Outsourcing Destination Guide Poland 2014 by Deutscher Outsourcing Verband

OUTSOURCING
DESTINATION
GUIDE
ITO& BPOMARKET
EXAMPLES
CONTACTS
Independent
information
guide by
German
Outsourcing
Association
POLAND
With support from:
Published by: In co-operation with:

KNOWLEDGE
LOCATION
STRUCTURE
ENGAGEMENT
POLAND
ITO & BPO
SERVICES

Outsourcing
Destination Guide
Poland
We present with the Outsourcing Guide Poland the capabilities and actors of the
Polish ITO and BPO Industry.
We show case unique solutions invented by Polish service industry experts in the
form of case studies and project reports.
As a result we help decision makers better understand the advantages and condi-tions
in working with Polish ITO and BPO service providers.
6 - Market Overview
18 - Case Studies
53 - Profiles & Contacts
63 - Sponsors & Partners
Independent information guide by German Outsourcing Association in co-opera-tion
with ProPregressio Foundation, Poland.

Warsaw Downtown Skyline
Picture: DocentX via wikipedia

THE POLISH
ITO & BPO
INDUSTRY
7 - Poland - Destination For Near and Offshoring of BPO and ITO
Operation Centres
12 - The ITO Labor Market in Poland - an overview
6www.outsourcing-destinations.org

>>
Few words for the beginning - Polish cities
2014 is another year when Poland proves to be the most popular destination for BPO and ITO businesses. First time, the Tholon’s Group have located city of Krakow in the Top 10 global BPO destination list and what is more Krakow is the highest located destination in Europe.
Within last years the outsourcing industry is very fast developing in Poland and besides main cities, the operation centers are being opened in smaller cities, but also in so called “satellite cities”. From the locations perspective Poland can be divided into three main Tiers. The Tier One locations are Kraków, Warsaw and Wrocław.
Those are very well developed cities with large talent pool, multilingual human resources, available modern office space and also already quite big number of BPO/SSC/ITO or R&D companies. The competition is quite high in those cities in the area of wages but from the other hand the most experienced employees can be found over there.
The Tier Two locations are Tri- City, Łódź, Poznań and Katowice. The development of BSS (Business Support Services) industry has started in those locations a little bit later comparing to Tier One cities but these destinations are developing the fastest and the growth of BPO/ITO has the highest dynamics recently than any other location in Poland. The industry had a positive impact
THE POLISH ITO & BPO INDUSTRY
Poland - Destination for Near and Offshoring of BPO and ITO
Operation Centres
By Wiktor Doktór, CEO of Pro Progressio, General Council Chair Poland of the German Outsourcing Association, Author and Manager of OutsourcingPortal and Outsourcing&More - leading EN/PL Publications for the ITO&BPO industry in Poland and beyond
Copyright @ All rights reserved. German Outsourcing Association
7

on labor market but also on the growth and availability of the modern office space.
The leading developers who understand and fulfill the requirements of BSS sector are for example SKANSKA Property Poland, Vastint or AIG/Lincoln. Buildings built by those companies in 100% match the needs of BPO/ ITO tenants.
The third group of cities, so called Tier Three includes Szczecin, Lublin, Bydgoszcz, Rzeszów and Opole. The first two cities are on the very fast track to be moved to Tier Two locations, what should take place in coming year or two. The attractiveness of those destinations lies in attractive costs, higher unemployment rate, but at the same time with availability of highly skilled human resources and growing availability of office space. Based on the current trend those destinations should notice the growth of the industry in stable way.
Besides the Tier One, Two and Three locations mentioned above it is good to know other destinations, which were not popular before but are becoming visible on the outsourcing map of Poland as so called “satellite cities”. Within this group we have Radom (the satellite of Warsaw), Piła (the satellite of Poznań and Bydgoszcz), Częstochowa (the satellite of Katowice).
Those locations are ready for the operations centers of the medium size – up to 100 seats. In each of those locations there are at least three or more universities or other private schools. Some of those cities have their own airports but some not, although each of them is very well commuted with the larger neighbor cities.
There are also other locations like Toruń, Olsztyn, Białystok or Kielce where the outsourcing industry keeps on growing and in line of time they will become more visible on the outsourcing destination map of Poland.
A little bit of history and the profile of foreign investors
Poland is the biggest Country in the CEE Region with over 16 big cities where outsourcing industry is growing since 1995, but there are also first local operations centers who started their activities in 1965.
The main country of origin of the BPO and ITO investments in Poland are the USA followed by Germany, France and UK. Other significant investors who locate their BPO/IT/SSC and R&D business in Poland are from Sweden, Netherlands, Denmark, India, Japan, South Korea and many others.
The main appeal of Poland is the human resources, nearly 500 000 students graduate each year. There are public and private universities, colleges and high schools in every city. High qualified resources, very good IT and telecommunication infrastructure, presence of Special Economy Zones, Technology Parks, central European location, wide availability of office space and attractive cost level makes Poland a leading outsourcing destination in CEE region.
There are currently operating over 500 BPO or SSC Centers in Poland. This number already includes local-Polish service providers very well prepared to provide a wide range of services including finance and accounting, accounts receivables, multilingual call and contact center, research and development as well as a full scope of IT services. Small, Medium and Large companies are experienced in computer and mobile software development, programming, data hosting and other services.
Human Resources
In 2012 there were in total 485.246 graduates in Poland, among whom 77.155 are techCopyright
@ All rights reserved. German Outsourcing Association
8

