Poland continues to climb global offshore CX delivery rankings

Poland now ranks below only South Africa and India in the preferences of global CX executives.

Poland has been named as Europe’s favourite offshore CX delivery location, according to a survey carried out by Ryan Strategic Advisory, which provides market insight, brand development initiatives, and actionable data for organisations in the customer experience services ecosystem.

In its annual Front Office BPO Omnibus Survey, first published in 2017, Ryan Strategic Advisory surveyed 668 CX executives across several countries: US, UK, Canada, Australia, France, Germany, Italy and Spain.

South Africa and India, as in the 2021 survey, again came out on top, sharing first place. Poland shared second spot with the Philippines: both countries moving up one spot from last year. Malaysia took third, with Egypt and Mexico closing out the top five places.

“This is major news for Poland’s offshore CX providers,” says Peter Ryan, principal, Ryan Advisory.

“What this does is validate Poland as a sound option for buyers of outsourced services in key demand markets. It also solidifies Poland as the established leader within Central Europe for the delivery of customer management services to end-users around the world.”

Interestingly, Poland was ranked first by CX executives in Germany, and third in the UK and Canada.

“I think it comes down to reputation, value and awareness,” Ryan tells Emerging Europe. “More and more CX decision-makers have identified Poland as a quality location that is doing a superb job attracting the leading brands in the world that support customers from its cities. This is not lost on enterprise contact centre managers, who are much more risk-averse than ever before. Poland is a much safer bet than many other options, and this goes a long way in 2022 and beyond.”

Multilingual Poland

Comparing Poland with the other countries in the first five places, Ryan says that Poland brings a set of unique facets to the table relative to the rest.

“Probably one of the most important elements is the multilingual factor (which it shares with fourth place Egypt). This is a huge advantage for companies looking to centralise cross-language delivery,” he says.

“Equally there is Poland’s status as an EU country, which brings a lot of security in terms of commercial law and data protection requirements. And then there is accessibility, not just from Western Europe, but from North America. Poland is much less daunting a trip than South Africa, India or the Philippines.”

According to Statista, Poland’s outsourcing sector was worth 2.31 billion US dollars in 2021.

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