Global survey shows shifting views on outsourcing’s social impact: OIR 2024
MANILA, PHILIPPINES — The latest findings from the Outsourcing Impact Review (OIR) 2024 reveal that public perception of outsourcing remains largely positive, with 79% of respondents stating that outsourcing contributes positively to society.
However, this marks a slight decline from the 98% positive perception reported in 2023. The increase in non-responses (21%) suggests growing uncertainty or a lack of awareness about the industry’s societal contributions.
Despite the dip, the outsourcing industry continues to be viewed as a key player in driving business success and social development. However, the industry must address emerging concerns to maintain its positive image.
Concerns about negative impacts rise
A notable shift in public sentiment is reflected in the increased perception of outsourcing’s potential negative impacts. In 2024, 11% of respondents said outsourcing has a negative impact, compared to just 3% in 2023.
Additionally, 32% responded with “maybe,” indicating uncertainty about the industry’s effects on society.
This rise in skepticism points to a need for clearer communication from outsourcing companies regarding their societal contributions and efforts to mitigate any negative effects.
Industry efforts rated positively but need room for improvement
When asked about the outsourcing industry’s social responsibility initiatives, 53% of respondents rated them as “excellent,” down from 61% in 2023. While still favorable, this decline suggests that the industry could do more to demonstrate its commitment to social impact.
The survey also revealed a decrease in transparency regarding negative impacts. In 2024, only 37% of business process outsourcing (BPO) companies were “very willing” to share information about their negative impacts, compared to 74% in 2023.
This drop indicates a growing reluctance to engage openly on this issue, which could further fuel public uncertainty.
Other key metrics from OIR 2024
The OIR 2024 also presented several key metrics that highlight the industry’s contributions:
- Volunteer hours: BPOs logged 82,808 volunteer hours in 2024, a significant increase of 73.3% from the previous year.
- Financial contributions: Financial resources allocated to impact initiatives dropped to $821,430 from $5.5 million in 2023.
- Beneficiaries: The number of beneficiaries reached by BPO programs increased slightly to 718,267 individuals.
These metrics reflect a shift toward more direct involvement through volunteering, even as financial contributions decreased. Together, they underscore the industry’s ongoing commitment to social responsibility and community engagement.
Moving forward: Addressing uncertainty and enhancing transparency
The OIR 2024 highlights a more complex public perception of outsourcing compared to previous years. While the industry continues to enjoy strong support, rising concerns and uncertainty suggest that outsourcing companies need to enhance their communication strategies and increase transparency around both positive and negative impacts.
By focusing on these areas, the outsourcing sector can strengthen its reputation as a force for good while addressing evolving societal concerns.
The full OIR 2024 report, which provides a detailed overview of each company’s initiatives and their impact, is available at impact.outsourceaccelerator.com.
