The “Care” Factor: A Focus on Environment, Social, and Corporate Governance

Selfless compassion, care, generosity, and empathy: these are traits and actions that brought the world together as a global health crisis changed the way we live, think, and feel. As disruption and uncertainty heightened, stories of care became a welcome spark of hope amidst the pandemic—caring for one another and valuing the world we live in brought us closer together more than ever.

The value of caring is already clear in the customer experience industry; however, it became even more evident—and needed—during the pandemic. As brands and companies tried to overcome the many challenges of operating during a health crisis, consumers were paying attention: key insights from the Teleperformance Customer Experience Lab (CX Lab) stated that 37% of consumers value brands that cared about their employees during the pandemic, further showing that empathy and compassion can be vital in building affinity between customers and brands.

This being said, the spotlight on Environment, Social, and Corporate Governance (ESG) has become even bigger. ESG, in a nutshell, consists of three factors that measure the sustainability and ethical impact of companies:

• Environment, a factor that focuses on the preservation of and care for the natural world
• Social, a factor that touches on relationships fostered between a company and communities where it operates. The social factor also includes diversity and inclusion efforts
• Governance, a factor that tackles a company’s defined processes for running its business

The importance of ESG has recently been highlighted through CX Lab’s research. After asking consumers globally across 13 countries what aspects of their shopping changed with COVID-19, the CX Lab found several ESG factors weighing on consumer’s buying decisions. For instance, 33% of consumers favor brands that are environmentally friendly, with Gen X and Millennials leading the pack. 24% of consumers also favor brands that respect cultural and gender diversity.

As a company committed to making a positive impact on the world, our people, and our communities, Teleperformance’s withstanding passion for changing lives for the better only strengthens. We have long been focused on incorporating these ESG factors into our company culture. Through our Citizen of the Planet (COTP) initiatives, we are able to reduce the environmental impact of Teleperformance Group’s operations and raise awareness among our employees and stakeholders. Teleperformance also adheres to the Science Based Targets Initiative, wherein we adopt greenhouse gas emissions reduction targets. We are also signatories of The Climate Pledge, a commitment to achieve net-zero carbon emissions by 2040 or sooner.

We thrive in a culture of diversity, equality, and inclusion: 52% of our workforce worldwide are women, and Teleperformance was also included in Equileap’s Top 100 Gender Equality Global Ranking, placing 32^nd. To further bolster our commitment to fostering great workplaces for our employees, we are proud to have nearly 90% of our employees work in a certified Great Place to Work site. In addition, through Impact Sourcing, one of our most relevant inclusion programs,  we provide formal employment opportunities to people who would otherwise struggle to gain access—the long-term unemployed, people below the poverty line, people with disabilities, refugees, and veterans. In 2020, over 70,000 impact workers were hired worldwide through the program. Our Citizen of the World (COTW) initiatives continue to give back where we live. During the pandemic, COVID-19 safety protocols and crisis management became priorities from the beginning of the pandemic, with free vaccination campaigns implemented in many of the countries we operate.

Teleperformance remains dedicated in valuing ESG and implementing these factors as we march towards a better world for all. To learn more about the Teleperformance CX Lab, click here. To learn more about our CSR initiatives, visit our COTW and COTP pages.