Environmental, Social & Governance (ESG)

At Foundever, we’re a force for good

Our Environmental, Social & Governance (ESG) strategy at Foundever is driven by our core values.

Creativity

Through the creativity of our people, we seek new ways to make the complex simple. Every day, our people rise to the challenge of finding new ways of working to create the best experiences between brands and their customers. Through an environment of inclusive idea creation, we’re a pacesetter in our industry, leading and driving changes that genuinely impact people’s lives for the better. From employability, community development and data security to environmental, waste management and sustainability, we’re driving change with our stakeholders on a broad range of materiality topics.

Commitment

As a member of the United Nations (UN) Global Compact, we’re committed to the UN Sustainable Development Goals (SDGs) and being a responsible global organization for our stakeholders. We understand the importance and urgency of this global initiative and how Foundever plays a critical role in impacting quality of life and global sustainability. Within a culture of accountability and integrity, we lead by example and aim for the peak in everything we do. Setting goals and meeting targets that are measurable, achievable and challenging is how we hold ourselves accountable for creating a bigger impact. With a commitment to always do better as our North Star, we’re constantly learning and improving to make a greater impact for the good.

Connection

Through our ESG strategy, we’re making stronger connections. As we share experiences, our connection to each other is grounded and strengthened in earning trust through transparency. With a strong commitment to being a force for good, we act with compassion to make a difference. Our collective effort toward shared goals and experiences connects the beneficial impact we make across our broader global network of employees, clients, communities, vendors, shareholders and prospects.

Our associates around the world connect as a global #ForceForGood to make an impact for a better tomorrow.

Environmental

We protect our environment and our natural resources through more efficient planning and operations.

Social

We empower our teams, creating opportunities for growth and pathways for future success.

Governance

Through community programs, we promote corporate citizenship and grow prosperity within teams and the places we work.

Leading our global change

ESG isn’t only about what’s done, but how it gets done. Creating a long-term impact via ESG requires leadership. It means not settling for second best in any aspect of operations and it requires a peak mindset — setting and achieving goals beyond regulatory compliance.

The Foundever ESG strategy is led, managed and executed by several cross-functional committees and groups across the globe including a global steering committee and local ESG groups for input, accountability and cultural alignment.

Foundever ESG corporate governance

At Foundever, we know a strong corporate governance balances the needs of our people, clients, shareholders and communities.

Setting the tone from the top, the ESG Steering Committee includes executive sponsors for each strategy topic. This committee sets accountability for the organization, communicates progress to the board and reviews and approves three-, five- and 10-year goals. The ESG Steering Committee regularly aligns with our board of directors, CEO, Strategy Committee and Risk & Compliance Committee.
Our ESG topic champions are part of Working Groups. These groups review and set policies by collecting and verifying data in addition to recommending global targets and goals.

Closely aligned to our Global Sustainability & ESG team, our Sustainability Network consists of local ESG champions with a working knowledge of ESG topics in their country, including regulations, law, certifications and internal networks.
The Foundever Sustainability Committees are formed at the country level and include material topic experts. These experts are determined by each country in terms of headcount and country regulations.

Environmental

Net zero

Foundever is committed to the goal of Science Based Target initiative (SBTi) of 1.5 Celsius by 2050. Today, our teams are taking steps to greatly reduce greenhouse gases (GHG) across our operations and supply chain, all using GHG protocol and Global Reporting Initiative (GRI) frameworks.

Electricity consumption

Every day, we aim to decarbonize our operations, transition to renewable energy and increase consumption efficiencies.

Waste management

We’re reducing and recycling waste by implementing end-of-life processes, donating and recycling electronic waste and making an effort to better use our resources.

Water management

We’re reducing and recycling waste by implementing end-of-life processes, donating and recycling electronic waste and making an effort to better use our resources.

We’re committed to creating a lasting impact in the communities in which we live and work.

Health & safety and working conditions

As stated in our Global Code of Conduct & Ethics, the health and safety of our employees, contractors, suppliers and the public are of utmost importance to Foundever. This reflects our commitment to providing all our associates with a safe and healthy work environment. We comply with all applicable health and safety laws and regulations and are committed to providing a safe and healthy work environment that minimizes work-related injury. Our employees are entitled to work in a place that’s free from harassment, discrimination, harsh treatment and acts or threats of violence. It’s our goal to promote an environment that encourages open communication, promotes mutual respect and teamwork and develops leaders. To ensure safe working conditions across our supply chain, we require all our supply chain partners to adhere to our Global Code of Conduct & Ethics. We recognize that physical working conditions are coupled with mental health demands and continue to promote wellness and work-life balance with our employees.

Learn more about EverBetter by Foundever, our global wellness program connecting our teams across the globe as well as our CX Everywhere approach that enables our associates to have more flexibility with a hybrid approach to working from home and within one of our locations.

