TELEPERFORMANCE.
RCF.XETRA | Activities of call centres
Teleperformance SE is a global provider of outsourced omnichannel customer experience management. The company offers a wide array of services, including customer care, technical support, customer acquisition, consulting, analytics, and other specialized services. Teleperformance serves various indus...Show More
Better Health for All
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Teleperformance's core business of outsourced customer experience management is generally health-neutral. However, the company offers specific healthcare support services like helplines, contact tracing, health center call management, and interpreting services in hospitals.
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It also provides comprehensive employee well-being services, including mental health support and preventive care programs.
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Through its 'Citizen of the World' program, Teleperformance has made over €70 million in cash and in-kind donations since 2006, with €8 million in 2024.
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Since the partnership with UNICEF began in 2022, Teleperformance's support has reached over 455,000 people.
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In 2023, the program reached nearly 225,000 vulnerable people, including 46,000 affected by conflict in Sudan and 16,000 by earthquakes in Türkiye and Syria, providing nutrition, vaccinations, water sanitation, and medical supplies.
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The company's data security framework is aligned with ISO 27001 and ISO 27701, and it is compliant with HIPAA and GDPR, with a privacy policy stating it will not share or sell personal information.
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Teleperformance also offers extensive mental health support for its employees, including 24/7 access to licensed specialists and resilience training for managers.
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Fair Money & Economic Opportunity
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No evidence available to assess TELEPERFORMANCE on Fair Money & Economic Opportunity.
Fair Pay & Worker Respect
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As of 2021, 26% of employees were covered by collective bargaining agreements.
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The recorded workplace accident frequency rate (TRIR) was 0.32 in 2024.
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The average gender pay gap across all positions was between 3% and 4% in favor of men in 2024.
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The employee satisfaction rate in Great Place To Work® surveys was 78% in 2024.
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The average annual staff turnover rate for agent positions was 87% in 2022.
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In the past three years, the company faced a government inquiry by the Colombian Ministry of Labour in November 2022,
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a class action lawsuit alleging widespread occupational trauma and union-busting tactics,
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and an OECD National Contact Point complaint regarding workers' rights during COVID-19.
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Approximately 20% of the workforce are Impact Workers, defined as people in vulnerable situations.
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In 2024, 100% of group employees had access to health insurance.
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Fair Trade & Ethical Sourcing
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Teleperformance reported zero substantiated forced or child labor incidents in the last three years.
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Teleperformance states that proactive risk assessments are ongoing, including due diligence on materials from high-risk regions.
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The company includes a special clause in 100% of new supplier contracts referring to its Supplier Code of Conduct,
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and 100% of at-risk vendors underwent a due diligence process in 2022, 2023, and 2024.
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Teleperformance identifies IT products as a purchasing category with conflict mineral risks
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and requires suppliers to comply with conflict minerals laws.
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However, no specific share of spend on high-risk materials is provided. The company's Supplier Diversity Policy, updated in July 2025,
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defines diverse suppliers
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but no percentage of procurement budget directed to these suppliers is available.
Honest & Fair Business
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Teleperformance has a formal whistleblower protection policy, including a Global Ethics Hotline deployed in 100% of Group countries.
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The policy prohibits retaliation for good-faith reporting and outlines an investigation process with a 7-day acknowledgment and a 90-day investigation timeframe.
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The company's board of directors has 67% independent directors as of 2024.
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Teleperformance also maintains a global anti-corruption policy with zero tolerance for corruption, bribery, and extortion, referencing compliance with laws such as the FCPA, UK Bribery Act, and Sapin II.
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This policy includes detailed guidance on gifts, travel, hospitality, political activities, and conflicts of interest.
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The median time to close ethics complaints is 90 days, as per the global ethics hotline policy.
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Kind to Animals
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No evidence available to assess TELEPERFORMANCE on Kind to Animals.
No War, No Weapons
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The company allocated €8 million in donations to NGOs in 2024, including support for victims of the war in Ukraine and UNICEF programs for education and disaster relief.
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This represents approximately 0.0778% of its €10.280 billion 2024 revenue, which falls under <0.5% of revenue in unfocused grants.
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The Board of Directors' CSR Committee and the Audit, Risk and Compliance Committee receive regular reports and presentations on the Vigilance Plan and ethical matters.
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Human rights risks and practices are regularly reviewed and assessed by the CSR department, and annual human rights assessments are carried out at each facility.
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The company is a signatory of the UN Global Compact since 2011, and its grievance mechanisms have been assessed by an external expert, CSR Europe, against the UN Guiding Principles on Business and Human Rights (UNGPs) effectiveness criteria.
