SIX Having only half the story can cause
a whole lot of problems
Imagine what this world would be like if we all productive conversations. That’s why, at TTEC, we
took the time to really understand each other. always strive to see the world through the eyes
There would be fewer wars, of our clients, their customers
less anger and resentment, less We strive to and each other. Rather than
confusion and more harmony. make assumptions, we listen
If we took the time to consider see the world and “seek first to understand.”
other people’s problems, needs, through the eyes We want to know why someone
or point of view before we pass thinks a certain way, what
judgement, take action, or make of our clients, problem they need to solve,
a decision, we could save each their customers and what end goal they want to
other a lot of grief, be more achieve. We get every side of
effective in solving problems and each other the story because only then can
and have more meaningful and we write the perfect ending.
NINE
It’s important to see things from other people’s viewpoint. For example, in this image, you may
see two faces and someone else may see a vase. But just because someone views something
differently than you doesn’t mean they’re wrong. As in this example, you could both be right!
50 Seek first to understand Seek first to understand 51
The customer’s side of the story Cust omer
Customers are at the heart of everything we do.
They are the reason our clients’ business — and our business — exists, so we make
sure we understand their side of the story! We want to know how they prefer to
communicate with a brand. How they like to be treated. What’s important to
them. What problems they have. Once we understand how we can make
their lives easier and what they feel constitutes a great experience,
we can then put in place the technology, people, processes and
training to create it for them. We can design and deliver a collection
of experiences that not only satisfy their needs, but exceed their
expectations and delight them at every turn. Customers are the
sun in our universe. Every action we take, every decision we make,
and everything we have at stake revolves around keeping them
happy. When customers are happy, everybody’s happy!
The client’s side of the story Our side of the story
Clients have their own needs and expectations. They want to keep their customers happy, but they are Just as we strive to see the world through the eyes of our clients and their customers, we also strive to see
also a business. They need to run that business efficiently, reduce costs as much as possible, make a each other’s point of view. Being such a diverse company, we often have cultural differences, language
profit, detect fraud and grow. To help them achieve this, we view their business through their eyes. We differences and plain old differences of opinion. (Except when it comes to pizza, of course. We all pretty
seek to understand their challenges (and what solutions have been attempted so far), their processes and much agree life wouldn’t be the same without it.) But, heck, half the fun of working here is the opportunity
their aspirations. We discuss what’s possible. Then we think about what else is possible. We become their to interact with such a diverse group of people. So, while we may not always agree, we do take the time to
competitive differentiator, building relationships with their customers and driving experiences that wow listen to each other’s perspective, show respect for each other’s opinions and treat each other as we’d like
them and drive deeper engagement. This translates to loyalty, retention, growth and a positive impact on to be treated. More often than not, we realize we have much more in common than we thought and that
their bottom line. Along the way, we build meaningful relationships with them as well, and come to care great ideas can come from anywhere.
about the success of their company as if it were our own.
But don’t just take our word for it, see what our clients have to say:
An unhappy employee
“TTEC is an extension of our business and “No company is perfect, but I can can’t make an unhappy
part of our global team. They care about comfortably say that TTEC is the
our customers as much as we do.” best in the space.” customer happy.
“TTEC delivers what it promises.” “TTEC has consistently been a reliable, “My family? Oh no, those are my clients.” - Ken Tuchman
innovative partner.”
52 Seek first to understand Seek first to understand 53
The customer’s side of the story Cust omer
Customers are at the heart of everything we do.
They are the reason our clients’ business — and our business — exists, so we make
sure we understand their side of the story! We want to know how they prefer to
communicate with a brand. How they like to be treated. What’s important to
them. What problems they have. Once we understand how we can make
their lives easier and what they feel constitutes a great experience,
we can then put in place the technology, people, processes and
training to create it for them. We can design and deliver a collection
of experiences that not only satisfy their needs, but exceed their
expectations and delight them at every turn. Customers are the
sun in our universe. Every action we take, every decision we make,
and everything we have at stake revolves around keeping them
happy. When customers are happy, everybody’s happy!
The client’s side of the story Our side of the story
Clients have their own needs and expectations. They want to keep their customers happy, but they are Just as we strive to see the world through the eyes of our clients and their customers, we also strive to see
also a business. They need to run that business efficiently, reduce costs as much as possible, make a each other’s point of view. Being such a diverse company, we often have cultural differences, language
profit, detect fraud and grow. To help them achieve this, we view their business through their eyes. We differences and plain old differences of opinion. (Except when it comes to pizza, of course. We all pretty
seek to understand their challenges (and what solutions have been attempted so far), their processes and much agree life wouldn’t be the same without it.) But, heck, half the fun of working here is the opportunity
their aspirations. We discuss what’s possible. Then we think about what else is possible. We become their to interact with such a diverse group of people. So, while we may not always agree, we do take the time to
competitive differentiator, building relationships with their customers and driving experiences that wow listen to each other’s perspective, show respect for each other’s opinions and treat each other as we’d like
them and drive deeper engagement. This translates to loyalty, retention, growth and a positive impact on to be treated. More often than not, we realize we have much more in common than we thought and that
their bottom line. Along the way, we build meaningful relationships with them as well, and come to care great ideas can come from anywhere.
about the success of their company as if it were our own.
But don’t just take our word for it, see what our clients have to say:
An unhappy employee
“TTEC is an extension of our business and “No company is perfect, but I can can’t make an unhappy
part of our global team. They care about comfortably say that TTEC is the
our customers as much as we do.” best in the space.” customer happy.
“TTEC delivers what it promises.” “TTEC has consistently been a reliable, “My family? Oh no, those are my clients.” - Ken Tuchman
innovative partner.”
52 Seek first to understand Seek first to understand 53
WHO AT Storytime . . .
Brigitte. She does not TTEC EM Solution team lands new client by
jump to conclusions but seeking first to understand
analyzes the information
before responding. BODIES One of the behaviors We listen beyond the that were frequently
- Doris OUR VA of our Seek First to surface to customers down. They also
Understand value is
discovered that the
Roque. I’m usually very to “listen beyond the and colleagues company’s agents
received little training
surface to customers
logical but I always miss LUE SEEK and colleagues.” Our regarding the medical
Solution Architects
technology they
the emotional part when team certainly did were supporting. As
interacting with others. that when they received a Request for Proposal a result, in the RFP response they proposed a
(RFP) from a Fortune 500 company. Rather than
software solution that would make their systems
He taught me to see FIRST TO simply send their answers in the RFP, they set more proficient and a redesign of their curriculum
different points before up time to talk with the potential client to ask that would provide their agents with the medical
questions, dig deeper and discover any needs
device and terminology training they were lacking.
coming to a conclusion. UNDERS not expressed in the RFP. In other words, they
- Daniel, Team Lead sought first to understand! By seeking first to understand the company’s true
needs, we won the account. More importantly, we
were able to help them make their associates’ lives
In the meeting, they learned some things that
Jennifer. She asks for others’ TAND? were not included in the RFP, such as that the easier, reduce attrition, and provide faster, more
company struggled with cumbersome IT systems
effective service to their customers.
opinions and feedback
on critical items to ensure
everyone has a chance to
determine and agree on
a solution. She reaches out
when she has a doubt or
wants to quickly resolve
a misunderstanding in
the process. Her proactive
approach is refreshing. During our Values Games at HQ, Seek first to understand, then to be understood.
a team “ seeks first to understand”
holding up in 10 seconds or less
- Jamie, e-learning which character name they are - Stephen Covey
54 Seek first to understand Seek first to understand 55
WHO AT Storytime . . .
