Corporate Social Responsibility Report 2013 Teleperformance India implemented new water saving initiatives and other green policies in all of their sites. 2013 Corporate Social Responsibility Report Pg. 1
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 2013, 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 $14.5 million dollars in cash and in-kind donations and has exceeded its CGI commitment every year of participation. Also in 2013, Teleperformance people volunteered over 41,000 hours of time for charitable and environmental causes all over the world. This 2013 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.
Contents 4 United Nations Global Compact and policies 5 2013 & Program-to-Date CSR Results 6 Citizen of the World Appreciation Awards Recipients 7 2012-1013 CSR Awards and Certifications 8 2013 Health Drive 9 2013 Blood Drive 10 2013 Holiday Drive 11 International Peace Day 12 2013 Clothing, Food, & Education Drives 13 2013 Disaster Relief and COTW Village (Philippines) updates 14 Citizen of the Planet 2013 Carbon Footprint report 15 Teleperformance World Forest 16 2013 World Water Day 17 2013 Earth Day, Earth Hour, and World Environment Day 2013 Corporate Social Responsibility Report Pg. 3
Teleperformance implements worldwide UNGC policies in 2013. In 2011, Teleperformance Group officially signed the United Nations Global Compact and provides a report on progress every year. In 2012 we instituted the Teleperformance Global Corporate Social Responsibility Committee, a governing council that oversees implementation and adherence to the Global Compact. Last year, the CSR Committee put into action its first worldwide policies covering anti-corruption, environment and Code of Ethics. This define the rules, conduct, actions, behaviors and relationships we adopt towards our employees, business partners, and the places where we live, work or serve. These policies also apply to national and local governments and the world at large in order to ensure the highest level of integrity in the way we do business At Teleperformance, we believe the principles comprising the UN Global Compact are not only in complete harmony with our 5 corporate values of integrity, respect, professionalism, innovation and commitment, but serve as a literal extension of our credo. We commit to apply these principles in the way we operate to ensure honesty, fairness, equality, sustainability, transparency and basic human decency. We believe adhering to these universal principles can enrich individual lives, our business and the world we live in. Anti-Corruption Labor Environment Human Rights 2013 Corporate Social Responsibility Report Pg. 4
2013 Teleperformance Social Responsibility *all values in U.S. Dollars / COTW 2013 fiscal year is November 1, 2012 October 31, 2013 $4,080,845 in total cash and in-kind donations that went towards feeding, clothing, and bringing joy to the needy. $ $1,464,923 in cash donations by the Telepeformance family. 1,671 computers donated to poor schools. $2,615,922 donated in in-kind items such as clothing, school supplies, and other needed items. 41,147 employee donated volunteer hours. 39,620 underprivileged infants and children received toys during Holiday Seasons. Impact Report Program to Date Includes total donations from November 1, 2006 October 31, 2013 13,945,363 pounds of food & water donated to natural disaster victims; 20,566, 112 meals supplemented for children and families in need. 193,450 infants & children benefited from donation in kind items such as clothing, school supplies, and other needed items. 9,403 computers donated to impoverished schools which benefits 32,910 children. 177,451 employee donated volunteer hours. 325,420 infants & children were fed through several monthly feeding programs. 309,066 needy infants and children received toys during Holiday Season. 2013 Corporate Social Responsibility Report Pg. 5
Teleperformance Global Footprint Teleperformance Award Winners Citizen of the World Appreciation Awards Countries that exceeded 2013 Citizen of the World internal objectives. AllianceOne, Inc. (US, Canada, Jamaica) Teleperformance Brazil Teleperformance Canada Teleperformance Chile Teleperformance China Teleperformance Costa Rica Teleperformance El Salvador Teleperformance Greece Teleperformance India Teleperformance Lebanon Teleperformance Morocco Teleperformance Nearshore Central (Mexico) Teleperformance Nearshore North (Mexico) Teleperformance Nordic (Sweden, Norway, Finland, Denmark) Teleperformance Philippines Teleperformance Poland Teleperformance Romania Teleperformance Slovakia Teleperformance South Africa Teleperformance Spain Teleperformance Switzerland Teleperformance UK Teleperformance USA (includes AGI & USSG) 2013 Corporate Social Responsibility Report Pg. 6
