TTEC 2024 Impact and Sustainability Report
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Contents
Introduction Social
Governance
Environmental
Indexes
Awards
Resiliency management
The team creates tailored response strategies for specific climate threats, focusing on communication protocols, resource allocation, and procedures to protect facilities and employees. Regular testing and updates keep these plans effective. Employees receive thorough emergency response training, and reliable communication channels keep everyone informed during emergencies. TTEC ensures service continuity by leveraging a comprehensive suite of climate resilience tools and best practices to anticipate and mitigate the impacts of climate change. Key focus areas include infrastructure resilience and emergency preparedness, integrated into an overarching climate management framework. This initiative involves collaboration across the organization, with leadership from facilities, legal, technology, people and culture, and operations, overseen by the Nominating and Governance Committee of the Board of Directors. The business continuity planning (BCP) framework addresses specific information security requirements, temporary operational procedures, and individual responsibilities. IT aspects of BCP involve identifying events that can interrupt critical business processes, conducting risk assessments to determine the probability and impact of such interruptions, developing a BCP strategy, and creating an implementation plan with management endorsement. Collaboration with clients is also crucial in managing climate risks and maintaining service continuity. By working together on shared risk assessments, TTEC and its clients identify mutual vulnerabilities and craft strategies that strengthen resilience on both sides, such as geographic diversification. Joint contingency planning allows both TTEC and its clients to adapt smoothly to disruptions, promoting continuous operations even in the face of climate-related challenges.
Self-reliance and tenacity thrive at TTEC. Our resiliency management strategy is marshaled by the crisis management, disaster recovery (service continuity), and business continuity teams. Our resiliency management team is part of our Security, Resiliency and Governance organization. In conjunction with the Global Security Office (GSO) teams, our mission is to enable and promote our business while mitigating risk to company assets through people, information, collaboration, policy, process, awareness, and technology.
Security, Resilience and Governance (SRG)
Global Security Office (GSO)
Resiliency
Security Operations
Policy and Anti-Fraud
Crisis Management
Business Continuity
TSO Vulnerability Management
Architecture
Disaster Recovery
Continuous Response
Assurance
Three principles guide how we operate:
Client Governance
Tools
1 Put people first: Our top priority is people’s safety and well-being; act with care and compassion.
2 Establish trust: Honesty, integrity, and ethical principles guide actions and decisions; actively communicate and collaborate with internal and external stakeholders before, during, and after a crisis. 3 Provide leadership: Integrate within and among teams before, during, and after a crisis; anticipate and address stakeholder needs; integrate with, and build upon, existing capabilities and processes across the organization to include risk- and resilience-focused programs. Climate Risk Management and Resilience TTEC is dedicated to addressing the impacts of climate events on our workforce, infrastructure, and clients. Our contingency management team monitors weather patterns and assesses risks globally, ensuring the safety and well-being of employees. They develop and implement contingency plans, enhance employee preparedness, foster client collaboration, and identify opportunities to strengthen resilience.
How it all fits — working with teams across the Company
Resiliency Management
Crisis management, business continuity, and disaster recovery are important. By simplifying and standardizing our resiliency program, we prioritize critical business processes, establish and follow consistent recovery efforts, support compliance with regulatory and contractual requirements, and minimize the financial impacts of a crisis.
Global Technology Operations
Facilities
Working together
Business Segments
Operations
Clients
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