Social Responsibility Report
LATAM 2020 LATAM Corporate profile SOCIAL RESPONSIBILITY REPORT LATAM 2020 2
This social responsibility report compiles the impact in Latin America of SYKES Enterprises, Inc., a multinational company with operations in Brazil, Colombia, Costa Rica, El Salvador, and Mexico.
SYKES goes beyond generating capital, employment, and new business. It's committed to growing sustainably alongside its employees, shareholders, the local communities, and society by managing its operations responsibly and controlling and reducing their impact in all the countries it operates.
This report compiles key indicators in the three sustainability dimensions: Mexico economic, social, and environmental, from January 1st to December 31st, 2020, in the five countries mentioned above and all its sites, employees, operations, clients, El Salvador and stakeholders. Costa Rica Colombia If you have any questions or suggestions regarding this report, you can write to: [email protected] Brazil LATAM Corporate profile SOCIAL RESPONSIBILITY REPORT LATAM 2020 3
LATAM
Clients: 56
Employees: 12,252
Seating capacity: 11,796
Operating since: 1999
Sites in operation: 12
Size: 69,185.57 m²
Locations: Brazil, Colombia, Costa Rica, El Salvador y Mexico
Operating hours: 24/7
BRAZIL COLOMBIA COSTA RICA EL SALVADOR MEXICO LATAM Corporate profile SOCIAL RESPONSIBILITY REPORT LATAM 2020 4
Dear Stakeholders: of days, we were forced to change our way of doing things, redefine our operations, and reinvent ourselves for the future. In just a few weeks, we The year 2020 brought many implemented the work-from-home system, moving changes and challenges and almost 75% of the employees to their homes. In countries like El Salvador and Mexico, we had to outstanding achievements and adjust to the government decisions, which satisfactions in all the LATAM significantly impacted their operation. On top of that, countries that are part of the SYKES we had to overcome cybernetic incidents and implement additional safety measures. To keep our family. Our responsibility towards clients' trust, we need to protect the business and business sustainability, the health and their sensitive information. work of the employees, and the Despite these situations, SYKES LATAM and its service commitment to our customers people overcame all obstacles and fears, showed was and will always be present their commitment, and stepped up to the challenge. In the process, all areas of the organization were despite the impact that COVID-19 had involved. They adjusted to the new normal through on our families, the economy, and our these heroic e orts by making support teams, taking operations. equipment to the employees' homes, and virtualizing training sessions and academies. In most cases, service levels were unchanged, and some COVID-19 even improved. What seemed impossible in our region became a reality. We can confidently say that Starting 2020, inevitably and almost immediately, we work-from-home will be an additional way to provide had to adjust to the pandemic challenges. In a matter service in Latin America. Flora Solera Chief Operations O cer | SYKES Latin America LATAM Corporate profile SOCIAL RESPONSIBILITY REPORT LATAM 2020 5
A year of growth and achievement For a family, their most important challenge is to be able to develop their future generations, ensuring that they have financial income and a better quality of life. Although 2020 was unprecedented, we were able to implement 14 new business Second, economic sustainability is embodied in the growth of the business. In lines in the region. That allowed us to reach our financial goals by almost 100% other words, in the present, this means introducing new capabilities that allow us and opened the doors to create more than 1,000 jobs. Additionally, we were able to be even more successful and attract financial gains. In this way, we can invest to face the new COVID-19 related costs required to maintain sustainability, safety, in new sources of work, development of communities, prosperity, and strengthen and the health of all employees. the value chain of our suppliers. Not least, we will also continue to promote environmental protection, actions against global warming, waste management, At the operational level, SYKES implemented several initiatives to make us more use of renewable energy, and e cient technology through our ISO management e cient and help us meet our client's long-term needs and new expectations, systems. such as cloud and predictive technologies, shared services, financial area controls, talent attraction, quality, and tools to support our work-from-home For 2021, SYKES LATAM has very clear goals, aligned with the corporate vision: employees. Business evolution, implementation of new technologies with digital solutions, specialization in teleworking, and making the operation processes more e cient. Finally, SYKES' social responsibility program, ComprometeRSE, which has been in A successful company continues to grow, promoting development, social mobility, place for more than two decades, proved to be an essential support for business and above all, creating jobs. Our contribution and investment will continue to sustainability. In the roughest months of the pandemic, the program focused on support the economies of each country and rea rm the commitment to supporting employees whose families were a ected and communities hit by continuous improvement, strengthening the industry and the well-being of our natural disasters. Additionally, e orts continued in the development and equality employees, closing inequality gaps, and reducing poverty in our region. I invite of women, providing new job opportunities with programs such as SEED (SYKES you, interested parties, other companies, and business partners to read this report EDUCATION & EMPLOYABILITY DEVELOPMENT) and SWIT (SYKES WOMEN IN to learn more about the contribution we generate in all the countries that make up TECHNOLOGY). Specifically, this action was recognized by the 2020 Stevie our region. Awards in the "Development and Promotion of Women" category. In addition, other well-known initiatives such as Tech Academy, SYKES Academy, and LEAP Additionally, I motivate them to promote and implement similar projects in their continued to be fruitful and successful. Furthermore, we presented our first LATAM communities and businesses. Corporate Social Responsibility report in 2019, showing the best of our results and initiatives. There are many opportunities to participate. In this way, we increase the impact, and we improve together. Our responsibility is to do and promote these actions Sustainability because it is the right thing to do and it will make us all, collectively, have a better world. Looking forward, business sustainability will continue to be the foundation of everything we do. It is a clear vision: survival, growth, and protection of the environment. Initially, we will continue to care about the people, their families, and the communities where we operate. Motivating healthy lifestyles, development, financial stability, quality of life, and job mobility. Flora Solera Chief Operations O cer | SYKES Latin America LATAM Corporate profile SOCIAL RESPONSIBILITY REPORT LATAM 2020 6
Company profile SYKES Enterprises Incorporated was founded in 1979 in the United States of America. Its head o ce is in Tampa, Florida. SYKES provides outsourcing solutions to clients with a worldwide presence. The Corporation is present in all continents and has more than 51,600 employees in 23 countries.
