BPOs drive global social impact through innovation: OIR 2024
MANILA, PHILIPPINES — The business process outsourcing (BPO) industry is undergoing a significant transformation, moving beyond its traditional role of operational efficiency to driving social impact.
Outsource Accelerator’s Outsourcing Impact Review (OIR) 2024 highlights several emerging trends and innovations that are reshaping how BPO companies approach corporate social responsibility (CSR). These trends focus on education, long-term commitments, employee engagement, and technology integration.
Education takes center stage in BPO CSR initiatives
One of the most significant trends in 2024 is the BPO industry’s focus on education. According to the OIR report, 42.1% of all impact initiatives were dedicated to educational programs. This marks a significant shift from previous years, reflecting an increased awareness of education as a core element of long-term societal development.
These efforts align with the United Nations Sustainable Development Goal (SDG) 4, which promotes quality education. By partnering with local schools and universities, BPOs are helping bridge the skills gap and preparing individuals for the modern workforce.
For instance, Infosys BPM’s Project Genesis has made a profound impact by providing digital classrooms and skill development programs to underserved youth in rural India. Since its inception, Project Genesis has reached over 647,550 people, helping thousands secure employment.
Diversity and inclusion remain key priorities
Diversity, equity, and inclusion (DEI) remain central to BPO social responsibility efforts. In 2024, 21.1% of initiatives focused on DEI, with companies implementing inclusive hiring practices and promoting gender equality in line with SDG 5 (Gender Equality) and reduced inequalities (SDG 10).
A notable example is the DEIB Program by Innodata Knowledge Services, which earned the Gold Award at the OIR 2024 Awards. This program integrates DEIB (Diversity, Equity, Inclusion, and Belonging) principles into recruitment, training, and career development, ensuring equal opportunities for employees from diverse backgrounds.
Holistic and long-term commitment to social impact
BPOs are also adopting a holistic approach to social responsibility by addressing multiple SDGs simultaneously. In addition to education (SDG 4), gender equality (SDG 5), and reduced inequalities (SDG 10), companies are focusing on decent work and economic growth (SDG 8).
This shift reflects a growing commitment to long-term projects rather than one-time charitable acts. Such initiatives aim to create measurable, sustainable change over time.
Technology fuels innovation in BPO social responsibility
BPOs are leveraging technology to enhance their CSR efforts. Digital education platforms and e-learning tools are becoming standard components of educational initiatives. Additionally, companies are using data-driven impact measurement tools to assess the outcomes of their social programs more accurately.
Some BPOs are also exploring the use of AI and automation for social good, particularly in health and community development programs. These technologies allow for greater efficiency and scalability in delivering social impact.
An excellent example of this is the Outsourced Learning Hub, an AI-powered platform offering free online courses and skill development programs to underserved communities. The platform provides a wide range of courses, from basic literacy to advanced technical skills, aimed at improving employability. By integrating AI and data analytics, Outsourced can monitor learner progress and measure the impact of its initiatives, ensuring continuous improvement and scalability.
Cross-sector collaborations enhance impact
Collaboration with educational institutions, non-governmental organizations (NGOs), governments, and other industries is another emerging trend in the BPO sector. By partnering with schools and universities, BPOs are making their educational initiatives more impactful.
Programs like OP360 Cares by OfficePartners360 have invested over $118,000 in underserved schools in the Philippines and Colombia through cross-sector partnerships.
Another standout initiative is Booth & Partners’ Making an Impact with 1%, which partnered with 1% for the Planet. Under the program, the company commits 1% of its annual revenue to community development projects. It also collaborates with organizations like Let’s Play Asia, Change Climate, and the Haribon Foundation to address other key issues such as education, environmental sustainability, and climate action.
Employee engagement and volunteerism surge
A key trend in 2024 is employees’ increasing involvement in social impact initiatives. Volunteer hours doubled from 47,791 in 2023 to 82,808 in 2024, highlighting a deeper personal commitment from employees.
This surge in volunteerism is driven by opportunities for virtual volunteering, allowing employees to contribute their skills remotely through digital platforms.
A benchmark for responsible outsourcing
The OIR 2024 report highlights the transformative power of responsible outsourcing. By aligning business objectives with community impact, BPOs are setting a benchmark for other industries. The report highlights how outsourcing initiatives are contributing significantly to global challenges and advancing SDGs.
Derek Gallimore, CEO of Outsource Accelerator, emphasized that the report highlights the industry’s “unwavering commitment to creating positive change. The sector continues to demonstrate its ability to drive significant social impact through innovative programs and dedicated employee engagement.”
As BPOs continue to evolve, their role as agents of social change will likely expand. With a focus on education, diversity, and innovation, these companies are proving that business success can go hand-in-hand with societal progress.
