Introduction
Corporate Social Responsibility (CSR) is an organisation’s way of giving back to society by supporting people, communities, and the environment in meaningful ways. At the heart of impactful CSR, however, are the individuals who bring these efforts to life - those who step forward, work on the ground, and help projects truly thrive.
Firstsource Solutions Limited’s (henceforth referred to as Firstsource) CSR work spans key areas such as education, healthcare, environmental sustainability, and community development. The company also partners closely with Social Purpose Organisations (SPOs) to ensure that each initiative is locally rooted and thoughtfully designed.
What sets Firstsource apart is how deeply CSR is woven into the company’s culture and how employees are involved in these initiatives as volunteers. Creating positive social change is seen as a shared responsibility with the employees. From volunteering time and skills to leading local initiatives, their involvement is both deep and consistent. Senior leadership, too, plays a strong role in guiding and supporting these efforts.
This Whitepaper explores how Firstsource has built a sustainable CSR model with employee volunteering at its core. It also offers insights into how other organisations can draw inspiration from Firstsource’s approach to develop CSR frameworks that are sustainable, inclusive, and self-reliant.
The Community Outreach Model
Firstsource’s CSR framework is built around four strategic pillars
1. CSR Projects
Focused on education, environment, healthcare, skill development and empowerment for underserved communities in India, these initiatives align with the Companies Act, 2013. All efforts are measurable and implemented through NGO and community partnerships.
2. Employee Volunteering and Giving
Global employees contribute time, skills, and resources. Volunteering is supported by HR, business leaders, and multiple internal platforms, encouraging involvement at all levels.
3. Leadership Participation
Under the “Every Leader a Volunteer” campaign, 147+ senior leaders globally, including all CXOs, contribute time and energy through mentoring, outreach, and programme execution. Their example makes CSR part of the company’s professional DNA.
4. Impact Sourcing & Special Projects
This includes inclusive hiring and commercial partnerships with NGOs. More than 2,000 impact workers have been employed globally, and procurement practices now give preference to socially responsible suppliers.
Volunteering by Choice, Not Mandate
At Firstsource, volunteering is entirely voluntary, unlinked to KRAs or formal incentives. Rather than offering rewards, the company fosters a culture where employees are encouraged to give back in ways that reflect their personal values and the company’s social mission.
This approach fosters deep engagement. During the 2024 Chennai floods, employees took initiative even before the official response teams mobilised. One created a makeshift rescue boat; another liaised directly with local authorities. These acts exemplify the power of authentic, purpose-driven volunteering.
Recognition at Firstsource comes in meaningful, human-centred ways, from public appreciation to personal stories, emphasising that volunteering is about impact, not obligation.
Key focus areas of CSR
1. Education
Supported 6,300+ underprivileged students through CSR projects and reached 25,000+ more through employee volunteering and giving
2. Environment
Planted and nurtured 52,000+ trees, collected over 10 tons of waste through clean-ups, and conducted eco-awareness activities like paper bag-making workshops.
3. Healthcare
Provided critical services in rural areas through ICU ward setups, mobile clinics, health camps, and free cataract surgeries.
4. Empowerment & Gender Equality
Trained 350+ women in vocational skills and financial literacy, enabling micro-businesses.
Visible Impact
Thousands of beneficiaries
1,00,000+ volunteer hours by 14,000+ employees
Modes of Volunteering at Firstsource
To accommodate diverse schedules and preferences, Firstsource offers three flexible volunteering modes:
1. In-Office Programmes
Held during work hours (typically Fridays), these include packing donation kits or creating greeting cards for underserved children.
2. Virtual Volunteering
Ideal for remote or time-constrained employees. Examples include student mentoring via ‘Foundation for Excellence’ or one-time 'Power Sessions' through eVidyaloka.
3. On-Ground Volunteering
Scheduled outside work hours, often on weekends. Activities include tree plantations, school wall painting, and health camps, some in collaboration with clients.
Employee Volunteering – Starting Point of Self Discovery
Today, more and more employees are discovering personal meaning and fulfilment by contributing to causes that reflect their own values. As a result, Firstsource’s CSR strategy has evolved into a deeply integrated, multi-layered model.
In fact, the company has consciously chosen not to host large-scale rewards and recognition (R&R) events for volunteers. Instead, recognition takes more authentic and heartfelt forms.
A poignant example occurred during the Chennai floods in December 2024. Even before formal company action began, many employees were already contributing on the ground. One employee repurposed empty water cans into a makeshift boat to rescue people, while another directly engaged with local authorities to raise urgent community issues.
Former Cabinet Minister and current Deputy Chief Minister of Tamil Nadu, Shri Udhayanidhi Stalin, acknowledged Firstsource volunteers’ roles and involved them in the relief efforts, later inviting the CSR team and volunteers for a meet with high tea as a gesture of gratitude. This form of recognition carries far more meaning than incentives. There are deeply moving personal stories as well. One such story involves an employee from India who had suffered a personal loss. After participating in a volunteering activity, he wrote to company leaders saying the involvement gave him a reason to live again.
These moments highlight that volunteering is about purpose and genuine human connection, which is nurtured organically at Firstsource.
