best practices researchsullivan is proud to present the 2014 latin america green excellence award in...

BEST PRACTICES RESEARCH

© 2014 Frost & Sullivan 1 “We Accelerate Growth” fac


© 2014 Frost & Sullivan 2 “We Accelerate Growth”

Frost & Sullivan’s Global Research Platform

Frost & Sullivan is in its 50th year in business with a global research organization of 1,800

analysts and consultants who monitor more than 300 industries and 250,000 companies.

The company’s research philosophy originates with the CEO’s 360-Degree Perspective™,

which serves as the foundation of its TEAM Research™ methodology. This unique approach

enables us to determine how best-in-class companies worldwide manage growth,

innovation and leadership. Based on the findings of this Best Practices research, Frost &

Sullivan is proud to present the 2014 Latin America Green Excellence Award in Contact

Center Outsourcing to Teleperformance Colombia

Significance of the Green Excellence Award

Key Industry Challenges Addressed by Green Excellence Strategies

There are ongoing strategies, tactics, and practices that demonstrate how being green can

positively affect a company’s profit margins and demonstrate a strong stand on responsible

energy usage and environmental stewardship. Contact centers do not have manufacturing

facilities, and thus are not major industrial polluters with huge, glaring opportunities to

affect global climate change. However, as call centers are mostly enterprises with a large

number of people housed in commercial buildings, there are several initiatives that can be

undertaken by them to ensure a green environment.

The simplest and least expensive way to save energy is by turning off lights, computers that

are not in use, and turning down thermostats. Employee involvement is crucial to ensure

GREEN EXCELLENCE

LATIN AMERICA

CONTACT CENTER OUTSOURCING

Presented to

TELEPERFORMANCE

Colombia CONNECTA Phase II

NORTH AMERICA

CONTACT CENTER OUTSOURCING

Presented to

West Corporation



success, and contact center agents and managers often come up with the most creative

ideas. Frost & Sullivan research shows that in general, buildings account for:

• 65% of electricity consumption

• 36% of energy use

• 30% of greenhouse gas emissions

• 30% of raw materials use

• 30% of waste output

• 12% of potable water consumption

Environmental benefits are important, and companies therefore want to be known for

having green practices. Outsourcing companies in the contact center industry are

challenged to pursue business processes (including green ones) that lead to value

generation and branding awareness, while contributing towards expanding the customer

base as well as improving profits.

In 2014, green consciousness has permeated customer care outsourcers worldwide and

will pose several challenges for C-level executives, call center directors, and top

management. Green initiatives in the contact center space are growing at a rapid pace

with the realization that a large carbon footprint is difficult to justify and costly to

maintain.

Many service providers have set carbon reduction targets but do not know where to start or

how to achieve them. They are asking themselves a number of challenging questions:

“What issues should we look at first? How will the efforts be benchmarked and measured? Is

there a positive return on investment and how soon are we going to achieve that? What are

the potential savings and will it be enough to create a sustainable impact? Are there any

easy opportunities?

Frost & Sullivan research shows that for the customer care outsourcing sector, the level of

green activity varies widely from company to company. In green parlance, the companies

struggle to achieve the basic 3 R’s—reduce, reuse, and recycle. While many call centers

have just begun to educate themselves and have started employee motivation and

awareness programs, others are further down the path. Frost & Sullivan believes that a high

level of CEO and top management commitment is necessary in order for green initiatives to

take hold within an outsourcing organization. It is expected that identifiable contact centers

that are moving forward with Earth-friendly initiatives and CEO support will do so with an

eye toward making business as well as environmental sense. Frost & Sullivan research

indicates that it takes from 18 months to 2 years to get sufficient internal company

momentum to begin realizing tangible results.



