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Stable growth predicted for Poland’s €1bn BPO market


The Polish market for business process outsourcing (BPO) services is worth PLN 3.96bn (approx. €1bn) and is poised to grow at stable, double-digit percentage rates in the years ahead, according to a survey by Millward Brown SMG/KRC for the Outsourcing Institute.

The study shows a high level of confidence among BPO firms operating in Poland. Thus, 63% of the surveyed companies are expecting an increase in revenues in 2011, with just 1% anticipating a decline; and 64% are planning to add new jobs over the next 12 months, against just 6% who said they would cut jobs. A similar percentage (61%) are forecasting stable growth for the BPO market as a whole, fuelled by cost-cutting and efficiency drives by Poland’s business sector, compared with 2% saying the BPO market will shrink. Furthermore, as many as 60% of the surveyed companies said they were planning investments in new solutions and services.

The survey is based on interviews with 102 BPO firms representing nine segments of the BPO industry: document flow management, sales force, call centre, finance and accounting, human resources, IT services, payroll and staff, logistics, and purchasing. Eighty-four percent of the respondents were Polish firms and 10% were units of international companies. The estimate of market value takes into account only services provided to clients in Poland.

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