Mission SYKES in the world Europe, Middle East, and Africa Significantly improve the business of our brand partners and help consumers • Over 40 years of experience (EMEA) find and use the products and services they need by combining the power of • More than 51,600 employees • Central and Northern Europe: machine intelligence with human ingenuity to modernize, optimize and integra- • Publicly traded company (trades in Germany, Norway, Sweden, te customer touchpoints across the commerce value chain. NASDAQ “SYKE”) Denmark, Finland, Poland and • 66 global centers Cyprus. Vision • 23 countries (more than 40 To be known throughout the world as a company that creates meaningful languages) • Global EMEA: Hungary, Romania, connections between brands and consumers, makes a positive impact in the • Over $1.6B revenue in 2020 The United Kingdom and Egypt. lives of our people, and is a responsible and respected corporate citizen. Asia Pacific (APAC) North America • Australia Purpose • Canada • China • United States of America • India act as one • The Philippines Latin America (LATAM) answer the challenge • Brazil • Colombia ensure every person matters • Costa Rica • El Salvador make each moment count • Mexico
serve with thought + heart SYKESHome: work-from-home model • North America – Canada and the United States create a spirit of trust • EMEA: Denmark, Finland, Germany, Hungary, Italy, Netherlands, Norway, Romania, Sweden, and the United Kingdom be current • APAC: Australia, China, India, and the Philippines • LATAM - Brazil, Colombia, Costa Rica, El Salvador and Mexico LATAM Corporate profile SOCIAL RESPONSIBILITY REPORT LATAM 2020 7
Regional Presence | LATAM
SYKES Brazil SYKES Colombia SYKES Costa Rica 1 site in operation 1 site in operation 6 sites in operation 2,383 m² 5,818 m² 28,686 m² Clients: 11 Clients: 6 Clients: 16 Employees: 435 Employees: 1,210 Employees: 5,447 Seats: 525 Seats: 965 Seats: 4,672 $4M in revenue $25M in revenue $152M in revenue
SYKES El Salvador SYKES Mexico 2 sites in operation 2 sites in operation 17,751 m² 14,547.57 m² Clients: 11 Clients: 12 Employees: 3,507 Employees: 1,653 Seats: 3,200 Seats: 2,434 $72M in revenue $26M in revenue
SEP 95 DEC 04 OCT 08 FEB 10 NOV 13 DEC 15 DEC 16 JUN 17 MAR 18 OCT 20 SYKES acquired SYKES opened a SYKES started After acquiring Operations start A new site opens SYKES Colombia SYKES opens a SYKES opens a SYKES Costa Rica ACER new location in operations in ICT Group, the with a new in San Pedro, opens a second new site in Mexico new site starts operations Information El Salvador Curitiba, Brazil number of building in Costa Rica floor (154 seats) (313 seats) El Salvador in Liberia Services in employees grew Barranquilla, (710 seats) (230 seats) Costa Rica in Costa Rica and Colombia operations started in Mexico LATAM Corporate profile SOCIAL RESPONSIBILITY REPORT LATAM 2020 8
Industries served according to percentage of sales in 2020
Financial services Technology Transportation Communications Health Retail Other 38% 34% 12% 10% 5% 1% 1%
Services provided by language (percentage of transactions) Services provided by region (percentage of transactions)
English 60.0% United States / Canada 59.6%
Spanish 32.0% Global 17.1%
Portuguese 7.8% Local 16.0%
French 0.2% Regional 7.3%
Services provided by contact channel type (percentage of transactions) Services provided by the type of contact (percentage of transactions)
Inbound calls 65.6% Customer Service 69.6%
Outbound calls 18.1% Sales 18.9%
Chats 9.0% Technical Support 11.6%
E-mail 5.4%
Tickets 1.9% LATAM Governance structure SOCIAL RESPONSIBILITY REPORT LATAM 2020 9
Governance structure
Chuck Sykes The Regional Chief Operations O cer President and CEO manages SYKES LATAM, who reports directly to the President and CEO of SYKES Enterprises, Inc.
The regional governance structure is divided into two main areas: country Flora Solera Kathia J. Rodríguez operations and regional support. Chief Operations Regional O cer, LATAM Executive Assistant Country operations: The General Direc- tors in each country lead the operations, and they each have leadership teams.
Regional support: Consists of regional directors for Finance and Comptroller, Human Capital and Communications, Performance Excellence and Quality, Information Technology and Market Intelli- gence, and Business Development. Colombia Brazil Costa Rica Auxiliadora Zúñiga Dennis Arciniegas Both teams follow the regional strategy, Wendy Quesada Alejandro Arciniegas Senior Director, Regional Vice President, Human Capital Operations Director, Vice President, Finance & Comptroller & Communications, LATAM which is aligned to SYKES’ global strategy, South America Area Operations and report the progress of initiatives, goals, and indicators directly to the Chief Operations O cer. Regional Support Country Operations
El Salvador Mexico Gustavo Esquivel Federico López Beatriz Peralta Omar Castro Senior Director, Regional IT Senior Director, Regional Vice President, Area Operations Director, Area Operations Operations, Performance Excellence LATAM Regional strategy SOCIAL RESPONSIBILITY REPORT LATAM 2020 10
Regional strategy | SYKES LATAM 2020
1. Growth: 3. Drive digital transformation:
The focus is to set achievable financial goals and replace SYKES is committed to making significant investments in cloud businesses harmed by the pandemic, especially in El technology, digital solutions, and streamlining operating processes. Salvador and Mexico. In addition, SYKES will explore new opportunities to develop centers and service models and develop jobs to provide opportunities, economic growth, and social mobility. 4. Optimize and prepare 2. Execute on core workforce for today and the business future:
Increase specialization in the work-from-home modality, Develop employees in the work-from-home modality, invest more in ensuring the safety and emotional well-being of virtual academies, and train employees for leadership positions, employees; promoting the implementation of shared keeping in mind SYKES' vision and commitment to sustainability and services. promoting the ComprometeRSE corporate responsibility program initiatives. Protecting sensitive customer information will continue to be a priority in addition to strengthening the value proposition as an employer of choice. LATAM Governance structure SOCIAL RESPONSIBILITY REPORT LATAM 2020 11
Sustainable development model | SYKES LATAM
The sustainable development model is in e ect in the five countries SYKES The last step of the model is the participation of our employees. The "Volunteer operates in, and it is framed within the three sustainability dimensions. The local Star" program involves employees in social projects oriented in the Action Areas leadership teams lead the implementation of programs and practices guided by through participation and volunteer hours. the Action Areas.
The regional programs and practices seek to impact the goals proposed in the Sustainable Development Goals by the United Nations.
Sustainability is SYKES' vision and the desired state. Business prosperity and economic growth should go hand in hand with environmental protection and social well-being, resulting in social mobility that reduces poverty and inequality.
SOCIAL ENVIRONMENTAL ECONOMIC
SYKES is committed to strengthen the competencies SYKES is involved in the personal and SYKES is committed to the environment, our ACTION and skills of the communities where we do business to professional growth of its people. clients’ businesses and the value chain of its AREAS foster social mobility. operation.
