National College of Business Administration & Economics

(School of Business Administration)

FINAL PROJECT: “IMPACT OF COVID-19 ON CORPORATE SOCAIL

RESPONSIBILITY ”
SUBMITTED TO: MA’AM RUSHDA KHAN
PROJECT BY:
AHSAN BAIG (2172007)
KHIZAR MANZOOR (2173050)
HINA ABBAS SAKHI (2173120)
 TABLE OF CONTENTS
EXECUTIVE SUMMARY.............................................................................................................3
INTRODUCTION...........................................................................................................................3
LITERATURE REVIEW................................................................................................................4
RESEARCH DESIGN AND METHODOLOGY...........................................................................5
DATA ANALYSIS.........................................................................................................................5
FINDINGS.......................................................................................................................................5
CONCLUSION................................................................................................................................6
RECOMMENDATIONS.................................................................................................................7
BIBLIOGRAPHY............................................................................................................................8

Page 2
CORPORATE SOCIAL RESPONSIBILITY IN THE AGE OF COVID-19

EXECUTIVE SUMMARY
We have selected this topic because it has an extraordinary significance since Coronavirus
pandemic win on the planet. For this reason we chose Worldwide Live Chat Company in Lahore.
They are giving client benefits universally. Also, everybody needs a company so he/she can
work adequately and demonstratively with no issue. What we can be sure of is that the world has
changed. Coronavirus might actually change how we see the world, the manners by which we
think, and how we direct our lives. Our sample size was 10 individuals of the association. We
make survey, comprise of 8 interview inquiries, to gather our information. We discovered
organization as far as CSR isn't acceptable by and large and the organization should be
reexamined their CSR arrangements and it ought to be an extensive business technique. CSR can
be characterized as a mix of systems, practices and rules that organizations follow to strength and
establish connections towards partners and the climate (Carroll, 1979; Waddock, 2004; Nejati et
al., 2014).
INTRODUCTION
The company we have chosen is Worldwide Live Chat. They are most cost-effective English
language-based outsourcing company and specialize in the management of customer care
services and back office processes for global leaders in the domains of technical support,
transportation, and retail. Through the best HR, a solid administration center, committed
specialty units, and a thorough monetary stage, they guarantee customer fulfillment and keep on
hardening ourselves as the business chief in our country.
Their administrations empower clients to focus on their center business by reevaluating their
promoting and client driven help administrations, and with long periods of important industry
experience, combined with our solidarity in enlistment and the executives of experts, we're ready
to deal with time basic difficulties, while keeping up exacting privacy of data. These
characteristics not just permit us to surpass our clients' assumptions, yet additionally furnish their
customers with an improved nature of administration experience.
The present purchaser is more requesting than any other time, and in the worldwide commercial
center, administration is frequently expected 24 hours per day/7 days per week/365 days every
year. We hence give nonstop OMNI Channel administrations including voice, email, talk and

Page 3
administrative center administrations, permitting your ways to remain open day and night, where
we're there to welcome your clients when you're definitely not. Our call place and BPO
Outsourcing Services influence the force of the overall web with driving edge innovation to give
exceptional and straightforward correspondence arrangements.
PROBLEM OF STATEMENT
Businesses should first entirely focus on the people they depend on most, their workers. Covid-
19 poses challenges to firms and organizations with regard to corporate social responsibility. We
argue that how companies perform CSR responsibilities before and after covid-19 pandemic. The
absolute top priority should be ensuring employee comfort and safety and providing financial
support in some cases.
LITERATURE REVIEW
The Covid infections (COVID-19) pandemic is exemplified as a massive worldwide health
disaster and an early stage financial and social emergency. Overall Individuals are currently
battling and responding to the worldwide wellbeing catastrophe and monetary emergency by the
COVID-19 pandemic. Individuals are the organization (Kucharska and Kowalczyk, 2019).
Consequently, organizations' latest general wellbeing mindfulness crusades comprise a major
social commitment measurement that extends corporate social duty (CSR) during the COVID-19
pandemic period (Bapuji et al., 2020; Guerriero et al., 2020).
In specific, some view CSR from a normative perspective where they believe that companies
should be socially responsible because it is the right thing to do (Donaldson and Preston, 1995),
while others, particularly from the new many years, recommend that organizations be socially
mindful on the grounds that it will get instrumental to improving firm execution and worth
(Jensen, 2002). During the pandemic fiasco and monetary emergency, how associations can
convey advantages to society through their magnanimous exercises has expanded consideration
from numerous specialists and chiefs (Gardberg et al., 2019).
During the pandemic crises and economic crisis, how organizations can deliver benefits to
society through their philanthropic activities has increased attention from many researchers and
managers (Gardberg et al., 2019). There are companies who enhance their financial performance
and, at the same time, deliver abundant social benefits that can fuel the people to survive during
the COVID-19 pandemic period and overcome the crises (Bapuji et al., 2020; Guan et al.,
2020; Guerriero et al., 2020; Kucharska & Kowalczyk, 2019). However, there is still a lack of

