Climate Change Data

Environmental Metrics

Social Achievements

• ISO 9001:2008 (Quality Management System) renewed; ISO 27001:2005 (Information Security Management) transitioned and certified to ISO 27001:2013 at Chennai location; PCI DSS compliance certifications renewed at Chennai and Manila locations; Manila location certified for ISO 27001:2013; ISAE 3402 re-certified for HR BPO business.

Governance Achievements

• Established a Vigil Mechanism / Whistle Blower Policy; Annual performance evaluation of Board, Committees, and individual Directors; Compliance with Clause 49 of the listing agreement.

Climate Goals & Targets

Environmental Challenges

• Losses incurred during the year; 45% decrease in exports revenue in USD terms due to ramp down of a major customer; Attrition rate of 33%; International economic downturn; Low-cost competition; Proposed changes in legislation; Protectionist measures; Increased competition and pricing issues in the domestic market; Threat of taxation on outsourcing firms; Decline in international market demand; Pricing and volume reduction pressures; Exchange rate fluctuations; Country-specific regulations; High employee attrition; Shortage of quality manpower.

Mitigation Strategies

• Added clients with better pricing, resulting in a 33% increase in domestic revenues; Expanding HR BPO services to new geographies; Increased marketing activity; Hedging strategies; Compliance with registrations/renewals concerning telemarketing and collection licenses in the US; Compliance with relevant provisions governing call centre business in India; Monitoring and compliance with STPI/Customs/Labor laws and State laws; Investments in state-of-the-art infrastructure and equipment; Measures to mitigate attrition; Extended learning from the international segment to the domestic market; Processes to ensure right candidates are hired, trained, and retained.

Supply Chain Management

Climate-Related Risks & Opportunities

Environmental Metrics

ESG Focus Areas

• Governance

Governance Achievements

• Established a document retention policy in accordance with the Companies Act, 2013 and SEBI (LODR) Regulations, 2015.

Climate Goals & Targets

Supply Chain Management

Climate-Related Risks & Opportunities

Reporting Standards

Frameworks Used: Companies Act, 2013, SEBI (LODR) Regulations, 2015

Environmental Metrics

ESG Focus Areas

• Not disclosed

Environmental Achievements

• Not disclosed

Social Achievements

• Not disclosed

Governance Achievements

• Full compliance with SEBI (LODR) Regulations 2015.
• Established a Vigil Mechanism / Whistle Blower Policy.

Climate Goals & Targets

Environmental Challenges

• High employee attrition (36%).
• Global slowdown affecting international outsourcing division.
• Exchange rate fluctuations between INR and USD.
• Indian taxation risks.
• Legal and contractual risks related to US regulations.
• Client credit risk.
• Infrastructure risks (equipment, power, telecom network).

Mitigation Strategies

• Investing in employee training and retention initiatives (Mentor-Mentee system, Individual counselling).
• Increased marketing efforts for international outsourcing.
• Adopting hedging strategies and using foreign currency bank balances.
• Ongoing efforts to comply with statutory requirements and using external consultants.
• Compliance with telemarketing and collection licenses in the US.
• Due client qualification process and regular follow-up on collections.
• Adequate backups and redundancy measures for infrastructure.

Supply Chain Management

Supplier Audits: Not disclosed

Responsible Procurement

• Not disclosed

Climate-Related Risks & Opportunities

Physical Risks

• Not disclosed

Transition Risks

• Not disclosed

Opportunities

• Not disclosed

Reporting Standards

Frameworks Used: Null

Certifications: ISO 9001:2008, ISO 27001:2013 (Chennai and Manila), PCI DSS (Chennai and Manila), ISAE 3402

Third-party Assurance: Not disclosed

UN Sustainable Development Goals

• Not disclosed

Not disclosed

Sustainable Products & Innovation

• Not disclosed

Awards & Recognition

• Not disclosed

Environmental Metrics

ESG Focus Areas

• Not disclosed

Environmental Achievements

• Not disclosed

Social Achievements

• Not disclosed

Governance Achievements

• Not disclosed

Climate Goals & Targets

Environmental Challenges

• Attrition (industry-wide concern)
• Global slowdown and Covid-19 pandemic impacting CLM International business
• Competition and pricing pressure in CLM Domestic business
• Exchange rate fluctuations between INR and USD
• Indian taxation risks
• Customer credit risk (higher due to Covid-19)
• Country-specific regulations (especially in the US)
• Infrastructure risks (equipment obsolescence, power outages, telecom network instability)
• Human resources risk (high attrition, skills gap)

Mitigation Strategies

• Increased focus on employee retention through engagement measures, campus drives, seminars, revamped referral policy, diversity bonus
• Increased marketing activity (feet on street sales force, marketing team)
• Focus on strategic contracts with higher rates in CLM Domestic business
• Hedging strategies, bank balances in foreign currency
• Increased share of domestic revenue
• Due client qualification, regular follow-up on billing and collections, provisions for uncollectible amounts
• Compliance with US regulations (telemarketing, debt collection, etc.), internal monitoring, US attorneys
• Compliance with Indian regulations (DOT approval, Do Not Call Registry)
• Backups and redundancy measures for IT and telecom equipment, AMCs, insurance
• Tie-ups with skill development institutes, recruitment efforts

Supply Chain Management

Supplier Audits: Not disclosed

Responsible Procurement

• Not disclosed

Climate-Related Risks & Opportunities

Physical Risks

• Not disclosed

Transition Risks

• Not disclosed

Opportunities

• Not disclosed

Reporting Standards

Frameworks Used: Indian Accounting Standards (Ind AS)

Certifications: ISO 9001:2015, ISO 27001:2013, PCI DSS, HIPAA (Chennai facility)

Third-party Assurance: Deloitte Haskins & Sells

UN Sustainable Development Goals

• Not disclosed

Not disclosed

Sustainable Products & Innovation

• Not disclosed

Awards & Recognition

• Not disclosed