Impact of Green Excellence Award on Key Stakeholders

The Green Excellence Award is a prestigious recognition of Teleperformance’s

accomplishments in contact center outsourcing. Unbiased, third-party recognition can

provide a profound impact in enhancing brand value and accelerating Teleperformance’

growth. As captured in Chart 1 below, by researching, ranking, and recognizing those

who deliver excellence and best practices in their respective endeavors, Frost & Sullivan

hopes to inspire, influence, and impact three specific constituencies:

Investors

Investors and shareholders always welcome unbiased and impartial third-party

recognition. Similarly, prospective investors and shareholders are drawn to

companies with a well-established reputation for excellence. Unbiased validation is

the best and most credible way to showcase an organization worthy of investment.

Customers

Third-party industry recognition has been proven to be the most effective way to

assure customers that they are partnering with an organization that is leading in its

field.

Employees

This Award represents the creativity and dedication of Teleperformance’s executive

team and employees. Such public recognition can boost morale and inspire your

team to continue its best-in-class pursuit of a global number #1 competitive

position for Teleperformance.



Chart 1: Best Practices Leverage for Growth Acceleration

Best Practice Award Analysis for Teleperformance

The Frost & Sullivan Award for Green Excellence is presented each year to the company

that has demonstrated excellence in developing and offering innovative product, service,

or technology solutions that address the concerns of climate change. This award

recognizes the company's inordinate efforts and focus on advancing the cause of long-

term sustainability.

Teleperformance’s Market Performance in Customer Care Outsourcing

Teleperformance is a public company and its shares are traded on the New York Stock

Exchange (NYSE) Euronext Paris market. The company boasts an industry-best 5A1 Dunn &

Bradstreet rating. The Teleperformance Group today operates 230 contact centers in 46

countries. This includes 110,000 computerized workstations, with more than 149,000 full-

time equivalent employees. Teleperformance manages customer interactions in more than

63 languages and dialects on behalf of major international companies operating in 78

markets around the world. This makes Teleperformance the leading global customer care

provider in the world.



Key Performance Drivers for Teleperformance

The Teleperformance Group is being recognized for the Green Excellence Award based on

the design and operation of 4 Leadership in Energy and Environmental Design (LEED)

certified contact center sites (named CONNECTA A, B, C and F. The last 2 buildings will be

receiving the Silver certification by July 2014) in Bogota, Colombia. With CEO Daniel Julien’s

vision and support, Teleperformance re-built and re-designed 2 existing buildings

(CONNECTA A and B) in 2011 and later completed the construction of its 2 newest buildings

(CONNECTA C and F). The campus, housing all 4 buildings, will have a total capacity of

3,510 workstations. No competitor in the business process outsourcing (BPO) industry has

taken on such a large green building project for a contact center campus worldwide. This

extensive green project has been beneficial for all stakeholders—employees, clients, and

prospects—as operational costs have been reduced and customer satisfaction scores have

increased.

Factor 1: Executive Level Leadership

Going green takes a great deal of energy and coordination, along with efficient top-level

leadership. It is not an easy task to build and manage a set of environmentally friendly

goals that everyone in the organization can support and sustain.

However, the internal mantra of Teleperformance is “we have to go green”. Employees

assume responsibility for protecting nature and the environment. The company’s Citizen of

the Planet (COTP) is the company’s initiative for protecting nature and lessening the impact

on the environment. COTP is focused on carbon footprint reduction. Furthermore,

Teleperformance’s CEO, Daniel Julien, challenges his employees with this statement:

“Teleperformance is going to be the undisputed green contact center company.”

Leading by example, employees are encouraged through a corporate social responsibility

(CSR) induction program. In this program, employees are encouraged and recognized for:

Switching to energy-efficient lighting at home

Carpooling with friends and colleagues

Using public transportation

Buying fuel-efficient vehicles

Using solar energy at home

Purchasing energy-efficient refrigerators and home air conditioners

In 2012, Teleperformance Colombia became the first subsidiary of the Teleperformance

Group with a LEED-certified contact center. The construction and re-design of CONNECTA’s

green building sites was spearheaded by the following Teleperformance Executives:



Juan Rodrigo Hurtado Penagos - CEO, Teleperformance Colombia

Gabriel Toscana - Head of the Teleperformance Global CSR Environmental Sub-

Committee

Omar Ladino - CIO, Teleperformance Colombia

This green initiative has been so successful that the company continues to expand its

efforts. By March 2014, Teleperformance will have more than 3,000 operating workstations

in the CONNECTA complex.

