Contents
Introduction
Social
Governance Environmental
Indexes
Awards
TTEC 2024 Impact and Sustainability Report
19
Impact Strategy
Meaningful metrics for a greater good The value of measurement is to de-risk and optimize decision-making and strategy. TTEC has built an internal dashboard to measure impact across geographies in a standardized fashion. The dashboard captures data-driven insights that show how effectively we build skill sets, employee retention, and client scorecards. By tracking these KPIs, TTEC defines — and continually refines — robust Impact metrics that can then be shared with clients, who can adopt them for their own Impact and ESG initiatives.
“When you make something inclusive and do it transparently, people begin to trust you, to trust that you are there to give and not to take,” said Stuart Williams, pioneer of Impact Economics and adviser to TTEC’s Impact Strategy Practice. With trust established, stakeholders such as entrepreneurs, Impact investors, and NGOs can begin collaborating more effectively at a higher level.
Click to learn about the seven pillars of TTEC’s Impact Strategy
“When you get an entire community rowing in the same direction,” Williams added, “remarkable things happen.”
Impact Economics is the framework within which TTEC executes on seven pillars of Impact Strategy. The pillars align to the United Nations Sustainability Development Goals (UNSDGs). Because each community is unique in terms of strengths, priorities, goals, local partners, and governing leaders, it’s important to focus on the pillars that hold greatest potential. While it is rare all seven pillars are applicable in a given location, TTEC successfully executed on all seven pillars in two countries during 2024:
TTEC’s Impact Strategy Practice made great strides in 2024. Among the milestones:
TTEC’s Impact Innovation Lab Objectives
Impact strategy at TTEC is a truly differentiated approach that aims to make more meaningful impacts, with lasting outcomes, in the communities where customers and employees live. TTEC’s Impact Strategy is not a marketing tactic. It is a philosophy that centers on the positive 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.
• TTEC executed on all seven pillars supporting our holistic Impact Strategy to fuel economic vibrancy in underserved communities in Cape Town, South Africa, and Kigali, Rwanda. • TTEC marked the one-year anniversary of its Mumbai, India, Customer Experience Center, and its Digital Innovation Studio in Hyderabad, India.
Create AI-enabled BPO solutions for leading global brands
Co-create innovative, technology-driven solutions with clients and partners
• Cape Town, South Africa
• Kigali, Rwanda
• TTEC opened its Wink Studio in Bogotá, Colombia, a next- level, global marketing operation of creative professionals.
It’s how we do business.
Test and learn in a live setting to refine differentiated solutions
Impact Economics, aka ‘inclusive capitalism’ Addressing social and economic inequalities demands more than just alleviating symptoms—it requires eliminating root causes and fostering lasting change. This is the essence of Impact Economics, envisioning a collaborative environment to sow the seeds for economic vibrancy. Rather than imposing solutions on communities, we empower individuals by facilitating the flow of capital they need to drive their own initiatives to achieve their goals. TTEC’s Impact initiatives in 2024 were driven by inclusivity, enhancing access not only to financial capital but also to educational, cultural, and societal resources.
Also in 2024, TTEC began to establish Impact Innovation Labs in the United States, Cairo, Rwanda, and Stellenbosch, South Africa. Impact Economics methodology and metrics are based on a robust set of globally recognized and location-specific measures of meaningful impact to illustrate the breadth and depth of TTEC’s initiatives.
• TTEC opened its 10,000-square-foot customer experience center in Kuala Lumpur, Malaysia, whose employees are fluent in English, Mandarin, Japanese, Korean, Vietnamese, and other Asian languages
Leverage our world-leading Impact practice to drive both technology innovation and social impact
Stimulate high-value job creation through an innovative technology-enabled offering
Not content to expand to new locations, TTEC invests in people, building careers, and making a real difference. We are intentional about making a positive impact on the communities we support and the customers they serve.” —Simon Dillsworth, Senior Vice President, Engage
Made with FlippingBook Online newsletter maker