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Q: What makes Poland’s BPO workforce unique in the global context?
A: History has taught the people of Poland how to work with dedication, passion, and creativity toward even the most challenging goals. We are flexible, highly adaptable, and very ambitious, and that’s why Polish people are recognized for their outstanding work ethic.
Our society has many cultural similarities with North American and Western European countries, which has led to an influx of international students joining the labor market.
When you combine that with Poland’s commitment to language education, this trend is allowing companies to source several dozen languages from one place in the heart of Europe.
Q: What role does Poland play in Foundever's global operations?
A: Our primary contribution to the global organization has been as the hub that covers the highest amount of languages from a single location—35, to be exact.
The most unique languages we have recently recruited for are Finnish, Japanese, and Flemish. In fact, we’ve been able to find people with diverse language skills all across the country—it just comes down to how much time we have and how many people we need for a specific language.
Q: How do you source talent or develop skills in so many languages?
A: We use a multi-channel approach and different strategies for various languages. For instance, we establish direct contact with candidates from universities and collaborate with NGOs that can connect us with people who speak these languages.
We also advertise on over 13 job listing websites, utilize social media, and reward employees with a monthly bonus for successful referrals.
Q: How is technology likely to impact the future of Poland's BPO sector?
A: I don’t see Poland being any different from other economically advanced countries in terms of technological adoption. But, since Poland is a hub for software development, I believe we’ll be one of the driving forces behind the development of new solutions in the AI space.
For the BPO and CX industry, I expect we’ll see a surge in AI-driven process automation, with the tech becoming more capable of handling complex tasks. As it evolves, it will likely lead to the creation of new service lines and more sophisticated customer interactions that we can't yet fully envision.
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