nical, and 77 170 are economic graduates, divided among the larger cities in Poland. Graduates show well developed foreign language skills. The most common foreign language is English, followed by German, French, Spanish, Italian and Russian. In the most advanced outsourcing centers services are provided in more than 20+ foreign languages including all European but also Asian or African languages. All leading global providers of HRO and RPO services have their offices in Poland, offering recruitment, HR leasing but also professional external employment and contracting services. The examples of the recommended recruitment companies are Connectis, Harvey Nash Technology, HAYS Poland, Kelly Services, Page Personnel and Randstad. All the companies have professional consultants supporting BPO, SSC, ITO, R&D and other operations activities.
The level of salaries is different depending on the city but the average for Poland is monthly gross wage circa 840 Euros, while minimum monthly gross wage in 2013 is PLN 1.600, which is circa 380 Euros.
If we take a closer look at the salaries in outsourcing industry, here are the examples of the salary levels in selected four cities (Poznan, Tri-City, Lodz and Lublin).
Finance Processes
Poznan
Tri-City
Lodz
Lublin
Accountant
1070
1070
905
762
Team Leader
1780
1780
1670
1428
Manager
3810
3810
3570
2857
Average salary of English speaking employee in EUR (1 EUR = 4,2 PLN)
Call Center
Poznan
Tri-City
Lodz
Lublin
Senior Agent
524
1190
830
714
Team Leader
1190
1670
1550
1310
Manager
1430
2380
2380
2380
IT
Poznan
Tri-City
Lodz
Lublin
.Net Developer
1905
2380
1670
1428
C++ Developer
1670
2260
1670
1428
IT Support
1070
1550
960
952
9

