Poland

Wiktor Doktór: Poland's success as a BPO hub stems from its quarter-century journey in developing a robust ecosystem. We've got this incredible pool of talented, multilingual professionals who are skilled in a wide range of processes. And it's not just in one place; in many Polish cities, BPOs have become prominent employers for local talent. What also makes a difference is the collaboration. Local governments are stepping in with support for investors, and then there's this fantastic partnership between businesses and universities that keeps the momentum going. And, of course, our location is a big plus. Being right in the heart of Europe and a part of the EU and NATO means we have excellent logistical advantages. All these factors combine to make Poland a really attractive spot for BPO companies.

Wiktor Doktór: In 2023, we saw a significant trend in the BPO sector: the shift towards Tier 4 locations for setting up new operation centers. It marked a departure from the traditional preference for Tier 1 to 3 areas. The catalyst for this change was the pandemic, coupled with the adoption of hybrid work models, which brought to light the presence of highly educated talent in smaller cities and towns.
This revelation was an eye-opener for many companies, leading them to explore these less conventional locations. By expanding into Tier 4 areas, they tapped into a diverse and widespread talent pool, leveraging previously overlooked resources. It's a strategic move that reflects a broader perspective, recognizing the value in every corner of the country.

Wiktor Doktór: There's high confidence throughout the industry, and rightly so. BPO has seen steady growth for a quarter of a century now. Each year, providers are opening new operation centers in different cities, and the job market is booming because of it. What's really exciting is how these centers are evolving – we're seeing more Global Business Services, Centers of Excellence, and even R&D offices popping up, showing how well Poland is keeping pace with global market shifts. The fact that Poland's employees can handle everything from the basics to the more advanced aspects of BPO work only adds to the industry's confidence. It's clear to me that the BPO is on an upward path in Poland, and there's no sign of it stopping.