Corporate Social Responsibility definition

In addition to the glossary term below,  ACXPA Members also have access to a range of additional resources, including our Member Symposiums & Video Library, premium resources to download, exclusive industry insights & data, discounted training courses and lots more!

See which ACXPA membership is right for you >

Corporate Social Responsibility

A Corporate Social Responsibility (CSR) policy outlines a company’s deliberate practices and policies that are intended to have a positive influence on the world.

Whilst there is no set component, it typically contains guidance on the following:

  • Environmental Responsibility
  • Ethical Responsibility
  • Philanthropic Responsibility
  • Economic Responsibility

The above can be included in the overall Corporate Social Responsibility (CSR) policy form the CSR policy can provide an over-arching outline with each component having its own, stand-alone policy.

Why have a Corporate Social Responsibility policy?

In today’s business landscape, success goes beyond profit margins and market share.

As consumers become more socially conscious, companies are increasingly recognising the importance of Corporate Social Responsibility (CSR) in shaping their long-term sustainability and reputation.

A well-defined CSR policy is no longer a luxury; it has become a strategic necessity for businesses aiming to thrive in the 21st century.

Below, we’ve shared five key benefits of companies embracing Corporate Social Responsibility.

1. Building Trust and Credibility

One of the primary reasons why a business should have a CSR policy is to build trust and credibility among its stakeholders.

Consumers are not only concerned about the quality and price of a product or service; they also care about the values and ethics of the companies they support.

A robust CSR policy demonstrates a commitment to ethical business practices, environmental sustainability, and social welfare, fostering a positive perception among customers, investors, and employees.

2. Enhancing Brand Reputation

A strong brand is an invaluable asset for any business.

Corporate social responsibility initiatives allow companies to differentiate themselves from competitors by aligning their brand with meaningful causes.

Whether supporting local communities, championing environmental conservation, or investing in education, these initiatives create a positive brand image that resonates with consumers.

A favourable brand reputation not only attracts customers but also helps retain existing ones, contributing to long-term success.

3. Attracting and Retaining Talent

In today’s highly competitive job market, attracting and retaining top talent is a significant challenge for businesses.

Millennials and Gen Z, who constitute a substantial portion of the workforce, are particularly drawn to companies that prioritise social and environmental responsibility.

A well-articulated CSR policy can serve as a powerful recruitment tool, attracting individuals who share the company’s values.

Furthermore, employees are more likely to stay with a company that actively contributes to societal well-being, fostering a positive workplace culture.

4. Mitigating Risks

Social and environmental issues have become critical considerations for investors and regulators.

Companies with a proactive CSR policy are better positioned to navigate and mitigate risks associated with environmental, social, and governance (ESG) factors.

By addressing these issues head-on, businesses can avoid reputational damage, legal challenges, and financial setbacks.

Adopting responsible business practices also helps companies stay ahead of evolving regulatory requirements, contributing to long-term stability.

5. Contributing to Sustainable Development

Beyond immediate business concerns, embracing CSR reflects a commitment to sustainable development.

Businesses play a pivotal role in shaping the future, and a responsible approach to operations can positively impact communities and the environment.

Whether through reducing carbon footprints, promoting fair labour practices, or supporting charitable initiatives, companies can contribute to the overall well-being of society.


In conclusion, a Corporate Social Responsibility policy is not just a philanthropic gesture; it is a strategic imperative for businesses in the modern era.

By aligning values with actions, companies can build trust, enhance brand reputation, attract top talent, mitigate risks, and contribute to sustainable development.

As businesses continue to evolve, embracing CSR is not only ethically commendable but also a smart and forward-thinking strategy for long-term success.

CX Roundtables - Upcoming Guest

Live and interactive sessions for customer experience professionals in Australia.

Upcoming CX Roundtable Steven Arnold bw

Contact Centre Manager Roundtables - Upcoming Guest

Live and interactive sessions for contact centre professionals in Australia.

Upcoming Contact Centre Roundtable - Scott Wooden

Next Members Symposium Livestream: Tuesday, 21st April, 2024, 13:30 AEDT

The Members Symposium sessions are only available to ACXPA Members! 

ACXPA Members can watch the symposium live, and, can watch any of the sessions at any time in their Video Library. 

Discover which membership is right for you >

Preview of upcoming Symposium Sessions:

Nadine Power, ACXPA National Advisory Board Member

IVR Best Practice

Over 90% of contact centres are using an IVR (Press 1 for this, press 2 for that), and we've encountered many contact centres with over four layers of options for customers to select from. In this session, Nadine will be sharing some best practice tips on IVR design for 2024.

Presented by Nadine Power, Chief Product Officer, Datagamz (and ACXPA National Advisory Board Member)

ACXPA National Advisory Board Member Simon Blair

Tips to Boost Engagement on Calls

Of the five quality competencies we assess as part of the Australian Call Centre Rankings, the 'ENGAGE' competency from the Australian Contact Centre Quality Standards has consistently been at the bottom of the rankings throughout 2023 and into 2024.

In this session, Simon will provide some tips that can be shared with agents on how to increase engagement with customers at the start of calls.

Presented by Simon Blair, General Manager Quality Insights, ACXPA

More sessions announced soon! 

(If you're interested in speaking at one of our events, click here to learn more >)

If you want to share and earn points please login first




Copyright © 2024 | Australian Customer Experience Professionals Association | Phone: +61 1800 0 ACXPA | Website Terms of Use 

Log in with your email address

or Become an ACXPA Member

Forgot your details?

Create Account