Brigitta Bihari In recent years, the Business Process Outsourcing (BPO) sector has witnessed rapid growth as companies prioritize outsourcing functions like customer service, accounting, and human resources to improve efficiency and reduce costs. However, along with this growth, concerns have arisen regarding the impact of outsourcing on workers and communities. To address these concerns, impact sourcing has emerged as an innovative and inspiring approach within the BPO realm, strongly emphasizing positive social and economic impacts within local communities.
A pivotal transformation brought about by impact sourcing in the BPO industry involves shifting from a sole focus on cost-cutting to creating shared value. Unlike traditional BPO companies that prioritize minimizing labor expenses, impact-sourcing entities prioritize the generation of employment opportunities and economic development in underserved communities. This redirection of focus not only contributes to the development of a more sustainable and socially responsible BPO sector but also holds the potential for long-lasting and significant cost savings by reducing dependence on government aid and social services in communities where BPO operations are based.
Xceed has implemented a focused Impact Sourcing strategy in Egypt to create a sustainable impact. The approach aims to transform recruitment processes and deliver exceptional customer experiences. The company has established physical contact centers in remote areas of Upper Egypt, providing valuable job opportunities to disadvantaged and marginalized communities. Initially, the program hired 15 visually impaired individuals and expanded to 112 within a year. Additionally, they have opened up more employment pathways within the organization, enabling qualified candidates to take on various roles beyond contact center agents.
In alignment with the Sustainable Development Goals (SDGs), Xceed has integrated elements of these goals into its delivery strategy. By fostering a more inclusive work environment, promoting economic growth, reducing inequalities, and accessing a wider talent pool, the firm enhances customer experience and service delivery. It drives business growth at a lower cost.
Xceed operates a government-owned platform that provides simultaneous interpretation services through real-time video calls to amplify their impact further. This innovation caters to the needs of deaf and mute citizens by connecting them directly to highly trained agents skilled in sign language, available 24/7. Through this application, users can obtain immediate assistance in various essential services, including ambulance services, police support, and emergency services related to electrical power, civil defense, and fire.
By implementing these various approaches, the company has successfully addressed three key goals out of the 17 UN Goals and set a promising example for the industry. They have contributed to Goal 4 by ensuring equal access to education and vocational training for vulnerable individuals, including those with disabilities. They have also made significant progress towards Goal 8, promoting sustainable economic growth, employment, and equal pay opportunities for individuals with disabilities. Additionally, their efforts align with Goal 10, working to reduce inequality by empowering and including individuals with disabilities in social, economic, and political spheres.
In conclusion, impact sourcing in the BPO industry, as exemplified by Xceed’s strategies, has the potential to bring about lasting positive change. By focusing on social and economic impact, job creation, and inclusivity, they contribute to a more sustainable and socially responsible BPO sector that benefits workers and communities while addressing key UN Goals.
About the author: Mohamed Hashad, Xceed’s Telecom & Information Systems Director with over 20 years in IT and the Telecommunication industries, is responsible for managing the Telecommunications and Information System in Xceed. This entails directing overall technology strategy and architecture, daily IT operations, including IT infrastructure, voice and data networks, security, and industry-leading technology initiatives.
Engineer Hashad is an expert in communications and information technology atat Xceed. He holds a Master of Science degree in Management of Technology (MOT) from Nile University and has more than 20 years of experience in the telecommunications networks and information technology industry.
Prior to joining Xceed, Mr. Hashad held the roles of Senior Networks Manager, Networks Operations Manager, System Engineering Manager, Presales Manager, and HW Technical Support Manager. He has vast experience to manage large network and network operations in multiple large organizations operating in the field of information technology.