Learn Academy LATAM Medio Ambiente PROGRAMS & STANDARDS Talent Management Internal of CONDUCT TMS System Promotions LET’S TALK ABOUT IT Eliminación PRACTICES RESPECT SECURITY SAFETY ETHICS de residuos y ENERGÍA reciclaje RENOVABLE Privacidad Transparencia de datos de los y seguridad procesos
U.N. SUSTAINABLE DEVELOPMENT GOALS
SOCIAL Volunteer PARTICIPATION Star LATAM Governance structure SOCIAL RESPONSIBILITY REPORT LATAM 2020 12
Sustainable development goals
SYKES is committed to sustainability as a way to increase economic NO growth and achieve upward social mobility. The academies and profes- PARTNERSHIPS POVERTY FOR THE GOALS sional growth programs aim to improve English skills and technical PEACE, knowledge to generate higher-quality jobs, contribute to social equali- JUSTICE ZERO AND STRONG HUNGER ty, increase exports, strengthen the Business Process Outsourcing INSTITUTIONS (BPO) sector, improve country competitiveness, increase wealth in the region, and reduce the poverty index. LIFE ON LAND GOOD HEALTH AND WELL-BEING
QUALITY Technical and LIFE BELOW EDUCATION English Academies WATER
Elementary and GENDER High School CLIMATE EQUALITY English teaching ACTION programs
CLEAN WATER AND RESPONSIBLE SANITATION • Gender Equality CONSUMPTION AND PRODUCTION Policies • Talent Development • Wage policies • SWIT Program SUSTAINABLE CITIES AND AFFORDABLE AND COMMUNITIES CLEAN ENERGY
REDUCED DECENT WORK AND Public-Private partnerships ECONOMIC GROWTH with education and labor INEQUALITIES INDUSTRY, INNOVATION ministries, state AND INFRAESTRUCTURE universities, national technical institutions and others LATAM Governance structure SOCIAL RESPONSIBILITY REPORT LATAM 2020 13
COVID-19 brought us countless challenges in remote working from other regions of the 2020. First, we had to make a drastic change of organization, we were able to accelerate the plans in all the countries we operate in, with no process. We quickly prepared trainers, time to think. Then, we went into alert mode and shared best practices, and transformed learned, one day at a time, how to deal with the processes to meet the new reality. We di culties and complex situations the pandemic applied learning techniques in a virtual conveyed. Suddenly, the goal was to protect the environment, with more than 70 instructors well-being and safety of our employees, our jobs, certified under the new methodology. We and our clients' business. successfully implemented support, control, and communication tools for our employees Nevertheless, the year ended with much at home, facilitating business continuity, satisfaction, and our people's commitment to adding value, and strengthening the SYKES was a big part of it. In retrospect, several relationship with our clients. Thanks to the factors contributed to making the process results, remote work will continue to improve endurable: and become part of our business model.
- The SYKES LATAM heroes: At the onset of the pandemic, we moved 75% of the sta to work from home in record time. Many heroes shined as they sacrificed their time, safety, and families to bring the work equipment to our employees’ homes. Many areas were involved, including Technology, Operations, and Human Resources. Thanks to the e ort and teamwork, government guidelines were met, minimizing the impact Dennis Arciniegas on operations, customers, and people’s Regional Vice president of Human Capital health. and Communications | SYKES Latin America - Health protection and biosafety: - Virtual transformation and remote work: Undeniably, the employees that remained in Thanks to the support and experience with the sites have been our main priority. LATAM Governance structure SOCIAL RESPONSIBILITY REPORT LATAM 2020 14
We implemented control systems and adopted multiple risk minimization measures. We also took preventive actions such as developing protocols, motivational activities, and communication campaigns to keep employees involved and informed.
- Our commitment to sustainability and development: Despite all the challenges, we grew by more than 1,000 jobs in the region, allowing us to continue supporting sustainability, developing talent, and long-term employability. Programs such as SYKES Tech Academy, LEAP, and language academies continued to operate in virtual modalities. SYKES Academy continued to provide virtual English lessons and support development and employability in the communities we work. The SWIT and SEED initiatives promoted the reduction of inequality gaps and contributed to the development of women in technical careers.
We are proud of our sustainability e orts and know that we can do even more, which is why we already have concrete plans to continue promoting social mobility. Learn more about our actions and how we have impacted Latin America. I invite you to check out our achievements in the three dimensions, economic, social, and environmental, in this new edition of the Regional Sustainability Report.
Sincerely,
Regional Vice president of Human Capital and Communications | SYKES Latin America LATAM 15
ECONOMIC DIMENSION LATAM Economic dimension SOCIAL RESPONSIBILITY REPORT LATAM 2020 16
SYKES Latin America works with world-leading brands. Providing solutions that improve the customer experience, increase retention, maximize each point of contact and identify opportunities for e ciency and cost optimization.
SYKES LATAM currently serves 56 clients, 14 of them joined in 2020.
According to the type of business and the rules given by the corporation, clients are classified into 6 industries:
Financial services: Transportation: Health: SYKES understands the obstacles banks face when Whether your customer needs help booking a We have highly specialized professionals ready to o ering their financial services. Challenges emerge summer trip, upgrading a hotel room, or in case of handle any situation. Leaders in the medical indus- when managing their marketing e ciently or when an emergency, SYKES is ready to assist 24/7. try depend on SYKES to serve patients and users, complying with their portfolios under ever-changing from helping with registration processes to answe- regulations. Our customer service solutions are oriented to ring questions about the proper use of a medical increase the consumer’s confidence and help device. The leading banks trust SYKES to defend their deliver the promise of providing e cient problem brands by providing the integrity, privacy, and secu- resolution and stress-free vacations. rity customers expect.
Technology: Communications: Retail: Consumers are in a rush to get the best and most Customers’ needs are varied: digital telephones, Top-notch sta will assist and create meaningful, current devices, and in the process, they get easily video transmission, fiber optic internet, wireless personalized interactions that foster solid, high-va- frustrated with complex instructions and technical home security systems, among others. SYKES lue relationships with your customers. problems. SYKES hires technology-loving, passio- manages consumer experience with an equally nate agents capable of solving their problems diverse range of service and support options desig- SYKES is qualified to help clients e ciently manage quickly, thus maintaining customer loyalty. ned to fit each customer perfectly. their seasonal service needs. It designs flexible solutions to generate fast and e ective responses, even considering fluctuations in call volume. LATAM Adaptable operational structure SOCIAL RESPONSIBILITY REPORT LATAM 2020 17
Adaptable operational structure
Site wide role
Client Service Delivery Unit role
Client dedicated role OPS Director Quality WFM L&D (1:500) Manager Manager Manager • Organized in Service Delivery Units (SDUs) that are fully empowered to make decisions to meet client needs Account Quality WFM L&D Standard SYKES ratios that can be Manager Supervisor Supervisor Supervisor adapted to client requirements. (1:250) (1:500) (1:500) (1:500) • Spans of control allow for proper engagement and development. Account Quality WFM Trainers Supervisor Agents Agents (1:100) (1: 100) (1:50) (1:100)
TM (1:17) Note: Org chart represents structures with direct support to accounts.
The operational structure in SYKES LATAM is a standard established by the The blue roles are dedicated exclusively to managing the clients’ transactions. Corporation and can be tailored to the needs and requirements requested by each They guarantee the service quality and that the correct number of agents is client. available to keep up with the demand (planning). They also make sure the agents are capable of satisfying the customer’s needs (training). In this case, there is one The direct agents provide direct service to each customer in English, Spanish, or account manager for every 250 agents, one account supervisor for every 100 Portuguese through any channel: incoming calls, outgoing calls, chat, e-mail, and agents, and one team manager for every 17 agents. Regarding quality, planning, tickets. and training agents, there is one for every 100 direct agents. The green roles represent the employees that work directly supporting the customer’s needs. There is one director or one supervisor for every 500 direct agents. LATAM Adaptable operational structure SOCIAL RESPONSIBILITY REPORT LATAM 2020 18
In 2020, 42.4 million transactions were handled, helping thousands of people around the world.
