Climate Change Data

Environmental Metrics

ESG Focus Areas

• Environmental
• Social
• Governance

Environmental Achievements

• Developed a more flexible hybrid working model, reducing the impact of commuting on the environment
• Reduced usage of printers and photocopiers
• All offices and communal working areas lights are LED, with energy efficient and motion sensor lighting

Social Achievements

• Increased employee engagement through regular surveys and feedback mechanisms
• Adopted a balanced hybrid work approach, improving employee well-being
• Supported local and national charities (DENS, The Salvation Army, Disasters Emergency Committee), raising money and contributing to community investment

Governance Achievements

• Maintained PCI-DSS Level 1 Service Provider status for 12 consecutive years
• Implemented robust cyber security controls and a dedicated Security Operations Centre
• Complied with the Quoted Companies Alliance Corporate Governance Code (QCA Code)

Climate Goals & Targets

Environmental Challenges

• Cybersecurity threats
• Business process or system interruptions
• Dependence on key clients
• Economic uncertainty impacting new business contracts
• High demand for skilled personnel

Mitigation Strategies

• Established physical and logical security controls, rigorous cybersecurity controls, and a dedicated Security Operations Centre
• Comprehensive business continuity plans and incident management programmes
• Close monitoring of contract performance, churn, and renewal success with all customers
• Stronger pipeline of new business opportunities
• Competitive compensation and benefits programmes, employee engagement surveys, and career development plans

Supply Chain Management

Climate-Related Risks & Opportunities

Sustainable Products & Innovation

• Secure Chat
• Digital Payments
• CallGuard Express
• CallGuard On-Demand

Environmental Metrics

ESG Focus Areas

• Products
• Security First Governance
• Culture
• Environmental Responsibility

Environmental Achievements

• Transitioned to renewable energy supplies for all energy contracts managed directly.
• Completed and published our first carbon reduction plan and set targets to achieve net zero by 2045.
• Invested in one of our US datacentres, which will reduce our carbon footprint due to the enhanced technology.

Social Achievements

• March 2022 completed an employee survey. Results were shared with employees in April 2022 and three key focus areas identified.
• Members of the Leadership team led each of the three key focus areas and used focus groups with representation from across the business to develop action plans. All actions from the focus areas were delivered in the year.
• Encouraging our team to fundraise through the year for local charities in the UK and US.

Governance Achievements

• PCI-DSS Level 1 Service Provider for 13 successive years.
• Dedicated Security Operations Centre monitoring our security posture both internally and externally.
• Maintained and renewed all the Groups ISO certifications and Cyber Essentials.

Climate Goals & Targets

Environmental Challenges

• Increasing regulation regarding the management of personal data and the financial impact of data breaches and fraud growing.
• Shift to home-based agents creates new data security challenges, driving significant new opportunities.
• The inability to execute in NA, winning new clients and implementing the wider Customer Engagement Data Security Solutions for clients, could have a material impact on the Group’s results.

Mitigation Strategies

• Eckoh is well placed to navigate these data security challenges, working behind the scenes as a ‘sales enabler’, converting sales in a secure way on behalf of an increasingly diversified and global client base.
• Within Eckoh’s new solutions suite, our real-time transcription solution will offer sentiment analysis and AI-led agent assistance, which ensures that all customers can be triaged and dealt with swiftly and effectively, without compromising their customer experience or the security of their personal data.
• The Group sets clear targets for growth expectations for the NA business. We continually assess our performance and adapt our approach, taking into account our actual and anticipated performance. Product offerings are being extended to expand the reach of the services offered in NA. Cloud-based solutions have been adopted to ensure Eckoh offer all potential solutions that clients may demand.

Supply Chain Management

Climate-Related Risks & Opportunities

Sustainable Products & Innovation

• Secure Call Recording product
• Cloud-based solutions

Environmental Metrics

ESG Focus Areas

• Products
• Environmental Responsibility
• Security First Governance
• Culture

Environmental Achievements

• Completed the digitalisation project in our US datacentres, which will reduce our carbon footprint due to the enhanced technology.
• Exited the acquired Syntec datacentre, moving to the cloud.
• Pre-planning application submitted for the Hemel office, the first stage of the exit from the office space.
• Initiated marketing activity to exit the Syntec Office space.
• Scope 2 – indirect emissions have decreased, as expected, as we have closed one of the Syntec data centres.
• The number of employees using their own vehicles for client visits and commuting to the office has decreased and where appropriate employees are using rail transport instead.

Social Achievements

• Investing in our teams to attract and retain the best talent, during the year - we bought all team members in the technology team together for the Tech Summit.
• Building on the learning and development initiative from last year, we have trialled and launched online training hubs and specific training platforms for developers.
• Encourage our team to fundraise through the year for local charities in the UK and US.

Governance Achievements

• PCI-DSS Level 1 Service Provider for 14 successive years.
• Dedicated Security Operations Centre (SOC) monitoring our security posture both internally and externally.
• Maintained and renewed all the Groups ISO certifications and Cyber Essentials. Secured the Cyber Essentials Plus certification.
• Completed gap analysis of requirements from PCI DSS version 3.2.1 and Version 4.0.
• Actioned all identified gaps to be PCI DSS version 4 ready by the required date of 31st March 2024
• Trialled an online learning platform specifically focussed on security awareness.

Climate Goals & Targets

Environmental Challenges

• Loss or inappropriate usage of data
• Interruptions in business processes or systems
• Risk of non-compliance with legal and industry standards
• Loss or infringement of intellectual property rights
• Dependence on recruitment & retention of highly skilled personnel
• Technological & product development
• Dependence on key clients
• Executing the NA opportunity
• Exchange rate fluctuations
• Damage to reputation

Mitigation Strategies

• Established physical and logical security controls across all operating locations with rigorous cyber security controls and a defence in-depth approach.
• Dedicated Security Operations Centre function provides Group-wide monitoring, recruitment and training schemes and active threat hunting.
• Comprehensive business continuity plans and incident management programmes are maintained to minimise business and operational disruptions.
• Continually audit, review and enhance our controls, processes and employee knowledge to maintain good governance and to comply with legal requirements and industry standards.
• The Management team reviews key individuals regularly and career development plans are put in place for individuals.
• Compensation and benefits programmes are reviewed annually as part of the Annual Budget process and key individuals have been granted share awards as part of their benefits package to ensure Eckoh remains competitive in the marketplace.
• The Group is committed to continued research and investment in both existing and new products & technology to support its strategic plan.
• We mitigate this risk by monitoring closely our contract performance, churn and renewal success with all customers by maintaining strong relationships.
• The Group sets clear targets for growth expectations for the NA business. We continually assess our performance and adapt our approach, taking into account our actual and anticipated performance.
• Regularly review and assess our exposure to changes in exchange rates.
• We address this risk by recognising the importance of our reputation, attempting to identify any potential issues quickly and address them appropriately.

Supply Chain Management

Responsible Procurement

• Supplier code of conduct

Climate-Related Risks & Opportunities

Sustainable Products & Innovation

• Cloud-based solutions