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Introduction
Centrally located in Europe, Poland has emerged as a pivotal outsourcing destination for nearshore and offshore services, particularly in customer support, Trust and Safety, and technology sectors. The country effectively bridges East and West, facilitating seamless connectivity for diverse global operations. Poland also offers unique advantages for international businesses seeking cutting-edge BPO solutions beyond their borders, especially those aiming to enhance efficiency, expand reach, leverage a talented workforce proficient in key languages, and gain technological empowerment.
Poland’s strengths include skilled talent, competitive labour costs, linguistic diversity, excellent infrastructure, a friendly business environment, and a solid legal framework. The country also boasts a rich culture, vibrant cities, and beautiful landscapes, complemented by an innovative and stable financial system. According to the World Economic Forum, in 2023, Poland ranked as the sixth-largest economy in the EU and the leading one in Central and Eastern Europe.
The resilience and creativity of the Polish people make the country particularly attractive to foreign investors and international clients, solidifying its prominent role on the global BPO stage. Highlighting Poland’s strategic assets are selected data points:
The Polish BPO market is projected to reach 2.68 billion EUR in 2024, with an annual growth rate (CAGR 2024-2029) expected to be 5.18%. By 2029, the market volume will increase to 3.45 billion EUR. (Source: Statista)
Poland ranked fourth as the most preferred offshore CX delivery point for BPO in 2023. The country was highly recognised among respondents from the UK, Germany, North America, and Australia. (Source: Ryan Strategic Advisory)
According to the 2023 Kearney Global Services Location Index (GSLI), which annually evaluates and ranks countries based on their attractiveness as worldwide services locations, Poland held the 13th position. (Source: A.T. Kearney, Inc)
Outsourcing in Poland: Competitive Advantage
Over recent decades, Poland has emerged as one of Europe’s fastest-growing economies. Furthermore, with a population exceeding 40 million and an average age of around 40, the country offers a highly skilled workforce in various disciplines. Its robust educational system and strong emphasis on multilingualism ensure a versatile talent pool that meets diverse business needs. These strategic advantages, complemented by a competitive cost structure, modern infrastructure, and tourist attractions, position Poland as a premier destination for global business services and innovation-driven enterprises.
1. Multilingual Talent pool
Poland stands out due to its well-educated, skilled, and multilingual talent pool. Over 400 Polish higher-education institutions each year produce young professionals competent in various disciplines such as business management, linguistics, IT, and finance. This diverse skill set, combined with a strong emphasis on language proficiency, particularly in English, Spanish, French, German, and other European languages, positions the country as a highly attractive BPO destination with versatile staffing solutions. This is reflected in many statistics, including:
In the 2022/23 academic year, 1.22 million students attended Polish universities. The number of graduates from the previous 2021/22 period amounted to 292.6 thousand. (Source: Statista)
In the 2023 EF English Proficiency Index (EF EPI), Poland ranked 13th out of 113 countries, demonstrating a very high level of language fluency, particularly among age groups from 21 to 40. (Source: EF Education First)
In the PISA 2022 test, students in Poland scored higher than the OECD average in mathematics, reading, and science. In addition, more Poles – than on average – were also top performers in at least one subject. (Source: OECD)
2. Strategic Location
Poland offers numerous logistical advantages for global companies looking to outsource operations at the crossroads of major European markets. Its central geographical position ensures easy access to countries such as Germany, Austria, the Czech Republic, Slovakia, the Baltic States, and Scandinavia, facilitating convenient business travel and communication. For instance, major cities like Warsaw and Krakow are just a few hours’ flight or train ride from major Western European capitals. Furthermore, Poland’s optimal time zone, aligning with most EU business hours, enhances real-time interactions and coordination.
3. Cost-efficiency
Poland offers an affordable business environment and attractive living costs compared to many other European destinations. Although facing escalating salary and pricing pressures, the country remains a value-driven labour market, providing favourable conditions for cost-efficient operations. This allows for significant savings without compromising work quality or productivity levels. For instance, according to the Average Salary Survey, the typical gross salary in Poland in June 2024 was around 37,000 EUR. In contrast, it was approximately 70,000 EUR in Germany, 63,000 EUR in France, 57,000 EUR in Italy, and 76,000 EUR in the United States.