Total transactions per country (in millions) in 2020 Brazil El Salvador 2.5M 18.5M 6% 44%
Colombia Mexico 2.0M 9.7M 5% 23%
Costa Rica Total transactions Total transactions Total transactions 9.7M in 2020 in 2019 in 2018 23% 42.4M 57.1M 56.4M
Percentage of transactions by contact channel in 2020
Inbound calls Chat Tickets 65% 9% 2% Outbound calls 18% E-mail 6%
LATAM Adaptable operational structure SOCIAL RESPONSIBILITY REPORT LATAM 2020 19
70% of transactions were classified as customer service, 18% focused on sales, and 12% related to technical support.
Percentage of transactions by type of contact in 2020
Customer Service Sales Technical Support 70% 18% 12%
Operations in Latin America o er their services in four languages: English, Spanish, Portuguese and French. Most of our client’s customers 60% are located in the United States and Canada.
Percentage of transactions per language in 2020 Percentage of transactions by region served in 2020
Regional
Local 7% 16%
60% United States/Canada Global 17%
0% 10% 20% 30% 40% 50% 60% 70%
French Portuguese Spanish English
LATAM Economic performance SOCIAL RESPONSIBILITY REPORT LATAM 2020 20
Economic performance The financial indicators of the 42.4 million transactions and over two decades of work in Latin America have made it one of the most significant regions for SYKES. The income in 2020 was $278 million, with a 39% gross profit and a 20.56% net profit.
SYKES LATAM ('000s)
SG&A Site Site Industry Revenue Operations Cost GP GP% COST MOI MOI%
Financial $ 104,445 $ 65,670 $ 38,775 37% $ 20,230 $ 18,545 18%
Technology $ 95,538 $ 55,042 $ 40,497 42% $ 12,434 $ 28,063 29%
Transportation $ 32,877 $ 22,816 $ 10,061 31% $ 6,219 $ 3,842 12%
Communications $ 26,390 $ 15,514 $ 10,876 41% $ 5,547 $ 5,329 20%
Healthcare $ 13,365 $ 6,383 $ 6,982 52% $ 3,145 $ 3,837 29%
Retail $ 1,918 $ 1,150 $ 767 40% $ 409 $ 358 19%
Other (Hedge + Other not assigned costs) $ 3,738 $ 1,912 $ 1,826 49% $ 4,574 $(2,748) -74%
Total region $ 278,270 $ 168,486 $ 109,784 39% $ 52,559 $ 57,225 21%
Despite the challenge presented by the pandemic, SYKES revenue was up 20 million compared to the prior year, which in turn was 2 million more in comparison to 2018.
2020 $276
2019 $258 Years
2018 $256
$200 $210 $220 $230 $240 $250 $260 $270 $280 Revenue in millions
LATAM Economic performance SOCIAL RESPONSIBILITY REPORT LATAM 2020 21
Revenue Operating costs Administrative expenses
Revenue is made up of monthly invoices that These costs include mainly direct agent salaries SYKES LATAM considers support area personnel are billed to the clients for the services (those who handle customer transactions), indirect wages, electricity, water, technological SYKES provides. These invoices specify the agent salaries (those who give support to direct equipment, among others, to be administrative number of transactions handled monthly or agents), overtime, bonuses, transportation, benefits, expenses. the number of employees needed to provide medical insurance, among others. the service or technical support, depending on the type of client and the contract. Same as with revenue, the financial services and technology industries have the highest operating The financial services and technology costs, representing 72% of total costs. Financial services 38% industries are the most robust and with the highest invoicing, representing 38% and Technology 24% 34%. Financial services 39% Transportation 12% Technology 33% Communications 11% Financial services 38% Transportation 14% Health 6% Technology 34% Communications 9% Retail 1% Transportation 12% Health 4% Other 9% Communications 9% Retail 1%
Health 5% Other 1%
Retail 1%
Other 1%
LATAM Gross and net profit SOCIAL RESPONSIBILITY REPORT LATAM 2020 22
Gross and net profit Absenteeism
Profits for the year 2020 remained positive. The primary In this industry, absenteeism is a key indicator. The regional goal of industries for the business had a gross profit larger than 35% and direct agent absenteeism is 4.0%. In 2020 it was 2.8%; thus, the a net profit larger than 25%. The technology industry had the goal was met. By country, the absenteeism rates were: highest net profit (49%), followed by 32% in the financial services area.
GROSS PROFIT Financial services 35% Technology 37% Brazil 2.9% Transportation 9% Communications 10% Colombia 2.4% Health 6% Retail 1% Costa Rica 2.6% Other 2% El Salvador 2.0% NET PROFIT Financial services 32% Mexico 6.4% Technology 49% Transportation 7% Communications 9% The regional goal is planned in a balanced way according to each Health 7% county’s reality. With the 2020 results, improvement plans are Retail 1% made for the countries that did not meet the goal. Other -5%
LATAM SYKES LATAM Value chain SOCIAL RESPONSIBILITY REPORT LATAM 2020 23
SYKES LATAM Value chain
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• SYKES App • BluSpot • Whatsapp
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LATAM SYKES LATAM Value chain SOCIAL RESPONSIBILITY REPORT LATAM 2020 24
The value chain shown in the figure above describes the operational and support activities of SYKES LATAM and all the countries it operates to add value to the final service provided to clients.
LATAM SYKES LATAM Value chain SOCIAL RESPONSIBILITY REPORT LATAM 2020 25
Sustainable Suppliers
As part of the value chain, in 2020, there were 2050 active suppliers (at least one purchase made) during the reporting period. Thanks to these commercial relationships, SYKES contributed $33 million, mainly to the local economy in the countries the suppliers are located.
Value Chain – Sustainable Suppliers
LATAM
Total new registered suppliers 86 662 127 253 36 502
Number of active suppliers with at least one purchase order in 2020 727 150 865 212 96 2,050
Total procurement spending in dollars ($) 478,838 410,273 25,351,006 3,483,190 3,289,323 33,012,629.83 LATAM 26
SOCIAL DIMENSION LATAM Workforce diversity SOCIAL RESPONSIBILITY REPORT LATAM 2020 27
Workforce diversity
In 2020 SYKES employed over 12,000 employees in the region.
SYKES LATAM employees Percentage of employees, by gender, 2020
Of the 12,252 employees, 40,6% are women, and 59,4% are men. Mexico Mexico and Brazil stand out for having a higher percentage of 1,653 women (55.8%) versus men (54.4%).
