Climate Change Data

Environmental Metrics

ESG Focus Areas

• Environmental
• Social
• Economic

Environmental Achievements

• Achieved Carbon Neutral Certification in 2014 (first in the service center industry)
• Reduced energy consumption per capita by 1.09% from 2016 to 2017
• Reduced water consumption per capita by 0.41 m3 from 2016 to 2017
• Recycled 21 tons of materials annually
• 98% LED illumination achieved in all sites in 2017
• Installed 650 m² of solar panels

Social Achievements

• Graduated over 2500 students per year from English and technical academies, with over 90% securing jobs or promotions
• Public-private partnerships with the Public Education Ministry and Ministry of Labor and Social Security
• Launched SWIT (SYKES Women In Technology) program to increase women's participation in technology accounts
• Implemented Wellness 360 program offering fitness programs, nutrition consultations, and other employee well-being initiatives
• Received the “Vivir la Integración” seal from the Costa Rican Presidency for work with refugees

Governance Achievements

• Established a sustainability committee divided into environmental, social, and economic groups
• Implemented internal policies and procedures aligned with Costa Rican Law, SYKES code of conduct, and universal human rights
• Outsourced legal advice to ensure compliance with all applicable laws
• Regular internal and external audits to ensure compliance with regulations

Climate Goals & Targets

Environmental Challenges

• Water consumption increased in 2017 compared to 2016
• One complaint for client data misuse

Mitigation Strategies

• Implemented automatic water monitoring system in all sites to detect and address leakages
• Strengthened data protection measures through risk management department, code of ethics, and internal policies

Supply Chain Management

Supplier Audits: All registered suppliers filled out an evaluation form on social responsibility and environmental practices.

Responsible Procurement

• Sustainable purchasing program requiring certifications proving compliance with environmental standards

Climate-Related Risks & Opportunities

Physical Risks

• Not disclosed

Transition Risks

• Not disclosed

Opportunities

• Not disclosed

Reporting Standards

Frameworks Used: GRI Standards

Certifications: Carbon Neutral Certification, Bandera Azul

Third-party Assurance: Not disclosed

UN Sustainable Development Goals

• Goal 4 (Quality Education)
• Goal 8 (Decent Work and Economic Growth)
• Goal 10 (Reduced Inequalities)
• Goal 13 (Climate Action)

Academies and professional growth programs improve English and technical knowledge for better employment, contributing to social equality, exports, and reduced poverty.

Sustainable Products & Innovation

• Not disclosed

Awards & Recognition

• National Award to the Services Exporter – CADEXCO (2014)
• Carbon Neutrality Statement – INTECO G35 (2014)
• Excellence Award: Gold Route – Costa Rica Industries Chamber (2015, 2016)
• Gender Equity Stamp – ONU Women and INAMU (2016)
• Excellence Award: Market & Client Focus – Costa Rica Industries Chamber (2017)
• Excellence Award: Human Talent Focus – Costa Rica Industries Chamber (2017)
• Corporate Social Responsibility Award: Sykes & Technical Academies – CADEXCO (2017)
• 2017 Central American & Caribbean Contact Center Outsourcing Services Company of the Year Award - Frost & Sullivan

Environmental Metrics

ESG Focus Areas

• Environmental
• Social
• Governance

Climate Goals & Targets

Environmental Challenges

• Lack of knowledge of ESG-related risks across the entity and limited cross-functional collaboration between risk management and sustainability practitioners.
• ESG-related risks are managed and disclosed by a team of sustainability specialists and viewed as separate or less significant than conventional strategic, operational or financial risks – leading to a range of biases against ESG-related risks.
• The challenge of quantifying ESG-related risks in monetary terms.

Mitigation Strategies

• This guidance is designed to help risk management and sustainability practitioners apply enterprise risk management (ERM) concepts and processes to ESG-related risks.

Supply Chain Management

Climate-Related Risks & Opportunities

Physical Risks

• Extreme weather events
• Water crises
• Natural disasters

Opportunities

• Opportunities in clean tech
• Opportunities in green building
• Opportunities in renewable energy

Reporting Standards

Frameworks Used: COSO ERM Framework, ISO 31000, GRI Standards, Greenhouse Gas Protocol, International Integrated Reporting Council’s (IIRC) Integrated Reporting Framework, Natural Capital Protocol, Social & Human Capital Protocol, Sustainability Accounting Standards Board (SASB) Standards, Recommendations of the Task Force on Climate-related Financial Disclosures (TCFD)

Environmental Metrics

ESG Focus Areas

• Economic
• Social
• Environmental

Environmental Achievements

• Reduced total energy consumption by 2.2510 Terajoules (9% less than 2019)
• Reduced total GHG emissions by 49% compared to 2020
• Achieved Carbon Neutrality certification
• Reduced water consumption by 5% compared to 2020
• 90% of supplies were eco-friendly

Social Achievements

• Achieved INTE G35:2012 Social Responsibility Management System certification
• English Academy trained 7456 students, with 1563 hired
• Tech Academy graduated 1052 students in technical careers
• SWIT program increased women's participation in technical accounts from 13.5% in 2016 to 28% in 2021
• Promoted 1212 associates (34% women)

Governance Achievements

• Implemented Integrated Management Systems Policy
• Established mechanisms for advice and concerns about ethics
• Maintained operations under the Costa Rican Free Trade Zone Regime

Climate Goals & Targets

Environmental Challenges

• High employee turnover (4274 associates terminated employment)
• Adaptation of processes due to the merger with Sitel Group
• Implementation of a proper process management approach
• Maintaining high levels of motivation during process adoption
• Water stress in Liberia location

Mitigation Strategies

• Implemented various talent attraction and retention initiatives (e.g., academies, employee value proposition)
• Integrated different management systems
• Developed a new tool for document management
• Implemented operational controls for water consumption and discharge (e.g., BMS, rainwater harvesting)
• Contracted water from private companies during water rationing

Supply Chain Management

Supplier Audits: Not disclosed

Responsible Procurement

• Sustainable Suppliers Manual with social, economic, and environmental criteria

Climate-Related Risks & Opportunities

Physical Risks

• Not disclosed

Transition Risks

• Not disclosed

Opportunities

• Not disclosed

Reporting Standards

Frameworks Used: GRI Standards: Comprehensive option

Certifications: ISO 14001, ISO 50001, ISO 14064, Carbon Neutral Company, INTE G35: Social Responsibility Management System

Third-party Assurance: Not disclosed

UN Sustainable Development Goals

• Not disclosed

Not disclosed

Sustainable Products & Innovation

• Not disclosed

Awards & Recognition

• 2019 Costa Rican Chamber of Industries – Excellence Award
• UNHCR Award - Vivir la Integracion seal
• INAMU & ONU: Gender Equality award
• MINAE: Carbon Neutrality