Code of Ethics
CONTENTS
1. Code of Ethics Objectives............................................................................................................ 3
2. Our Culture.................................................................................................................................. 3
3. Ethical Relationships................................................................................................................... 4
3.1 Relationship with the Client................................................................................................ 4
3.2 Relationship with the Employee......................................................................................... 5
3.3 Relationship with the Investors and Stockholders............................................................. 5
3.4 Relationship with the Market and Competitors................................................................. 5
3.5 Relationship with Service Provider, Vendors and Partners................................................ 6
3.6 Relationship with the Community...................................................................................... 6
4. CSR committe............................................................................................................................. 6
5. Dealing with Ethical Issues.......................................................................................................... 6
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1. Code of Ethics Objectives
The objectives of this Code are to define the rules, conduct, actions, behavior and relationship that we
shall adopt (i) towards our employees, officers, service providers, vendors, clients, customers,
community (the places where we live, work or serve and the world at large), media, public agencies,
nonprofit organizations and shareholders and that (ii) our employees, officers, service providers,
vendors, clients, customers, community, media, public agencies, nonprofit organizations and
shareholders should adopt in order to ensure that Teleperformance makes a positive contribution to its
community, while enhancing its relationship with its employees, officers, service providers, clients,
customers, collective community, the media, public agencies and non-profit organizations.
For questions about its application, your manager is the first contact who can assist you in ethical
questions. If your manager is unavailable, you can address your questions to alternate local points of
contact (if applicable). You can also always submit all of your questions and comments to the
Corporate Social Responsibility Committee (the CSR Committee) at csr@[Link].
2. Our Culture
2.1. Our Values are our genetic code
Our values are at the very core of our corporate culture. Therefore, Teleperformance requires that
everyone within the organization follows them wholeheartedly at all times. Our values are:
Cosmos | INTEGRITY
Being true, authentic & living our values, since they are the pillars on which all of our
relationships are built.
I say what I do & I do what I say.
Earth | RESPECT
We cultivate what each has to offer, with respect generating respect.
I treat others with kindness and empathy.
Metal | PROFESSIONALISM
Through our quality and skill, we transform interactions into golden experiences.
I do things right the very first time.
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Air | INNOVATION
Change is the constant wind that fills our sails; we both embrace it and propose it.
I create & improve.
Fire | COMMITMENT
Commitment ignites our actions and drives our performance. It fuels our passion for a job
well done.
I’m passionate & engaged.
2.2. Diversity
Understanding, respecting and encouraging the diversity among our employees means that we allow
each individual to be himself/herself with their own cultural, religious, political and other personal
beliefs and in turn respects the cultural, religious, political and other personal beliefs of others as well.
Respect of diversity is part of our values and is present in all dealings with the company.
3. Ethical Relationships
All of our relationships should be based on respect for personal dignity, integrity and privacy (except
and subject to official security policies) of our clients, customers, shareholders, employees,
contractors, vendors, competitors and entities, regardless of position or title employed.
Any kind of discrimination, disqualification, intimidation or embarrassment is unacceptable.
3.1. Relationship with the Client
Teleperformance's relationship with its clients should be based on respect, transparency and a
profound sense of partnership.
We act following our values, always striving for excellence in service quality and complete
satisfaction in customer service.
Teleperformance highly values and protects the confidentiality of information provided by our
customers.
Teleperformance has built its success on the ability to deliver quality services that satisfies our clients
and their customers. We are very attentive to our clients’ needs and expectations and have set up
methods to measure full satisfaction of our clients. Teleperformance treats all clients on the same
business basis.
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3.2. Relationship with the Employee
Teleperformance offers equal career opportunities, regardless of origin, sexual orientation, gender, race, age,
religion, rank or membership with professional associations. It contributes to providing a safe and healthy
work environment, with freedom of expression with respect to the integrity and privacy of individuals, and
there is no tolerance for any kind of threat or harassment. It proposes preservation initiatives for health and
safety at work through anti-stress programs, health and sports activities and awareness programs. Furthermore
Teleperformance Premises Standard provides blueprints and detailed guidance in safety and security, lighting
and acoustics, proximity and hands-on management and employee wellbeing in work areas, common areas,
training and recruitment and particularly leisure areas. Teleperformance encourages and develops leadership as
a means of promoting the relationship between the various hierarchical levels, respects the rights of employees
and their relationship with the company, always based on trust and loyalty. Teleperformance’s employees are
fully aware of the responsibility for their activities and functions, not using their positions or inside
information to benefit themselves or others. They respect and protect the privacy and confidentiality of
information. They treat everyone as equals, with attitudes based on shared learning, cooperation and
transparency, making the work interaction pleasant and respectful with coworkers, contractors, service
providers and shareholders, regardless of rank. Teleperformance employees are committed to the company’s
purposes; they cooperate for its achievements and fulfill the company’s internal procedures, policies and
standards. We also encourage our employees to set an example of decency, fairness and integrity and to
promote the rules of this Code.
If you are an employee of Teleperformance and feel that your relationship with your manager or co-
workers does not comply with the above rules, feel free to contact the CSR Committee at
csr@[Link].
