Strong emphasis on digitization, process automation and complex situation in the labour market – these are the main factors influencing the dynamic growth of Business Process Outsourcing services in Poland.
There is a growing trend of integrating back-, middle- and front-office activities focused on the optimization of customer service processes.
For several years, the Polish BPO market has been systematically growing at double-figure rates annually1. At the same time, it has become more and more mature, both in terms of its offer and the quality of services. It is also recognized by customers from abroad who more often entrust Polish companies with management of their business processes.
2018 brought further consolidation in the sector. Those entities which, thanks to the scale of their operations, are able to provide customers not only with cost optimization but also access to modern solutions supporting business development, are strengthening their market position. Whereas problems affect suppliers of single services whose sales strategy is based on low prices only.
Today companies seek innovations, in particular in the customer service area. Our solutions provide access to technologies, know-how and specialists. We help our customers to optimize their everyday operations and support them on their way to digital transformation, which translates into streamlining the key areas of their businesses – said Konrad Rochalski, the President of the Management Board of ArchiDoc and Voice Contact Center of the OEX Group.
Some of the main clients of Business Process Outsourcing are banks and insurance companies which increasingly use complex solutions, e.g. in the fields of credit process handling or loss adjusting support. However, the strongest growth dynamics is seen in the case of the power industry, TSL industry and e-commerce. These sectors put increasing emphasis on streamlining customer service processes and are open to implementing innovative solutions.
The Polish BPO market aims at specialization. More and more companies offer tailor-made solutions dedicated to specific industries, taking into account their specific characteristics and applicable laws – says Konrad Rochalski.
According to ABSL report, BPO centres operating in Poland in 2018 employed over 50,000 people, and the employment in the whole sector – together with SSC centres – reached almost 280,0002. More and more companies which outsource their business processes use this resource. On a rigid labour market of today, access to qualified employees is a key factor that encourages companies to outsource.
Our teams handle increasingly advanced processes, both in our operational centers, and at customers’ locations. We relieve companies in the fields of recruiting, maintaining and administrating employees – adds Konrad Rochalski.
Labour law changes will be among the biggest challenges for the BPO sector in 2019. The further growth of the industry will require the continued implementation of new technologies and process automation.
The growing market trend will be beneficial mostly to service providers who will offer customers real support in developing their businesses. According to IDC, global expenditures on digitization in 2019 should amount to 1.25 trillion US dollars3, it is a great opportunity for BPO companies which supply solutions supporting this process – sums up Konrad Rochalski.
1 ArchiDoc SA owns estimates.
2 Sector of modern business services in Poland 2018, www.absl.pl
3 Worldwide Digital Transformation Professional Services Forecast, 2018–2022, IDC, www.idc.com/getdoc.jsp