Associations and Outsourcing Organizations
In Poland there are well organized, experienced and fast growing professional outsourcing industry associations and organizations. The most important are (in alphabetical order):
ABSL – with group of almost 100 members with local chapters in various Polish cities. ABSL is also present in Romania and will grow its presence in other CEE Countries. ABSL is supporting the dynamic growth of the business services sector. The main areas of Association’s activities are: HR, law, economic and PR. http:// www.absl.pl/home
ASPIRE – located in Krakow, representing the group of over 100 members mainly from Krakow, Katowice and Lublin. ASPIRE is a part of the Central & Eastern European Outsourcing Association. Very well performing organization and running a number of industry initiatives. http://www. aspire.org.pl/
Pro Progressio – The organization is widely open to outsourcing industry, including BPO/SSC, ITO, HRO, KPO, R&D, Software Developers, Sales Force Outsourcing, Car Fleet Management, public sector, special economy zones, technology parks and many others. Pro Progressio manages the Outsourcing Club, with current number of almost 50 members. Besides the Club, the Foundation also manages outsourcing industry media in Poland, which are www.OutsourcingPortal.pl and Outsourcing&More Magazine. Pro Progressio is also the Partner for the Deutscher Outsourcing Verband in Poland. http://www. proprogressio.pl.
The most important outsourcing events organized in Poland
Outsourcing Breakfasts, Networking meetings and The Outsourcing Stars Gala organized by Pro Progressio
Annual ABSL Conference
Annual ASPIRE Conference
Annual Polish Outsourcing Forum organized by Roadshow Polska
Cycle of conferences “Prospects in Poland” organized by Bluevine Consulting in partnership with Poland Today.
The most important outsourcing industry media in Poland
OutsourcingPortal –
www.outsourcingportal.pl
Outsourcing&More Magazine – www.outsourcingandmore.pl
The author: Wiktor Doktór is an Outsourcing, BPO and Call Center industry expert. Over 10 years’ experience in start-up’s and managing large operation centers. Experienced speaker, author of various publications, innovator and industry networker. Author and administrator of OutsourcingPortal and Outsourcing&More – the only Polish-English outsourcing industry media run in Poland. CEO of Pro Progressio – Foundation supporting growth and development of the outsourcing industry and outsourcing education in Poland. Wiktor was twice nominated to the title of the Best Manager in Lodz Region (2011, 2012) and has been named as one of the most influential outsourcing person in Poland (2010, 2011, 2013). Wiktor alo represents the German Outsourcing Association as General Council Chair Poland.
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General
The overall outlook for the modern business services sector in Poland is very positive. Poland enhances its position as a mature near and offshoring destination, attracting new investments in all the major cities. This includes companies opening new captive shared service centres, BPO and ITO businesses setting up new delivery centres or acquiring existing ones. Moreover, the already established centres continue to expand – moving from a single function to a multi-function service delivery, as well as bringing more advanced activities within already provided scope.
Business in figures
According to the most recent ABSL report there are already 470 service centres with foreign capital in Poland, belonging to 325 investors and employing 128,000 people. 95% of those employees are in ten largest business services locations: Krakow, Warsaw, Wroclaw, Tricity, Lodz, and the Katowice Agglomeration, Poznan, Bydgoszcz, Szczecin, and Lublin.
Compared with the beginning of 2012, the number of employees in service centres with foreign capital increased by over 50% – from 83,000 to 128,000. In the past 12 months (from April 2013) at least 18,000 new jobs have been created, most of them in Krakow (>5,000). A quarter of this growth comes from the foreign companies just entering the Polish business services market having not previously held any centres in Poland. However the dominant part of the increase in employment (75%) corresponds to entities operating in Poland since before 2013.
The diversity of the processed supported by the centres in Poland is very high ranging from popular IT, Accountancy & Finance, HR, Customer Service to less represented Supply Chain, Procurement, Marketing and other services.
It is worth noting that according to the ABSL study the largest part of all employees (29%) in all types of service centres are linked with IT processes.
Share of centres supporting IT processes:
32% - IT Service Desk
22% - Infrastructure Management
21% - Application Lifecycle Management
12% - Incident Management
11% - Problem Management
The ITO Labor Market in Poland - an
overview
By Małgorzata Jasińska, Managing Director at Hays Talent Solutions
THE ITO LABOR MARKET IN POLAND
12

11% - Request Fulfillment
9% - ITIL Management
8% - Other IT services
21% - Access Management
Students and
graduates
The primary argument for companies interested in establishing their centres in Poland is access to one of the youngest and best educated societies in Europe. This country educates around 1,7 million students every year and almost half a million graduates exit the gates of higher education institutions annually.
The share of IT students among the total student population is rising since 2010. In 2013 there were over 70 thousand students on IT degree courses in Poland and 14 thousand of graduates. Polish students achieve a lot of successes in areas of information technology, a fact confirmed by their outstanding results at prestigious international competitions. The biggest IT academic centres are respectively Warsaw (with 2100 graduates), Cracow (with 1900 graduates) and Wroclaw (1400 graduates).
Knowledge of
languages
Good education goes in hand with excellent foreign language skills and these are a precondition for any candidate wishing to work in ITO, especially in IT Service Desks. Knowledge of English is a basic requirement, regardless of position, and very often the employer also expects the employee to be fluent in an additional foreign language. Generally the services provided in the business service centres in Poland are already delivered in 40 different languages. The most frequently used language to support the customers is English, declared to be used in all centres. It is followed by German, French, Spanish & Italian used in over 50% of the centres. However it is worth noting that among experienced IT professionals knowledge of additional foreign languages beside English is not as popular as in other process and fluency in German for example can significantly increase candidate’s salary expectations.
IT skills in demand – tendencies
Polish IT market is looking for professionals experienced in programming and application development. The most common technologies are: Java/JEE, c #,/.NET, c #/ASP.NET, C/C++, Python, Java Script. There is also a demand for developers familiar with Scala. Also knowledge of agile programming methodology used in project management, especially Scrum, Extreme programming, Lean is becoming more and more popular.
Another area, worth to highlight are mobile apps. Because the number of users of mobile applications is increasing, raises demand for this kind of professionals specialised in Android Programmers, iOS, Windows Phone. Many programmers who developed desktop applications in Java platform often switches on Android. Another changes in polish IT specialists market includes for example C/C++ developers transition to Objective-C or to develop software for Apple products. In addition, popularity of Swift programming language proposed by Apple a few months ago is still increasing and have already gained their enthusiasts.
In addition, the area which is also worth mentioning is Big Data. Global and local businesses, including ITO’s want to exploit the potential which lies in the ability to analyse the data generated by various information systems. These actions are used to define trends and processes to support the strategic management of the company, its products and services. In this field the need for analysts, programmers, consultants in this area is increasing.
Specialists using the technologies related to natural language processing, speech translation and recognition of the longhand are also desired in R&D centres in large global organizations. In adCopyright
@ All rights reserved. German Outsourcing Association
13