Social Impact Assessment (SIA) & Social Return on Investment (SROI)
To strengthen its CSR strategy, Firstsource partnered with Social Audit Network India to evaluate its impact through comprehensive SIA and SROI assessments.
Using interviews, field visits, and data analysis, Social Audit Network India, an external audit firm, reviewed projects based on REESS criteria: Relevance, Effectiveness, Efficiency, Social Impact, and Sustainability.
1. Relevance - Is the intervention addressing the right issues?
This looks at whether the goals of the project match the needs of the people it aims to help, the goals of partner organisations, the donor’s mission, and the country’s priorities.
2. Effectiveness - Is the intervention meeting its goals?
These checks whether the project has achieved, or is likely to achieve, what it set out to do, and how important those results are.
3. Efficiency - Are the resources being used wisely?
This examines whether the project is delivering results in a cost-effective and timely manner.
4. Sustainability - Will the benefits last?
This looks at whether the positive outcomes, financial, social, environmental, and institutional, will continue even after the main support ends.
5. Social Impact - What overall change is the intervention making?
This evaluates the broader effects of the project, both positive and negative, intended or unintended, on people and society.
Projects Assessed in 2024
- Women Empowerment (NASSCOM Foundation)
- Accessibility (Ramp My City)
- Help Them Hear (Samarthanam)
- Mobile Employment Van (Nirmaan Organization)
- Learning Through Arts (Nalanda Way)
- Free Cataract Surgeries (VHS)
These projects achieved a REESS score of 9.16, reflecting strong, measurable community outcomes.
SROI Spotlight: Mobile Employment Van
Designed to bridge the gap between marginalised youth and employment opportunities, the project utilised a mobile van to deliver career counselling, skill development, and job placement services to underserved communities across three districts in Telengana. The project provided career counselling to 1,565 youth and helped 150 individuals secure employment.
This initiative generated an SROI of ₹8.60 for every ₹1 invested, showing how innovation and inclusivity create scalable value.
By voluntarily integrating SIA and SROI, Firstsource ensures data-driven decisions, transparency, and long-term impact.
Social Audit on the Impact of Employee Volunteering
Firstsource conducted a voluntary audit of its Employee Volunteering programme through the Social Audit Network India. The exercise aimed to assess the impact of the programme on the volunteers, the community, and the organisation.
78% of the volunteers stated that they engaged in volunteering so that they could use their skills and experience for the benefit of the society. 52% wanted to develop their social skills and 39% aspired to enhance their self-confidence levels. 29% wanted to understand the social sector.
What Inspired Employees to Volunteer
Firstsource conducted a voluntary audit of its Employee Volunteering programme through the Social Audit Network India. The exercise aimed to assess the impact of the programme on the volunteers, the community, and the organisation.
69% of the volunteers have stated that their motivation to volunteer depended on the nature of activity.
Scaling Volunteering with Purpose
Firstsource’s volunteering efforts have scaled-up rapidly:
184 events - in the first year
690 events - the next year
1074 events - in the most recent year
A lean CSR team, supported by HR and regional champions, coordinates this global volunteering effort. Over 6,000 employees (20% of the total number of employees) actively volunteer, including 147 senior leaders and all CXOs, making CSR part of the giving culture of the organisation.
Forty percent of the employee volunteers reported an enhanced understanding of social causes, which is likely to encourage their continued contribution towards volunteering for social change.
Managing the Volunteering Lifecycle
The volunteer journey at Firstsource is well-structured:
- Registrations via Microsoft Forms
- Post-event follow-up with feedback and thank-you messages
- Communication Drivers enabled through corporate communication driven social media post and articles in internal newsletter
- Coordination through temporary WhatsApp groups
- Ongoing engagement via city-based volunteer groups
Word-of-mouth continues to be a powerful motivator, as employees who see their peers actively
volunteering and enjoying the experience are more inclined to join. These updates are also featured in the company’s internet and intranet, to increase visibility and inspire wider participation.
Partnering with NGOs for Deep Impact
Firstsource collaborates with 200+ NGOs, with 124 engaged in the past year alone. NGOs are selected through a robust vetting process, and partnerships span volunteering, hiring, and project execution.
The approach is hyper-local, prioritising cities and states where Firstsource has operational centres to ensure logistical ease and sustained engagement.
These non-profits have carried out grassroots work that has positively impacted underserved local communities, strengthening the bond between employees and the communities they live in.
ESG-Aligned Programme Optimisation
In a move to optimise costs and align with ESG goals, Firstsource introduced a shared transport model for volunteering events.
- Transport needs are captured through Microsoft Forms during registration.
- Volunteers encouraged to car/bike pool or use cab aggregators or public transport
- Cost savings reinvested into community programmes
This has resulted in cost savings as well as measurable progress towards the organisation’s environmental sustainability goals. Many employees have shown high commitment by volunteering after completing their shifts. Besides, shared travel has also deepened camaraderie among employees.
Embedding CSR Culture from the Hiring Process
Aligned with the workforce of tomorrow, Firstsource’s CSR extends beyond standalone initiatives, integrating with hiring, employee welfare, and client engagement. A culture of volunteering is fostered right from the start of talent acquisition.
