Polish outsourcing companies compared to global BPO and SSC centers

Polish outsourcing companies specializing in BPO (Business Process Outsourcing) and SSC (Shared Services Centers) are playing an increasingly important role in the international market. Key advantages include strong language capabilities, access to specialized expertise and a mature business services ecosystem.

This position is also reflected in recent international research. According to the Deloitte Global Business Services Survey 2025, Poland ranks alongside India and the United States among the top three global locations for GBS operations. At the same time, the ABSL Business Services Sector in Poland 2025 report highlights the growing maturity of the Polish market, with almost 60% of services now classified as knowledge-intensive.

In this article, we look at the key factors shaping BPO and SSC location decisions and explain why Poland has established a strong position in the global business services market.

BPO and SSC services market

The global business services market is evolving beyond traditional outsourcing models focused primarily on cost reduction. Companies are increasingly building multifunctional delivery structures that combine shared services, outsourcing, technology and specialized capabilities.

According to Deloitte’s 2025 Global Business Services Survey, India, the United States and Poland remain among the top global locations for GBS operations. At the same time, new locations are gaining importance: Portugal has entered the top 10, while Mexico has strengthened its position due to access to technology and talent, scalability and competitive costs.

Poland’s position is supported by the scale and maturity of its business services ecosystem. According to ABSL’s Business Services Sector in Poland 2025, the country had 2,081 business service centers operated by 1,258 investors at the end of Q1 2025, employing 488,700 people. Nearly 60% of services delivered by the sector are now knowledge-intensive, while more than 54% involve complex mid-office processes.

This development reflects a broader shift in Poland’s role in global business services. The country is no longer positioned primarily as a lower-cost outsourcing destination, but increasingly as a location for complex, technology-enabled and knowledge-intensive operations.

Factors influencing the choice of BPO and SSC locations

According to the consulting firm Kearney, talent regeneration stands out as a pivotal factor shaping the selection of offshoring services. The ability to swiftly train and re-skill the workforce to adapt to market shifts is paramount. Prompt responses to evolving needs, technological advancements, and comprehensive staff readiness are vital for sustaining competitiveness.

Equally crucial is ensuring access to talent through favorable tax laws and outsourcing regulations, fostering English language proficiency, upholding robust data protection regulations, and maintaining internal stability. The countries adept at pinpointing requisite skills can swiftly reap economic benefits.

A closely related concept to offshoring is nearshoring, a strategy gaining momentum. It involves relocating business processes or production to countries geographically proximate, typically boasting lower labor costs compared to the parent company’s domicile.

Nearshoring destinations often share the same geographical region as the parent company, facilitating seamless team management and communication. Opting for locations where business culture and language align with or easily adapt to the corporate milieu can streamline team integration and collaboration.

Other factors that can impact BPO and SSC operations in a given country are:

• Labor and infrastructure costs: Evaluating labor costs and infrastructure in a specific location is crucial. Companies seek areas where labor expenses are competitive, while also ensuring there’s adequate infrastructure to support business activities.
• Available skills and service quality: Access to a skilled workforce with the right expertise and experience for the company’s tasks is vital. Additionally, delivering high-quality services is essential for customer satisfaction and business success.
• Business environment: A favorable business environment, including stable laws, favorable tax regulations, transparent administrative procedures, and support for entrepreneurship, can attract investors and streamline business operations.
• Political and social risks: Companies need to consider political and social risks in a location. Political instability, social unrest, or unforeseen legislative changes can significantly impact business operations.
• Immigration laws: Flexible immigration regulations enable BPO and SSC firms to recruit foreign talent, crucial when there’s a shortage of qualified local candidates. Simplifying the process for hiring international staff can foster industry growth.
• Government support: Governments can implement beneficial regulations and tax incentives for BPO and SSC companies, attracting investment and fostering industry expansion. Implementing adaptable employment and outsourcing regulations can stimulate sector development, encouraging companies to invest and grow domestically.

Polish outsourcing companies

Poland is setting the benchmark in the region, emerging as a leader in terms of both the number of centers and the employment within the industry. With over 1300 operational centers, it represents approximately 70% of all BSS centers in Central and Eastern Europe. The total employment within these enterprises has surpassed 300,000, making up nearly half of the industry’s workforce in this region.

