Health & Safety Policy

1.   Introduction & Objectives
The aim of Health & Safety (“H&S”) in the workplace is to reduce the risk of our employees being harmed by work and to diminish work related illness by providing a safe working environment.

The aim of this policy is to set out how we in Teleperformance manage H&S in the workplace and our H&S management framework by defining who does what, when and how they do it. The policy is applicable to anyone entering our facilities, such as employees, contractors and visitors.

Our employees spend a significant proportion of their time and energy at work. Therefore Teleperformance plays a crucial role in improving our employees’ health, wellbeing and ultimately their quality of life, not only as an employer but also as an advocate for health in society.

In this context, Teleperformance promotes health literacy as “the capacity to make sound health decisions in the context of everyday life – in the home, community and workplace”.

2. Statement of General Policy

  • Local health and safety legislation must take precedence if it goes beyond Teleperformance standard
  • To provide adequate control of the health and safety risks arising from our workplace activities
  • To consult with our employees on matters affecting their health and safety
  • To provide and maintain safe workplaces and equipment
  • To ensure safe handling and use of substances
  • To provide health and safety information, instruction and supervision for employees
  • To ensure all employees are competent to complete their role and to give them adequate training and resources
  • To help reduce accidents and cases of work-related ill health
  • To maintain safe and healthy working conditions and
  • To review and revise this policy and framework as necessary at regular intervals, but at least annually or if significant changes in work activities occur.

3.   Responsibilities 
3.1.      Teleperformance Responsibilities
As an employer, Teleperformance has the responsibility for the health and safety for its entire staff.

The overall responsibility for the implementation of this policy lies with the Group Chief Executive Officer (Group CEO). Each country manager is responsible at their local level for the implementation of this policy within their sphere of control.

The day-to-day responsibility for ensuring this policy is put in place can be delegated to a suitable qualified and experienced manager (the “H&S SME”). If a company has several sites, it is important to specify who has the responsibility for each location. Each company nominates a H&S Committee and/or team to evaluate health and safety risks and makes recommendations to reduce these risks.  The H&S Committee must have representation from the senior management team (i.e. CEO, CFO, EVPO, CHRO, CIO).

3.2.      Employee Responsibilities
It is the duty of each person at work to take reasonable care of their own health and safety, and that of others who may be affected by their acts or omissions. These duties include:

  • Co-operating with line managers and other department managers to ensure that safe and healthy work practices are maintained
  • Reporting promptly to management (or client when working in client facilities) any health and safety concerns
  • Acting responsibly (including reading material and attending trainings) and refraining from unsafe behavior at work.

4.   Scope
4.1.      Teleperformance Facilities
The scope of this policy is limited to Teleperformance sites, whether leased or owned, shared or dedicated.

4.2.      Client Facilities
Teleperformance has a number of operations where Teleperformance employees work on the client’s premises. While the Teleperformance H&S Policy applies to our employees, the client’s local H&S Policy takes precedence. The relevant manager is to ensure that an adequate local policy and arrangements are in place. In cases where the client does not have a specific H&S Policy, they must as a minimum meet the requirements of the Teleperformance H&S Policy.

5.   Health & Safety risks arising from our work activities
5.1.      Monthly H&S Inspections
Monthly inspections will be undertaken by the H&S SME. After the inspection, the H&S SME meets with the H&S Committee to review and determine corrective actions to take. The responsibility for checking that the actions have been implemented lies with the H&S Committee.

5.2.      Generic Risk Assessments
Generic Risk Assessments highlight commonly identified hazards (i.e. things with the potential to cause harm) and control measures/precautions (i.e. ways of reducing the likelihood of the hazard causing harm) associated with general locations, events or activities. Generic risk assessments will be undertaken by the people (“H&S SME”) to whom the day to day responsibility is delegated.  These must be reviewed annually or when the work activity changes whichever is the sooner, for example in case of a refurbishment of the site or new activity.

5.3.      Specific Risk Assessments
Department specific risk assessments will be undertaken by departmental line management whenever a work activity changes. These must be reviewed annually or when the work activity changes whichever is the sooner.