For instance, as part of its CSR initiatives, Firstsource invites candidates from economically weaker sections, persons with disabilities, and other marginalised communities to its offices.
This gives them a glimpse of corporate life and provides clarity on career growth opportunities and the various benefits offered by the company. Additionally, Firstsource adopts a strength-based interview approach to understand each candidate’s personal motivations, interests, and values. This conversational method helps uncover what drives and energises them, what they enjoy beyond work, and where they find meaning.
Candidates who demonstrate a passion for social impact, curiosity, or community engagement are seen as naturally aligned with the organisation’s purpose-driven culture.
Examples of questions that can be asked during a recruitment interview to assess whether a person is aligned with social causes:
- Can you describe a time when you felt really motivated at work? What was driving that motivation?
- Outside of work, what hobbies or activities do you enjoy that help you stay energised and focused?
- Can you share an example of a time you went above and beyond to help someone? What motivated you to do that?
Recognition and Employee Pride
Firstsource was named among India’s Top 100 Great Place to Work-certified companies, selected from over 2,000 organisations. This recognition is largely based on employee feedback and reflects the company’s commitment to ESG, diversity, and inclusion.
Firstsource also won the iVolunteer Award for being a Leader in Employee Volunteering. These awards aim to inspire, identify best practices, and encourage volunteering in India by highlighting the contributions of individuals and organisations.
Future Outlook: One-Firstsource Platform
The company is building One-Firstsource, an integrated digital platform that will:
1. Streamline employee data
2. Enable seamless volunteer sign-ups based on location, skills, and interest
3. Make social engagement part of every employee’s journey
4. Use SkillPrism to understand the skill set and interests of employees and align them with programmes where they can find more fulfilment
Goal: Ensure every employee volunteers at least once during their time at Firstsource.
Recognition by ISDM
In February 2024, the Indian School of Development Management (ISDM) selected Firstsource’s CSR approach as a postgraduate case study. The model’s emphasis on employee-led impact and cross-functional integration was celebrated at a research fellowship event at ISDM’s Noida campus, where future collaboration opportunities were also explored.
Conclusion
Firstsource’s CSR journey shows that sustainable, meaningful social change happens when organisations empower their people. Through volunteering, strategic partnerships, and data-driven impact measurement, Firstsource is not just giving back, but building a resilient model for inclusive development.
Some feedback captured in the survey conducted by Social Audit Network India
“I want to help people, animals, the world. I want to make our world a little bit better. I want to give of myself with no expectations of anything coming back to me. I just want to help our world be better.” - Cristina Hammond
“In one of the events, I sent messages to visually impaired individuals using Brain Lipi. It was my first experience writing in this way, and it helped me understand how challenging it is for people with disabilities who want to learn or study.” - Ashok Arya
"I conducted a payroll drive through which I managed to collect Rs. 4,60,796 from 1,301 employees across Mumbai and Bengaluru. The funds were later used for various programmes such as cataract surgeries for 10 people, a blanket drive, visits to old age homes, and more." - Francis Rodrigues
“Giving our time to the underprivileged ones and seeing life through their eyes, makes us feel we are blessed and motivates us to support them in need.” - Nickson Bob
“We need to open this forum to many more people in Firstsource. We need to send many more mailers out and talk about Firstsource values and how it would benefit others by taking up any task as a volunteer.” - Sneha Arao
Key Takeaways from this Whitepaper
Volunteering Should Be Voluntary and Authentic
Stronger engagement comes when volunteering is a matter of choice, not a mandate or linked to KRAs. Genuine participation leads to more impactful outcomes.
Authentic Recognition Matters More than Incentives
Heartfelt gestures, appreciation, and storytelling resonate more deeply with employees than material rewards, reinforcing purpose-driven engagement.
Leadership as Role Models
Active participation by senior leaders, including CXOs, sets an example and embeds volunteering into the company’s culture.
Promote Volunteering through Storytelling
Sharing personal volunteer experiences and success stories inspires others to join, building momentum and a culture of participation.
Integrate Purpose into Talent Strategy
With today’s workforce valuing meaning and social impact, embedding CSR into hiring, engagement, and leadership participation strengthens employer branding and retention.
Adopt People-Centric Hiring Practices
Strength-based interviews that explore candidates’ values, motivations, and social inclinations help attract talent aligned with a purpose-driven culture.
Prioritise Local Engagement
A hyper-local, partnership-driven model ensures CSR initiatives are relevant, logistically feasible, and sustainable while deepening community connections.
Leverage Digital Tools for Efficiency
Platforms like Microsoft Forms, WhatsApp groups, and internal digital channels streamline volunteering logistics, participation, and post-event engagement.
Measure and Demonstrate Impact
Using Social Impact Assessment (SIA) and Social Return on Investment (SROI) ensures transparency, data-driven decision-making, and demonstrable community value.
Volunteering as Self-Discovery
Employees often find fulfilment and a renewed sense of purpose through volunteering, highlighting the human dimension of CSR.
For more information, please contact:
Sankara Mahalingam
Global Lead - CSR, Firstsource
sankara.mahalingam@firstsource.com
