Latest News  

Three defining characteristics of contact centers in Bulgaria and Romania

2016-09-26 20:25:23 - by Boriana Dimitrova, Marketing Content Manager, TELUS International Europe

While Asia and Latin America remain strong outsourcing options, Eastern Europe is on the rise as a luring outsourcing region with its attractive combination of infrastructure access, strong connectivity, an educated talent pool and tremendous multilingual capabilities. It's no wonder Bulgaria and Romania are Europe's top two outsourcing destinations and among the world's top five, according to Cushman & Wakefield's BPO index. It's also no surprise that big names like HP, SAP and IBM are taking advantage of these locations to serve many markets globally.

In this article we will touch upon three defining characteristics of contact centers in Eastern Europe, particularly Bulgaria and Romania, hinting at just a few of the many reasons this area has become so appealing in the industry.

1. Multilingual hubs

Eastern Europe is a region that stands out from other nearshore outsourcing countries thanks to its large number of multilingual individuals. A recent study conducted by the Association of Business Service Leaders in Romania (ABSL) found an impressive array of language capabilities amongst students in Bulgaria and Romania:


The total number of languages spoken in Central and Eastern European delivery centers is estimated to be around 40, with 38% offering at least 10 languages (ABSL).

The benefits of a centralized multilingual customer care model are well noted by outsourcing buyers. The most obvious advantages being synergies, economies of scale and best practice sharing as a result of streamlined customer service operations with one location serving many markets. A centralized multilingual customer care model can also help brands deliver a consistent level of customer service.

2. Workplace of choice for young professionals

More than 60,000 people are currently employed in the outsourcing sector in Romania. That number is anticipated to rise to 150,000 over the next five years, reports Colliers International. Bulgaria is seeing a similar level of growth with the outsourcing employment rate predicted to nearly double by 2020 according to the Bulgarian Outsourcing Association (BOA).

The majority of those working in the sector are considered to be young professionals. The 2015 industry report conducted by ABSL and KPMG shows that the average age of the workforce in contact centers in Romania is between 25 and 35 while 90% of the workforce in the outsourcing sector in Bulgaria is 35 years of age or under. Many are choosing to work in a contact center because of the undeniable benefits including competitive wages and appealing working environments.

Having a youthful workforce is particularly beneficial for customer service organizations as Millennials, those born from 1980 to 1999, are a game-changing force as both employees and consumers. As employees, Millennials make up a large portion of today's workforce and will represent an even larger portion in the near future. As customers, they are heading towards their peak earning years, controlling and influencing much of the spending in the market. With this in mind, contact center organizations note the importance of catering to this influential generation.

Pleasing this group may require some creative effort from companies as they need to foster a work environment that is suitable to their needs. Millennials expect greater flexibility and control over their daily work and long-term careers, want their point-of-view considered in decision making, and are looking for opportunities for personal and professional growth.

TELUS International Europe earned its place among the "Most Loved Employers" in the Romanian BPO industry thanks to our impressive array of initiatives that reflect our commitment to the happiness and well-being of our team members. The study, which surveyed more than 3,000 citizens on their perceptions of different companies also revealed that one-third of those who knew about TELUS International Europe indicated that they would be happy to work here based on our strong reputation in the country. In Bulgaria, TELUS International Europe won second place in the "Outsourcing Employer of the Year" category at the 2016 Outsourcing Excellence Awards, organized by the BOA.

3. Cultural mosaics

For contact centers to truly act as an extension of their clients' brand, it's key that customer service agents understand and embrace the culture of the people they are serving. Recognizing that customers in different countries have varying needs and expectations for customer service, contact centers are not only recruiting, but also relocating non-nationals.

Contact centers today are becoming cultural mosaics with many foreigners choosing to relocate and work in contact centers in Bulgaria and Romania. Students from all over Europe are now choosing to pursue their studies in these countries, often staying after graduation to gain professional experience. In addition to the attractive salary/cost of living ratio, there plenty of other benefits, especially in terms of settling in. Companies often take care of relocation costs including transportation, accommodation, health care, mobile phone and can even help in setting up their bank account.

Of the 2,500 TELUS International team members working in our operations in Bulgaria, over 600 are non-nationals. In Bulgaria and Romania, we employ over 45 different nationalities. Here you will find Azeri, Persian, Mandarin, German, French, Spanish, Dutch, Turkish, Lithuanian, Swedish, Portuguese and Russian employees.

The outsourcing industry is growing at a fast pace with more and more companies turning to Eastern Europe as an attractive outsourcing destination for contact center services. With its young labor force, multicultural appeal and multi-language capabilities, it's clear to see why Bulgaria and Romania are considered some of the top outsourcing destinations, not only Europe, but around the world.

