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BPO for Western Customers:
Opportunities & Challenges
Sergiy Sumnikov
Source: E&Y Report “Outsourcing in Europe”
Which services are BPO services?
• Subsidiaries of international BPO companies
e.g. WNS, Euroscript
• Polish BPO companies that serve Western clients
e.g. ArchiDoc SA
Special group: Shared Service Centers (SSC) and captive centers of
Western companies, e.g. Shell, Bayer
BPO for Western customers in Poland
• More realization of HR potential
• More business with Western countries
• More full satisfaction of customer needs
• Possible synergy between ITO and BPO
Why think about BPO in
such a successful ITO country as Ukraine?
• Ukrainian BPO companies that serve Western clients
e.g. BPO Nextdoor, Pure BPO
• Subsidiaries of international BPO companies
e.g. Runway BPO, Teleperformance
Special group: Shared Service Centers (SSC) and captive centers
of Western companies, e.g. Nestle, Austrian Airlines
BPO for Western customers in Ukraine:
status quo
• Difference in costs between Ukraine and EU countries
• Big HR pool with potential employees with foreign language
skills and/or a special qualification
• Low competition for HR
• Positive image of Ukraine as ITO destination
BPO for Western customers in Ukraine:
opportunities
• Few people are able to effectively sell BPO services
to Western companies
• Not always clear service definitions
• Geopolitical risks
• Automation
BPO for Western customers in Ukraine:
challenges
• As soon as geopolitical stability comes, foreign companies will
open their BPO and SSC offices in Ukraine
• Ukrainian BPO companies can be competitive if they will be
able to effectively sell their services
• ITO & BPO can and should be friends
BPO for Western customers in Ukraine:
outlook
LinkedIn: Sergiy Sumnikov
sergiy.sumnikov@bponextdoor.com
Questions?

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Lviv Outsourcing Forum 2016

  • 1. BPO for Western Customers: Opportunities & Challenges Sergiy Sumnikov
  • 2. Source: E&Y Report “Outsourcing in Europe” Which services are BPO services?
  • 3. • Subsidiaries of international BPO companies e.g. WNS, Euroscript • Polish BPO companies that serve Western clients e.g. ArchiDoc SA Special group: Shared Service Centers (SSC) and captive centers of Western companies, e.g. Shell, Bayer BPO for Western customers in Poland
  • 4. • More realization of HR potential • More business with Western countries • More full satisfaction of customer needs • Possible synergy between ITO and BPO Why think about BPO in such a successful ITO country as Ukraine?
  • 5. • Ukrainian BPO companies that serve Western clients e.g. BPO Nextdoor, Pure BPO • Subsidiaries of international BPO companies e.g. Runway BPO, Teleperformance Special group: Shared Service Centers (SSC) and captive centers of Western companies, e.g. Nestle, Austrian Airlines BPO for Western customers in Ukraine: status quo
  • 6. • Difference in costs between Ukraine and EU countries • Big HR pool with potential employees with foreign language skills and/or a special qualification • Low competition for HR • Positive image of Ukraine as ITO destination BPO for Western customers in Ukraine: opportunities
  • 7. • Few people are able to effectively sell BPO services to Western companies • Not always clear service definitions • Geopolitical risks • Automation BPO for Western customers in Ukraine: challenges
  • 8. • As soon as geopolitical stability comes, foreign companies will open their BPO and SSC offices in Ukraine • Ukrainian BPO companies can be competitive if they will be able to effectively sell their services • ITO & BPO can and should be friends BPO for Western customers in Ukraine: outlook