dition, there is also increasing de-mand
for engineers familiar with
the methods of signal process-ing/
images, methods of statisti-cal
machine learning or artificial
intelligence.
There is also need for specialists
familiar with the management
of network services or technical
support.
The salary shown above should
be considered only as an indica-tive,
and the specificity of the po-sition,
the availability of certain
competences in the local mar-ket,
and the company’s profile
should always be considered. In
addition, due to the fact that the
rates are not represented in lo-cal
currencies one should always
consider the Euro exchange rate
according to which they were
calculated.
Future perspectives
It is estimated that in the indus-try
of information technology in
Poland works over 340 000 peo-ple
- and the needs are growing.
Employers expect a very clearly
defined and documented com-petence.
Already, more than 60
percent of IT staff has, at least,
bachelor or engineer title.
The fundamental group of sub-stantive
competences, which
will increase in the future among
polish IT specialists are character-ized
mainly by the ability to solve
abstract problems; knowledge of
the tools and courage to work in
an environment of new technol-ogies.
Year after year polish IT students
are developing competences and
receive specialized certificates,
which are the correct passport to
apply for a job as a professional.
Therefore, polish IT labour mar-ket
is becoming more and more
attractive.
The author: Małgorzata Jasińska,
Managing Director at Hays Talent
Solutions.
Malgorzata has over 9 years ex-perience
in recruitment. She
started her career in Ireland fo-cusing
on the outsourcing sector.
Since 2009, when relocated to
Poland, Malgorzata has been the
key driver of the development
and delivery of RPO solutions to
business services clients across
CEE region. Experienced in pro-viding
consultation and advice to
organisations to board level, Mal-gorzata
represents Hays acting
as a HR Strategic Partner to ABSL.
As of 2014, she is also responsible
for the International Resourcing
Centre in Krakow servicing Hays
RPO clients in the EMEA region.
IT / Technical Support Max Min OK
1st Line Support (0 - 1 year of exp.) 1 100 725 800
2nd Line Support 1 325 1 050 1 275
Team Leader (5 - 15 FTEs) 2 150 1 675 2 000
Process Manager (up to 50 FTEs) 3 325 2 850 3 575
Java Developer (2-4 yrs of exp) 1 430 2140 2860
Java Developer (4-6 yrs of exp) 2860 3330 3810
.NET Developer (2-4 yrs of exp) 1 670 2140 2 620
.NET Developer (4-6 yrs of exp) 2 620 3100 3 570
14 Copyright @ All rights reserved. German Outsourcing Association
Monthly gross salaries - wages in Euro, exchange rate: 1 EUR=4,2 PLN

CEE IT SALARIES
Bulgaria
Poland
Serbia
Croatia
Slovenia
Czech Republic
Hungary
Romania
Slovakia
0 5 10 15 20 25 30 35 40
0 5 10 15 20 25 30 35 40
USD / hour
USD / hour
Project Manager
Senior Developer
Middle Developer
Junior Developer
Data source: CEE ITO Review
2010; Graphic: Publisher
Belarus
CEE IT SALARIES
Copyright @ All rights reserved. German Outsourcing Association 15

GERMANY
FRANCE
NORWAY
SWEDEN
UK & IRELAND
SPAIN ITALY
UNITED STATES LOCATION
& KEY FACTS
SWITZERLAND
NETHERLANDS
SOUTH AMERICA
CENTRAL AMERICA
Population 38,485,779
Official language Polish
Capital Warsaw
Currency Złoty (PLN)
GDP per capita $13,334 (2010)
Time zone CET (UTC +1, summer +2)

POLAND
SWEDEN
SWITZERLAND
RUSSIA
INDIA
CHINA
JAPAN
AUSTRALIA
Copyright @ All rights reserved. German Outsourcing Association 17
Picture: OCHA