Awards & Certifications (2012-2013) FOR OUR CORPORATE SOCIAL RESPONSIBILITY EFFORTS 2013 Philippine Economic Zone Authority Outstanding Community Project of the Year Award. Teleperformance Philippines CSR efforts were recognized on April 18th, 2013 by the Philippine Economic Zone Authority with the Outstanding Community Project of the Year Award. (Pictured: Teleperformance Asia Pacific President, David Rizzo, center, receiving award.) 2013 EOA Corporate Social Responsibility Award Teleperformance wins major award for EMEA Corporate Social Responsibility. 2013 Teleperformance Portugal was distinguished by IFE - International Faculty for Executives with the award of Social Responsibility in Call / Contact Center, evaluating the solidarity program developed throughout 2013. 2012 Foundations for the Future Impact Award Award for exceptional ability to Transform the company s CSR efforts into community-based grassroots campaigns with local support. ISO 14001 CERTIFICATIONS Teleperformance Germany Teleperformance UK LEED GOLD CERTIFICATIONS Teleperformance Colombia Bogota, 2 Centers TLS Contact Beijing 2012 Frost & Sullivan Green Excellence Award Frost Sullivan Recognizes Teleperformance for Green Excellence in the Latin American Contact Center Outsourcing Market. 2013 Corporate Social Responsibility Report Pg. 7
HEALTH DRIVE CLOWNING around in Spain. Teleperformance Spain prepared and performed a clown show for the children in the Jaen Hospital Oncology Unit. They joined together with Pideme la Luna, a group that provides activities for cancer patients. Teleperformance employees volunteered, collected toys, video consoles, and school supplies and included a piggy bank for on-site cash donations. With the cash collected, employees purchased video game consoles and a TV to be installed in the isolation area, where kids in critical condition stay. Employees performed for the kids, delivered the toys and electronics, and painted kids faces. Teleperformance Spain will also launch a national campaign to help Pideme la Luna sell a children s book, the proceeds of which will be used to develop more hospital activities. Teleperformance Brazil Held a winter campaign to raise money for the Red Cross. Teleperformance Italy Sold chocolate to raise money for the Italian Association for Cancer Research (AIRC). Teleperformance USA (USSG) Collected hygiene products and donated them to the Faith Mission men s shelter. Teleperformance UK Raised funds for the Special Olympics for children & adults with disabilities Teleperformance France Held a breast cancer awareness day in all of their centers. Teleperformance Jamaica Offered free haircuts and grooming for the elderly and disabled. 2013 Corporate Social Responsibility Report Pg. 8
2013 Global Blood Drive Teleperformance centers held blood drives all over the globe. Worldwide, Teleperformance employees donated over 1,600 liters of blood, helping to save nearly 10,500 lives. 2013 Corporate Social Responsibility Report Pg. 9
Teleperformance Nearshore Central in Monterrey collected 120+ pairs of shoes and more than 500 toys for needy children. Teleperformance India Invited children from NGO s to their offices for a day long Christmas party. Teleperformance Romania Raised money and collected toys for underprivileged children in the area. AllianceOne, Inc. Collected clothes and cash and purchased toys, hats, gloves, and scarves. Teleperformance Brazil Collected funds to purchase toys to deliver to underprivileged children. Teleperformance Philippines Hosted a Christmas Party for a local Elderly care center. Tis the Season HOLIDAY DRIVE Teleperformance Tunisia has partnerships with several charitable associations benefiting children and families in need and also are the direct sponsor of two foster families with financial and moral support. 2013 Corporate Social Responsibility Report Pg. 10
Recognizing International Peace Day Teleperformance employees engaged in awareness and community outreach campaigns to celebrate World Peace Day, a global celebration of tolerance and mutual respect. Many centers released balloons symbolizing white doves, the international symbol of peace. 2013 Corporate Social Responsibility Report Pg. 11
