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Polish BPO Sector Maintains Growth Amid Global Challenges

BUSINESSPolish BPO Sector Maintains Growth Amid Global Challenges

In recent years, the business process outsourcing (BPO) sector in Poland has been experiencing steady growth, although last year saw a slowdown in its momentum. Undoubtedly, geopolitical factors play a significant role in the industry’s development, outweighing local events.

The latest data from the first quarter of 2024 shows that 138 new business service centers were established in Poland year-over-year, bringing the total to 1,941. This is a strong performance, highlighting Poland’s prominent position in the market and its attractiveness to investors despite global market challenges.

At the same time, the BPO sector remains crucial for the national economy. The business services sector employs 457,100 people (with 15.2% being foreigners), marking a 3.8% increase from the previous year. Within the business landscape, BPO employees constitute 7% of the total workforce, and this share continues to grow steadily. For Poland’s GDP, business services contribute approximately 5.3% in 2024.

One of Poland’s key advantages is the favorable cost-to-quality ratio of the services offered. Despite rising labor costs, Poland still provides competitive conditions, reflected in increasing productivity. Export revenue per employee rose from $59,300 in 2023 to an estimated $63,500 in 2024, confirming our strong international position and the high skill level of our specialists.

The outlook for the BPO sector in Poland remains optimistic, despite certain economic challenges like rising labor and energy costs. A significant portion of companies, 19.7%, plans to open new centers or reinvest in existing ones in Poland, demonstrating sustained confidence in our market. However, this percentage is 1.8 percentage points lower than the previous year, reflecting current economic turmoil in global markets.

A major strength of the Polish BPO sector is its flexibility in adapting to global trends, such as the use of artificial intelligence. With a skilled workforce and an innovative approach, Poland is well-prepared to integrate these modern technologies, further enhancing its competitiveness in the global market.

The overall outlook for business services in Poland remains positive. A qualified workforce and readiness to embrace modern digital solutions are the sector’s greatest assets. These qualities make the industry resilient to economic fluctuations and provide a promising forecast for the coming years.

Piotr Wierzbicki, President and CEO, Capgemini Global Delivery Center in Poland.

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