5.4.      Reporting of Risk Assessments
The findings of the risk assessments will be reported to the H&S Committee and/or team. Responsibility for ensuring the risk assessments and the actions required are completed lies with the H&S Committee.  If a risk is deemed so significant, then the Executive Management team is to be informed and remedial action taken as soon as practicable. The responsibility for checking that the implemented actions have removed/reduced the risks lies with the risk assessor.

6.   Consulting with employees
Teleperformance will consult with all employees on H&S matters affecting them either directly or through an elected committee (voluntary role), i.e. H&S or Employee Forum.

Consultations can be provided through forums, focus groups, intranet, e-mail channels or any other suitable communication channel of the Group.

7.   Safe Facilities and Equipment
Teleperformance will ensure that all machinery and equipment that require maintenance is identified (generators, electrical equipment, air conditioning systems), that the maintenance is completed and that new or used equipment meets current health and safety standards before purchase and is fit for purpose. 

8.   Safe Handling and use of Substances
Teleperformance will ensure that all hazardous substances are identified and controlled in such a way as to reduce or eliminate risks.

9.   Information, Instruction and Supervision
Teleperformance will ensure that all the relevant health and safety information is available to all employees through group communication channels as well as posters, banners and leaflets.

The Country Manager must ensure that Health and Safety advice is available for all employees from relevant department, for instance site facilities manager or HR department.

The Country Manager must ensure that Health and Safety information is available for employees working at locations under the control of other employers (clients) and are provided by relevant Account / Business Manager.

10.       Training
All employees must be given health and safety induction training (provided by the training department) when they start work, which should cover basics such as emergency procedures and first aid. There should also be relevant job specific health and safety training (provided by the business). All training must be documented and signed off by staff to acknowledge understanding. Refresher training should be provided periodically.

11.       Accidents, first aid and work-related ill health
Teleperformance will ensure adequate provision of first aid treatment for employees and visitors. First aiders are appointed at each site. Full details of trained first aiders are displayed on notice boards. First aid boxes are kept at various first aid points around the facilities and should be checked to ensure they are fully equipped at all times.

Risk assessments will be carried out to identify where special health surveillance is needed (i.e. night shift).

12.       Emergency procedures & evacuation
The company will ensure that there is an established procedure to cover identified major emergencies through a documented emergency procedure.  This should as a minimum cover how often they are tested, checked and by whom, i.e. Emergency evacuation procedures.

 13.       Stress
Teleperformance recognizes that work place stress can be a health and safety issue and acknowledges the importance of identifying and reducing work place stressors.

14.       Accidents, Incidents & Near miss Reporting
The company will ensure that there is an effective system for monitoring, reporting, recording and investigating all accidents, incidents, near misses and ill health including stress related incidents. An annual report is to be published by the business.

15.       Annual H&S Reporting
An annual reporting is to be published by each subsidiary and sent to the Group CEO. The Group CEO will review each report to ascertain the H&S capabilities of Teleperformance.

16.       Tools & Templates

  • Monthly Site Inspection Checklist: examples from Teleperformance UK (1a) and Teleperformance US (1b)
  • Fire Drill Report (Emergency procedures & evacuation): examples from Teleperformance UK (2a and 2b)
  • Accident & Incident Forms:  example from Teleperformance UK (3a) and Teleperformance US (3b), and example of  Monthly Accident, Incident & near miss Reporting from Teleperformance UK (3C)
  • H&S Committee Meeting Template:  example from UK (4a) and US (4b)
  • Hazardous substances (per product): example from Teleperformance UK  (5a) and Teleperformance USA (5b)  to be completed by cleaning contractors or persons using substance(s)
  • Generic Risk Assessment Template:  example from Teleperformance UK  (6)
  • Annual H&S Audit: example from Teleperformance UK (7) 
  • Annual H&S Report: example from the UK (8)
  • Outline of High level H&S induction training (9)
  • Stress Prevention – ref Passion4U program
  • The overall and local adherence to Teleperformance OHS Policy via H&S procedures & controls in TP Policy

It is the responsibility of the CSR Committee to develop and disseminate relevant policies, to answer questions, to analyze and stop any potential breach of this policy and to give instructions to implement active measures to maximize compliance.

The CSR Committee can be contacted through the e-mail at csr@teleperformance.com.