3.3. Relationship with the Investors and Stockholders
Teleperformance values transparent, accurate, and complete communication of truthful information and
allows the monitoring of activities and company performance to the extent permissible by law.
Teleperformance complies with local, state and federal laws in force and applicable to its business.
Our shareholders’ trust is key, and we ensure year after year that our commitments are fulfilled. Our
corporate team ensures that all governance rules that are applicable are duly met in a timely manner.
We comply with rules of compliance and in particular those relating to the independency of the
members composing our board of directors and special committees.
3.4. Relationship with the Market and Competitors
Teleperformance’s relationships with the market and its competitors are always based on fair and ethical
competitive practices in compliance with laws; predatory or dishonest behavior is not allowed.
The provision of information relevant to the company, promotion and disclosure of products and
services is strictly controlled by Teleperformance’s senior management. We intend to competitively
differentiate ourselves through the quality of our services and the outstanding relationship we build
with our clients and prospects. We respect the rules of fair competition with our competitors.
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3.5. Relationship with Service Provider, Vendors and Partners
The selection and contracting of service providers and vendors is based on free competition in
technical, professional and ethical standards, through pre-defined processes, following the internal
procedures of Teleperformance. Teleperformance service providers, vendors and partners are required
to adhere to the supplier code of conduct as applicable to them.
Teleperformance's relationships with its service providers are guided by ethical principles and respect
for the law, which aim at building long term relationships. We impose on our suppliers a similar level
of compliance with the social corporate responsibility rules by which we abide.
3.6. Relationship with the Community
The development and enhancement of the community, as well as the practice of citizenship, are
encouraged by Teleperformance through social and environmental actions that reinforce its position as
a corporate citizen.
4. CSR Committee
It is the responsibility of the CSR Committee to develop and disseminate relevant policies, to answer
questions, to analyze and stop any potential breach of this Code and to give instructions to implement
active measures to maximize compliance.
The CSR Committee can be contacted through the e-mail at csr@[Link].
5. Dealing with Ethical Issues
Teleperformance promotes alertness to ethical issues. Our endeavour is to take cognizance of the
ethical and reputational issues involved while doing business and attaining our vision.
If you notice any ethical concern about a market, opportunity or business operation, you should ask for
guidance. In particular, you should consider ethical issues in relation to:
• A new country or service line, or
• Any situation in which we, or someone in our supply chain may:
- Infringe human rights
- Compromise our legal and regulatory compliance, business integrity or cultural sensitivity
- Put our staff in harm’s way, or
- Breach any of our codes and / or policies or values.
If you come across any of the issues above, you must refer it to your Line Manager/ Talent
Excellance/Ethics Officer
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Our Responsibilities:
Teleperformance’s Responsibilities:
Wherever Teleperformance operates, we must comply with local laws and respect human rights and
dignity.
It is our responsibility to always act with integrity and honesty and with consideration for the eco
systems/environments, communities and societies we operate within.
Teleperformance shall provide:
• A working environment where our core values, codes and policies are actively supported;
• Confidential resources for everyone to get advice or report code violations and never knowingly
allow or encourage anyone to do anything that violates our code;
• Support and protect anyone who reports a violation or helps an investigation, and make certain
there is no retaliation of any kind against them;
• Mean to effectively deal with any concerns about conduct; and
• Opportunities to work only with partners, third parties, contractors and customers who share our
ethical behaviour
Employee’s Responsibility:
Every employee (includes Board of Directors and CEO) must:
• Know and live our code and values: read, understand and regularly review this Code;
• be responsible to deal on behalf of the company with professionalism, honesty, integrity as well as
high moral and ethical standards. Such conduct shall be fair and transparent to be perceived as such
by third parties;
• do all things that are becoming of an employee and are not detrimental or prejudicial to the interest
of Teleperformance or its subsidiaries;
• Make sure everyone who works for us or with us understands our codes and policies and knows
how to apply it;
• Apply good judgement to every situation, and ask relevant question where not sure what to do.
• Be alert to any code violations and promptly report them; and
• Co-operate fully if we ask you to help us investigate alleged violations.
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Manager’s Responsibility:
It’s up to each Manager to make sure everyone you manage:
• Knows about Our Code;
• Knows where there is a printed copy of our full Code at your workplace. The Code of Conduct is
also available on the company intranet
• Has gone through the code thoroughly
• Uses it whenever they are unsure about the right thing to do; and
• Lives it every day.
“Everyone” means all those within our network of business relationships. That includes suppliers,
third parties and customers. The Company depends on you too stay alert and watch out for any signs
that our Code is being broken in any part of the network where you work.
As a Manager you will be approached with questions for which you may not always have answers, do
not hesitate to ask your own line manager, talent excellance team, or relevant policy owner.
Someone who has had the courage to Speak Up must be supported, respected, and protected from any
kind of retaliation. This is a critical part of your job. Those who Speak Up must be treated as “heroes”,
this will go a long way to create a culture in which our code shapes our work and people
Our Code defines our culture. But as employee you make it alive.
“Our Code - Everyday, Everywhere.”
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