Social Responsibility

2014
Corporate
Social
Responsibility
Report
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2014 Corporate Social Responsibility Report
Children celebrating in the new Citizen of the World Village built and sponsored by Teleperformance volunteers.
We help and support the communities in which we are present and also provide disaster relief
aid around the world in time of emergency. Our teams come together to aid those in need in our
communities through our “Citizen of the World” (COTW) charitable activities.
We assume our responsibility of protecting nature and lessening our impact on the environment
with our “Citizen of the Planet” (COTP) actions which are focused on carbon footprint reductions.
In 2014, Teleperformance raised more than $4 million in cash and in-kind donations, far exceeding
its Clinton Global Initiative* (CGI) annual commitment of $1M (USD). Since 2006, Teleperformance
has raised nearly $18.5 million dollars in cash and in-kind donations and has exceeded its CGI
commitment every year of participation.
Also in 2014, Teleperformance people volunteered over 45,000 hours of time for charitable and
environmental causes all over the world. This 2014 Corporate Social Responsibility Report Summary
shows just a few examples of our efforts.
We invite our friends and families to join us in our efforts. So as our Teleperformance family
grows, our positive social impact grows as well. Our objective is to strengthen bonds and deepen
commitments to each other and to the communities where we live and work.
Thanks to each and every Teleperformance teammate around the world. You can and do make a
positive difference in people’s lives and in making the world a better place to live!
*The Clinton Global Initiative (CGI) is a non-political global summit of selected government and business leaders to address the world’s biggest issues.
4 United Nations Global Compact
10Teleperformance/Microsoft
5 2014 Citizen of the World Results
6 Best Place to Work Global
11 Citizen of the World
and policies
Contents
Recipients
7 2013-2014 CSR Awards and
Certifications
8 Citizen of the World Village
9 2014 Blood Drive
Computer Technology Centers
Country Highlights
15Teleperformance/Feed the
Children Partnership
16Citizen of the Planet 2014 Results
17 Citizen of the Planet
Country Highlights
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Teleperformance continues
to support the United Nations
Global Compact
Current Global Policies
• Teleperformance Code of Ethics
• Teleperformance Environmental Policy
• Teleperformance Anti-Corruption Policy
• Teleperformance Equal Opportunity Policy
• Teleperformance Data Privacy Policy
In 2011, Teleperformance Group officially signed the United Nations Global
Compact and since then it reports to the UN on its progress every year. In
2012, the Teleperformance Global Corporate Social Responsibility Committee, a
governing council that oversees implementation and adherence to the Global
Compact, was instituted.
Anti-Corruption
Environment
In 2014, the CSR Committee concentrated on developing new, strong policies to
ensure that the group not only protects the privacy, health and safety of our
employees and clients, but also that suppliers respect the environment, honor
all international human rights and labor laws and are actively engaged in the
fight against corruption.
Teleperformance believes that the principles comprising the UN Global Compact
are not only in complete harmony with its five corporate values of integrity,
respect, professionalism, innovation and commitment, but serve as a literal
extension of its credo. Teleperformance commits to apply these principles
in the way it operates to ensure honesty, fairness, equality, sustainability,
transparency and basic human decency. Teleperformance believes that
adhering to these universal principles can enrich individual lives, its business
and the world.
2014 Corporate Social Responsibility Report
Labor
Human Rights
Pg. 4
2014 Teleperformance Social Responsibility
$4,097,522
2
total donations that went towards feeding,
clothing, and bringing joy to the needy.
*All values in U.S. Dollars / COTW 2014 fiscal
year is November 1, 2013 – October 31, 2014
$2,461,426
donated in in-kind
items such as clothing, school supplies,
and other needed items.
$
$979,805
in cash donations
donations by
by the
the
Teleperformance
family.
Telepeformance family.
31,269
underprivileged infants and
children received toys during
the Holiday Season.
45,048
3
total employee donated
volunteer hours.
$656,291
2,207
service value for
volunteer hours donated during
Teleperformance working hours.
computers donated to poor schools.
²Total donations include cash + In-kind + services
³ Based on the Independent Sector’s estimate of the
average value of a volunteer hour
Impact Report Program to Date
$18,566,952 USD
in total donations* to help underprivileged
people or victims of natural disasters.
11,610
computers donated to
impoverished schools
which benefits 40,635
children.
346,649
infants & children were fed through
several monthly feeding programs.
250,601
infants & children benefited from
in-kind items such as clothing,
school supplies, and other needed items.
222,499
employee donated
volunteer hours.
340,335
needy infants & children received toys
during the Holiday Season.
Includes total donations from November
1, 2006 –October
2014 *Total donations
2014 Corporate
Social31,
Responsibility
Report include cash + In-kind + services
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Teleperformance Best Employer Recipients
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2014
Philippine Economic
Zone Authority (PEZA)
Outstanding Community
Project of the Year Award.