INDUSTRY
INSIGHTS & CASES
20 - A view over F&A outsourcing for mid-market enterprises
24 - Supply of office space in major ITO/BPO/SSC locations in Poland
29 - New possibilities to support projects in the ITO & BPO industry
34 - Social media for customer service
40 - Szczecin among most attractive Polish cities for BPO companies
48 - Outsourcing of office services in Poland
www.outsourcing-destinations.org

With a mature F&A outsourcing market as the Polish one, mid-sized enterprises do not have to engage themselves into setting-up captive Shared Services Centers. They can benefit of the mid-market dedicated BPO providers’ experience, valuable resources and best practices to go faster through a risk-free transition and transformation towards a more efficient and centralized F&A function.
There are numerous market researches that have been done during the past years, all indicating the growing trend among companies who decide either to outsource their F&A processes or to centralize them in captive Shared Services Centers.
Their choice to adopt one alternative over another or even a combined approach depends on their operations size, access to specialized resources, speed at which they can react to changes when their business grows or contracts, their HQ location, languages spoken within their organization, the benefits they can obtain from each of these alternatives and which one supports best their business goals and culture.
While larger enterprises decide rapidly for continuing this journey mostly on their own and set-up own Financial Shared Services units, mid-sized enterprises having smaller F&A operations (10-50 headcount in F&A) may consider outsourcing as a more viable alternative.
However, even outsourcing can generate considerable costs nowadays, if the outsourcing provider is located in a country with expensive labor. In this case, one of the main outsourcing’s benefits – lowering operational costs – is not so significant anymore.
F&A on-source outsourcing has been giving its maximum efficiency during the past decade and more and more companies are looking now into some other outsourcing options which would offer them the same service quality and support for internal customer organization but at lower costs.
One of these options is outsourcing their F&A processes to a near- shore location in the CEE region. Companies from the Western and Northern Europe appreciate most this approach also due
A view over F&A
Outsourcing for
Mid-market enterprises
By Alice Anghelea, Corporate Sales Director at UCMS Group
FINANCE & ACCOUNTING OUTSOURCING
19

to serious facts such as shrinking working force expected in the coming years as well as migrations of their skilled workforce to the rest of Europe or even outside the continent.
While many countries in the CEE can offer attractive outsourcing options, when it comes to F&A outsourcing services, Poland still remains the leading country in the region having the biggest resources pool and a sustainable outsourcing industry sector.
Before client companies outsource their F&A processes to a near-shore location, as Poland is, they have to make sure that key success factors are well covered. Choosing the right F&A outsourcing partner and making a proper risk analysis and mitigation plan are among the main important aspects that client companies’ executives need to consider prior to making a decision.
Choosing the right F&A outsourcing partner for mid-market enterprises
The landscape of the Polish outsourcing providers as well as large multinational ones present in Poland is very diverse today. This creates even more challenges among buyers from mid- market segment in their attempt to identify and evaluate correctly their preferred service provider.
Apparently although large providers might have all necessary technical capabilities to deliver the requested services, mid- market buyers would still have to answer a critical question to their future’s success: would they benefit of the expected collaboration relationship from the large vendors having in mind mid- market buyers’ smaller business size which probably does not position them as top customers? It is very much likely that they will not get the expected attention and flexibility from global multi-billion outsourcing providers, simply because they are too small for them.
Choosing a service provider who targets their mid-market segment and who shares the same values, relationship principles and position towards proactivity, in addition to meeting all service requirements, would guarantee the success of their decision.
Near-shore outsourcing specific risks and how Poland reduces them
Besides the typical risks specific to F&A outsourcing projects (accurate and on-time business requirements and process handover, on-track technology set-up, just to mention a few) there are specific risks of the near-shoring concept itself which business decision makers should analyse and discuss with their potential providers in order to eliminate any concerns.
These risks are related to:
• choosing the right outsourcing location
• maximizing the availability of multilingual staff required in projects
• compliance with other countries’ regulations and culture
The CEE region offers several outsourcing location choices but Poland remains the country with the highest risk-free degree due to its well-developed social, economic and educational environment which heavily sustains the outsourcing industry. Unlike other CEE countries, Poland has quite a few well known outsourcing locations: Krakow, Warsaw, Lodz, Poznan, Gdansk and Wroclaw. There are also other mid- sized Polish cities with potential to further develop and transform into future outsourcing places where companies from abroad could near-shore their processes.
According to the Polish Central Statistical Office, 62% of the Poles speak at least one foreign language. Most widely spoken European languages skills are easy to find at specialized staff
20