Boriana Dimitrova is Marketing Content Manager, TELUS International Europe 

Related articles and research: 
- TELUS International Europe
- TELUS International


0 COMMENTS ^ Go back to Top
WRITE A COMMENT ^ Go back to Top
 
Your email address will not be published.
Nickname
Email
Comment
Validation Code
   
 
 
NEWS
3Pillar Global hired 72 professionals this year, looking for further recruitments

Global custom software development company hired 72 IT specialists in 2019, adding to the team of 500 professionals working in the company's Romanian offices located at Cluj-Napoca, Iasi and Timisoara.

 Read Full article »
JLL: Total office space in Bucharest to reach 3 million sqm

The second quarter of 2019 reconfirmed the increased interest for the office market in Romania. Over 115,000 square meters of office space were leased over this period at the national level, a value similar wit

 Read Full article »
Horváth & Partners launches Steering Lab, Big Data and Machine Learning-based excellence center

Management consultant Horváth&Partners announced it launched an excellence center in Romania, Steering Lab, AI-based and using tools of Big Data and Machine Learning.

 Read Full article »
Colliers International takes over the property management of Vastint's Business Garden Bucharest

The real estate consultancy company Colliers International will be in charge with the property management of the office compound Business Garden Bucharest, developed by Vastint in Orhideea area in Bucharest.

 Read Full article »
Survey: Romanians switch to a lower-paying job for other advantages

One out of five Romanians took at least once throughout their career a lower-paying job and two out of five would take a lower-paying job in exchange for other advantages they see as more valuable, a survey con

 Read Full article »
Fujitsu named a leader in Gartner Magic Quadrant for Data Center Outsourcing and Hybrid Infrastructure Managed Services, Europe

Gartner has once again named Fujitsu a Leader in the 2019 Gartner Magic Quadrant for Data Center Outsourcing and Hybrid Infrastructure Managed Services, Europe. This is the seventh consecutive year that Fujitsu

 Read Full article »
KKR enters exclusive negotiations with GBL for Webhelp Group

KKR, a leading global investment firm, announces it has entered into exclusive negotiations to sell a majority stake in the Webhelp group to Groupe Bruxelles Lambert (GBL). GBL will invest alongside Webhelp's

 Read Full article »
TELUS International continues to grow in Bucharest

In order to support the extensive hiring planned for TELUS International in Bucharest this year, the company has acquired 1,200 sqm more space, in addition to the 8,800 sqm office space it has in AFI Park.

 Read Full article »
EY: Four out of five companies plan to reduce their legal spend over the next two years

Eighty-two percent of companies plan to reduce their legal function costs over the next two years, with 42 per cent of respondents planning on doing so by more than 10 per cent, according to a new report releas

 Read Full article »
ANCOM: About 15 million connections affected by security

About 15 million connections were affected in 2018 by security incidents that had in view the security and integrity of electronic communications networks and services, most of them being about mobile telephony

 Read Full article »
 
 
 
MOST READ ARTICLES
» Raiffeisen Bank Romania outsources onl...
» Horváth & Partners launches Steering ...
» JLL: Total office space in Bucharest t...
» Genpact, Luxoft and Oracle, top lessee...
» SSC in Romania. Who takes the lion's s...
» Oracle results pushed down by a strong...
» World-class HR organizations now spend...
» Romanian employers report the stronges...
» ROMANIAN OUTSOURCING AWARDS FOR EXCELL...
» Eucom: Nine out of ten corporate Roman...
 
EDITOR CHOICE
My HR Lab: Research of suitable candidates and giving feedback to rejected ones, the biggest challenge in HR

During June 2019, My HR Lab company run an online (social media platforms) survey "Challenges of the recruitment process" which enrolled over 100 professionals working in HR and recruitment in Romania.

 Read Full article »
The local market needs more added-value and complex projects to be developed by the companies

The statement has been uttered within this year's Romanian Outsourcing and Shared Services Summit by Catalina Dodu, Country Manager at Atos, pointing to the local enablers that could enhance the innovation and

 Read Full article »
The office market at a glance: The round for tenants is on

Data provided by CBRE show that the office spaces segment will continue to grow rapidly in 2019, and 15 new projects covering 304.000 sqm will be delivered. According to the real estate consultancy agency, curr

 Read Full article »
People Empowering Business Forum 2019 to take place on October, 30 at Bucharest

Latest trends like demographic upheaval, globalization, digital technology, and changing social values and worker expectations, are disrupting business models and radically changing the workplace. These are req

 Read Full article »
Addressing the mantra of cyber-security: Confidentiality, integrity and availability

The fast advancement of technology in all the aspects of everyday life, either personal or professional, and the emerging of AI (Artificial Intelligence) and ML (Machine Learning), not to mention cloud technolo

 Read Full article »
Latest News  
 
about us | newsletter | contact | members area | GDPR policy
Copyright © 2015 by Diplomat Media Events Design by Diplomat Media Events