Page 4
acceptable empirical evidence on how companies are now responding and how they should
respond to the COVID-19 pandemic disaster.
The effect of Covid-19 on the worldwide economy is probably going to be phenomenal since the
1930s Great Depression (Euronews, 2020). Subsequently likely the Covid-19 pandemic
addresses quite possibly the main ecological changes in the cutting edge promoting history,
which might actually significantly affect corporate social duty (CSR), shopper morals, and
essential advertising theory. Anyway the pandemic will end; it is as of now set to have durable
significant monetary, social, political, and social effects.
RESEARCH DESIGN AND METHODOLOGY
This research is designed as a qualitative research, aiming to find the impact of Covid-19
pandemic on Corporate Social Responsibility in a Worldwide Live Chat company in Lahore,
Pakistan. The qualitative research method was used to conduct the research. Like to collect the
data, we asked questions from employees who are working in the organization. Our sampling
technique (Convenience sampling) was non-probability and we approach to only ten employees
(sample size) of the organization. We asked employees about CSR situation before and after
Covid-19 in their organization.
DATA ANALYSIS
We asked the questions to which is related to CSR and collect the data. We aimed at determining
the impact of Covid-19 on CSR in this company. We wanted to know how company work before
and during this pandemic. For this purpose we have asked 8 questions to the employees of the
organization. We asked simple and formal questions with proper ethical way.
FINDINGS
We asked 8 questions to only 10 employees of the organization. Two of them are supervisors and
one of them is HR manager. Remaining are the call agents of the organization. There were 7
males and 3 females. Our findings are the overall the corporate social responsibility of the
company is not good enough. Moreover, overall the corporate social responsibility of the
company is not good enough. As there were many Covid-19 cases were found in the organization
but still they are continued to do their work. The company is not providing medical allowance
but first aid. Company’s CSR is not effective at all during Covid-19.
They are not providing facility to every employee to work at home. Yes, they are following
Covid-19 SOPs like providing Sanitizers and make sure social distancing. However, company

Page 5
lacks to maintain the SOPs like sometimes they are not monitoring their employees and they are
having greetings (shake-hands) etc. Also there is no change in the salary of the employees during
this pandemic and they are not providing any financial facility to their employees. Not even
providing free Covid-test facilities.
Further, this organization is clean all the time and disinfected materials are always used to safe
from the disease. The effects related on Covid-19 can be more important than any other global
crisis in living history and its impacts on financial and managerial practices could be significant.
The specific features of the Covid-19 event are unique and the impact of this unpredictable
exogenous event leads to a rethinking of strategies for the firms in developed. There are the
following research questions that were asked to employees:
 Is company providing the medical fund/allowance to the employees?
 Is company providing paid leaves to the staff having medial issues of their own or family
members to take care of?
 How is the CSR evolving at the company after the COVID-19?
 Is company providing the option of "work at home" to ensure the safety of the staff or the
company only allowed working at office by following the SOPs?
 Is Company continuously monitoring the implementation of the SOPs?
 Has the company made changes to the salary structures of its employees during the
pandemic?
 How is the company helping the staff financially during the pandemic?
 Has company provided free COVID-19 tests for its employees?
CONCLUSION
To finish up, organizations should initially focus on individuals they rely upon most, their
workers. Without a doubt the first concern ought to guarantee worker comfort and security. Give
representatives however much adaptability as could reasonably be expected to do their work
tasks. For some, this has implied working distantly from home yet few out of every odd
occupation considers such a plan. "Adaptability" here stretches out to working hours too.
Youngster care and senior consideration has unexpectedly become a significant issue for millions
and compelling representatives to pick among work and home obligations won't end well for
anybody included so center around staff needs first.

Page 6
A few organizations even changed over their creation chain to deliver instruments that are
valuable for specialists and medical caretakers, like outfits, covers, and hand sanitizer. Moreover,
numerous organizations have likewise made moves focused on their representatives, offering
help for shrewd working, offering preparing exercises available from home, or offering monetary
help sometimes. Major changes to our lives will influence our convictions, mentalities, and
conclusions so keen advertisers will adjust their arrangements and procedures to reflect. Will
there be a long-standing resurgence in the social advertising idea and more mind-full business
directions? We trust so. Whatever the progressions in appears to be almost certain that the
manners in which promoting has worked in the past should change and will do to meet the new
reality. The pandemic is showing us a thing or two that we are generally in the same boat, which
without a doubt will raise individuals' assumption for organizations being all the more socially
mindful.
RECOMMENDATIONS
 The company must refocus its CSR activities on fundamental goals and provide a
systematic process for bringing coherence and discipline to CSR strategies.
 The company should avail the opportunity to actively engage in various CSR initiatives
during the crisis.  
 The company should encourage their employees and motivate them.
 The company makes sure that it talks about what you are doing with your CSR
initiatives. 
 The company must have a long-term vision and commitment from the executive level
when building your CSR program.
  The company must show that it is committed to helping solve social problems during the
pandemic.
 Creating a clean & clear workplace health and safety program will help you establish
reliable systems to protect your workers.

Page 7
BIBLIOGRAPHY
He, H., & Harris, L. (2020, May 21). The impact of Covid-19 pandemic on corporate social
responsibility and. 8.

Battisti, E., Christofi, M., Bresciani, S., & Vrontis, D. (2020). Corporate Social Responsibility
And Covid-19 Global Crisis. Managemet Decisons , 4.

Koli, A., & Mehta, R. (2020, 12 Thursday). Corporate social responsibility practices in the
times of COVID-19. Retrieved 5 Saturday, 2021, from DownTOEarth:
https://www.downtoearth.org.in/blog/governance/corporate-social-responsibility-
practices-in-the-times-of-covid-19-a-study-of-india-s-bfsi-sector-74583

lee, s. (2020, December 10). Corporate social responsibility and COVID-19. SAGA journals, 6.

Page 8