Learn more

Human rights, diversity, equity & inclusion

Our values represent the foundation on which we aim to achieve in the moments that matter. At Foundever, we:

Respect human rights.
Avoid causing or contributing to adverse human rights impacts through our own activities and address such impacts when they occur.
Seek to prevent or mitigate adverse human rights impacts that are directly linked to our operations, products or services by our business relationships, even if we haven’t contributed to those impacts.

We’re passionate about becoming the world’s most inclusive BPO provider. We prioritize inclusion and diversity amongst our associates to ensure we provide the best quality experiences and innovative services for our customers.

We operate across verticals and geographies. While we must act locally — engaging with local culture and part of the story of the communities in which we work — we’re a global team. We bring together different backgrounds, different experiences and different skill sets that contribute to our success.

Our people are our most valuable asset; the collective sum is greater than that of our individual differences, life experiences, knowledge and personalities. Our diversity creates:

Better decisions
Better experiences
Better outcomes

Talent attraction, retention & development

At Foundever, experiences are everything. We are committed to enable our people to create their best moments. Learn more on our careers page.

Employability & community development

We make an impact via employment. By partnering with education, government and impact-sourcing organizations, we provide access to educational, financial and social resources around the globe. We create opportunities for individuals to join our teams in full-time careers.

Language proficiency programs
We train hundreds of participants in non-native languages to support future employment in the CX sector.
- Total graduates: 53,988 (15+ years)
- Hired: 27,833 (15+ years)
Learning academies
We invest in programs and activities to develop skills for work in our communities including access to e-learning platforms, charitable donations and technical engineering training.
Tuition support
We aid in education via scholarships to dependents of our employees and tuition reimbursements for our associates.
Impact hubs
Also known as Prosperity Hubs, by deploying our CX Everywhere model, we provide employment opportunities in distressed communities in the U.S. and other impact countries.

Governance

We’re committed to protecting our people and our clients. We stand up for what is right, speak up when something is wrong and hold each other accountable.

Data Privacy

The Foundever Data Privacy Website Policy is strictly enforced to protect the information of our associates, shareholders and clients. Adhering to the policy requires transparency around the collection, sharing and usage of personal information, cookies and social media data. Our policy also reinforces our commitment to resolve any issues concerning online data privacy.

Data security

Protecting your customers and business means working with partners as committed to data security as you are.

Value chain sustainability

Foundever is committed to ethical business practices and a comprehensive system of internal controls in our value chain sustainability strategy. This strategy commits us to conduct our purchasing and contracting activities in a manner that is:

Compliant with laws, regulations and our company policies
Accountable and auditable
Ethical, environmentally and socially responsible
Cost-effective

Ethics & anti-corruption

Foundever is committed to promoting a culture based on integrity, transparency and good governance wherever we do business.

We have set clear rules that we urge our associates, including directors and officers within the organization, to follow. We share these rules with our supply chain, which we expect to act in compliance with our values and principles, including strict adherence to applicable laws.

Anti-corruption policy and program

At Foundever, we have zero tolerance for corruption and influence peddling. Our Anti-Corruption Policy is aimed at each and every one of our internal stakeholders. This policy applies to all associates attached to Foundever or any of its controlled companies.

The policy is based on the applicable legislation (in accordance with the French law of 9 December 2016 on transparency, anti-corruption and economic modernization and known as the “Sapin II” law, the U.S. Foreign Corrupt Practices Act, the U.K. Bribery Act) and on the best international practices.

Based on risk mapping, conducted at least once a year, the policy is regularly updated. Further, training is conducted, in particular for the most exposed associates and whenever possible for our external stakeholders, and controls of the proper performance of our internal procedures are conducted.

Global standards & certifications

At our core, Foundever has invested in creating equal prosperity for our +170,000 employees, their families and the communities in which we live and work. We work tirelessly to ensure global human rights and cultivate an atmosphere of diversity, equity and inclusion.

2022 CDP Scores: C
EcoVadis: France (Gold), U.S. (Bronze), U.K. (Bronze)
Human For Client Certification Label (French-speaking market)
UN Global Compact Member (Est 2011)
ISO 14001:2015 Certified (Costa Rica, Galashiels U.K.)
ISO 14064-1:2018 Certified (Costa Rica)
ISO 26000 Standard
ISO 27001:2013 Certified (multiple countries and operations)
ISO 50001:2018 Certified (Costa Rica and El Salvador)
INTE G35:2012 (Costa Rica)
U.K. Energy Savings Opportunity Scheme (ESOS) Phase 1 (2018)
U.K. Energy Savings Opportunity Scheme (ESOS) Phase 2 (2019)
TIA Assessor: Silver
SEDEX Member

Reporting & Policies

Operating within clear guidelines for ethical and respectful conduct is of the utmost importance to Foundever, our clients and our people. Through continuous education, open communication and adherence to our Code of Conduct, we have established ourselves as a trusted partner and employer of choice.

With these guidelines at the forefront of our operations and purpose, we encourage individual growth both personally and professionally. We aim to provide full equality for all associates through management practices and operational procedures.