The growth of the outsourcing industry in Poland owes to several factors. Firstly, Poland boasts better access to experienced professionals compared to other countries, including business leaders and multilingual employees, alongside a steady influx of graduates into the job market.

Foreign professionals, often employed in BPO, SSC, CBC, IT, and R&D centers, also significantly contribute to the development of the BSS industry. Additionally, Poland’s labor market strength lies in its consistently low wage costs compared to regional peers and a strong work ethic focused on efficiency.

Strategic location plays a pivotal role in establishing shared service centers in Poland. Its favorable investment climate, economic stability, attractive time zone, and cultural affinity with other European nations, coupled with the development of modern business infrastructure and an improving quality of life in Polish cities, make it an appealing destination for investors.

Moreover, the business-friendly ecosystem and robust support for investors further enhance its attractiveness as a business hub.

According to Ernst & Young, the primary factors driving the growth of BPO and SSC firms in Poland include:

• Availability of skilled workforce, drawn from countries like Ukraine, Belarus, Spain, India, Uzbekistan, and Turkey, making up a significant talent pool of over 2.3 million individuals, as per data from the Ministry of Family and Social Policy. This influx of qualified professionals is a direct result of the issuance of various work permits for foreigners in 2022.
• Evolution of the labor market, particularly in the adoption of flexible collaboration models like B2B contracts.
• Widespread adoption of remote work, with its regulation introduced in the Labor Code in January 2023.
• Favorable conditions for investors. The SSC/BPO sector in Poland is expanding across at least 10 urban hubs such as Warsaw and Krakow, with another seven locations poised to attract investor interest soon, particularly those with access to airports.

Comprehensive services offered by polish outsourcing companies

A prominent trend in the market is consolidation, empowering clients with access to more comprehensive services. This facilitates entrusting a single service provider with a myriad of diverse business processes. Within the Polish market for contemporary business solutions, several sizable domestic capital groups have emerged, exemplified by entities like Axendi.

The hallmark of Polish outsourcing firms lies in their adaptability and responsiveness to evolving client demands. They boast a broad spectrum of services, encompassing customer support, financial management, human resources administration, IT solutions, research and development, alongside various other business operations.

Furthermore, Polish enterprises frequently invest in cutting-edge technologies and innovations, positioning themselves at the forefront of the industry and ensuring clientele receive top-notch service quality.

Why Axendi stands out as an attractive outsourcing company for international businesses

At Axendi, we’re witnessing significant interest, particularly from clients in German-speaking countries, drawn by the strategic advantage of Poland’s geographical proximity. Our business services cater to a diverse linguistic landscape, encompassing English, German, French, Italian, Spanish, and more. Furthermore, we undertake projects in languages such as Czech, Romanian, Dutch, and beyond.

European and American enterprises favor us as their preferred partner for customer service centers operating in their native languages, capitalizing on the exceptional language proficiencies of our staff, often complemented by higher education.

Our extensive service portfolio is a magnet for clients seeking comprehensive solutions beyond standard customer service, spanning sales support, employee training, back-office operations, business process automation, and beyond.

Clients choose Axendi not only for our proficient consultants but also for our implementation of cutting-edge AI-driven tools tailored to their specific requirements. As a forward-thinking entity, we internally develop tools like voicebots (Primebot) and analytical solutions, seamlessly augmenting contact center processes.

For many businesses, scaling services presents inherent challenges, necessitating the introduction of new processes and tools. However, companies partnering with Axendi benefit from access to robust infrastructure and resources, facilitating agile scaling of projects to meet evolving demands.

Summary

The growth of Polish outsourcing firms in the BPO externalisation and SSC domains is a pivotal factor in the global business services landscape. Poland is increasingly acknowledged as a desirable hub for foreign investment, owing to its highly skilled workforce, adaptable legal framework, and advanced business infrastructure.

Consequently, Poland appeals to clients seeking comprehensive outsourcing solutions and investors keen on establishing shared service centers. The competitive edge of Polish enterprises in language proficiency, innovation, and flexibility positions them as frontrunners in the international arena.