in F&A areas while there are various solutions to also cover more niche/exotic languages such as the Nordic ones.
Although there are still differences between European countries’ regulations, with today’s increased harmonization of the European Union’s legislative framework there are Polish outsourcing providers who have developed their own methodologies to adopt near-by countries’ legislation and practices. How they succeed in creating a performing environment to deliver risk free services from Poland remains each provider’s unique differentiator to further demonstrate to their customers.
In addition to these specific risks, one of the biggest risks of the traditional on-shore model related to „hidden costs” can be now easily eliminated by the near- shore outsourcing contracts’ specific structure which cover full scope delivery without additional charges. This offers customers more transparency over their contracts and less administration, more predictibility and comfort.
The author: Alice Anghelea, Corporate Sales Director at UCMS Group.
Alice has over 12 years of experience in the BPO industry sector and consultative selling. A graduate from the Cybernetics and Economy Informatics faculty of the Academy of Economic Studies in Bucharest, Romania, and with a master degree in IT Project Management, Alice has embraced a sales and business development career since the very beginning, being driven by her passion to create and develop new business opportunities, satisfied customers and increased profitability. At UCMS, Alice is responsible for the overall management and leadership of the group’s regional Finance & Accounting and Payroll & HR BPO sales and business development.
21
Business Center Warsaw
Credit: Radek Kołakowski

SUPPLY OF OFFICE SPACE POLAND
BPO land
Poland, the most robust economy within the CEE region has been the BPO land of the West for over 15 years now. The investments implemented by the government, high calibre of country’s universities, the track record of the existing players coupled with a sustainable labour pool have played a vital role in making Poland the most successful BPO destination in Europe. The sector has grown as a result of expansions by existing companies such as State Street, Capgemini, HP, IBM or HSBC. Also the new operations such as Lundbeck in Krakow, Viessmann in Wroclaw or Kemira in Tricity are examples of the cross industry new investments in a number of Polish cities. Poland is the obvious choice for most companies seeking to open a BPO, KPO, ITO, SSC or a Contact Centre. Often the long list of locations being reviewed for site selection starts with 75% of the cities being in Poland and the remaining 25% across other countries in the CEE region.
Not only are the tier 1 cities in Poland able to absorb the growing requirements of the BPO industry but also the tier 2 and tier 3 cities. With the strong development of the road infrastructure and the airport system in Poland, the interest of the companies from the BPO / SSC sector is more often drawn to smaller cities.
However, new destinations do not pose competition for the established locations. On the contrary, the processes managed in the biggest BPO destinations are gaining on complexity, while the basic processes are transferred to the smaller cities. Over the last 4 years cities such as Olsztyn, Byd- goszcz, Opole or Rzeszow have been able to absorb BPO requirements from international companies across diverse sectors such as Atos, Alcatel Lucent, Capgemini, France Telecom, Citi Group, Carlson Wagonlit Travel, Orange, Sanofi Aventis and many more.
The growing investments in the BPO sector in smaller cities of Poland demonstrates that the country is capable to remain a sustainable BPO location not only in the near future, but also in the longer run. This is also reflected in the statistics comparing the pace of BPO growth in Poland and India, where the number of new establishments decreases, moving more often to the CEE region.
Supply of office space in major ITO/BPO/SSC locations in Poland
By Joanna Mroczek, Director, Head of Research and Consultancy
Department at CBRE, Poland
23

Supply of office space in major office destinations
Currently there is around 7.3 million sq m of modern office space located in Warsaw and the seven major regional cities. Warsaw is the largest and the most established market in the country, although many other cities have already achieved the required level of quality and adjusted to the market expectations. Still there is a lot of B and C-Class buildings, where new tenants can find a kind of temporary location, waiting for a new scheme.
Currently, apart from Warsaw, where there is almost 570,000 sq m vacant space (13%), the highest availability has been registered in Wroclaw and Tricity. There is over 11% vacant in each city. Other cities are in a worse situation, particularly in Krakow, where vacancy rate stands only at 3.5%. In practice, larger tenants can choose only from only 2 – 3 immediate A-class offers.
However, the situation has been improving in all major cities, having considered the space in pipeline within the next 12 months. After the period of a slowdown, the construction activity has again accelerated. Nowadays, there is over 1.2 million sq m under construction with 47% being developed in the regions. For the first time, tenants are able to choose from a number of options in many locations. The ready-to- use office space is essential to attract foreign investors, that usually, having taken the location decision, cannot wait long to move in. Once the new constructions are delivered, the availability is expected to increase in majority of the locations.
There are also new players on the BPO map that might also turn out to be interesting option for investors. These are Szczecin, Lublin, Bydgoszcz, Olsztyn or Rzeszow. Those cities have already attracted some foreign corporations and slowly have been improving the offer a good quality accommodation for the new entrants.
Obviously, it is much easier to set up a new office in established destinations, where high schools, local authorities and developers are aware of the market expectations. However, the new locations can offer lower operation costs, unoccupied labour pool and more involvement of cities’ authorities in the cooperation with investors. In many cases, developers have already some experience in other cities and, supported by consultants, are able to meet the investors’ reA&
B class
office stock
(mkw.)
Under construction (‘000 sq m)
Vacancy rate
Warsaw
4,200,000
633,000
13%
Krakow
640,000
131,000
4%
Tri-City
470,000
88,000
11%
Wroclaw
560,000
147,000
12%
Poznan
306,000
70,000
12%
Lodz
297,000
37,000
10%
Katowice
325,000
66,500
5%
Szczecin
164,000
17,000
11%
Lublin
150,000
13,000
11%
Rzeszow
80,000
19,400
8%
Bydgoszcz
60,000
0
4%
Kielce
55,000
5,000
1%
Białystok
45,000
0
0%
Olsztyn
25,000
8,000
0%
Radom
20,000
0
20%
Opole
15,000
4,000
0%
Source:
CBRE,
2014
24

