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市场调查报告书
商品编码
1892121
BPO企业社会责任（CSR）的演变The BPO Corporate and Social Responsibility (CSR) Evolution |
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从企业社会责任到环境、社会和治理的转变及其对顾客体验的影响
本市场洞察报告探讨了大规模业务流程外包 (BPO) 公司如何重新定义和拓展传统的企业捐赠计画。企业社会责任 (CSR) 一直以来都是指鼓励代理商和员工更深入参与社区活动的措施。如今，企业社会责任不再仅限于鼓励企业向慈善机构捐款，2025 年及以后的重点将转向员工志愿服务、儿童餵食、环境保护、托儿支持、员工健康、体育活动、捐血活动和社区支持。从企业社会责任到环境、社会和管治(ESG) 的逐步转变，反映了 BPO 公司在永续性、道德和课责方面的更深层的演变。本研究检验了ESG 对企业文化、品牌建立以及提升顾客满意度和降低代理商离职率等方面的净效应和全球影响。
弗若斯特沙利文的全球分析师和顾问团队对多个行业和地区的广泛市场进行研究。本市场洞察文章中表达的观点和意见均来自弗若斯特沙利文，并基于我们分析师的研究成果。本市场洞察文章中所表达的观点和意见并不一定反映文中提及的公司的观点。作者曾造访全球众多业务流程外包（BPO）交付场所，并在文中分享了他对BPO企业社会责任（CSR）和环境、社会及治理（ESG）的个人观察和观点。
目录
策略要务8 (TM)
成长机会分析
- 背景和定义
- 社会责任的需求
- 产业挑战
- 成长驱动因素
- 成长驱动因素
- 指南：联合国领导力
变革外包产业
- 社会和环境项目范例
- 人工智慧对企业社会责任与环境、社会及社会治理的影响
为什么这很重要
分析师建议
变革性成长之旅
- 由Growth Pipeline Engine（TM）™驱动
- Growth Pipeline Engine（TM）
免责声明
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.
Table of Contents
The Strategic Imperative 8™
Growth Opportunity Analysis
- Context and Definition
- The Socially Responsible Imperative
- Industry Challenges
- Growth Drivers
- Growth Restraints
- A Guidepost: United Nations Leadership
The Transformation of the Outsourcing Industry
- Examples of Social and Environmental Programs
- The Impact of AI on CSR and ESG
Why This Matters
Analyst Recommendations
Transformational Growth Journey
- Powered by the Growth Pipeline Engine™
- Growth Pipeline Engine™
