Environmental, Social & Governance (ESG)

At Foundever, we’re a force for good

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 organisation 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.

REPORT

Read our latest ESG Report

For more information on Foundever initiatives and progress.

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

Environmental

We protect our environment and 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 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 organisation, 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

We believe sustainable development requires balancing good stewardship in the protection of human health and the environment with the need for profitable growth of its operations.

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 decarbonise our operations, transition to renewable energy and increase consumption efficiencies. Foundever has set a commitment to reduce 25% of our Scope 2 emissions by 2030.

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 working towards better uses of resources in operations, such as rainwater collections and reuse, and implementing strategies to combat increasing water scarcity.

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

Creating the best moments at Foundever

At Foundever, we enable our people to create their best moments and we believe that every action you take, no matter how small, can have a significant impact. These actions may seem insignificant at the time, but they define our own experiences. Learn more on our careers page.

Create your best moments is our employee value proposition we bring to life for our people. Through our academies, ways of training and transparent performance measurement, we aim to create fair chances within our communities through jobs and educational opportunities. We inspire and support our people’s growth through continuous mentorship and talent development. Foundever has an excellent global employee satisfaction (eNPS) rating of +50 for two consecutive years. (A positive eNPS is considered” good” and a higher than 20 is considered “excellent.”)

Through our Foundever stories, our associates around the world share their personal experiences. This channel features real stories from real people and the positive impact that our employee experience has on our being part of the Foundever family. This online community fosters a sense of belonging amongst peers with inspirational testimonials recognising individual accomplishments, overcoming adversity and thriving in an inclusive workplace.

Foundever celebrates culture and inclusivity

We are a people-centric organisation made up of 150,000 associates around the world. Championing human rights is an important part of our culture. Human rights are the most fundamental rights every person can have. As a member of the United Nations Global Compact we are committed to ensuring the human rights of our employees and the customers we support are respected in order to deliver the best experiences. Everyone is entitled to these rights, without discrimination.

Foundever Human Rights and Diversity, Equity and Inclusive statement

Around the world, Foundever celebrates local culture and takes pride in treating everyone with dignity and respect. Our collective experiences are greater than our individual differences. Foundever values innovation, inclusivity, equity and respect, celebrates associates’ achievements and facilitates communication and connection. Our organisation is stronger when we actively embrace a truly global team as our people are our greatest asset.

Rights
We provide everyone the right to work, we do not discriminate. We provide equitable opportunities for financial improvement and career growth.
Safety
We celebrate that Foundever provides a safe environment where associates can come to work as their true self.
Respect
Our culture is based on dignity and respect, regardless of any kind of distinction, such as race, color, gender, sexual orientation, language, religion, political or another opinion, national or social origin, property, birth or other status.

Foundever is committed to work, safety and wellbeing

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 minimises 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 recognise that physical working conditions are coupled with mental health demands and continue to promote wellness and work-life balance with our employees.

Foundever creates a positive impact in our communities around the world

We make an impact via employment. By partnering with education, government and impact-sourcing organisations, 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 are 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 & security

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.

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 organisation, 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 & 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 modernisation 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.

Whistleblowing

We have zero tolerance for unethical behaviour and corruption in any form. Any possible conduct violations viewed as unethical, illegal, in violation of professional standards or otherwise inconsistent with Foundever policies and procedures including human rights and environmental issues, which may affect the moral or physical integrity of its employees, can be reported using EthicsPoint for further investigation. This third-party, 24-hour website is available to report ethical violations anonymously via the website or telephone (for which a list of numbers per country is provided on the website).

Global standards & certifications

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

2022 CDP Scores: C
EcoVadis: France (Gold), Germany (Bronze), 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
SOC Type 1 and 2 Certification (Global)
HITRUST/HIPAA (Global)
PCI Certification/ Compliance/PCI-DSS v3.x (Global)
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.