Women% Men%
Colombia Brazil 58.2% 44.2% El Salvador 1,210 Colombia 32.8% 68.2% 3,507 Costa Rica 36.2% 63.7% El Salvador 41.5% 59.8% Costa Rica Mexico 54.4% 51.8% 5,447 Brazil 435 4,977 7,275 40.6% 59.4% Women Men
2019 2018 39.3% 60.7% 38.5% 61.5% Women Men Women Men LATAM Workforce diversity SOCIAL RESPONSIBILITY REPORT LATAM 2020 28
In SYKES LATAM, 62% of the workforce are millennials and centennials ages 20-29, , for a total of 7,548 people, followed by 2,929 people who are 30-39, that correspond to 24% of the population
6% 2%0% Number of employees by country and age range, 2020 6% Country 18-19 20-29 30-39 40-49 50-59 60+ Total 24% Brazil 12 323 84 16 0 0 435
Colombia 61 783 307 48 3 8 1,210
Costa Rica 577 3,339 1,005 368 130 28 5,447
El Salvador 48 2,199 1,063 160 34 3 3,507
62% Mexico 77 904 470 147 50 5 1,653
Total 775 7,548 2,929 739 217 44 12,252
18-19 20-29 30-39 40-49 50-59 60+ LATAM Workforce diversity SOCIAL RESPONSIBILITY REPORT LATAM 2020 29
Workforce Diversity SYKES’ workforce consists of 11,430 employees focused on the operations area, mainly direct agents and indirect agents, such as team managers, quality, planning, and training agents.
In 2020, 822 employees worked in support areas: finance and accounting, administration, human capital, information technology, productivity, and quality.
Number of employees by operations role, 2020 Indirect Agents Direct Team Account Account Operations (Quality, Planning Agents Managers Supervisors Managers Directors Total Country and Training) Brazil 358 10 9 11 2 2 392 Colombia 973 56 10 54 4 3 1,100 Costa Rica 4,519 337 30 174 24 5 5,089 El Salvador 2,801 218 32 144 15 4 3,214 Mexico 1,583 10 7 25 6 4 1,635 Total 10,234 631 88 408 51 18 11,430
Number of employees by support area role, 2020
Support Support Support Individual Country Directors Managers Supervisors Contributors Total Brazil 1 6 5 31 43 Colombia 3 4 26 77 110 Costa Rica 12 21 36 289 358 El Salvador 5 18 33 237 293 Mexico 3 9 5 1 18 Total 24 58 105 635 822 LATAM Employee turnover SOCIAL RESPONSIBILITY REPORT LATAM 2020 30
Of the 1,027 leadership positions in the region, Percentage of leadership positions 44.6% are taken by women. by gender in 2020
Country Women Men Total Country Women Men Brazil 23 24 47 Brazil 48.9% 51.1% Colombia 40 66 106 Colombia 37.7% 62.3% Costa Rica 224 269 493 Costa Rica 45.4% 54.6% El Salvador 157 180 337 El Salvador 46.6% 53.4% Mexico 14 30 44 Mexico 31.8% 68.2% Total 458 569 1,027 Total 44.6% 55.4%
Employee Turnover The industry is characterized by high turnover rates and aggressive talent attraction strategies. Employee retention requires much e ort in terms of satisfaction, compensation, and other variables to keep employees motivated.
Employee turnover by gender and country Employee turnover in 2020
Women Men Brazil 48.3% 110 103 18-19 Colombia 37% 1,291 1,852 20-29 Costa Rica 74.4% 356 734 30-39 El Salvador 42.2% 44 139 40-49 Mexico 111% 15 35 50-59 LATAM 64.9% 60+ 5 6 Total turnover by gender 1,821 2,869 Total annual turnover in LATAM 4,690 Turnover percentage by gender 38.8% 61.2% 2019 2018 Total turnover percentage 41.0% 4,344 3,403 LATAM New hires SOCIAL RESPONSIBILITY REPORT LATAM 2020 31
New hires To cope with employee turnover and the growth of the operations, 7,620 people were hired in the region during 2020.
Of these hires, 38% were women, and 62% were men.
New hires by gender, LATAM 2020
Women Men Brazil 187 99 2019 2018 Colombia 560 954 6,670 5,442 Costa Rica 1,322 2,143 El Salvador 261 414 Mexico 562 1,118 Total hiring by gender 2,892 4,728 Percentage of hires by gender 38.0% 62.0%
New hires, 2020
Brazil 286 3.8% Colombia 1,514 19.9% Costa Rica 3,465 45.5% El Salvador 675 8.9% Mexico 1,680 22.0% LATAM 7,620 100% LATAM Technology positions SOCIAL RESPONSIBILITY REPORT LATAM 2020 32
Technology positions SYKES LATAM looks for four types of employee profiles:
1. Customer Service: Employees that speak the language we provide service in, at a native level or at least 85%.
2. Sales: Employees that speak the language we provide service in, at a native level or at least 85%.
3. Technical: Employees that speak the language we provide service in, at a native level or at least 85%, and have a technical certification according to the client’s needs.
4. Engineers: Employees that speak the language we provide service in, at a native level or at least 85%, have a technical certification according to the client’s needs and an engineering academic degree.
The most specialized profiles are technical and engineers. These positions have higher gender gaps in these countries because of career a nity, so it is one of SYKES’ regional goals to reduce the gender gap in these accounts.
Number of employees in technology accounts, by gender and country, 2020 Percentage of Women Men women by country Brazil 4 28 12.5% Colombia 65 315 17.1% Costa Rica 396 1,226 24.4% El Salvador 88 126 41.1% Mexico 788 865 47.7% Total by gender 2,560 Percentage by gender 65.6%
2019 2018 Women 42.7% 33.6% Men 62.5% 57.5% LATAM Benefits and recognitions SOCIAL RESPONSIBILITY REPORT LATAM 2020 33
Employee Transportation The transportation department mobilizes more than 173,742 people annually over more than 585,426 trips from the worksite to each employee's house or to specific areas to facilitate transportation. Usually, this benefit is o ered to people coming in or leaving work between 10:00 pm and 5:00 am or in some particular locations. However, the department made some adjustments to comply with COVID-19 protocols.
The service was expanded in some countries to provide additional safety to workers.
Employee Transportation, 2020
Brazil Colombia Costa Rica El Salvador Mexico Total
Number of trips 35,404 6,841 531,056 41,688 5,841 585,426 Number of mobilized employees 353 194 5,227 164,327 3,994 173,742
Cost in dollars $ 29,175.42 140,230 2,551,608 872,320 33,574.40 3,597,732
2019 2018 Number of trips 351,728 357,554 Number of mobilized employees 284,050 302,336 Cost in dollars $ 2,438,956 2,514,737 LATAM Benefits and recognitions SOCIAL RESPONSIBILITY REPORT LATAM 2020 34
Medical Services The medical services department received 28,580 visits in 2020. Any SYKES LATAM employee that experiences discomfort, pain, or needs medical attention, can make an appointment during work hours.
Medical Services, 2020
Brazil Colombia Costa Rica El Salvador Mexico LATAM
Number of medical visits 809 4,087 17,874 3,593 2,217 28,580
• Depression • COVID-19, • Upper airways • Acute respiratory • Respiratory unidentified virus infection infections infections • Bipolar • Irritable Bowel • Stomachache The three most common • • Possible disorder Diarrhea and COVID 19 cases Syndrome reasons for sick leave possibly infectious • Headache • Virus gastroenteritis • Acute • High blood Gastroenteritis pressure | Lower backache • Migraine
2019 2018 Number of medical visits 35,829 35,672 LATAM Benefits and recognitions SOCIAL RESPONSIBILITY REPORT LATAM 2020 35
Refer A Friend Refer a Friend is a regional program that supports recruitment. Employees, and in some countries, external people, can refer an appropriate candidate for open positions. They can do this through the RAF platforms and be eligible for a bonus or monetary reward.