Factor 2: LEED Green Building Certification

In 1998, the US Green Building Council undertook the daunting task of developing and

administering the LEED family of rating systems. These ratings were focused on appraising

sustainable building achievements with an integrated “whole building” approach. The LEED

Green Building Rating System™ encourages and accelerates global adoption of sustainable

green building and development practices through the creation and implementation of

universally understood and accepted tools and performance criteria. It provides external

assurance that buildings are designed utilizing strategies for continuous performance

improvement in several areas of impact, such as energy savings, efficient water usage, CO2

emission reduction, improvement of interior environment quality, and adequate resource

management.

While LEED is not the only standard for Green Building Rating Systems™ (other examples

are Green Globes or breeam), it focuses on:

Site planning

Water management

Energy

Material use

Indoor environmental quality

LEED rating systems have 4 levels (certified, silver, gold, and platinum) and are

developed through an open, consensus-based process led by LEED committees. The

systems are used by architects, real estate professionals, facility managers, engineers,

interior designers, landscape architects, construction managers, lenders, and government

officials.

Among many others, green buildings offer several important benefits:

Resource optimization

Increased employee satisfaction (E-SAT)

Improvement of health and wellness



Reduced operational costs

Increase in property value

Access to public incentives and programs

Corporate social responsibility

Customers/prospective customers like it

The Consejo Colombiano de Construcción Sostenible (CCCS), a private organization, was

created in Colombia in 2008. The mission of the CCCS is to lead the transformation of the

construction activities in Colombia towards green building sustainability. Currently, there

are approximately 100 projects in the process of LEED certification in Colombia.

Factor 3: Location, Environmental Conservation and Savings

The CONNECTA contact center site is strategically located next to the El Dorado

International Airport. It is an accessible and highly connected location at the heart of

Bogotá’s fastest growing economic district—Avenida El Dorado. This site is conveniently

situated in close proximity to a major public rail transportation hub—the Transmilenio Main

station and the “Ciclovia” (the Bogotá cycling road). The Ciclovia also borders the campus.

CONNECTA is qualified as a transit-oriented development (TOD). This is important for

Teleperformance employees, who are among the 1.8 million people who use Transmilenio

every day to commute to work.

The CONNECTA campus location selection was an important part of the “going green” plan,

which helped reduce CO2 emissions drastically. In fact, its highly connected location means

that only 3% of the current workforce uses their own cars to travel to work, while in other

Teleperformance sites (such as some in Mexico) as much as 50% of its employees use

personal vehicles to commute to work.

All CONNECTA Teleperformance Colombia buildings share the following characteristics:

Implementation of green roofs on each building

Energy-efficient lighting that reduces energy consumption

Natural ventilation systems that reduce energy consumption and improve air quality

Recycling facilities to reduce solid waste

Sustainable material usage

Low-consumption toilets and efficient faucets to control water consumption

Facades that improve natural light and outside views

Reductions in the total carbon footprint

Rain and residual water recirculation and treatment

Designs with thermal and acoustic isolation



In terms of cost savings and environmental conservation, these LEED buildings have

delivered dramatic results. For example, the energy usage in the campus sites has

decreased by 30% in 1 year. The LEED-certified buildings use a tremendous amount of

natural light, have the latest technology and energy-saving light bulbs, utilize highly

efficient air conditioning systems, and cultivate green rooftops. The green rooftops allow the

buildings to reduce heat emission, lowering the site’s overall temperature level.

On another important note, water consumption has been reduced by more than 40% during

2013. Rain water is being treated and reused in the campus toilets as a result of the

implementation of waterless urinals and efficient faucets.

Finally, LEED-certified call centers are directly correlated to higher employee satisfaction (E-

SAT) ratings. A green and sustainable place to work not only creates a more positive and

enthusiastic work environment but the annual E-SAT survey results from the CONNECTA

campus actually were 6% above the average when compared to the rest of the Colombian

centers in 2013, when the net promoter score (NPS) was measured.

