy seminar, and speakers covering the arts and tips to re-commit to personal goals. Champions of Color supported the partnership with Management Leadership for Tomorrow (MLT) that resulted in TTEC’s Silver Certification in (MLT) Black Equity at Work program in 2024.
TTEC Familia , one of our two new ERG additions launched in 2024, is designed to empower and celebrate our colleagues who are Latinos or Hispanics and allies supportive of our mission and vision. Our 137 members hosted Hispanic Heritage celebrations onsite in Republica, Mexico; Bogotá, Colombia; and McAllen, Texas, bringing together 1,200 participants. Virtual events included a salsa and samba dance class, a panel discussion focused on cultural roots and career journeys, karaoke (salsa, bachata, reggaetón, and rancheras), and a Grand Fiesta, with about 350 participants. Cafecito Time is an informal monthly gathering when members take a break, socialize, and share stories speaking Spanish, English, and Spanglish.
Persons with Disability (PWD) , with 94 members and 29 allies, seeks to ensure all employees attain a fulfilling career with full support from the Company by promoting inclusion and equal employment opportunities. Established in July 2023, this ERG was jumpstarted by our employees in the Philippines. Supported by executive sponsors and regional ambassadors from North America, EMEA, and India, PWD partners with government and NGOs. 2024 webinars covered deaf awareness, disability sensitivity training, deaf culture, and digital accessibility for people with visual impairments. Advocacy activities included Red Shirt Day and livestreaming at all TTEC sites the Deaflympics, a series of multi-sport events sanctioned by the International Olympic Committee, where deaf athletes compete at an elite level.
Women in Leadership (WIL) , which is certified by the ERG Leadership Alliance, elevates women through mentorship, educational programs, networking, and advocacy. Our Women in Tech Mentorship Program facilitated participation in Toastmasters in 2024, an opportunity to build confidence and communications skills. Employees learned how to recognize “imposter syndrome” and reframe the narrative to deflect negative self-talk. Attendance to programs in 2024 jumped 25% over 2023 and male allyship rose to 223. The Ahmedabad, India, WIL team organized a huge wellness walk; our Philippines WIL created a women’s month bazaar and hosted a C-Suite Forum for IT & Business Process Association (IBPAP) of the Philippines. International Women’s Day celebrations included donated hygiene kits to an organization that provides education and livelihood programs.
PWD donated 17 tablets to students with disabilities and 50 computers to National Council on Disability Affairs.
The best-performing companies understand that fostering a diverse workforce, where individuals can make meaningful contributions, is essential for driving innovation and excellence. It is through the rich tapestry of our global workforce that we find the strength to innovate and grow.” —Ebony Langston, Impact and Inclusion Council Chair
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