If the applicant is hired, the referring person gets 50% of the bonus. When the applicant (now employee) works for a certain period, the referring person gets the other 50%.
Refer A Friend, 2020
Brazil Colombia Costa Rica El Salvador Mexico Total 2020 Total 2019 Total 2018
Number of candidates referred 195 297 11,134 7,225 1,595 12,924 17,198 18,130 Number of referrals hired 10 178 1,026 749 479 1,515 1,945 4,947 Success rate 19.5% 1.7% 9.2% 10.3% 3.3% 8.5% 11.31% 27.28%
Performance Appraisal To evaluate the employees’ performance at SYKES, they are assigned monthly performance objectives set by themselves. Their direct leader analyzes them to either approve or discuss any changes in the weight or goal. Both parties virtually sign the goals in our platform; each one has a specific weight, and together they add up to 100%. Support area employees are assigned goals every semester following the same process.
At the end of the month or semester, the goals are evaluated on a scale of 1 to 4 (not started, had problems, in progress, met). The evaluation is considered for salary increases, promotions, and recognitions. In 2020, the average performance for women was 3.28, and for men, 3.31, totaling a regional average of 3.29.
Average performance evaluation by country, 2020
Brazil Colombia Costa Rica El Salvador Mexico Total 2019 2018 Women 3.20 3.31 3.39 3.46 3.19 3.31 Women 3.18 3.22 Men 3.20 3.27 3.34 3.47 3.11 3.28 Men 3.22 3.28 Average 3.20 3.29 3.37 3.46 3.15 3.29 Average 3.20 3.25 LATAM Benefits and recognitions SOCIAL RESPONSIBILITY REPORT LATAM 2020 36
SYKES Points SYKES Points are given to employees for good performance, based on the score obtained from their performance appraisal. Employees can redeem these points for SYKES items such as umbrellas, lunch boxes, restaurant gift coupons, cafeteria coupons, glasses, shirts, and other items. SYKES delivers the points and enables the store monthly so employees can get their desired products. These are delivered the month after, according to the delivery schedule for each site.
SYKES Points, 2020
Brazil Colombia Costa Rica El Salvador Mexico Total 2019 2018 - Total points 42,030 51,610 292,450 16,669 402,799 Total points 796,845 796,845 earned earned
Number of benefited Number of benefited - 433 10,960 3,466 - 14,869 18,820 18,820 employees employees
LEAP 2020
Number of employees Total training hours LEAP Country Women Men Women Men The LEAP program (Leadership Evaluation and Advancement Program) seeks to improve knowledge and equip employees with the necessary skills to Brazil 7 2 44 44 develop their talent and grow inside the company. In addition, this program Colombia 12 9 90 90 allows them to be candidates for potential promotions. In 2020, 474 employees were trained, completing 7,050 hours of training. Costa Rica 167 233 2,505 3,025 El Salvador 7 10 182 260
2019 2018 Mexico 11 16 330 480 Number of employees 209 409 Total by gender 204 270 3,151 3,899 Total training hours 4,064 8,893 Grand total 474 7,050 LATAM Talent Development SOCIAL RESPONSIBILITY REPORT LATAM 2020 37
Internal Promotions The goal is to maintain high rates of internal promotions by training employees to provide the growth they seek within the organization.
In 2020 there were 3,242 promotion openings, and 1,056 of them were taken by existing employees. The required profile was not available in-house for the remaining 2,242, so they were hired externally.
These indicators reveal that 32% of internal promotions were taken by active employees that met the requirements, while 68% had to be looked for outside.
Internal vs external promotions, 2020
2019 2018 Brazil Colombia Costa Rica El Salvador Mexico Total Number of internal 1,464 1,138 Indicador promotions Number of internal promotions 73 188 473 138 184 1,056 Number of external hires 1,428 866 Number of external hires 227 1,523 381 11 100 2,242 External hiring External hiring rate 24% 11% 55% 93% 65% 32% rate 51% 57%
Of the 1,056 internal promotions, 38.1% were taken by women and 61.9% by men. From a total of 12,525 employees, 8,6% were promoted in 2020.
Internal promotions by gender, 2020
Indicador Brazil Colombia Costa Rica El Salvador Mexico Total 2019 2018 Women promoted per country 41 64 161 54 82 402 Women 490 375 Men promoted per country 32 124 312 84 102 654 Men 974 763 Total 73 188 473 138 184 1,056 Total 1,464 1,138 Percentage of women promoted 56.2% 34.0% 34.0% 39.1% 44.6% 38.1% Total percentage of women 33.5% 33.0% promoted Percentage of men promoted 43.8% 66.0% 66.0% 60.9% 55.4% 61.9% Total percentage of men 66.5% 67.0% Promotion rate according to total population 16.8% 15.5% 8.7% 3.9% 11.1% 8.6% promoted LATAM Talent Development SOCIAL RESPONSIBILITY REPORT LATAM 2020 38
SYKES Academy SYKES Academy is a non-profit intensive English program that o ers training courses for people that apply for a job at SYKES but need to improve their English skills to be eligible.
The program was designed exclusively for applicants with an intermediate to good English level (74-84%, or B1 to B2 on the scale of the Common European Framework of Reference for Languages).
This academy helps students achieve an 85%, the minimum grade required to get a job o er at SYKES. Classes are held Monday through Friday, 4 hours per day for 3 to 8 weeks, depending on the student’s level.
In the region, the academy encourages potential talent to participate in the program to improve their English skills and become eligible to work at SYKES.
SYKES Academy, 2020
2019 2018
Number of groups 380 244 Brazil Colombia Costa Rica El Salvador Mexico Total completed
Number of groups completed 5 46 581 32 1 665 Number of students 4,164 2,521 Number of students 29 461 6,989 373 5 7,857 Number of graduated 2,913 2,041 students Number of graduated students 17 342 3,974 231 5 4,569 Success rate 70.0% 81.0% Success rate 58.6% 74.2% 56.9% 61.9% 100.0% 58.2% Number of students 1,329 1,618 Number of students hired 6 362 1,221 129 5 1,723 hired
In 2020, there were 665 groups with 7,857 students, of which 4,569 graduated, which represents a regional success rate of 58.2%. With this program a candidate who applied for a position at SYKES and was rejected for their English level, at the end of the course, might be elegible for a job at SYKES. LATAM Talent Development SOCIAL RESPONSIBILITY REPORT LATAM 2020 39
Tech Academy SYKES Tech Academy was designed to develop qualified network and technology specialists in the local market.
For the execution of the program, SYKES works in conjunction with a commercial partner, Cisco. The goal is to achieve the Cisco “Certified Networking Associated” certification.
In Colombia it began with the “bootcamp” modality (basic technical networking courses) and by 2020 the academy was consolidated.