Brigitte. She does not TTEC EM Solution team lands new client by
jump to conclusions but seeking first to understand
analyzes the information
before responding. BODIES One of the behaviors We listen beyond the that were frequently
- Doris OUR VA of our Seek First to surface to customers down. They also
Understand value is
discovered that the
Roque. I’m usually very to “listen beyond the and colleagues company’s agents
received little training
surface to customers
logical but I always miss LUE SEEK and colleagues.” Our regarding the medical
Solution Architects
technology they
the emotional part when team certainly did were supporting. As
interacting with others. that when they received a Request for Proposal a result, in the RFP response they proposed a
(RFP) from a Fortune 500 company. Rather than
software solution that would make their systems
He taught me to see FIRST TO simply send their answers in the RFP, they set more proficient and a redesign of their curriculum
different points before up time to talk with the potential client to ask that would provide their agents with the medical
questions, dig deeper and discover any needs
device and terminology training they were lacking.
coming to a conclusion. UNDERS not expressed in the RFP. In other words, they
- Daniel, Team Lead sought first to understand! By seeking first to understand the company’s true
needs, we won the account. More importantly, we
were able to help them make their associates’ lives
In the meeting, they learned some things that
Jennifer. She asks for others’ TAND? were not included in the RFP, such as that the easier, reduce attrition, and provide faster, more
company struggled with cumbersome IT systems
effective service to their customers.
opinions and feedback
on critical items to ensure
everyone has a chance to
determine and agree on
a solution. She reaches out
when she has a doubt or
wants to quickly resolve
a misunderstanding in
the process. Her proactive
approach is refreshing. During our Values Games at HQ, Seek first to understand, then to be understood.
a team “seeks first to understand”
holding up in 10 seconds or less
- Jamie, e-learning which character name they are - Stephen Covey
54 Seek first to understand Seek first to understand 55
We are... Live with all your might!
PASSIONATE We believe in living life with zest, throwing ourselves We look at it this way... living life with passion
into everything we do, believing in our purpose and
versus apathy is like watching television in color
laughing and celebrating with the teammates who
versus black and white. The experience is more
work so diligently beside us day after day.
We’re not just here for a paycheck. We’re here to vibrant, richer and just plain more interesting.
So we say go forth with Joie de vivre, my
do a job that we feel passionate about.
friends. Be engaged in all that you do. Inspire
It’s this passion that defines us as a company others with your contagious energy. And carry
and what allows us to continually progress our out your work with such unabashed delight that
business and culture. it scares your co-workers.
Great. You’ll fit right in here!
This may not be the place for you.
Enthusiasm is one of the most
powerful engines of success.
When you do a thing, do it
with all your might.
- Ralph Waldo Emerson “You seem to really enjoy your job.
That’s scaring your co-workers.”
56 Live life passionately Live life passionately 57
We are... Live with all your might!
PASSIONATE We believe in living life with zest, throwing ourselves We look at it this way... living life with passion
into everything we do, believing in our purpose and
versus apathy is like watching television in color
laughing and celebrating with the teammates who
versus black and white. The experience is more
work so diligently beside us day after day.
We’re not just here for a paycheck. We’re here to vibrant, richer and just plain more interesting.
So we say go forth with Joie de vivre, my
do a job that we feel passionate about.
friends. Be engaged in all that you do. Inspire
It’s this passion that defines us as a company others with your contagious energy. And carry
and what allows us to continually progress our out your work with such unabashed delight that
business and culture. it scares your co-workers.
Great. You’ll fit right in here!
This may not be the place for you.
Enthusiasm is one of the most
powerful engines of success.
When you do a thing, do it
with all your might.
- Ralph Waldo Emerson “You seem to really enjoy your job.
That’s scaring your co-workers.”
56 Live life passionately Live life passionately 57
✨
breath, and take time to celebrate each other’s achievements (when one wins, we
Part of living life passionately is recognizing all there is to celebrate and taking
time out to do it — especially when we don’t think we have the time! That’s why
we have various events that give us the chance to step off the treadmill, catch our
all win!), socialize, and get to know our co-workers on a personal level.
We
a Party!
We a P ar ty! at a Grand Awards Night celebration dressed up as a super hero. (True story.)
This includes anything from singing Karaoke and playing games during Culture
Days to dressing up for Halloween and bowling for a cause. Heck, in some parts of
the world, you just might be lucky enough to see our CEO make an epic entrance
(Online version only.)
58 Live life passionately Live life passionately 59
✨
breath, and take time to celebrate each other’s achievements (when one wins, we
Part of living life passionately is recognizing all there is to celebrate and taking
time out to do it — especially when we don’t think we have the time! That’s why
we have various events that give us the chance to step off the treadmill, catch our
all win!), socialize, and get to know our co-workers on a personal level.
We
a Party!
We a P ar ty! at a Grand Awards Night celebration dressed up as a super hero. (True story.)
This includes anything from singing Karaoke and playing games during Culture
Days to dressing up for Halloween and bowling for a cause. Heck, in some parts of
the world, you just might be lucky enough to see our CEO make an epic entrance
(Online version only.)
58 Live life passionately Live life passionately 59
Engaging with our co-
workers is an
Our passion for important part of
Karaoke has living life passionately,
no borders. We so sometimes you’ll
live out our Idol find us just having a
dreams anywhere chat in the hallway
from a breakroom like these employees
in Arkansas to the in Leon, Mexico. Or
Tele Tech Idol stage having a lunch to
in the Philippines. welcome a new co-worker
✨ in Sydney, Australia.
Check out just a few of
the ways we take time
See what we mean to celebrate and Employees
about our passion for live life dress up as
passionately.
pizza? Employees in the customer
Costa Rica enjoyed experience
food from different rock stars they
regions to celebrate are during Dressing
all the countries Customer up isn’t just
coming together for Service Week. for kids at
Culture Days.
TTEC’s Boo
at HQ event.
Employees
Employees make a splash
in Bulgaria at the summer
celebrate parties in
becoming Mexico,
“One” with Philippines
our Tele Tech and Bulgaria.
(now TTEC)
family.
60 Live life passionately Live life passionately 61
Engaging with our co-
workers is an
Our passion for important part of
Karaoke has living life passionately,
no borders. We so sometimes you’ll
live out our Idol find us just having a
dreams anywhere chat in the hallway
from a breakroom like these employees
in Arkansas to the in Leon, Mexico. Or
Tele Tech Idol stage having a lunch to
in the Philippines. welcome a new co-worker
✨ in Sydney, Australia.
Check out just a few of
the ways we take time
See what we mean to celebrate and Employees
about our passion for live life dress up as
passionately.
pizza? Employees in the customer
Costa Rica enjoyed experience
food from different rock stars they
regions to celebrate are during Dressing
all the countries Customer up isn’t just
coming together for Service Week. for kids at
Culture Days.
TTEC’s Boo
at HQ event.
Employees
Employees make a splash
in Bulgaria at the summer
celebrate parties in
becoming Mexico,
“One” with Philippines
our Tele Tech and Bulgaria.
(now TTEC)
family.
60 Live life passionately Live life passionately 61
When people go to work, they shouldn’t We live our work life so passionately that it
leave their hearts at home. has become a big part of who we are.
- Betty Bender - Armi de los Reyes
We’re
engaged! Storytime . . .