2014
2014 Transparency Grand Prize
Teleperformance was awarded the 2014 Transparency Award
for the second consecutive year for its Communication to
Shareholders in the Consumer Services category.
2014
Teleperformance
Philippines CSR efforts
with the Citizen of the
World Village were
recognized for the second
consecutive year by the
Philippine Economic Zone
Authority (PEZA). For more
information on the COTW
Village, see page 8.
2014
Teleperformance Turkey
received the “Respect for
Humans” Award.
LATIN AMERICAN
CONTACT CENTER OUTSOURCING
GREEN EXCELLENCE AWARD
2014
Frost & Sullivan Green Excellence Award
Frost Sullivan recognizes Teleperformance for the second time
in three years (2012 & 2014) for outstanding sustainability
programs & practices. Teleperformance is the only company
in the Contact Center Outsourcing industry to receive this
prestigious award.
2013
Teleperformance wins major
award for EMEA Corporate
Social Responsibility.
2014 Corporate Social Responsibility Report
2014
Teleperformance UK
received the Award
for Corporate Social
Responsibility by the
National Outsourcing
Association.
2013
Teleperformance Portugal
was distinguished by
IFE with the Social
Responsibility award.
2014
Teleperformance India
received the Contact
Center World Gold award
for Best Community Spirit.
Awards &
Certifications
(2013-2014)
FOR OUR CORPORATE SOCIAL
RESPONSIBILITY EFFORTS
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Mission
Accomplished
In April of 2013, Teleperformance Philippines was
Teleperformance and the community. Along with the
recognized by the Philippine Economic Zone Authority
homes, the village includes a day-care center, multi-
with the Outstanding Community Project of the Year
purpose hall, fully furnished computer learning center,
Award for their efforts with the COTW Village. For
a library, and a children’s playground. A basketball
the last 4 years, Teleperformance Philippines has
court, water tower, and other general improvements
been actively involved in building and managing a
are currently in the works.
small community initially for families left homeless
Volunteers continue to support the community, by
from the ravages of Typhoon Ondoy in 2009. In 2014
Teleperformance successfully fulfilled its commitment
of building 100 homes for families in Tanay, Rizal.
Volunteers worked hand-in-hand with families to
paint the homes and build furniture. The village now
stands as testament to the generosity and service by
2014 Corporate Social Responsibility Report
holding skills & development training for its residents,
as well as health and nutrition projects and tree
planting activities. Because of Teleperformance
Philippines more than 500 men, women, and children
have a safe, comfortable place to call home.
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2014
Global Blood Drive
Teleperformance centers held blood drives all over the globe. Worldwide, Teleperformance
employees donated over 1,300 liters of blood, helping to save nearly 9,000 lives.
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Teleperformance
Computer Technology Centers
Teleperformance has collaborated with Microsoft to offer classes on basic computer skills, completely free of charge to students.
Working with local NGOs, Teleperformance provides the trainers and space to hold these classes and gives these students a
foundational education on Microsoft Office. Currently, these Computer Technology Centers are operational in India, South Africa
and Turkey.
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Sweet Season: TP Mexico bakes benevolence for local children.
Holiday Sweets is a (delicious) campaign that has
become one of Teleperformance Mexico’s annual
traditions, held every December. Employees whip
up sweet treats and offer them for sale at our
cafeterias, with all net proceeds from the bake
sale going to non-profit organizations.
Speaking from the heart.
Teleperformance China visits speech rehabilitation center
Volunteers from Teleperformance China visited the Beijing
This year, Michou y Mau I.A.P., an organization
committed to
reducing the
Tian Yun hearing and speech rehabilitation organization
number of firerelated accidents,
was chosen to
benefit from the
fundraiser.
new furniture, or playing and teaching the children to read,
which focuses on the rehabilitation training for deaf children.
Whether it was sharing fruit and biscuits or giving toys and
Holiday Sweets raised
cash donations for
Michou y Mau
draw, or clean, volunteers help to brighten the students’ time
and the center.
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India
Teleperformance India hosted 75 local children at one of their centers and treated them to treats, games, movies and gifts. Teleperformance employees volunteered
their time and money, and personally shopped for gifts and goodies to give the children an afternoon they will cherish for years to come.
Canada
Teleperformance Canada & AllianceOne joined together to raise awareness for heart disease and stroke awareness. Taking to a 30-seat bicycle and cruising the streets of
downtown Toronto, volunteers rang bells and shouted, “Pedaling for heart and stroke!” The subsidiaries also made financial contributions to the Canadian Heart & Stroke
Foundation.
Albania
Nearly 1400 employees from Teleperformance Albania donated food and money to the “Food for Love” campaign held in December. Donations went to local needy families,
mostly in rural areas of the country, who continuously struggle for life’s basic necessities. Because of Teleperformance Albania’s efforts, 137 families were helped.
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Tunisia
Teleperformance Tunisia supports a number of local charities focused on providing for needy children and families. In partnership with one of these charities,
Teleperformance Tunisia raised funds and collected more than 400 pounds of books, pens and backpacks for 66 students of a local school were donated. Tunisia
also directly sponsors two local families in need.