quirements. Other cities such as Radom, Kielce, Bialystok, Pila or Opole want to position themselves as satellite locations for large agglomerations and might also be considered as an alternative location for contact centres, subject to property availability, that at the moment is scarce.
Demand for office space
In the first half of 2014, both Polish and international companies, including BPO investors, leased over 270,000 sq m of office space in Warsaw and over 180,000 sq m in the regional cities. Since the beginning of 2010 the regional markets have been again booming, with the global economic slowdown working in favour of low-cost locations. Large manufacturers, IT and other service providers are deciding more and more often to shift their operations from Western Europe and to look for low budget, nearshore locations such as Poland.
Moreover, a number of already operating enterprises, having appreciated the advantages of CEE locations, have been rapidly expanding not only within the same locations, but also to other cities.
Krakow specializes mostly in IT services, finance and accounting. In the Tholons 2014 Top 100 Outsourcing Destinations report, Krakow ranked 9th in the World and 1st in Europe the best location for services centres category.
The third most recognizable location for the service sector in Poland is Wroclaw (58 centres), the most advanced and experienced in terms of local support. The city is extremely popular among manufacturing and high- tech companies setting up their research & development centres.
BPO operations in Poznan and Tricity include companies that appreciate the convenient location, as well as the manufacturing and trading traditions. Corporations often open financial and accounting centres in Poznan to serve their branches in Poland and Germany. Last years a substantial growth of BPO activity has been registered in Lodz, Katowice and Szczecin. The cities have a considerable potential for development, mainly developed road infrastructure and a well- qualified workforce. Lublin has also become attractive to manufacturing and outsourcing companies. New stars on the map include Kielce, Opole, Bydgoszcz and Rzeszow.
In the nearest years we still expect a number of corporations expanding and also entering the market. In many cases the agreements signed five years ago should expire with a potential for occupiers to improve the quality of the offices. Therefore the leasing activity should remain high.
Office lease terms and incentives
Currently, the headline rents for the highest quality office space in Poland range from EUR 10 – 15 /sq m/month in the best buildings in the regional cities as well as non-central Warsaw. Tenants may also count on many incentives, lowering the effective rent even by 15 – 25%. With growing vacancy rates, we expect the downward pressure on rents throughout 2014. However, many locations should retain a stable trend, especially those where the development of new office space remains scarce.
Rent - quoted net in EUR or in some cases in PLN and payable in PLN in advance with 23% VAT. Rents are usually subject to annual indexation to the Euro - Zone CPI.
Service Charges - Include water, electricity, security, heating, air- conditioning, service, cleaning of common areas, taxes, insurance and all other maintenance and operational costs of the building and common areas. Service charges are more often quoted in PLN net plus 23% VAT. A typical service charge in an A-class building ranges from EUR 2.50 up to 6.00 /sq m/ month.
Parking - the fee for a parking space would be around EUR 50 – 200 per month depending on a building’s location. Parking spacSUPPLY
OF OFFICE SPACE POLAND
25

