The BPO Corporate and Social Responsibility (CSR) Evolution

The CSR Shift to ESG and the Impact on CX Delivery

This Market Insight explores how large business process outsourcers (BPOs) are redefining and expanding traditional corporate giving. Corporate social responsibility (CSR) was the decades-long moniker to describe initiatives designed to deeply engage their agents and employees within the local communities. Much more than a company call for donating to a favorite charity, the focus in 2025 and beyond is on employee voluntarism, feeding children, caring for the environment, day care, employee wellness, sports activities, blood drives, and community support. The gradual shift from CSR to Environmental, Social, and Governance (ESG) reflects a deeper evolution of how BPO companies approach sustainability, ethics, and accountability. This study will examine the net effect and global impact of ESG on company culture, branding, and efforts to lower agent attrition while increasing customer satisfaction.

Frost & Sullivan's global team of analysts and consultants researches a wide range of markets across multiple sectors and geographies. Please note that the insights and opinions expressed here are those of Frost & Sullivan and have been developed through research conducted by analysts. The insights and opinions in this Market Insight do not necessarily reflect the views of the companies cited. The author has traveled extensively to BPO delivery sites-globally-and includes his personal observations and perspectives on BPO CSR and ESG.