CLOTHING DRIVE Teleperformance Colombia collected about 800 garments for local needy children. Teleperformance Lebanon employees gathered clothing items to help needy families stay warm & well dressed. Teleperformance France collected more than 7,000 clothing items for donation to charities and needy families. FOOD DRIVE Teleperformance Egypt distributed 145 food bags to single parent families and the poor and the National Care Institute. Teleperformance USA helped 11,200 families by sponsoring 28 truckloads of food and essentials in the last 2 years. Teleperformance Spain volunteers joined the Spanish Food Banks Federation (FESBAL) to collect and distribute food. EDUCATION DRIVE Teleperformance Turkey adopted a local school, raised funds and donated 100 notebooks and 300 erasers. Teleperformance Italy donated 91 computers to schools, hospitals, and homes. Teleperformance China donated 35 computers to establish computer class in a rural school. 2013 Corporate Social Responsibility Report Pg. 12
DISASTER RELIEF AND COTW VILLAGE SERVICE & SACRIFICE. Teleperformance held multiple campaigns to raise funds and collect needed items to provide relief to multiple natural disasters, including Typhoon Haiyan and the earthquake in the Philippines, Hurricane Manuel and Ingrid in Mexico, the Oklahoma tornadoes in the USA, and flooding in Khabarosvsk, Russia. COTW 3rd Anniversary Teleperformance Philippines celebrated the 3rd year of building and sponsoring the Citizen of the World Village, a housing development built originally for victims of Typhoon Ondoy. Over the past three years, the village has expanded to include a daycare and learning center, market, a multi-purpose hall and community recreation area. In August of 2013, Citizen of the World in partnership with Gawad Kalinga announced ground-breaking on an additional fifty homes which brings the total number of houses to one hundred. 2013 Corporate Social Responsibility Report Pg. 13
2013 Carbon Footprint in Metric Tons % of Total Carbon Footprint per source Electricity 90,716 85% Paper 8,259 8% Air Travel 6,940 7% Carbon Footprint per Employee 0.78 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 TP Singapore only reported January's consumption. Argentina, Canada, Denmark, Finland, Norway, Spain and Sweden did not report water consumption 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. 2013 Corporate Social Responsibility Report Pg. 14
In 2013, Teleperformance employees worldwide hosted and executed environmentally focused events surrounding Earth Hour and Earth Day, World Water Day, and World Environment Day. Local projects cleaned and beautified parks, planted flowers, vegetable gardens and trees, picked up waste, encouraged bike travel, and cleared beaches of trash and debris, taking a hands on approach to keeping nature healthy and pristine in their own communities. 2013 Corporate Social Responsibility Report Pg. 15
In conjunction with 2013 World Water Day, Teleperformance took advantage of the worldwide UN awareness campaigns by holding educational seminars, conservation exercises, and entertaining activities in sites throughout out the globe. Water conservation goals were set not just company-wide, but employees were also invited to consider personal steps to help reduce the waste of water. 2013 Corporate Social Responsibility Report Pg. 16
EARTH DAY Teleperformance Russia collected more than 30 bags of garbage around the Kazansky Spring. Teleperformance Slovakia used Earth Day to celebrate respect for the natural world and raise conservation awareness. Teleperformance Romania helped clean up Snagov Forest near Bucharest in honor of Earth Day. EARTH HOUR All over the globe and alongside hundreds of other companies, Teleperformance centers observed Earth Hour by turning off the main lights for 1 hour at the appointed time. WORLD ENVIRONMENT DAY Teleperformance France employees donated money to purchase trees to be grown in Indonesia s Mangrove Swamp. Teleperformance Hellas held an employee environment fair promoting green initiatives and awareness. Teleperformance India staged a 1.5 KM bike parade in Indore to promote World Environment Day. 2013 Corporate Social Responsibility Report Pg. 17
Please visit our website www.teleperformance.com Please visit our blog blog.teleperformance.com Follow us on Twitter twitter.com/teleperformance Watch us on YouTube youtube.com/teleperformance Like us on Facebook facebook.com/teleperformanceglobal