TTEC Holdings, Inc..
TTEC.US | Activities of call centres
TTEC Holdings, Inc. is a global customer experience (CX) technology and services innovator for AI-powered CX solutions. The company designs, builds, and operates digitally enabled customer experiences on behalf of global brands. TTEC provides a comprehensive suite of services, including customer car...Show More
Better Health for All
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No evidence available to assess TTEC Holdings, Inc. on Better Health for All.
Fair Money & Economic Opportunity
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TTEC Holdings, Inc. is a customer experience technology and services innovator, not a financial institution that lends, insures, moves, or stores money for consumers. The company's core business lies outside consumer financial services. Therefore, the provided articles do not contain specific, concrete data points relevant to the quantitative thresholds of the KPIs in the 'Fair Money & Economic Opportunity' rubric, which are primarily designed for financial service providers.
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As a result, all KPIs must be omitted due to a lack of direct evidence.
Fair Pay & Worker Respect
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In 2022, TTEC reported a CEO to median employee pay ratio of 7 to 1, with the CEO's total compensation at $69,683 and the median employee's at $10,008.
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The company states that its employees in Spain are subject to collective bargaining agreements mandated under national labor laws, but no overall percentage of the workforce covered by such agreements is provided.
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As of December 31, 2004, approximately 81% of TTEC's over 32,000 employees held full-time positions, implying 19% were on non-permanent contracts.
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The company states it primarily offers full-time positions with a full range of employee benefits.
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However, a 2004 report indicated a 32% reduction in U.S.-based employee enrollment rates in the company’s health plan.
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Fair Trade & Ethical Sourcing
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No evidence available to assess TTEC Holdings, Inc. on Fair Trade & Ethical Sourcing.
Honest & Fair Business
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Insufficient evidence to determine a value score for TTEC Holdings, Inc. regarding Honest & Fair Business. No articles or relevant information found. A neutral score of 0 is assigned.
Materiality Analysis: Company Summary (75-100 words): TTEC Holdings, Inc. is a customer experience (CX) technology and services company operating through TTEC Digital and TTEC Engage segments. They offer CX technologies, consulting, and digitally enabled operational services across various industries including financial services, healthcare, and technology. Their services include customer care, acquisition, tech support, and AI operations. TTEC operates globally, with a presence in North America, Asia Pacific, Europe, and Latin America. The company's revenue is derived from both technology solutions and managed services related to customer experience.
Peer Comparison (50-75 words): Compared to peers in the CX and IT services industry, TTEC's performance on "Honest & Fair Business" is likely industry standard. Many firms in this sector face risks related to data privacy, security, and transparency in their AI and customer interaction technologies. Performance depends on the strength of their compliance programs and disclosure practices.
Materiality Assessment (1-2 clear sentences): TTEC's business model has a medium level of materiality in relation to "Honest & Fair Business" because their reliance on data and customer interactions creates inherent risks related to transparency, data security, and ethical AI implementation, but these risks are not as central as in industries like finance or pharmaceuticals.
Detailed Rationale (150-200 words): TTEC's operations involve handling sensitive customer data and deploying AI-driven solutions, which necessitates strong ethical practices and transparent disclosures. The company's reliance on data for customer care, acquisition, and AI operations means that data privacy, security, and algorithmic transparency are critical. Any lapses in these areas could lead to regulatory fines, reputational damage, and loss of client trust. Furthermore, the company's global presence exposes it to diverse regulatory environments and compliance requirements. While TTEC is not directly involved in producing physical goods, its service-oriented business model requires adherence to high ethical standards in its interactions with clients and customers. A lack of transparency or fair practices in its service delivery could significantly impact its reputation and financial performance. The company's disclosures regarding data handling practices, AI ethics, and compliance with regulations like GDPR are key indicators of its commitment to this value.
Value Interaction Notes (if applicable, 25-50 words): TTEC's pursuit of innovation (Innovation & Learning) could create tensions with "Honest & Fair Business" if new technologies are deployed without adequate consideration for ethical implications or transparency.
Scoring Boundary Flags (if applicable, 25-50 words): Scores in the highest tiers would be illogical without evidence of robust data privacy practices, transparent AI deployment, and a clean regulatory record. Scores below the middle tiers would be illogical if there is evidence of significant regulatory fines or ethical controversies.
Kind to Animals
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TTEC Holdings, Inc. is a global customer experience technology and services innovator. Its core business model does not involve products, animal testing, animal-derived ingredients, or animal agriculture.
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Evidence explicitly states "No Animal Exploitation" for TTEC.
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Therefore, all KPIs related to animal welfare, testing, and sourcing are not applicable to the company's operations.
No War, No Weapons
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No evidence available to assess TTEC Holdings, Inc. on No War, No Weapons.
Planet-Friendly Business
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TTEC reported total GHG emissions of 82,877.93 metric tons CO2e in 2024, which includes Scope 1, 2, and 3.
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The company aims to reduce absolute carbon emissions by at least 90% from a baseline year by 2030 or achieve a carbon intensity metric of <1 tonne CO2e per employee, stating these are "in line with science-based Net Zero targets."
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However, there is no evidence that these targets are SBTi-validated. TTEC has a Net Zero target year of 2045.
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The company targets switching to a 100% renewable energy tariff by 2024 to achieve zero market-based Scope 2 emissions, but the current percentage of operational energy sourced from renewables is not specified.
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TTEC has strengthened its transparency through the Task Force on Climate-related Financial Disclosures (TCFD) in 2024, including in-depth scenario analysis and cost estimation efforts.
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The company also updated its Climate Change and Environmental Responsibility Policy.
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Respect for Cultures & Communities
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The provided articles do not contain specific, concrete data points or metrics relevant to TTEC.US's performance on any of the KPIs for 'Respect for Cultures & Communities'. The articles primarily consist of job postings, career information, and announcements about job expansions, none of which provide quantitative evidence regarding formal partnerships with community groups, revenue reinvested locally, cultural appropriation incidents, cultural impact assessments, local employment ratios, grievance mechanisms, or any other specified metrics.
Safe & Smart Tech
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TTEC launched a Responsible AI Use Council in July 2023 to govern the ethical use of artificial intelligence.
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This council, comprising AI subject matter experts and representatives from various departments, reviews and approves all Generative AI tools and use cases, and tracks its governance activities.
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The company's Generative AI Use Policy, revised in July 2023, states that TTEC will regularly evaluate, validate, and audit Generative AI tools to identify and address potential biases and correct inaccurate information.
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TTEC requires employees to complete periodic mandatory training on cybersecurity threats.
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The company's Information Security Risk Management Policy, last revised in October 2023, outlines annual enterprise and information system risk assessments, or more frequently with significant changes, using quantitative, qualitative, or combined approaches.
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Critical vulnerabilities are patched within 21-30 days on average. TTEC complies with the EU-U.S. Data Privacy Framework, the UK Extension, and the Swiss-U.S. Data Privacy Framework, and supports compliance with HIPAA, HITRUST, PCI-DSS, SOX, SOC 1, SOC 2, ISO 27001, FISMA, and FedRAMP.
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Zero Waste & Sustainable Products
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No evidence available to assess TTEC Holdings, Inc. on Zero Waste & Sustainable Products.