CEE countries as a business process outsourcing destination

Abstract

Business process outsourcing (BPO) is a relatively new economic phenomenon. The first BPO projects were implemented in the early 1990s of the last century. Around that time, American companies started collaborating with Indian IT companies. Ever since, the BPO market has been growing rapidly at considerable growth rates. In view of these developments, business process outsourcing has clearly become an important topic that requires dedicated in-depth analyses. The author formulates two aims of the chapter. The first one is to identify global business process outsourcing destinations and compare two major locations, Central and Eastern Europe and Middle East and North Africa. The second aim is to indicate key challenges which BPO providers in Central and Eastern Europe are currently facing. Four major global BPO destinations have been identified: (1) Asia Pacific, (2) Central and Eastern Europe, (3) Latin America and (4) Middle East and North Africa. Several challenges can be identified, such as specialisation, automation, public institution outsourcing and freelance outsourcing.