In Costa Rica, SYKES has established an alliance with the Omar Dengo Foundation (FOD) that has allowed Cisco technical programs to be carried out for more than 10 years for both collaborators and external.
Tech Academy, 2020 Colombia Costa Rica
Number of groups completed 4 291 Bootcamps, Colombia Number of students 51 3,179 2019 2018
Number of graduated students 37 2249 Number of students 109 22
Success rate 72.55% 70.75% Hired for technical accounts 127 19
Contribution of the Tech Academy to technical hires, 2020
Colombia Costa Rica Tech Academy, Costa Rica
Employees promoted to technical accounts 10 146 2019 2018
External to SYKES hired for technical accounts 39 11 Number of students 2,324 1,819
Total per year 49 157 Hired for technical accounts 575 324 LATAM Talent Development SOCIAL RESPONSIBILITY REPORT LATAM 2020 40
SWIT SWIT (SYKES Women in Technology) is a gender equality program that develops talent in technology accounts. It was launched in 2016 in Costa Rica and 2019 in Colombia.
The goal is to promote and facilitate gender equality in technical accounts, where female participation is traditionally low. Additionally, it contributes to social development, empowering women to learn more about the possibilities in high technology and the opportunities to train, as SYKES o ers a solid option to grow professionally within the organization.
In Colombia, the program got canceled in 2020 due to the pandemic.
Women promoted to technical accounts
2018 2019 2020
Colombia - 15 10
Costa Rica 104 123 25 LATAM Talent Development SOCIAL RESPONSIBILITY REPORT LATAM 2020 41
SEED SEED (SYKES Education & Employability Development) is a social responsibility SYKES Edge program that includes educational and employability initiatives through internal programs. SYKES Edge is a scholarship program that supports the families of our employees by providing them with school supplies at the beginning of Its goal is to help public school students improve their English level through the school year. Our employees’ families are essential to SYKES. conversational clubs. These clubs allow Volunteer Stars to be part of the change and contribute to the education of young people. SYKES Edge is currently running in Costa Rica.
This program started in 2020 in Colombia and later on in Costa Rica. SYKES Edge in Costa Rica
2019 2020
SEED, 2020 Number of scholarships 260 295 Colombia Costa Rica Benefited employees 191 207 Number of groups completed 11 7 Investment $35,000 $42,000 Number of students 65 36
Number of graduated students 53 36
Success rate 81.54% 100% LATAM Human Rights SOCIAL RESPONSIBILITY REPORT LATAM 2020 42
Human Rights The standards of conduct, policies against discrimination, moral and psychological harassment, and due observance of Human Rights are communicated to 100% of new hires as part of the induction and training process before starting their positions.
Internal communication campaigns accompany this process by reminding them that there is freedom of expression and association to any workers’ diverse, political, or religious group.
Human resources counselors are ready to address complaints, comments, or suggestions about any Human Rights-related policy in every country. For each event, a case is opened and resolved through the di erent ethics committees.
Equal Opportunity Employment Policy In El Salvador, diversity, inclusion, and equality are managed through the "Equal Opportunity Employment" policy. The policy is evaluated by an external certifying company under the Inclusion and Equality Business Index (IEBI), allowing organizations to know and measure the 1. Gender equality 2. People with 3. HIV and Other 4. LGBTI 5. Other levels of diversity, inclusion, and equality in their practices disabilities Chronic Medical Population Minorities and their business policies under five categories: Conditions
Percentage achieved in evaluation according to the Inclusion & Business Equity Index
Initial evaluation Evaluation Evaluation Categoría Jun-17 Nov-17 Dec-20 Since 2017, SYKES El Salvador became the first company in the contact center industry to be Gender equality 82% 93% 94% certified, standing out as a leader in this area, both in the country and the region. In 2020, People with disabilities 73% 91% 91% SYKES El Salvador received the Business Inclusion & Equality Index (IEBI) recertification HIV and Other Chronic Medical Conditions 40% 90% 100% and was qualified as a company that "Complies in LGBTI Population 44% 100% 91% an Outstanding Manner." Other Minorities 100% 100% 100% LATAM Human Rights SOCIAL RESPONSIBILITY REPORT LATAM 2020 43
SYKES Inclusive SHEROES The drive to guarantee respect for human rights gave rise to the SYKES SHEROES, an a nity group that fosters inclusion and diversity, was launched in Inclusive program, promoting good practices and diversity in the Costa Rica in 2020. Its goal is to actively encourage and promote an inclusive organization. This initiative includes providing up-to-date education to environment that supports and encourages women to develop their leadership employees, especially team leaders, in policies, procedures, and internal potential through connection, mentoring, collaboration, and the discussion that training aligned with Costa Rican legislation and international commitments. follows. This program is currently developed in Costa Rica. SYKES does not discriminate by gender, physical abilities, medical conditions, or other variables. Instead, people are hired according to their skills, experience, training, and integrity.
SHEROES, 2020 Diversity and inclusion training for leadership positions Facebook group members 210 2018 2019 2020 Women participating in virtual events 450 People trained 324 250 574 Women trained in workshops 30
Brigada 2020
Occupational Health Brazil Colombia Costa Rica El Salvador Mexico Total The brigade team is made up of volunteer employees that are trained to assist in case of emergency. These people are paid a bonus as Number of brigade 8 19 19 48 83 158 compensation for their services. members
Number of 16 48 836 54 664 782 training hours LATAM Employee satisfaction survey SOCIAL RESPONSIBILITY REPORT LATAM 2020 44
Employee satisfaction survey The GES or Global Employee Survey is the employee satisfaction and organizational climate survey that SYKES uses in all its operations. It is anonymous and applied to 100% of the employees at SYKES LATAM. The survey helps us understand what factors motivate and demotivate our employees in their work experience. The goal for the region is 85% of satisfaction. LATAM In 2020, LATAM made a new version of the survey, called LES or Employee LATAM Employee Survey, used only in the region. In addition, it included questions that allowed to contrast the answers from Survey work-from-home employees to those working in the sites.
It was imperative to know how the SYKES LATAM population felt about the adjustments made in the face of the atypical situation caused by the pandemic, so LES was conducted in June and December 2020.
The last survey had a participation rate of 74%, and the overall average satisfaction was 76%. Employees working from home were 6% more satisfied than those working on the sites. Employee satisfaction survey
Some of the highest-rated questions were: having clarity about what is expected of them in their work role, having the support and guidance of their supervisor, feeling part of SYKES, and that the company is committed to the well-being of its employees. 77% 76% The lowest rated questions were: being informed of activities and 79% LES Jun LES Dec events at SYKES, receiving information about job openings and GES 2019 growth opportunities through the various communication 2020 2020 channels, and discussing and planning professional development with their supervisor. At home On site 77% 71% LATAM Volunteers SOCIAL RESPONSIBILITY REPORT LATAM 2020 45
SYKES Volunteer Star The Volunteer Star program seeks to improve the communities where we operate through corporate volunteering and volunteering hours. SYKES is committed to allocating paid work hours to volunteer hours. In 2020, more than 1,600 hours were contributed through 374 Volunteer Stars in 14 volunteer activities along with our allies, NGOs, foundations, and civil society organizations.
