Contents
Introduction Social
Governance
Environmental
Indexes
Awards
TTEC 2024 Impact and Sustainability Report
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Client collaboration: Driving shared value
Partnering for sustainable progress We actively monitor ESG-related requests from our clients to better understand and align with their evolving sustainability priorities. In line with our longstanding commitment to “Do the Right Thing”, we continue to integrate ESG practices into various aspects of our services. TTEC works closely with clients to co-create sustainable practices and goals across both environmental and social dimensions. We engage with clients through workshops and strategy sessions to develop tailored solutions that support their own sustainability targets. Whether focusing on carbon reduction, ethical sourcing, or social impact, we collaborate to design effective, actionable strategies that benefit both the environment and communities we serve. Additionally, we disclose ESG-related data to leading platforms like CDP and EcoVadis, as well as adhere to global frameworks such as the TCFD (Task Force on Climate- related Financial Disclosures) showcasing our dedication to clear, verifiable reporting and alignment with global sustainability goals. Through these ongoing efforts, we ensure that sustainability remains top of mind, positioning TTEC as a trusted, resilient partner in the evolving landscape of ESG. Our goal is clear: Be a vested partner, one who is integral to our clients’ business success, growth, and profitability. Feedback is not just data for us — it’s a cornerstone of our commitment to continuous improvement and excellence in service delivery for each of our clients.
financial services, retail, automotive, travel & hospitality, technology, and healthcare verticals, to name a few.
• Meaningful, regular meet-ups: Our governance model includes proactive reviews of performance, discussions to uncover market trends, and an open door to our leadership. For each of our clients, we conduct daily, weekly, bi-weekly, monthly/quarterly, and annual reviews. This allows our teams to focus on the tactical and often rapid changes that occur on a daily and weekly basis, while also maintaining a focus on the long-term, strategic partnership goals in order to drive world-class CX. During these regular meetings, we solicit candid feedback from our clients, and we utilize this feedback in our closed- loop process to ensure consistent improvement. • Bi-annual NPS survey: To ensure that all communication gaps are covered, and we gather as much feedback as possible, our NPS survey is sent to clients on a bi- annual basis. This survey solicits client feedback on our performance, our offerings, and whether we are being thought leaders regarding our partnership. Gone are the days of simply being a “contact center provider” — ensuring we guide and support our partners with digital transformation and embracing future technologies is foundational to our joint success.
• Client Advisory Board (CAB): We listen and respond to our clients and their customers, while keeping a pulse on industry trends, by partnering with experts via our CAB. This platform was developed for clients to express their evolving needs, expose their future roadmap offerings, and for us to challenge ways in which we reimagine and evolve the customer experience. CAB was established in 1997 to enable ongoing dialogue with clients about current and future needs. Meetings occur twice per year in-person, with virtual meetings happening periodically throughout the year. The CAB includes various client leaders — from CEOs to Heads of CX — hailing from global companies within the
We welcome client feedback and see it as a critical resource for growth and improvement. Every piece of input is treated as invaluable because it allows us to refine our services, meet ever-changing needs, and ensure client satisfaction. By listening closely to our partners, we gain insights that help us innovate and enhance our offerings, ultimately fostering stronger, long-term relationships. We operate via a client-centric structure, guided by experienced leadership. The voice of our clients is key — we solicit, receive, and engage with feedback on a regular basis to ensure continual improvement and growth alongside our clients. Below are the ways in which we remain in open communication and lock-step with our partners:
Enriching our relationships with those who share our values can only happen when we listen. We listen fiercely, every day. It’s the only way to stay on top of shifting priorities and evolving perspectives of our valued stakeholders so we can align correctly and achieve our mutual objectives.” —Judi Hand , Chief Revenue Officer, Engage
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