INTRODUCTION
This Frost Perspective will explore how large Business Process Outsourcers (BPOs) are redefining and expanding traditional Corporate Social Responsibility (CSR) to deeply engage their agents and employees within the local communities they serve. Much more than a company call for donating to a favorite charity, the focus is on employee voluntarism, feeding children, caring for the environment, day care, employee wellness, sports activities, blood drives and community support!
These forward-thinking outsourcers are increasing their investments to transform employee engagement into a competitive advantage. This Frost Perspective will discuss the net effect and global impact of CSR on company culture, branding, and efforts to lower agent attrition while increasing customer satisfaction.
In preparing this report, Frost & Sullivan conducted interviews with executives from the following companies:
- Alorica
- Atento
- Qualfon
- Sitel
- Sutherland Global Services
- SYKES
- Teleperformance
- TeleTech
Please note that the insights and opinions expressed in this perspective are those of Frost & Sullivan and have been developed through our research and analysis. The expressed insights and opinions in this Frost Perspective do not necessarily reflect the views of the companies cited above. We sincerely thank these leading service providers for their insights, commentary and participation. The author of this Frost Perspective has travelled extensively to delivery sites, globally, and includes his personal observations and perspectives on BPO corporate social responsibility.
Frost & Sullivan has a global team of analysts and consultants, who continuously research a wide range of markets across multiple sectors and geographies. As part of this ongoing research, we identify companies that are true industry leaders, delivering Best Practices in what we term growth, innovation, and leadership (GIL).
These companies have a keen eye to the future, and drive innovation that meets future needs before they become commonly visible. They are often the first to market with new solutions. These service and solution providers focus on delivering the best products and services at optimal prices to maximize customer value and customer experience. By doing so, they qualify as growth leaders in their respective industries.
Identifying such companies involves a focus on primary and secondary research across the entire value chain of specific products and/or markets. Several of the companies interviewed for this Market Insight have recently been recognized with Frost & Sullivan Best Practice Awards.
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