Philippines team lives work life with passion
Around here, we believe in engagement. Not the difference. We encourage connecting with co-
getting married kind, but rather the committed, workers and customers, participating in events
enthusiastic, into what we’re doing kind. We and taking advantage of the career development
realize that it’s easier to just show up, “punch in,” and growth opportunities within the company. In No employees live life The truth Seeing employees proudly
and “punch out.” But that’s just not us. We’d rather short, we’re committed to being committed in all more passionately than our showcase their talent at
live our purpose with intensity, do our best and that we do. Around here, engagement isn’t just a engagement team in the is, we love events like the Summer Party
go the extra mile to achieve our goals and make a state of mind. It’s a state of doing. Philippines. In fact, part of their and TeleTech Idol — and the
role includes bringing joy to what we do audience’s enthusiastic reaction
other employees by organizing — makes the engagement
team feel all their efforts are
Our Numbers — and Our Employees — “TTEC is a great work place for me. fun activities and events where worthwhile. “The truth is, we love what we do,”
team members have opportunities to celebrate
Speak for Themselves! Great technology and tools.” and laugh. “It can be crazy days and long hours Armi says. “We live our work life so passionately
As TTEC employees, we regularly take before and during an event, but we’re all back that it has become a big part of who we are. The
engagement surveys, which give us the chance “TTEC strives hard to see that its the next day ready for more,” says senior office has literally become our second home!”
to share how we feel about working here and communications manager, Armi de los Reyes.
what changes we feel could be made to make employees are reaching their potential by “Without passion, we’d run out of gas. And we Sounds like this team not only believes in the
our experience even better. providing training/coaching/feedback.” figure if we put our heart into something, it value behavior “live big or go home,” they live
should be well-done, not medium rare!” big and are home!
Based on our latest survey, our employee
engagement is 75% (this is considered way “TTEC has a friendly atmosphere
above best-in-class according to Gallup!) and where opportunities are available to
our job satisfaction is 80%. We’re proud learn and grow.”
of these numbers! They reflect our collective
commitment to TTEC’s goals, enthusiasm for
our work and connection to each other. It took “The company rewards and recognizes
all of us to build such an engaged culture and, those who go above and beyond.”
according to the survey, 84% of us intend to
stick around to continue thriving in it! “TTEC lives its values and treats
Here are just a few things that our employees employees with respect. I feel that this is
have to say about working here: a place where I can express myself.”
62 Live life passionately Live life passionately 63
When people go to work, they shouldn’t We live our work life so passionately that it
leave their hearts at home. has become a big part of who we are.
- Betty Bender - Armi de los Reyes
We’re
engaged! Storytime . . .
Philippines team lives work life with passion
Around here, we believe in engagement. Not the difference. We encourage connecting with co-
getting married kind, but rather the committed, workers and customers, participating in events
enthusiastic, into what we’re doing kind. We and taking advantage of the career development
realize that it’s easier to just show up, “punch in,” and growth opportunities within the company. In No employees live life The truth Seeing employees proudly
and “punch out.” But that’s just not us. We’d rather short, we’re committed to being committed in all more passionately than our showcase their talent at
live our purpose with intensity, do our best and that we do. Around here, engagement isn’t just a engagement team in the is, we love events like the Summer Party
go the extra mile to achieve our goals and make a state of mind. It’s a state of doing. Philippines. In fact, part of their and TeleTech Idol — and the
role includes bringing joy to what we do audience’s enthusiastic reaction
other employees by organizing — makes the engagement
team feel all their efforts are
Our Numbers — and Our Employees — “TTEC is a great work place for me. fun activities and events where worthwhile. “The truth is, we love what we do,”
team members have opportunities to celebrate
Speak for Themselves! Great technology and tools.” and laugh. “It can be crazy days and long hours Armi says. “We live our work life so passionately
As TTEC employees, we regularly take before and during an event, but we’re all back that it has become a big part of who we are. The
engagement surveys, which give us the chance “TTEC strives hard to see that its the next day ready for more,” says senior office has literally become our second home!”
to share how we feel about working here and communications manager, Armi de los Reyes.
what changes we feel could be made to make employees are reaching their potential by “Without passion, we’d run out of gas. And we Sounds like this team not only believes in the
our experience even better. providing training/coaching/feedback.” figure if we put our heart into something, it value behavior “live big or go home,” they live
should be well-done, not medium rare!” big and are home!
Based on our latest survey, our employee
engagement is 75% (this is considered way “TTEC has a friendly atmosphere
above best-in-class according to Gallup!) and where opportunities are available to
our job satisfaction is 80%. We’re proud learn and grow.”
of these numbers! They reflect our collective
commitment to TTEC’s goals, enthusiasm for
our work and connection to each other. It took “The company rewards and recognizes
all of us to build such an engaged culture and, those who go above and beyond.”
according to the survey, 84% of us intend to
stick around to continue thriving in it! “TTEC lives its values and treats
Here are just a few things that our employees employees with respect. I feel that this is
have to say about working here: a place where I can express myself.”
62 Live life passionately Live life passionately 63
We are...
ETHICAL Knowing right from wrong We know what kind of company
Doing the right thing isn’t always easy, but at
But at TTEC there’s one thing that stops us from
TTEC it’s our culture to expect the highest degree
doing something we know isn’t the right thing:
integrity — a moral compass that doesn’t waver.
of integrity from ourselves and each other. How
do you know what the right
We expect the
thing to do is though? Usually,
it’s obvious. We all know it’s
what we stand for and stand up
not right to call in sick when highest degree and people we are. We know
for. So we make those choices
we’re not. Or to pay top dollar of integrity from non-negotiable, even under
for something because we plan pressure — unlike this guy.
to expense it. Or to use the ourselves and
company printer to copy 500
invitations to the party of the each other
century we plan to throw at our
house next weekend.
“Everything
is negotiable,
Of course, it’s tempting sometimes to do the including my
“wrong” thing because we let things like ego, integrity.”
wanting to fit in or greed get in the way. For
instance, we may know someone is being
harassed but are tempted not to say anything
because it’s easier to not get involved. Or we
may know a company we want to partner with
doesn’t share our values, but we’re tempted to
partner with them anyway because it will make
us a lot of money.
Wisdom is knowing
the right path to Amber
take... integrity is TTEC Technology Sales
taking it. One of the things we stand up for is hiring
veterans and military spouses. We feel it’s not only
- M.H. Mckee the right thing to do, but the smart thing to do.
64 Do the right thing Do the right thing 65
We are...
ETHICAL Knowing right from wrong We know what kind of company
Doing the right thing isn’t always easy, but at
But at TTEC there’s one thing that stops us from
TTEC it’s our culture to expect the highest degree
doing something we know isn’t the right thing:
integrity — a moral compass that doesn’t waver.
of integrity from ourselves and each other. How
do you know what the right
We expect the
thing to do is though? Usually,
it’s obvious. We all know it’s
what we stand for and stand up
not right to call in sick when highest degree and people we are. We know
for. So we make those choices
we’re not. Or to pay top dollar of integrity from non-negotiable, even under
for something because we plan pressure — unlike this guy.
to expense it. Or to use the ourselves and
company printer to copy 500
invitations to the party of the each other
century we plan to throw at our
house next weekend.
“Everything
is negotiable,
Of course, it’s tempting sometimes to do the including my
“wrong” thing because we let things like ego, integrity.”
wanting to fit in or greed get in the way. For
instance, we may know someone is being
harassed but are tempted not to say anything
because it’s easier to not get involved. Or we
may know a company we want to partner with
doesn’t share our values, but we’re tempted to
partner with them anyway because it will make
us a lot of money.
Wisdom is knowing
the right path to Amber
take... integrity is TTEC Technology Sales
taking it. One of the things we stand up for is hiring
veterans and military spouses. We feel it’s not only
- M.H. Mckee the right thing to do, but the smart thing to do.