Costa Rica
Teleperformance Costa Rica held its annual reading event, “Book Harvest” which promotes the adage, “Children that Read, Children that Shine.” Working with the RobinGood
and RecreARTE foundations, Teleperformance employees donated, collected, and distributed 500 children’s books to Pozos de Santa Ana and Alajuelita schools.
El Salvador
Teleperformance El Salvador donated 53 computers to Tin Marin Children’s Museum to support the education of local, low-income children and families.
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Netherlands
Teleperformance Netherlands joined the largest volunteering campaign in the Netherlands, NLDoet. Employees from training and development helped renovate the
playground Bertha Muller School in Utrecht, a school providing special education resources to the deaf, speech impaired and to children with autism.
Portugal
120 employees from Teleperformance Portugal gathered with others in the community in the warehouses of Banco Alimentar to collect and distribute food to impoverished
families across the country. In total, Teleperformance employees help to collect and distribute more than 2300 tons of food for needy families across the country.
Czech Republic
During a special TV telethon hosted by the organization, “Help with humour“ celebrities performed while viewers called in to donated money to the charity.
Teleperformance Czech Republic volunteers gladly took calls for the telethon in support of the worthwhile cause. Over 300 volunteer hours was donated to this campaign.
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&
Since 2006, Teleperformance employees
have played a vital role in improving the
lives of thousands of children and families
in the United States and around the world.
Through our partnership with Feed the
Children, Teleperformance’s Citizen of the
World team provides immediate relief for
families in poverty and those affected by
natural disasters.
2014 Domestic Support & Collaborations
Teleperformance USA employees distributed 18 truckloads
of food, essentials and other services to 7,200 families
in 17 cities across the country.
Employees participated in Backpack Builds with school
supplies and hygiene items, benefiting over 6,250
students in need across the country.
Teleperformance Global Crisis Fund provided support for
Ebola through community education for 11 villages /
13,169 people in Nimba County, Liberia.
Teleperformance Global Crisis Fund provided immediate relief
to the Philippines in the aftermath of Typhoon Haiyan
and the devastating earthquake in 2013.
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In 2014, our total measured carbon emissions
were 110,670 tons with a carbon footprint per
employees (CFE) of 0.77 tons. A 2.6% decrease
in our CFE (2014 vs. 2013)
2014 Carbon Footprint in Metric Tons
% of Total Carbon Footprint per source
Electricity
90,992
“It’s our commitment
to minimize negative
environmental impacts by
acting in a sustainable
manner to ensure future
generations have the
ability to meet their own
needs. Citizen of the Planet
(COTP) is a global corporate
initiative aimed at ensuring
Teleperformance operates in
an environmentally friendly
and responsible manner.”
82%
Paper
9,715
9%
Air Travel
9,963
9%
Carbon Footprint
per Employee
0.77 tons
Observations:
Electricity is the total annual consumption in kWh of all Teleperformance call centers worldwide.
Paper includes both "bond" paper and toilet paper.
Air Travel: we are using a standard calculated based on a web tool designed for this purpose.
Indirect electricity consumption emissions are calculated with the “emission factor” for each country. On paper we are using an
estimate of 6.73 tons of CO2 per each ton of paper consumed.
TLS Contact facilities are in the "emissions base lining phase" and not included in totals
Germany (June – Dec) data are estimated
Argentina, Canada, Chile, Denmark, Finland, Norway, Poland, Spain, Sweden and Switzerland did not report water consumption
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For the
greener good.
recent center certifications
Teleperformance Germany
ISO 19001:2008 | ISO 14001:2009
BS OHSAS 18001:2007
Teleperformance UK
ISO 14001 Certification:2004
Teleperformance China
1 LEED Certified Center
Teleperformance Colombia
4 LEED Certified Centers
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Teleperformance Mexico
Taking care of Baby Trees, Taking care of a Mountain.
Seventy employees in Monterrey, along with their families and friends, joined
Teleperformance Greece took similar action by caring for newly planted trees at the
together in a massive reforestation undertaking. “Arboton 2014”, a campaign
Mountain of Parnitha, turning over soil, removing weeds, and watering.
organized by the city, planted more than 2,000 trees in 100 different parks and
green spaces around the city.
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Russia & Ukraine
Teleperformance Russia and the Ukraine employees donated an entire day to beautifying their cities. Over 150 bags of garbage were filled and disposed of and many trees
were planted.
Brazil
Teleperformance Brazil celebrated Earth Day by holding activities at their centers that promoted environmental responsibility and policies to employees and encouraged them
to help keep their local communities clean.
India
Employees of Teleperformance India recommitted themselves to environmental responsibility by assigning a team to spend 30 minutes each week to monitor and clean
areas of the communities and present ongoing education seminars on the importance of caring for the environment and tips to keep natural and urban areas looking
clean and beautiful.
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