Know emerging BPO destination: Poland

2011 saw Poland strengthening its position in global outsourcing market as emerging BPO destination. According to latest report published by the Polish government on the Business Services Sector in Poland, 38 new services centers were started by existing BPO players and 20 new investments were made in the sector in 2011. Also the report highlights the total employment in the service sector to cross 100,000 by the end of 2012. It is estimated that the outsourcing market in Poland is growing at the rate of 20% YoY basis.

Sunrise Over Central Gdansk. Image source

According to the latest statistics, 90% of the services are exported to European clients and US clients. Among the services offered by the BPO industry of Poland, Finance and Accounting outsourcing is the leading service offered and other services offered include customer care, procurement and HR outsourcing.

Poland map

The reasons for Poland maturing as favorite shoring destinations are as follows:

  1. High Quality human capital: Poland is home to a large talent pool. Poland has large number of educational institutions and produce large number of skilled graduates every year.  It is estimated that about 40,000 students pass out as graduates every year in terms of ICT graduates alone. They boast of producing the world class graduates with excellent language skills and technical skills. Foreign investors can tap these qualified talent pool at five times lower cost than other European outsourcing destinations.
  2. Low cost: Service providers in Poland offer services to its clients with operational cost savings up to 30-50% when compared to other BPO destination in Balkan countries. The tax-incentives offered in Special Economic Zones attract foreign BPO players to set up their units in Poland.
  3. Favorable business climate: Poland’s stable political and economic condition is an important factor which makes it favorable BPO destination. Poland is supposed to be the only nation in European zone that was not affected by the 2008 recession.

In 2011, the economic growth in the country was recorded to be 4.3% and is forecasted to be 2.8% in 2012-2013. This is in fact a good estimated growth amid Euro crisis. The government is also keen in developing the service sector in the country. They have taken initiatives to train the college graduates in developing skills required by BPO industry.

  1. Development in infrastructure facilities: Government is making considerable investments to improve the infrastructure facilities of the country. Liberalization of policies in transport, communication and energy markets have improved the service levels.
  2. Cultural similarity: Poland’s cultural and linguistic similarities with that of western countries make it ideal location for BPO to serve the western business world.

Major Players in Poland:

  1. Capgemini: They offer FAO, procurement, customer care, HR and IT services from their delivery centers in Poland.
  2. Hewlett-Packard:  They offer IT services form their Poland delivery centers and the unit was set up in 2011.
  3. IBM:  IBM also offers IT services from their offshore center in Poland.
  4. Infosys: Services delivered from their unit in Poland include KPO, FAO, sourcing and procurement, customer service and insurance support.


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