64 Do the right thing Do the right thing 65
WE’RE
DOING inclusivity. If our values are the
When we talk about how TTEC does
business, we use words like integrity,
trustworthiness, fairness, safety,
THE their customers:
framework of our company, our ethics
code is the foundation. These elements
of our code are the expectation we
promise our employees, clients and
RIGHT TTEC • Strong commitment to hearing
our employees about operating
responsibly
THING Thou ght • Dedication to health and safety
T rain of
• Fervent anti-discrimination, anti-
exclusion policies and attitude
Something
Happens • Pledge to act honestly and fairly
for everyone, avoiding even the
perception of misconduct or deceit
Return and We know it’s a high bar that we’ve
correct set, but we work every day to rise to
the challenge, and we make sure our
employees and partners do, too.
No
Embracing our Ethics Code
A key piece of our company’s culture How Do I
is our heritage of ethical, responsible Respond?
and thoughtful business practices. We Success!
hold ourselves and our partners to the
highest standards, which we’ve carefully
laid out in the TTEC Code of Ethics. Did I do the
right thing Yes
66 Do the right thing Do the right thing 67
WE’RE
DOING inclusivity. If our values are the
When we talk about how TTEC does
business, we use words like integrity,
trustworthiness, fairness, safety,
THE their customers:
framework of our company, our ethics
code is the foundation. These elements
of our code are the expectation we
promise our employees, clients and
RIGHT TTEC • Strong commitment to hearing
our employees about operating
responsibly
THING Thou ght • Dedication to health and safety
T rain of
• Fervent anti-discrimination, anti-
exclusion policies and attitude
Something
Happens • Pledge to act honestly and fairly
for everyone, avoiding even the
perception of misconduct or deceit
Return and We know it’s a high bar that we’ve
correct set, but we work every day to rise to
the challenge, and we make sure our
employees and partners do, too.
No
Embracing our Ethics Code
A key piece of our company’s culture How Do I
is our heritage of ethical, responsible Respond?
and thoughtful business practices. We Success!
hold ourselves and our partners to the
highest standards, which we’ve carefully
laid out in the TTEC Code of Ethics. Did I do the
right thing Yes
66 Do the right thing Do the right thing 67
What to do
when the lines
are blurry
Ok, we admit it, sometimes it isn’t always
obvious what the “right thing” is. Trust your gut
For instance, is it wrong to be on your phone or
computer when someone is presenting something
at a meeting? That’s just rude, right? But what Ask yourself how — that little feeling in
if you have a lot on your plate and you’re just the pit of your stomach.
trying to multi-task. Isn’t making the best use of you’ll feel afterwards It usually knows.
company time “the right thing to do?” if you do what you’re
Or what if you’re a manager asked by a superior Put yourself in the considering
to drop everything for a rush project? Are you other person’s shoes
“doing the right thing” to immediately get your
team going on the request because you’re going Will you feel guilt? Remorse?
the extra mile to make something happen? Or What if you were the presenter? Fear of being caught? If so,
would it actually be doing the right thing to ask the Would you mind if people were chances are it’s not the right
requestor if (s)he can come up with an alternative looking down at a phone or thing to do.
solution or extend the deadline because your computer while you were talking?
team is already overloaded and you don’t want to
burn them out or miss other deadlines?
Employees were asked to wear a colored shirt to our
We have three suggestions Town Hall meeting that reflects their favorite value. Our CFO
and CAO, Regina Paolillo, surprised everyone by wearing two
for determining if you’re shirts. She lifted her red “Live Life Passionately” shirt up to
display her purple “Do the Right Thing” shirt underneath to
doing the right thing. make a point — she likes to live life passionately but deep
down always wants to do the right thing!
68 Do the right thing Do the right thing 69
What to do
when the lines
are blurry
Ok, we admit it, sometimes it isn’t always
obvious what the “right thing” is. Trust your gut
For instance, is it wrong to be on your phone or
computer when someone is presenting something
at a meeting? That’s just rude, right? But what Ask yourself how — that little feeling in
if you have a lot on your plate and you’re just the pit of your stomach.
trying to multi-task. Isn’t making the best use of you’ll feel afterwards It usually knows.
company time “the right thing to do?” if you do what you’re
Or what if you’re a manager asked by a superior Put yourself in the considering
to drop everything for a rush project? Are you other person’s shoes
“doing the right thing” to immediately get your
team going on the request because you’re going Will you feel guilt? Remorse?
the extra mile to make something happen? Or What if you were the presenter? Fear of being caught? If so,
would it actually be doing the right thing to ask the Would you mind if people were chances are it’s not the right
requestor if (s)he can come up with an alternative looking down at a phone or thing to do.
solution or extend the deadline because your computer while you were talking?
team is already overloaded and you don’t want to
burn them out or miss other deadlines?
Employees were asked to wear a colored shirt to our
We have three suggestions Town Hall meeting that reflects their favorite value. Our CFO
and CAO, Regina Paolillo, surprised everyone by wearing two
for determining if you’re shirts. She lifted her red “Live Life Passionately” shirt up to
display her purple “Do the Right Thing” shirt underneath to
doing the right thing. make a point — she likes to live life passionately but deep
down always wants to do the right thing!
68 Do the right thing Do the right thing 69
Right wrong? Own it, Baby!
Around here, we believe in taking ownership. know the answer, we find it. At the end of the
That means once we get involved in a project day, if the results are good, we’re accountable.
or venture we’re invested 100% in its success If the results are bad, we’re accountable. No
and we do what it takes to get it done, and done excuses. No blame game. As owners, we care
well. We don’t wait for about the quality of what
someone else to act. We we deliver. We care about
take initiative. We don’t the timeliness of when we
stand back and point out deliver it. We care about
Talk about lines between right and wrong being blurry sometimes... problems. We step forward staying in budget, treating
and offer solutions. If
the company’s and client’s
In these tests, students didn’t answer the questions the way the teacher there’s an issue, we fix money as if it were our
wanted them to but, technically, you can’t say their answers were wrong! it. If we can’t fix it, we own. We care. Period. It’s
find someone who can. If called pride of ownership,
someone asks a question, and it’s what makes our
we follow up. If we don’t success that much sweeter.
Mistakes Happen perfect. I feel like
Even I’m not
my head is a little
too big for my body.
Let’s face it... no one’s perfect. No one gets
everything right every time, including us. In
fact, we think it’s perfect that we’re not perfect.
We like to think of ourselves as “learn-it-alls” not
“know-it-alls.” We embrace feedback because it
takes us to the next level.
But here’s the thing... if you bring a mistake or
something that doesn’t sit right with you to our
attention, we’ll do what we can to make it right.
We believe the mistakes you make aren’t near as
important as the action you take to correct them.
70 Do the right thing Do the right thing 71
Right wrong? Own it, Baby!
Around here, we believe in taking ownership. know the answer, we find it. At the end of the
That means once we get involved in a project day, if the results are good, we’re accountable.
or venture we’re invested 100% in its success If the results are bad, we’re accountable. No
and we do what it takes to get it done, and done excuses. No blame game. As owners, we care
well. We don’t wait for about the quality of what
someone else to act. We we deliver. We care about
take initiative. We don’t the timeliness of when we
stand back and point out deliver it. We care about
Talk about lines between right and wrong being blurry sometimes... problems. We step forward staying in budget, treating
and offer solutions. If
the company’s and client’s
In these tests, students didn’t answer the questions the way the teacher there’s an issue, we fix money as if it were our
wanted them to but, technically, you can’t say their answers were wrong! it. If we can’t fix it, we own. We care. Period. It’s
find someone who can. If called pride of ownership,
someone asks a question, and it’s what makes our
we follow up. If we don’t success that much sweeter.
