A recent regional survey on Business Process Outsourcing (BPO) confidence has revealed a notable upswing in optimism across Central and Eastern Europe (CEE), underscoring the region’s growing role as a strategic outsourcing hub for global enterprises. The study, which polled a diverse range of BPO providers and stakeholders, indicates that emerging markets in CEE are steadily cementing their position as go-to destinations for cost-efficient, multilingual, and technology-driven business support services.
Rise in confidence across CEE
While established outsourcing giants like India and the Philippines remain key players, the CEE region’s star is rising. Respondents to the survey reported heightened confidence in long-term growth prospects, citing improved talent availability, robust infrastructure, and the increasing maturity of delivery models. These factors, according to participants, have broadened CEE’s appeal—particularly among European organizations seeking proximity, cultural alignment, and business continuity advantages.
Key drivers of growth
BPO providers in Poland, Romania, Bulgaria, and Czechia have each shown marked improvements in competitive positioning. Surveyed executives highlighted three main drivers:
- Tech-Savvy Workforce: Educational systems that prioritize STEM disciplines and language proficiency contribute to a talent pool skilled in high-complexity tasks, such as IT support, analytics, and RPA (robotic process automation).
- Geographical and Cultural Alignment: Central and Eastern Europe’s location within the European time zone makes it easier for businesses to coordinate with their outsourcing partners. Coupled with shared cultural and professional standards, this synergy facilitates smoother collaboration and quicker response times.
- Cost Competitiveness and Investment Incentives: Compared to Western Europe, CEE countries continue to offer competitive pricing structures. Government-backed incentives and infrastructure investments further enhance their attractiveness, drawing in companies eager to tap into both affordability and quality.
Sector diversification and resilience
The survey also pointed to a strategic shift in the types of services CEE providers are offering. Once associated primarily with back-office administrative tasks, the region’s BPO landscape now spans complex functions like finance and accounting, research and development, and IT operations. This growing diversification not only boosts profit margins but also buffers the region against market volatility, creating a more resilient outsourcing ecosystem.
A focus on quality and innovation
In addition to cost and talent advantages, many CEE BPO firms have embraced continuous improvement methodologies and cutting-edge technologies.
Executives surveyed expressed confidence that further investment in AI-driven analytics, process automation, and cybersecurity will keep the region competitive.
By consistently delivering high-quality services and adapting to clients’ evolving demands, CEE-based providers aim to position themselves at the forefront of global outsourcing innovation.
Looking ahead
The positive sentiment captured in the survey suggests that Central and Eastern Europe’s BPO sector is on a steady upward trajectory.
With organisations worldwide adapting to hybrid work models and seeking value-rich partnerships closer to home, CEE nations are well-placed to meet the moment.
As confidence soars, industry experts anticipate that the region will continue to attract new investment, create skilled jobs, and drive sustainable growth in a fast-evolving global BPO landscape.
This content has been produced in collaboration with a partner organisation through our Global Visibility Programme. Our programme helps companies and organisations boost their digital presence and strengthen the thought leadership of their experts. Find out more here.
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