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Suppliers are assessed based on risk, with detailed risk assessments for medium to very high-risk suppliers, and enhanced due diligence may lead to termination.
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However, the company does not provide a percentage of its supply chain certified free from conflict minerals, only stating that suppliers shall comply with conflict minerals laws.
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Compliance with ethical red lines is evidenced by 95% of employees trained on the Code of Conduct and a 96% average score on Human Rights Assessment in 2023.
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Planet-Friendly Business
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Teleperformance's total Scope 1, 2, and 3 emissions were 602,799 tCO2e in 2024, with full Scope 1-3 published annually.
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The company's carbon reduction targets for all three scopes have been validated by the Science Based Targets initiative (SBTi) to align with a 1.5°C pathway, with new targets for 2030.
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They aim to reduce absolute Scope 1 and 2 GHG emissions by 56.7% and Scope 3 emissions by 27.5% by 2030 from a 2019 baseline.
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In 2024, 46.8% of total electricity consumption was sourced from renewable energy, with a target to reach 50% by 2026 and 80% by 2030.
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The company recycled 64,166 computers and telephones in 2024, and processed over 30 tons of plastic waste for recycling or transformation.
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Only 21% of strategic suppliers (top 100) had SBTi environmental targets in 2023.
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Teleperformance has a global partnership with One Tree Planted, resulting in over 525,000 trees planted, and has restored 400 hectares of land in Aurora province.
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The company is a signatory to The Climate Pledge, committing to achieve carbon neutrality by 2040.
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Teleperformance applies the recommendations of the Task Force on Climate-related Financial Disclosures (TCFD) in its environmental reporting.
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The company applies green building standards when possible and 15 TP India sites obtained ISO 14001 certification in 2024.
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Respect for Cultures & Communities
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No specific, concrete data points were found in the provided articles to assess Teleperformance against any of the KPIs for 'Respect for Cultures & Communities'. The articles discuss general social responsibility, diversity and inclusion within the workplace, and ethical conduct, but do not provide quantitative evidence related to formal partnerships with indigenous groups, revenue reinvested in local communities, cultural appropriation incidents, cultural impact assessment protocols, local employment ratios, community grievance mechanisms, cultural preservation investments, or other specific metrics outlined in the rubric.
Safe & Smart Tech
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Teleperformance reported a minor data breach in December 2022, affecting 2,631 individuals in Texas, with prompt disclosure.
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The company has a Global AI Ethics Committee, a Global AI Policy establishing principles like fairness and non-discrimination, and an AI & Data Innovation Group as an oversight body.
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AI systems are monitored throughout their lifecycle for bias, and regular audits of AI models for fairness and non-discrimination are conducted, with a redressal mechanism for concerns.
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Transparency and explainability in AI solutions are emphasized, and client data is not used to train AI systems without prior authorization.
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Teleperformance has achieved global certification to ISO 27001 and ISO 27701 for its Privacy Information Management System (PIMS) across all eligible facilities, along with PCI DSS, HIPAA/HITRUST, NIST Cybersecurity Framework, and Binding Corporate Rules (BCR) status.
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The company trains 93% of its employees on data security, privacy, and data protection policies, and 500,000 employees have completed extensive cybersecurity training, including monthly phishing email simulations.
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Multifactor authentication is enforced for remote access, and FIDO2-compliant tokens are required for elevated privileges.
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Vulnerability scanning and assessment are performed at least quarterly, with annual penetration testing on all in-scope internal and external devices and applications.
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The company supports white hat hackers through a reputed organization.
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Security and privacy by design and default principles are integrated into AI system development, and a Global Data Retention Policy ensures data is retained only as necessary.
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Teleperformance maintains a strong compliance program, aligning with GDPR, CCPA, and other international data privacy regulations.
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Zero Waste & Sustainable Products
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The company has implemented numerous waste reduction initiatives, including participation in World Cleanup Day, awareness activities for employees on food waste, separate plastic collection, digitalization of archives, and promoting the use of electronic invoices.
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It also encourages refurbishing, recycling, and donation of IT equipment.
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Teleperformance manages hazardous waste by recycling 64,166 pieces of IT equipment by certified entities in 2024 and has guidelines for e-waste management and responsible disposal.
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Environmental data and KPIs are collected monthly and reported three times per year at the site level.
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However, no facilities are mentioned as having zero waste certification.
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The company has not reported any waste disposal violations in the past three years.
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Teleperformance aims for zero waste in its global operations by 2025 and has company-wide waste reduction targets based on SBTi.
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It also has comprehensive waste program requirements for all direct suppliers, engaging them through training, awareness campaigns, and integrating environmental considerations into contractual conditions.
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