Mistakes Happen perfect. I feel like
Even I’m not
my head is a little
too big for my body.
Let’s face it... no one’s perfect. No one gets
everything right every time, including us. In
fact, we think it’s perfect that we’re not perfect.
We like to think of ourselves as “learn-it-alls” not
“know-it-alls.” We embrace feedback because it
takes us to the next level.
But here’s the thing... if you bring a mistake or
something that doesn’t sit right with you to our
attention, we’ll do what we can to make it right.
We believe the mistakes you make aren’t near as
important as the action you take to correct them.
70 Do the right thing Do the right thing 71
YOUR
PRO to get it in the timeframe they promised. (Sorry...
When you order a pizza to be delivered you expect
MISE you’re downright angry (or should we say hangry?) Storytime . . .
we just can’t stop with the pizza references!) If
it arrives earlier than promised, you’re thrilled. If
it’s late, you’re unhappy. If it doesn’t arrive at all,
and vow never to order from that place again.
IS ON That’s why we don’t make promises we can’t keep — Employees Return Found Money
That’s the thing about promises. When someone
breaks one, you feel let down.
ITS to do it. Better yet, we try to exceed what we’ve So what would you do if Right Thing Montana found a bank
even if it’ll help us close a sale or please a supervisor.
Doing the
When we make a promise, we mean it. We do what
we say we’re going to do when we say we’re going
bag lying in the roadway,
you came across a pile of
opened it up, saw a
cash just lying around and
promised. It’s how we build trust, relationships and a
WAY Now, speaking of delivery... who’s up for a double no one was there to see the Kalispell Police Department. The money —
bunch of money, and
positive reputation. We deliver. Every Time!
immediately zipped the
what you did with it? For
two TTEC employees the
bag back up and called
answer was easy: Do the Right Thing and return it.
pepperoni and mushroom?
Weight Watchers.
Jennifer in Springfield, Missouri, found $200 thousands of dollars — was a bank deposit for
in the company’s parking lot and turned it in
to security. It belonged to someone who had Kudos to both Stacy and Jennifer for having
just cashed their paycheck. Stacy in Kalispell, the integrity to Do the Right Thing!
Integrity is doing the
right thing, even when
no one is watching.
- C.S. Lewis
72 Do the right thing Do the right thing 73
YOUR
PRO to get it in the timeframe they promised. (Sorry...
When you order a pizza to be delivered you expect
MISE you’re downright angry (or should we say hangry?) Storytime . . .
we just can’t stop with the pizza references!) If
it arrives earlier than promised, you’re thrilled. If
it’s late, you’re unhappy. If it doesn’t arrive at all,
and vow never to order from that place again.
IS ON That’s why we don’t make promises we can’t keep — Employees Return Found Money
That’s the thing about promises. When someone
breaks one, you feel let down.
ITS to do it. Better yet, we try to exceed what we’ve So what would you do if Right Thing Montana found a bank
even if it’ll help us close a sale or please a supervisor.
Doing the
When we make a promise, we mean it. We do what
we say we’re going to do when we say we’re going
bag lying in the roadway,
you came across a pile of
opened it up, saw a
cash just lying around and
promised. It’s how we build trust, relationships and a
WAY Now, speaking of delivery... who’s up for a double no one was there to see the Kalispell Police Department. The money —
bunch of money, and
positive reputation. We deliver. Every Time!
immediately zipped the
what you did with it? For
two TTEC employees the
bag back up and called
answer was easy: Do the Right Thing and return it.
pepperoni and mushroom?
Weight Watchers.
Jennifer in Springfield, Missouri, found $200 thousands of dollars — was a bank deposit for
in the company’s parking lot and turned it in
to security. It belonged to someone who had Kudos to both Stacy and Jennifer for having
just cashed their paycheck. Stacy in Kalispell, the integrity to Do the Right Thing!
Integrity is doing the
right thing, even when
no one is watching.
- C.S. Lewis
72 Do the right thing Do the right thing 73
One World: Putting our words into action
Growing an Environmentally The proof is in the pudding, as they say. Here are just a few of the ways we’re
proving our commitment to sustainability.
and Socially Responsible Business
• Reduce, reuse and recycle every day:
o High efficiency equipment, auto-controls and temperature standards
o Motion sensor LED lighting
It’s a beautiful world and we’re all just living in it. Of course, that means we have a o Green cleaning practices
responsibility to take care of our planet and all of the people on it, so our world can o Recycled furniture and flooring
be strong for generations to come. After all, there’s no planet B. o Plus much more!
• Partner with energy consultants
Here, sustainability is part of everyone’s job every day. Our employees care:
• Hold vendors accountable to environmentally friendly practices
TTEC has a global footprint of 50,000 employees and collectively A little goes a long way, especially when each of our
can make a significant impact on the environment and the 50,000 employees does their part.
communities where we operate. I’m proud that the company fosters Here’s the impact we’ve made already, and we’re not stopping here!
a sustainability culture, and it’s heartwarming to see how our
centers around the world have embraced the charge.
What is the impact of our efforts?
- Rain Abueg, VP CultureCX
106 sites
>50k employees
My commitment is to ensure our site contributes to conserve
water and energy at all time. I always talk about in my team $3-6K 40-100%
how a drop of water saved can translate to a sustainable future. savings per site per year due to of recently purchased furniture
made from recycled materials
global standard temp settings
Imagine if one or 40 of the people I interact daily will have the
same mantra – that would sum up to a big saving! 16.1 15%
tons of recycled waste YOY reduction of
- Alex Crespo, Team Lead in US sites in Q4 2019 utilities consumption
74 Do the right thing Do the right thing 75
One World: Putting our words into action
Growing an Environmentally The proof is in the pudding, as they say. Here are just a few of the ways we’re
proving our commitment to sustainability.
and Socially Responsible Business
• Reduce, reuse and recycle every day:
o High efficiency equipment, auto-controls and temperature standards
o Motion sensor LED lighting
It’s a beautiful world and we’re all just living in it. Of course, that means we have a o Green cleaning practices
responsibility to take care of our planet and all of the people on it, so our world can o Recycled furniture and flooring
be strong for generations to come. After all, there’s no planet B. o Plus much more!
• Partner with energy consultants
Here, sustainability is part of everyone’s job every day. Our employees care:
• Hold vendors accountable to environmentally friendly practices
TTEC has a global footprint of 50,000 employees and collectively A little goes a long way, especially when each of our
can make a significant impact on the environment and the 50,000 employees does their part.
communities where we operate. I’m proud that the company fosters Here’s the impact we’ve made already, and we’re not stopping here!
a sustainability culture, and it’s heartwarming to see how our
centers around the world have embraced the charge.
What is the impact of our efforts?
- Rain Abueg, VP CultureCX
106 sites
>50k employees
My commitment is to ensure our site contributes to conserve
water and energy at all time. I always talk about in my team $3-6K 40-100%
how a drop of water saved can translate to a sustainable future. savings per site per year due to of recently purchased furniture
made from recycled materials
global standard temp settings
Imagine if one or 40 of the people I interact daily will have the
same mantra – that would sum up to a big saving! 16.1 15%
tons of recycled waste YOY reduction of
- Alex Crespo, Team Lead in US sites in Q4 2019 utilities consumption
74 Do the right thing Do the right thing 75
Creating a better tomorrow
Hmmm,
which organization
Have you ever had to cross a river waist deep to should I help out?
attend school? Or attended a school that didn’t
have a roof? Have you ever been unable to afford
new school clothes, school supplies or food for
lunchtime? If not, consider yourself fortunate.
