Contents
Introduction Social
Governance
Environmental
Indexes
Awards
TTEC 2024 Impact and Sustainability Report
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Ethics and compliance Our Ethics Code, How TTEC Does Business , is the ethical compass for our employees and suppliers in everything we do. It directs how we:
Annual legal and regulatory review The TTEC legal department conducts a legal and regulatory review throughout the year. At the start of each year, the general counsel reviews the previous year’s list of material laws and regulations relevant to TTEC’s global operations. This review focuses on laws and regulations that could significantly impact TTEC, its business, or its clients. After the review, the list is circulated to senior legal team members worldwide for further review and validation. After the annual review, TTEC’s legal subject matter experts update the list with new laws and regulations as they are adopted. They stay informed through three main methods: subscribing to legal information aggregators like Law360 or Lexology, receiving alerts and bulletins from major law firms, and following regulatory pages of key regulators. The list is updated monthly during legal department leadership meetings based on member input. Finally, at the end of the year, the legal department conducts a comprehensive sweep of any new laws adopted by relevant legislation that may come into effect on the first day of the following year. Ensuring compliance with evolving climate regulations To address the growing complexity of climate regulations, our organization has developed a robust response strategy designed to reduce legal liability and ensure compliance with evolving standards. Recognizing the regulatory and financial risks associated with non-compliance, we are proactively strengthening our ESG compliance program to meet the requirements of emerging climate disclosure regulations.
In 2024, TTEC increased its investment in data analytics associated with the WHY helpline and implemented a more precise subcategorization process to track misconduct allegations in greater detail. Various ethical standards topics, from privacy and fraud to the WHY helpline and background checks, are audited every one to three years based on input from the business. In 2024, we addressed 2,341 questions and concerns through our WHY helpline, including 520 allegations about violations of our Ethics Code or policies. Our investigations determined that approximately 29% of concerns brought to our attention required action. On average, in 2024, it took us 16 days to investigate an ethics concern and take corrective actions as appropriate. Ethics and compliance training We require our new employees to complete our ethics, information security, and privacy training within 30 days of joining the Company. Employees must attest that they reviewed our Ethics Code and understand the company’s expectations about ethical conduct. It’s a condition of employment at TTEC. Managers are held accountable for the completion of this training by their direct reports. Tenured employees are assigned annual tailored compliance training that includes, depending on the role, conflict of interest, anti-corruption, workplace harassment, phishing/smishing, HIPAA, wage and hourly pay practices, 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 100% in 2024 while contact center associates achieved a 99% completion rate.
To support compliance efforts, we have invested in Nasdaq Metrio, a platform specifically designed for ESG data management and reporting. This investment enables us to stay current with all relevant regulations and frameworks. The platform also streamlines data collection, automates updates, and provides consistent access to the latest regulatory requirements, helping us maintain accuracy and alignment across our ESG disclosures. Political contributions and lobbying TTEC is committed to being a responsible corporate citizen everywhere the Company does business. TTEC encourages employees to take an active interest in public service and good government in the communities where they live and work. Equally important, it is the policy of TTEC that while political discourse is not prohibited in the workplace, it’s not encouraged. The Company supports employees’ right to be free of politicizing by others. The use of TTEC’s funds, assets, premises, and resources in connection with political activities can only be made in accordance with the appliable laws, rules, and regulations that apply to political activities in jurisdictions where we operate. Such usage must also comply with TTEC’s global Political Activity policy. All lobbying activities in the name of the Company or on TTEC’s behalf, including participation in any trade groups or associations, must be aligned with TTEC’s business strategy and interests. Written approval for such activities must be obtained in advance from TTEC’s head of marketing, the head of the business segment funding the participation, and TTEC’s general counsel and chief legal officer. TTEC’s Political Activity policy prohibits any supervisor, manager, or officer of the Company from directing employees to make contributions, speak on behalf of, or support political causes of any kind.
• Collaborate with our business partners
• Compete fairly in the marketplace
• Support our local communities
• Hold ourselves accountable to high standards
Most importantly, our Ethics Code declares what we expect from each other as we deliver the highest quality of service and innovation to our clients and value to our shareholders. TTEC’s Ethics Code outlines our clear expectations on how AI can be used in our business and in our client offerings. TTEC’s Ethics Code is communicated and reinforced through regular employee training and communications, tailored to audience demographics and organizational trends. TTEC suppliers receive and acknowledge our Supplier Code of Conduct during the third-party onboarding process. Suppliers are required to attest to the standards represented to move forward with TTEC. TTEC provides a confidential, 24-hour helpline managed by a third party. The helpline, “We Hear You,” or WHY, enables us to monitor and report a wide range of concerns, including AI-related activity. We Hear You is available to our employees and suppliers, globally, in most languages spoken by our 54,000+ 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, telephonically, or via an app, and users can choose to engage anonymously. Every report is investigated by a member of our ethics or people and culture compliance teams.
Strong ethics and compliance practices are the foundation of trust. Upholding the highest standards allows us to operate with confidence and credibility in an evolving regulatory landscape.” —Shannon Brennan, Chief Regulatory Counsel
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