Despite being a high-income economy, Poland maintains relatively low operating and living expenditures, making it a cost-effective location for GBS/BPO operations. The country offers competitive salaries, allowing global contact centre operators to save significantly on labour expenses. For instance, potential savings when delivering customer experience (CX) services from Poland can be substantial, often reaching solid double digits in percentage terms. (Source: Focus on Business)
4. Infrastructure capability
Poland has a robust infrastructure for effective business process outsourcing. This includes advanced ICT systems, high-speed fixed broadband internet, innovative and well-equipped business centres, and professional back-office resources. The country also boasts advanced transportation options, such as modern railways, airports, and extensive highway networks. On the technological front, Poland has been making significant strides. Investments in digital infrastructure and a culture of innovation have empowered BPO providers to integrate advanced technologies like AI, robotic process automation, and cloud computing into their service offerings, which translates to efficient, scalable, and future-ready solutions for global organisations. Additionally, major cities like Warsaw, Poznań, Kraków, Wrocław, and Gdańsk further enhance organisational efficiency and productivity with their well-developed urban infrastructure, offering convenient commuting options and a business-related ecosystem that supports growth, client engagement, team-building, and diverse wellness initiatives.
5. Poland’s Economic Success
Poland has been recognised as one of the fastest-growing economies in Europe over the past decades, characterised by solid GDP growth and low unemployment rates. Government policies supporting innovation and investment have played a crucial role in shaping this outstanding performance. These encompass various incentives, tax breaks, and special economic zones. Additionally, membership in the EU and NATO contributes to ensuring a stable and secure environment conducive to business operations, providing smooth access to the large consumer market within the European Union.
6. Solid Legal Foundation
Poland’s legal system is transparent, and ongoing efforts are being made to streamline bureaucracy and enhance business facilitation. As an EU member state, the country adheres to the European Union’s commercial law, GDPR data protection regulations, and intellectual property rights. Importantly, Polish outsourcing laws align with EU standards, ensuring a conducive environment for business operations. Furthermore, local BPO companies are adept in US regulations, catering proficiently to clients across North America.
7. Shared Values and Work Culture
Polish professionals are recognised for their strong work ethic, punctuality, professionalism, and commitment to delivering high-quality services, aligning closely with Western business standards. This cultural compatibility fosters seamless interactions and enables building trust between BPO providers and international customers.
8. Cultural Heritage and Natural Attractions
Poland’s rich cultural heritage and stunning natural attractions provide significant value for BPO talents, enhancing their satisfaction and promoting a healthy work-life balance. The country boasts a lively history, with medieval castles, charming old towns, and numerous UNESCO World Heritage sites, offering unique cultural experiences. Poland’s diverse natural landscapes, from the serene Baltic Sea coastline to the majestic Tatra Mountains, offer abundant recreational activities. Employees can enjoy city entertainment, explore historical sites, engage in outdoor adventures such as hiking, skiing, and sailing, and relax in picturesque national parks and nature reserves.
Key BPO Hubs
There are several dozen cities in Poland where modern business centres operate. The key top outsourcing destinations among them are Warsaw, Poznań, Wrocław, Gdańsk, and Kraków. All these places are strategically located, well-connected, and large enough to provide a relevant and educated workforce. Additionally, they offer excellent infrastructure, incredible history, a rich cultural background, and tourist attractions.
1. Warsaw
Warsaw, the capital city in central Poland and its major financial centre, boasts a well-developed business infrastructure, making it a prime location for corporate activities. The city’s dynamic economy, skilled employees, and active cultural scene enhance its appeal to numerous international companies. Additionally, Warsaw benefits from excellent transport connections, including a modern airport with frequent international flights and an extensive network of highways and railways linking it to major European cities. Its strategic location facilitates easy business travel and communication within Europe. Warsaw’s rich historical background, diverse culinary scene, and vibrant nightlife further contribute to its allure, offering visitors and residents a rewarding blend of business opportunities and quality of life. The city is also home to prestigious universities such as the University of Warsaw and Warsaw University of Technology, which provide a steady stream of talented graduates. Warsaw excels in customer support services related to finance, IT, and telecommunications. It also hosts a growing Trust and safety sector.