Sadly, all around the world there are thousands
of children who aren’t as lucky. These are the
lives we at TTEC strive to positively impact — kids
from low-income communities who want more
for themselves but need help rising above their
circumstances. We believe that knowledge is
power and the best way to help them (and their
families and communities) is through education.
That’s why we focus the majority of our efforts on
providing students with access to the tools and
support they need to reach their full potential and
create a better tomorrow.
Foundation empowers employees to
make a difference
To support those in need around the world, we
created a non-profit entity in 2007 called the
TeleTech Community Foundation. The great
thing about the Foundation is that employees
decide where the money goes! Any employee in
any location can apply for a grant to support a
school or education-related organization that’s
important to them. Our goal is to make a positive
impact on others’ lives, but we find it makes an
equally meaningful impact on our own.
Education is the most powerful weapon
which you can use to change the world.
- Nelson Mandela
76 Giving back Giving back 77
Creating a better tomorrow
Hmmm,
which organization
Have you ever had to cross a river waist deep to should I help out?
attend school? Or attended a school that didn’t
have a roof? Have you ever been unable to afford
new school clothes, school supplies or food for
lunchtime? If not, consider yourself fortunate.
Sadly, all around the world there are thousands
of children who aren’t as lucky. These are the
lives we at TTEC strive to positively impact — kids
from low-income communities who want more
for themselves but need help rising above their
circumstances. We believe that knowledge is
power and the best way to help them (and their
families and communities) is through education.
That’s why we focus the majority of our efforts on
providing students with access to the tools and
support they need to reach their full potential and
create a better tomorrow.
Foundation empowers employees to
make a difference
To support those in need around the world, we
created a non-profit entity in 2007 called the
TeleTech Community Foundation. The great
thing about the Foundation is that employees
decide where the money goes! Any employee in
any location can apply for a grant to support a
school or education-related organization that’s
important to them. Our goal is to make a positive
impact on others’ lives, but we find it makes an
equally meaningful impact on our own.
Education is the most powerful weapon
which you can use to change the world.
- Nelson Mandela
76 Giving back Giving back 77
We think globally, and act locally — starting with remembering our roots.
Here are a few of the ways we support a better tomorrow for community
members near TTEC’s headquarters in Englewood, Colorado.
College Starts in Kindergarten
When you believe in children, they start to believe in themselves — no matter their
background. That’s why we’re proud to partner with University Prep in Denver, Colorado —
tuition-free public charter schools that focus on college the second a child walks through
their doors. Over the years, we have helped raise money for students from low-income
families who couldn’t afford their school uniforms. We have contributed modern technology
such as computers, iPads and whiteboards. We have purchased (and read!) books for the
students. And we have put on an annual winter holiday event filled with activities, music, Two other charter school
food and fun that we fondly call “Spirit of the Season.” networks we love to support are
DSST (Denver School of Science
We love and Technology) and STRIVE
making a Prep, which provide students of
difference! all backgrounds a high-quality,
college-preparatory education
and a future filled with promise.
The Spirit of the Season holiday
party is an absolute highlight of Spirit of the Season offers the
the school year. Our partnership with opportunity to collaborate with
TTEC is exactly what public/private colleagues while making a difference in Junior Achievement-Rocky
people’s lives. It embodies TTEC’s core
partnerships should look like. value “Act as One” and is a wonderful Mountain, which inspires and
prepares young people to
- David Singer, Head of University Prep. way to give back to the community. succeed in a global economy,
is another of our faves. And it
- Cindy C., TTEC Employee looks like they us back.
78 Giving back Giving back 79
We think globally, and act locally — starting with remembering our roots.
Here are a few of the ways we support a better tomorrow for community
members near TTEC’s headquarters in Englewood, Colorado.
College Starts in Kindergarten
When you believe in children, they start to believe in themselves — no matter their
background. That’s why we’re proud to partner with University Prep in Denver, Colorado —
tuition-free public charter schools that focus on college the second a child walks through
their doors. Over the years, we have helped raise money for students from low-income
families who couldn’t afford their school uniforms. We have contributed modern technology
such as computers, iPads and whiteboards. We have purchased (and read!) books for the
students. And we have put on an annual winter holiday event filled with activities, music, Two other charter school
food and fun that we fondly call “Spirit of the Season.” networks we love to support are
DSST (Denver School of Science
We love and Technology) and STRIVE
making a Prep, which provide students of
difference! all backgrounds a high-quality,
college-preparatory education
and a future filled with promise.
The Spirit of the Season holiday
party is an absolute highlight of Spirit of the Season offers the
the school year. Our partnership with opportunity to collaborate with
TTEC is exactly what public/private colleagues while making a difference in Junior Achievement-Rocky
people’s lives. It embodies TTEC’s core
partnerships should look like. value “Act as One” and is a wonderful Mountain, which inspires and
prepares young people to
- David Singer, Head of University Prep. way to give back to the community. succeed in a global economy,
is another of our faves. And it
- Cindy C., TTEC Employee looks like they us back.
78 Giving back Giving back 79
Giving back to the neighborhoods where our corporate office is located
is just the beginning. We strive to provide support and hope to every
community where we work and live around the world.
In Europe, employees in our
Consulting group rowed together
“as one” to raise money for Books are one of our
the Ahoy Centre-a charity favorite items to donate as
that teaches disabled and love of reading and
they encourage a lifetime
disadvantaged children life skills
through rowing and sailing. liked them anyway.
learning. Taylor obviously
In Canada, we helped provide
furnishings and appliances for
seven affordable housing units
for homeless youth.
What a wonderful resource
A picture is worth a thousand words! Students community. I just love it!
our company is to the
in the Philippines were excited to receive these
backpacks filled with school supplies.
- Tiffany G., TTEC employee
Before
Students aren’t always children. We also
In Sofia, Bulgaria we funded materials and environment. When a typhoon damaged a support adult education. At this Literacy help build a new kitchen for a
After
tutor costs for a creative writing and illustration
Center in Texas, we provided ESL (English
workshop for children without parental care.
In Mexico, we provided funds to
as a second language) students who work
Natural disasters can debilitate a learning
home for children who have been
receive online education from home.
Habitat for Humanity to help rebuild it. full time access to computers so they can removed from their families.
library in the Philippines, we partnered with
80 Giving back Giving back 81
Giving back to the neighborhoods where our corporate office is located
is just the beginning. We strive to provide support and hope to every
community where we work and live around the world.
In Europe, employees in our
Consulting group rowed together
“as one” to raise money for Books are one of our
the Ahoy Centre-a charity favorite items to donate as
that teaches disabled and love of reading and
they encourage a lifetime
disadvantaged children life skills
through rowing and sailing. liked them anyway.
learning. Taylor obviously
In Canada, we helped provide
furnishings and appliances for
seven affordable housing units
for homeless youth.
What a wonderful resource
A picture is worth a thousand words! Students community. I just love it!
our company is to the
in the Philippines were excited to receive these
backpacks filled with school supplies.
- Tiffany G., TTEC employee
Before
Students aren’t always children. We also
In Sofia, Bulgaria we funded materials and environment. When a typhoon damaged a support adult education. At this Literacy help build a new kitchen for a
After
tutor costs for a creative writing and illustration
Center in Texas, we provided ESL (English
workshop for children without parental care.
In Mexico, we provided funds to
as a second language) students who work
Natural disasters can debilitate a learning
home for children who have been
receive online education from home.
Habitat for Humanity to help rebuild it. full time access to computers so they can removed from their families.
library in the Philippines, we partnered with
80 Giving back Giving back 81
Every year in the
Philippines, employees
donate PTO (paid time
off) hours to support a
chosen cause for that year.
