Poland has become a major player in the world’s top offshore CX delivery locations, with the country now ranking third place in the list.
Research from Ryan Strategic Advisory, which provides market research and consultative services to stakeholders across the contact centre and BPO spectrum, found Poland is the world’s third most favoured offshore customer experience (CX) delivery location in 2021.
The annual survey announced the findings off the back of 628 contact centre decision-makers across markets in Australia, Canada, France, Germany, Italy, Spain, the UK and the US.
Peter Ryan, CEO of Ryan Strategic Advisory, said the result “speaks volumes to the extent that outsourcers and their clients see Poland as a scalable, multilingual destination from which to drive customer interactions”.
He added: “The extent to which Poland was favourable in demand markets was solid in continental Europe, the UK and Australia. As more global and regional BPOs target the nearshore for CX delivery, there is no question that Poland is likely to at the forefront of choices.
“We saw a huge amount of interest in Poland from the UK, and that ties in with enterprise managers telling us nearshore destination capacity and the ability to access nearshore locations were very important factors.
“Poland was again quite popular in Germany, as it was in previous years, and we also added Italy to the survey this year, where Poland also performed well.”
South Africa was hailed first out of 53 different locations. The country had been a runner up for a number of years.
Germany also did well in the poll.
India, which took first place in 2020, dropped to second this year.