Factor 4: Future Sustainability

The leadership team at Teleperformance has made a pledge to sustainability—going green

and staying green—and believes that such a strategy is crucial to establishing the

company's image in the marketplace, workplace, and community.

The Teleperformance COTP is being taking seriously within the company and has proven to

achieve real results and an impact on the environment. Lower energy consumption, higher

efficiency, better wellbeing, and lower carbon emissions, among others, are key priorities

for Teleperformance. In fact, all subsidiaries in the world (46 countries) report their carbon

footprint yearly.

Teleperformance has also been committed to the global compact (UNGC) since July 2011,

which is a strategic policy initiative of the United Nations to align businesses with human

rights, labor, environment, and anti-corruption principles. In order to embrace and adhere

to the universal principles of the UNGC, the company formally launched the

Teleperformance Corporate Social Responsibility Committee. This committee is responsible

for creating and overseeing the Worldwide Corporate Social Responsibility (CSR) Group

strategy efforts, which includes developing the necessary policies and ensuring compliance.

Conclusion

Going green is not an easy task nor is it an inexpensive one. This is true especially in the

outsourcing industry where contact centers are viewed as “cost centers.” However, in 2012,

Teleperformance Colombia became the 1st subsidiary worldwide with a LEED-certified

contact center.



The CONNECTA campus location selection was an important part of the company’s “going

green” plan, helping to reduce CO2 emissions drastically. Also, the amount of energy used

in the campus sites decreased by 30% and the water consumption was reduced by more

than 40% in 2013. Finally, LEED-certified call centers have a direct and positive impact on

employee satisfaction (E-SAT) ratings.

Based on the design, construction, and operation of its LEED-certified CONNECTA contact

center sites as part of its environmental conservation commitment, Frost & Sullivan is

proud to present the 2014 Latin America Green Excellence Award in Contact Center

Outsourcing to Teleperformance Colombia.

The CEO 360-Degree PerspectiveTM

- Visionary Platform for Growth

Strategies

The CEO 360-Degree Perspective™ model provides a clear illustration of the complex

business universe in which CEOs and their management teams live today. It represents

the foundation of Frost & Sullivan's global research organization and provides the basis on

which companies can gain a visionary and strategic understanding of the market. The CEO

360-Degree Perspective™ is also a “must-have” requirement for the identification and

analysis of best-practice performance by industry leaders.

The CEO 360-Degree Perspective™ model enables our clients to gain a comprehensive,

action-oriented understanding of market evolution and its implications for their companies’

growth strategies. As illustrated in Chart 5 below, the following six-step process outlines

how our researchers and consultants embed the CEO 360-Degree Perspective™ into their

analyses and recommendations.



Chart 5: How the CEO's 360-Degree Perspective™ Model Directs Our Research



Critical Importance of TEAM Research

Frost & Sullivan’s TEAM Research methodology represents the analytical rigor of our

research process. It offers a 360-degree view of industry challenges, trends, and issues by

integrating all seven of Frost & Sullivan's research methodologies. Our experience has

shown over the years that companies too often make important growth decisions based on

a narrow understanding of their environment, leading to errors of both omission and

commission. Frost & Sullivan contends that successful growth strategies are founded on a

thorough understanding of market, technical, economic, financial, customer, best

practices, and demographic analyses. In that vein, the letters T, E, A and M reflect our

core technical, economic, applied (financial and best practices) and market analyses. The

integration of these research disciplines into the TEAM Research methodology provides an

evaluation platform for benchmarking industry players and for creating high-potential

growth strategies for our clients.

Chart 6: Benchmarking Performance with TEAM Research

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth

and achieve best-in-class positions in growth, innovation and leadership. The company's

Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined

research and best-practice models to drive the generation, evaluation and implementation

of powerful growth strategies. Frost & Sullivan leverages 50 years of experience in

partnering with Global 1000 companies, emerging businesses and the investment

community from more than 40 offices on six continents. To join our Growth Partnership,

please visit http://www.frost.com.

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