We call it Project Share.
Philippines They call it rewarding.
It’s hard to concentrate on learning when
you have a serious illness, don’t always In Ohio, children with
have a meal on the table, or don’t believe disabilities build physical
strength and self-confidence
you have what it takes to succeed. That’s through Youth Challenge
why, in addition to organizations directly activities sponsored, in part,
related to education, we also support by TTEC employees.
organizations that provide health-related
services and build self-esteem. We believe India
a better life starts with a healthy mind,
body and soul. From the Philippines, Getting your head
India and Ireland to shaved can be a big
Australia, London and
decision. But for this
North America, we run employee, the sacrifice
(okay, sometimes we was worth it because
walk or jog very slowly) she was helping to raise
to support various causes money for children’s We love to support our
around the world that cancer research. troops! In Springfield, MO,
change people’s lives for TTEC employees prepare
the better. Even our dogs food boxes for former
get into the spirit. military service members.
Australia
Ireland
In Colorado, employees chose
to sponsor Clothes to Kids,
which enables students from
low-income families to shop
Whether it’s a food in their store for free, new
drive or a blood drive, clothing that make them
feel more confident about
our employees are
North America always happy to help. attending school.
London
82 Giving back Giving back 83
Every year in the
Philippines, employees
donate PTO (paid time
off) hours to support a
chosen cause for that year.
We call it Project Share.
Philippines They call it rewarding.
It’s hard to concentrate on learning when
you have a serious illness, don’t always In Ohio, children with
have a meal on the table, or don’t believe disabilities build physical
strength and self-confidence
you have what it takes to succeed. That’s through Youth Challenge
why, in addition to organizations directly activities sponsored, in part,
related to education, we also support by TTEC employees.
organizations that provide health-related
services and build self-esteem. We believe India
a better life starts with a healthy mind,
body and soul. From the Philippines, Getting your head
India and Ireland to shaved can be a big
Australia, London and
decision. But for this
North America, we run employee, the sacrifice
(okay, sometimes we was worth it because
walk or jog very slowly) she was helping to raise
to support various causes money for children’s We love to support our
around the world that cancer research. troops! In Springfield, MO,
change people’s lives for TTEC employees prepare
the better. Even our dogs food boxes for former
get into the spirit. military service members.
Australia
Ireland
In Colorado, employees chose
to sponsor Clothes to Kids,
which enables students from
low-income families to shop
Whether it’s a food in their store for free, new
drive or a blood drive, clothing that make them
feel more confident about
our employees are
North America always happy to help. attending school.
London
82 Giving back Giving back 83
The TeleTech Community We’ve donated more than
Foundation was ranked $4 million
as one of the
Top Ten Corporate to various education-related Storytime . . .
organizations and other
Foundations in the causes since the TeleTech
State of Colorado Community Foundation
by the Denver Business inception in 2007. Santa’s Elves – Kids Giving to Kids
Journal for local
charitable giving. We’ve distributed
515 grants When an adult brightens When a child to pick a family to sponsor.
They then deliver the wish list
a child’s life, it makes a
difference. But when a child makes another items to the children in person
We’ve positively makes another child’s day, child’s day, the at one of the three locations
impacted the lives of the positive effects are even positive effects where the organization holds
thousands We’ve contributed to greater! This is the mission of are even greater! year-end events.
of students from charitable organizations in KidsGiving365, a nonprofit
low-income families 15 countries organization in Denver, Sometimes, however, there are
around the world Colorado that was created to more resident families in need
give kids a chance to see how their actions matter than there are giver families — which is where we
by getting them involved in community service. came in! Our grant ensured that 200 children who
were registered for the program, but ultimately
The TeleTech Community Foundation awarded not sponsored by community members, would still
KidsGiving365 a grant to help fund their be able to receive holiday gifts. It was a win-win
signature year-end giving program “Santa’s Elves, situation in which underserved children received
in which “giving” children and their parents are much-needed items such as coats, clothing, and
matched with “resident” families in need. In the shoes. Plus, “giver” children learned how good it
program, children go to the organization’s website feels to give back and be local heroes.
84 Giving back Giving back 85
The TeleTech Community We’ve donated more than
Foundation was ranked $4 million
as one of the
Top Ten Corporate to various education-related Storytime . . .
organizations and other
Foundations in the causes since the TeleTech
State of Colorado Community Foundation
by the Denver Business inception in 2007. Santa’s Elves – Kids Giving to Kids
Journal for local
charitable giving. We’ve distributed
515 grants When an adult brightens When a child to pick a family to sponsor.
They then deliver the wish list
a child’s life, it makes a
difference. But when a child makes another items to the children in person
We’ve positively makes another child’s day, child’s day, the at one of the three locations
impacted the lives of the positive effects are even positive effects where the organization holds
thousands We’ve contributed to greater! This is the mission of are even greater! year-end events.
of students from charitable organizations in KidsGiving365, a nonprofit
low-income families 15 countries organization in Denver, Sometimes, however, there are
around the world Colorado that was created to more resident families in need
give kids a chance to see how their actions matter than there are giver families — which is where we
by getting them involved in community service. came in! Our grant ensured that 200 children who
were registered for the program, but ultimately
The TeleTech Community Foundation awarded not sponsored by community members, would still
KidsGiving365 a grant to help fund their be able to receive holiday gifts. It was a win-win
signature year-end giving program “Santa’s Elves, situation in which underserved children received
in which “giving” children and their parents are much-needed items such as coats, clothing, and
matched with “resident” families in need. In the shoes. Plus, “giver” children learned how good it
program, children go to the organization’s website feels to give back and be local heroes.
84 Giving back Giving back 85
We are...
DONE You made it through this entire, awesome book!
Congratulations.
(Assuming you didn’t just flip to the last page, of course.)
Now you know what’s truly at the heart of
TTEC — our people, our purpose and the values
that have shaped us into who we are and who
we hope to become. Truth is, we’re not quite
done. We’re still a work in progress as we
continually strive to Reach for Amazing.
Welcome to TTEC!
Stay connected and help us tell our story to others . . .
#ExperienceTTEC #ExperienceTeleTech
(Philippines)
86 The TTEC Beat at the Heart of TTEC The TTEC Beat at the Heart of TTEC 87
We are...
DONE You made it through this entire, awesome book!
Congratulations.
(Assuming you didn’t just flip to the last page, of course.)
Now you know what’s truly at the heart of
TTEC — our people, our purpose and the values
that have shaped us into who we are and who
we hope to become. Truth is, we’re not quite
done. We’re still a work in progress as we
continually strive to Reach for Amazing.
Welcome to TTEC!
Stay connected and help us tell our story to others . . .