2. Poznań
Poznań, with deep historical roots and strategic proximity to Berlin, has a long-standing tradition of trade dating back to its medieval market town origins. The Poznań International Fair, one of Central Europe’s largest trade events, anchors the city’s economy, attracting global businesses. Renowned universities like Adam Mickiewicz University and Poznań University of Technology annually produce skilled professionals. Excellent transport links, including a modern airport and railway network, facilitate easy travel within Poland and Europe, bolstering Poznań’s status as a key business hub. The city’s welcoming atmosphere, cultural offerings, and diverse expatriate community further enhance its appeal to international professionals and families. Poznań BPO specialisation relies on customer support operations, particularly for German-speaking markets and global clients where multilingualism and cultural sensitivity are critical. The city has also developed a niche in content moderation services within the outsourcing sector.
Poznań is experiencing a rise in investment projects, particularly in new technology sectors and bus
Poznań is experiencing a rise in investment projects, particularly in new technology sectors and business service centres. The city focuses on upgrading urban infrastructure and developing its local labour market, encouraging advantageous circumstances for new businesses. Additionally, Poznań serves as an attractive destination for young people seeking a quality education, positioning them as potential future employees. (Source: Antal and Cushman & Wakefield)
3. Wrocław
Strategically located near the German and Czech Republic borders, Wrocław has become a significant BPO hub in Western Poland. The city is renowned for its solid academic foundation, cultivating knowledgeable individuals from institutions like Wrocław University of Science and Technology and the University of Wrocław. Additionally, its blend of historical charm, exemplified by its Gothic architecture and plenty of cultural events such as the Wrocław Good Beer Festival and the Wratislavia Cantans International Festival of Music, creates a unique atmosphere for inhabitants and visitors. Consequently, Wrocław has become a prime destination for IT outsourcing, cybersecurity and risk management services.
4. Gdańsk
Located on the Baltic Sea coast, Gdańsk offers excellent connectivity with other Baltic countries and Scandinavia, making it a strategic place for international businesses. The city benefits from a multilingual workforce and strong educational institutions such as the University of Gdańsk and the Gdańsk University of Technology, which are sources of outstanding talents. Gdańsk’s historical significance as a major Hanseatic League trading port adds to its allure, with attractions like the historic Old Town and the Museum of the Second World War showcasing its rich heritage. The city’s coastal setting, featuring Baltic Sea beaches and marinas, further enhances its attractiveness. Gdańsk is recognised for its proficiency in customer contact services, particularly in multilingual outsourcing initiatives for international markets.
5. Kraków
Kraków, located in southern Poland, is renowned for its historic architecture and unique cultural scene. The city is home to major universities such as Jagiellonian University and AGH University of Science and Technology, which provide a steady flow of technology, science, and business professionals. Kraków has well-developed infrastructure and excellent transport links, including a modern airport and extensive railway connections. The city’s atmosphere, exemplified by landmarks like the Wawel Castle and the historic Old Town, attracts diverse international businesses and expatriates, contributing to a dynamic and multicultural environment. Kraków is renowned for its strong presence in customer support outsourcing, especially within IT and technology, alongside developing expertise in T&S.
A Short History of Polish Outsourcing
Outsourcing in Poland began in the 1990s, but its significant growth has been noted since the early 2000s. Initially driven by IT and customer services, the sector expanded regarding the diversity of industries served, the number of businesses establishing operations, and the talents engaged. This acceleration was driven by Poland’s EU membership and the Poles’ significant efforts to modernise the economy, education and infrastructure. Today, the country shines in the area of BPO, offering some of the best conditions among various destinations and constantly growing the sector.
Poland in a Brief
Poland, one of Europe’s oldest nations, traces its roots back over a thousand years, with a rich history shaped by medieval kingdoms. In the 20th century, Poland endured both World Wars and Soviet domination but emerged as a resilient nation that transformed rapidly after the fall of communism in 1989. Joining the European Union in 2004 marked a pivotal moment, accelerating economic growth, modernisation, and integration into the European political and economic landscape. Today, Poland is recognised as a significant player in the EU, known for its robust economy, cultural heritage, natural beauty and strategic importance in Central Europe.
