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Elevating Customer Service: How BPO Support Builds High-Performing Teams in 2025
- Read Time: 4 minutes
- Puan Hajjah Afidah Kamaruddin
Introduction: ESG Is No Longer Optional
Environmental, Social, and Governance (ESG) criteria are rapidly becoming non-negotiable for businesses across industries. Once viewed as a compliance checkbox, ESG is now a strategic imperative, especially in people-powered sectors like contact centres. In today’s global market, clients expect more than cost-effective outsourcing. They want ethical, inclusive, and sustainable partnerships. For BPO companies in Malaysia, this represents both a challenge and an opportunity: to lead with purpose while delivering exceptional value. At Commerce Access, we believe that ESG-aligned business process outsourcing isn’t just the future; it’s the present. And we’re ready to lead that change.Environmental Responsibility in Contact Centres
While contact centres are not traditionally considered high emitters, the shift to digital operations has opened doors to make a significant environmental impact. As leaders in inbound contact centre outsourcing and outbound contact centre services, we embrace the green shift through:
- Cloud-powered solutions that reduce the need for physical infrastructure
- Hybrid work models that minimize daily commutes and energy consumption.
- Paperless operations that digitize documents, training, and support materials.
These efforts don’t just reduce our footprint — they also help our clients reduce theirs, especially those measuring Scope 3 emissions in their supply chains. At CASB, environmental governance is embedded in our operational DNA, aligned with the principles of sustainable BPO practices.
Social Impact: People-First Service Delivery
In the contact centre world, people are the product. That’s why the “S” in ESG, social impact; is the most visible and tangible pillar for BPOs. From help desk outsourcing to customer service outsourcing, every interaction reflects the well-being and capability of the agent on the other end. At Commerce Access, we’ve created a workplace rooted in:
- Love and Respect — our highest core value.
- Continuous upskilling and development, enabling teams to grow with the business.
- A diverse and inclusive culture, where every individual thrives regardless of background.
- Our commitment to emotional intelligence, empathy, and wellness doesn’t just create happy teams — it results in better outcomes for clients, especially in complex inbound and outbound call center environments.
Governance and Ethical Operations
Governance in outsourcing goes far beyond boardroom ethics. It involves data integrity, contractual transparency, and fair workplace practices. As a leading BPO company in Malaysia, Commerce Access is committed to:
- Upholding data protection laws such as PDPA.
- Implementing strong quality assurance protocols.
- Creating ethical outsourcing relationships based on fairness, equity, and accountability.
Whether delivering business process outsourcing services or managing large-scale contact centre operations, governance at CASB means doing the right thing — even when no one’s watching.
ESG as a Differentiator for BPO Providers
In the past, BPO was judged on three criteria: price, scale, and speed. Today, ESG has become a fourth deciding factor — a marker of long-term trust and shared values.
Businesses are seeking outsourcing partners who reflect their own ESG commitments. By embedding ESG into our inbound call centre outsourcing and outbound contact center services, Commerce Access not only meets these expectations — we exceed them. ESG gives clients peace of mind. It signals that their brand, data, and customers are in the hands of a company that leads with purpose.
The Future: What’s Next for ESG in Outsourcing?
The ESG landscape is evolving fast. Looking ahead, BPO companies in Malaysia must prepare for:
- Carbon reporting requirements
- AI governance and bias mitigation
- Measurable social impact reporting
At Commerce Access, we view these not as hurdles but as benchmarks for excellence. As ESG standards rise, we’ll continue to adapt, lead, and inspire — ensuring our partners thrive in a world where business and responsibility go hand in hand.
Conclusion: Rethinking the Value of ESG
ESG isn’t about ticking boxes — it’s about building a better way of doing business. For Commerce Access, this means offering business process outsourcing that’s ethical, inclusive, sustainable, and smart.
Our promise is simple: to help our clients achieve more by doing better — for people, for the planet, and for the future.
Ready to partner with a BPO that puts ESG at the heart of everything it does?
Let’s build a future of responsible growth, together. Contact us now!
Key Takeaways
- ESG is now a strategic necessity for BPO providers, especially in people-centric industries like contact centres, as clients increasingly value ethical, inclusive, and sustainable partnerships.
- Contact centres can significantly reduce environmental impact through cloud technology, hybrid work models, and paperless operations — benefiting both BPO providers and their clients.
- Social impact is central to BPO success, with people-first practices such as upskilling, diversity, emotional intelligence, and wellness directly improving service outcomes.
- Strong governance practices — including data protection, transparency, and ethical outsourcing — build trust and accountability across all BPO operations.
- Commerce Access positions ESG as a key differentiator, helping clients meet their own ESG goals while preparing for future benchmarks like carbon reporting and AI governance.
Puan Hajjah Afidah Kamaruddin
As Vice President at Commerce Access, Puan Hajjah Afidah brings over 20 years of expertise in customer service, CRM systems, and performance management. A champion of responsible business practices, she advocates for ethical governance, inclusive service models, and tech-enabled solutions that support sustainable operations while exploring how ESG values can elevate client experience in the BPO sector.
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