#ExperienceTTEC #ExperienceTeleTech
(Philippines)
86 The TTEC Beat at the Heart of TTEC The TTEC Beat at the Heart of TTEC 87
Awards Awards (Global) Awards (EMEA) Awards (APAC)
Analyst Accolades Industry Awards Industry Awards Industry Awards
Leader Magic Quadrant for Customer Management Best of Leaders. Best of the Global Outsourcing 100 GSA UK Top Employer of the Year Award 2018 Best People and Culture to Drive CX in Asia Pacific in
Contact Center BPO, Worldwide GSA UK Professional Award 2018 for Best Nearshore 2018
Mega Provider Competitive Landscape: Customer Wins 6 Stevie® Awards for Sales & Customer Service Team
Management BPO Services in 2019 GSA UK Top Performer 2018 in Service Provider Best Customer Experience Organization in Asia
- Silver: Contact Center or Customer Service Challengers category Pacific in 2017
Global Giant Now Tech: Omnichannel Customer Outsourcing Provider
Service Outsourcers - Silver: Best Use of Technology in Sales Best pan-European Contact Centre – Bronze Award Elected to PEZA Hall of Fame for Outstanding
- Silver: Sales or Customer Service Solutions Community Projects
Leader Contact Center Outsourcing PEAK Matrix
Technology Partner Wins 9 Stevie® Awards for Sales & Customer Service
Product Line Strategy Leadership Award - Bronze: Sales Outsourcing Provider in 2018 Service Excellence Company of the Year
Award for Customer Service Leadership - Bronze: Leadership or Management Training Circle of Excellence:
Practice Employee Engagement Strategy of the Year - Expatriate of the Year
High Performer Blueprint for Contact Center - Bronze: Customer Service or Call Center Training Outsourcing Partnership of the Year – TTEC and - Wellness Company of the Year
Operations Services Practice Fontem Ventures
#6 (Leader) Top 10 Front Office Customer AON Best Employer 2018 - Philippines
Engagement Operations Services Winner - 2019 Customer Contact Week Excellence Named to IAOP 2018 Global Outsourcing List of
#3 – Vision and GTM strategy Awards Australia – Best Training and Development World’s Best Service Providers Wins 9 Stevie® Awards for Sales & Customer Service
#4 – Depth and breadth of services Program in 2018
Leader Provider Lens Contact Center Report for Silver Award Chief Learning Officer Learning Elite Named to IAOP 2018 Global Outsourcing List of
Customer Service World’s Best Service Providers
Leader ISG Provider Lens: Contact Center/Customer Leader CRM Magazine 2019 Service Leader: Contact
Experience Services Global Quadrant Center Outsourcing 2019 Customer Contact Week Excellence Awards
Challenger Decision Matrix for Customer Australia - Best Training and Development Program
Engagement Platforms Best Nearshore Team at the GSA UK Professional
Awards 2018
Best of Enterprise Connect Product of the Year
Customer Awards Finalist – Humanify Digital Worker Factory
Best People and Culture to Drive CX in Asia Pacific in
USAA Strategic Supplier Excellence Award 2018
Multi-Year & Multi-Customer Wins for Customer Gold: Talent Management Award, Excellence in
Experience Delivery Excellence Community Service
Silver: Excellence in Partnership
Best Buy Customer Care Vendor of the Year for two
consecutive years Best Unique or Innovative Learning Program
Google Partners All-Star Award Training Outsourcing Watchlist
#1 for Customer Satisfaction by American Customer
Satisfaction Company Awards
Newsweek, Americas Best Customer Service 2019
Top 100 Companies with Remote Jobs (FlexJobs) -
Partner Awards 5th year in a row
Denver Business Journal – Top Corporate ✨
Foundations
North America Cloud Partner of the Year Denver Business Journal – Top Corporate
Philanthropists
Customer Care Partner of the Year by CiscoCloud
Contact Center Partner of the YearContact Spark of Change Award – Ultimate Medical Academy,
Center Partner of the Year - Overall RevenueBest in recognition of TTEC as a Top Healthcare Employer
Competitive Contact Center WinContact Center
Partner of the Year - US East Region, US South Region CompuTrabajo, Best Workplaces 2019
Best Culture of Learning GSA UK Awards 2018 - UK Employer of the Year
88 The TTEC Beat at the Heart of TTEC The TTEC Beat at the Heart of TTEC 89
Awards Awards (Global) Awards (EMEA) Awards (APAC)
Analyst Accolades Industry Awards Industry Awards Industry Awards
Leader Magic Quadrant for Customer Management Best of Leaders. Best of the Global Outsourcing 100 GSA UK Top Employer of the Year Award 2018 Best People and Culture to Drive CX in Asia Pacific in
Contact Center BPO, Worldwide GSA UK Professional Award 2018 for Best Nearshore 2018
Mega Provider Competitive Landscape: Customer Wins 6 Stevie® Awards for Sales & Customer Service Team
Management BPO Services in 2019 GSA UK Top Performer 2018 in Service Provider Best Customer Experience Organization in Asia
- Silver: Contact Center or Customer Service Challengers category Pacific in 2017
Global Giant Now Tech: Omnichannel Customer Outsourcing Provider
Service Outsourcers - Silver: Best Use of Technology in Sales Best pan-European Contact Centre – Bronze Award Elected to PEZA Hall of Fame for Outstanding
- Silver: Sales or Customer Service Solutions Community Projects
Leader Contact Center Outsourcing PEAK Matrix
Technology Partner Wins 9 Stevie® Awards for Sales & Customer Service
Product Line Strategy Leadership Award - Bronze: Sales Outsourcing Provider in 2018 Service Excellence Company of the Year
Award for Customer Service Leadership - Bronze: Leadership or Management Training Circle of Excellence:
Practice Employee Engagement Strategy of the Year - Expatriate of the Year
High Performer Blueprint for Contact Center - Bronze: Customer Service or Call Center Training Outsourcing Partnership of the Year – TTEC and - Wellness Company of the Year
Operations Services Practice Fontem Ventures
#6 (Leader) Top 10 Front Office Customer AON Best Employer 2018 - Philippines
Engagement Operations Services Winner - 2019 Customer Contact Week Excellence Named to IAOP 2018 Global Outsourcing List of
#3 – Vision and GTM strategy Awards Australia – Best Training and Development World’s Best Service Providers Wins 9 Stevie® Awards for Sales & Customer Service
#4 – Depth and breadth of services Program in 2018
Leader Provider Lens Contact Center Report for Silver Award Chief Learning Officer Learning Elite Named to IAOP 2018 Global Outsourcing List of
Customer Service World’s Best Service Providers
Leader ISG Provider Lens: Contact Center/Customer Leader CRM Magazine 2019 Service Leader: Contact
Experience Services Global Quadrant Center Outsourcing 2019 Customer Contact Week Excellence Awards
Challenger Decision Matrix for Customer Australia - Best Training and Development Program
Engagement Platforms Best Nearshore Team at the GSA UK Professional
Awards 2018
Best of Enterprise Connect Product of the Year
Customer Awards Finalist – Humanify Digital Worker Factory
Best People and Culture to Drive CX in Asia Pacific in
USAA Strategic Supplier Excellence Award 2018
Multi-Year & Multi-Customer Wins for Customer Gold: Talent Management Award, Excellence in
Experience Delivery Excellence Community Service
Silver: Excellence in Partnership
Best Buy Customer Care Vendor of the Year for two
consecutive years Best Unique or Innovative Learning Program
Google Partners All-Star Award Training Outsourcing Watchlist
#1 for Customer Satisfaction by American Customer
Satisfaction Company Awards
Newsweek, Americas Best Customer Service 2019
Top 100 Companies with Remote Jobs (FlexJobs) -
Partner Awards 5th year in a row
Denver Business Journal – Top Corporate ✨
Foundations
North America Cloud Partner of the Year Denver Business Journal – Top Corporate
Philanthropists
Customer Care Partner of the Year by CiscoCloud
Contact Center Partner of the YearContact Spark of Change Award – Ultimate Medical Academy,
Center Partner of the Year - Overall RevenueBest in recognition of TTEC as a Top Healthcare Employer
Competitive Contact Center WinContact Center
Partner of the Year - US East Region, US South Region CompuTrabajo, Best Workplaces 2019
Best Culture of Learning GSA UK Awards 2018 - UK Employer of the Year
88 The TTEC Beat at the Heart of TTEC The TTEC Beat at the Heart of TTEC 89
©2020 TTEC Holdings, Inc. All rights reserved.
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