Volunteer Star
Volunteers in LATAM, 2020
Number of volunteers Volunteering hours Number of volunteering activities 374 1,633 14 Volunteers in LATAM, 2020
Number of Volunteering Number of volunteering volunteers hours activities
Brazil 0 0 0 2019 2018 187 568 5 Colombia Number of volunteers 2,108 1,890 148 870 7 Costa Rica Volunteering hours 11,425 9,345 El Salvador 19 95 1 Number of volunteering activities 74 59 Mexico 20 100 1 LATAM 374 1,633 14 LATAM 46
ENVIRONMENTAL DIMENSION LATAM Energy consumption SOCIAL RESPONSIBILITY REPORT LATAM 2020 47
Energy consumption Energy is the core natural source we need to operate. Through electricity, we keep our operations going and provide services to our clients. The interaction is 100% necessary to provide services to the final consumer in our value chain.
These are the sources of energy consumption in the company: 1. Energy consumption from the public energy providers in sites
2. Energy consumption from photovoltaic systems in sites
3. Diesel consumption in backup generators for events, when public energy is not available or fails
4. Diesel and gasoline in the company’s vehicles
5. LP gas in kitchen equipment for food preparation within the company
Energy consumption, 2020
Energy source Brazil Colombia Costa Rica El Salvador Mexico Total Total electricity consumption in kilowatts per hour (KWh) 728 1,268,690 5,631,294 4,296,702 612,459 11,809,873
Total diesel consumption in liters (l) 70 0 12,359 3,642 60 16,060
Total gasoline consumption in liters (l) 0 0 659 0 0 11,825,934
Total natural gas (LP) consumption in liters (l) 0 0 40,211 0 0 40,211
Solar Energy – SYKES’ Solar panel plant, in kilowatts per hour (KWh) 0 0 265,129 284,017 0 549,146
In 2020, SYKES LATAM consumed 11.8 million kilowatts-hour and 40 liters of LP. LATAM Energy consumption SOCIAL RESPONSIBILITY REPORT LATAM 2020 48
To determine SYKES LATAM’s total energy consumption, all the previous indicators were converted to Joules using the following factor to find out the organization’s energy intensity:
Energy source Conversion factor¹ Joules equivalence1
Electricity 1 kWh = J 3600000
Diesel 1 Litro = J 39000000
Gasoline 1 Litro = J 34200000
LP Gas 1 Litro = J 25000000
Energy consumption in terajoules, 2020
Energy source Factor Brazil Colombia Costa Rica El Salvador Mexico Total Total electricity consumption in terajoules (TJ) 3600000 0.0026 4.5673 20.2727 15.4681 2.2049 42.5155
Total diesel consumption in terajoules (TJ) 39000000 0.0027 0.0000 0.4820 0.1420 0.0023 0.6291
Total gasoline consumption in terajoules (TJ) 34200000 0.0000 0.0000 0.0225 0.0000 0.0000 0.0225 Total natural gas (LPG) consumption in 3600000 0.0000 0.0000 1.0053 0.0000 0.0000 1.0053 terajoules (TJ)
Solar Energy – SYKES solar panel plant, in terajoules 39000000 0.0000 0.0000 0.9545 1.0225 0.0000 1.9769 (TJ) Total energy consumption in terajoules (TJ) Total energy consumption in terajoules (TJ) 34200000 0.0054 4.5673 22.7369 16.6326 2.2072 46.1494
SYKES LATAM’s total energy consumption in 2020 was 46.1 Terajoules or 46.1 billion Joules. The highest source of consumption was electricity.
Energetic intensity measures energy consumption over another variable, so energy consumption per employee was used. In 2020, each employee consumed 0.0038 Terajoules. SYKES Brazil had the lowest energy consumption per employee, and SYKES Costa Rica had the highest. LATAM Energy consumption SOCIAL RESPONSIBILITY REPORT LATAM 2020 49
Energy intensity 2020
Brazil Colombia Costa Rica El Salvador Mexico Total
Total energy consumption in terajoules (TJ) 0.0054 4.5673 22.7369 16.6326 2.2072 46.1494
Total employees 435 1,210 5,447 3,507 1,653 12,252
Energy consumption per employee in terajoules (TJ) 0.0000 0.0038 0.0042 0.0047 0.0013 0.0038
2019 2018
Total energy consumption in terajoules (TJ) 60.2662 56.8640
Total employees 12,035 11,517
Energy consumption per employee in terajoules (TJ) 0.0050 0.0049
1 Factors and equivalences extracted from:
http://hypertextbook.com/facts/2003/ArthurGolnik.shtml
http://www.world-nuclear.org/information-library/facts-and-figures/heat-values-of-various-fuels.aspx
http://www.elgas.com.au/blog/389-lpg-conversions-kg-litres-mj-kwh-and-m3
Note: the energy sources in KWh and Liters are converted to Jules and Terajoules within the same formula for easier visualization: 1x10^12 LATAM Water Consumption SOCIAL RESPONSIBILITY REPORT LATAM 2020 50
Water Consumption
Water is consumed in three ways: kitchens, toilets and sinks, and general use through dispensers.
Over time, optimization tools have been implemented to help reuse, control, and monitor water to achieve maximum e ciency. As a result, water consumption decreased in 2020 compared to the previous year due to having fewer people working onsite.
In 2020, total water consumption in SYKES LATAM was 62.6 thousand cubic meters (m³) or five cubic meters per employee.
Water consumption 2020
Brazil Colombia Costa Rica El Salvador Mexico Total
Total amount of water consumed in cubic meters (m3) 1,297 3,548 27,945 14,556 15,347 62,694
Total employees 435 1,210 5,447 3,507 1,653 12,252
Water consumption per employee in cubic meters (m3) 3 3 5 4 9 5
2019 2018
Total amount of water consumed in cubic meters (m3) 90,278 81,863
Total employees 12,035 11,517
Water consumption per employee in cubic meters (m3) 7.5 7.1 LATAM Waste management SOCIAL RESPONSIBILITY REPORT LATAM 2020 51
Waste management At SYKES, the primary types of waste produced are paper reams, plastic bags for trash cans, and cafeteria waste.
In 2020, 89 tons of waste were collected in the 126 recycling stations located throughout the region's sites. The amount of recyclable waste collected decreased compared to 2019.
Recycling is promoted among employees through internal campaigns. We seek to educate workers in the company and encourage them to sort waste in their homes and communities.
Number of recycling stations
2018 2019 2020 Brazil 1 3 3 Colombia 13 13 13 Costa Rica 67 67 70 El Salvador 20 38 38 Mexico 2 2 2 Total 103 123 126
Total amount of recycled waste, in kilograms (kg)
2018 2019 2020 Brazil 945 5,400 1,350 Colombia 1,547 2,019 1,394 Costa Rica 83,434 98,269 78,744 El Salvador 3,629 3,998 477 Mexico 80 95 55 Total 89,635 109,781 82,211