es are allocated according to a parking ratio. Depending on the location, the ratio may vary from
1 space per 70 – 100 sq m of leased office space in the city centre to 1 per 25 – 50 sq m outside the centre.
Common Ratio - calculated as a percentage of the space added to the net rentable area. These include lift lobbies, ground floor lobby and toilets available for all tenants and guests, rest areas and corridors etc. Market standards for the add-on factor in Warsaw are in the range of 5 – 10%.
Security Deposit - 3 - 6 months’ rent or a bank guarantee.
Fit-out costs - the landlord gives the tenant the budget for the fit- out (negotiable, on average
around EUR 250 per sq m) and finishes the space up to the assumed budget. Other extraordinary expenses needs to be covered by tenants, however such costs as office move, furniture, interior design or logo on a façade can be still negotiable. The less advanced projects, developers are more flexible.
Rent free period - ranges from 1 to 1.5 month per each year of the lease agreement, depending on the lease length and the size and the landlord’s contribution to fit- out and other capital costs.
The author: Joanna joined CBRE Poland in 2007. The team collects and analyze data relating to all aspects of real estate markets in Poland. Joanna has managed a number of advisory projects for local and international investors in different sectors such as office, retail, warehouse, hotel and residential as well as mix- used projects. Joanna is also a trained speaker, presenting different aspects of the commercial property market on a number of conferences, seminars or workshops. She graduated from Warsaw School of Economics (MSc International Studies, Property Market) and has over 10 years of experience in real estate market, previously working in JLL. She is a mother of a 10-year old boy, speaks several languages, she is a good photographer, a tennis player and a runner as well as a big fan of scooter rides. Contact: Joanna.mroczek@cbre.com
A-class office rents in Polish cities (EUR/sq m/month)
26

On the 1st July 2014 new rules of obtaining support under the EU Financial Framework 2014- 2020 have entered into force. Although the details of support programmes are still under negotiation with the European Commission and we will have to wait for the first calls for proposals until the turn of the year, some facts about the new EU-perspective as well as other sources of funding for the ITO & BPO industry can be already indicated.
Poland is the largest 2014-2020 EU Funds beneficiary among all EU-countries with a budget of EUR 82.5 billion to be spent on different types of projects, from implementing innovative technologies or environmental undertakings to large infrastructure investments. Although there is no support instrument dedicated only for the ITO & BPO industry where the creation of new work places could be financed from public funds, companies from the industry will have the possibilities to benefit from a large amount of different measures in the new EU Perspective. A particularly interesting area for the ITO & BPO industry should be the support for R&D and innovation which will amount to almost EUR 10 billion.
Support will be focused on e.g. financing research and development projects (for example R&D works on the development of a new, innovative process or service), purchase of R&D infrastructure or the implementation of innovative technologies. The level of support for different areas will depend on the type of project, enterprise size as well as, in some cases, region of project location. Details on the support measures will be announced after the operational programmes have been accepted by the European Commission.
Grants for the creation of new jobs in the ITO & BPO industry
A different source of public aid available for the ITO & BPO industry is the “Program for the support of investments of considerable importance for Polish Economy for years 2011-2020” which is financed by the Polish Ministry of Economy from national funds. It was established to support investments in the form of cash grants in specific business areas, among others in the modNew
possibilities to support projects in the ITO & BPO industry
By Michał Gwizda, Partner and Wojciech Kwiatkowski, Manager at
European Advisory Services Team at Crido Taxand Advisory, Poland
SUPPORT PROGRAMS FOR ITO/BPO PROJECTS
28

ern services sector and R&D sector. The budget of the Program is PLN 670 million.
Services connected with HR, accounting, IT, technical support and consulting are all included in the modern services sector defined in the Program. To be eligible to apply for the support the investment in the above areas has to create at least 250 new jobs and capital expenditures for fixed assets should be at least PLN 1 500 000 high. It is possible to receive support from PLN 3 200 to PLN 15 600 per one new employee, depending on the total number of new employees and the number of points received during the evaluation of the project. If the investment is located in one of the regions of Eastern Poland (Podkarpackie, Podlaskie, Warminsko-Mazurskie, Swiętokrzyskie, Lubelskie) the value of the support is increased by 20%.
In the case of investments in the R&D sector it is possible to receive support in the form of cash grants either for the creation of new jobs or investment costs. In the case of applying for costs of hiring new employees the investment has to create at least 35 new jobs and capital expenditures for fixed assets should be at least PLN 1 500 000 high. It is then possible to receive from PLN 3 200 to PLN 15 600 per one new work place. If the new investment has capital expenditures which exceed PLN 10 million and is creating at least 35 new jobs it is possible to receive a grant of up to 12.5% of costs eligible for funding.
Each project which applies for the support in the Program is evaluated under the following criteria:
• complexity of processes provided in result of the investment project (in the case of projects in the services area),
• unemployment rate in the location of the project,
• number of new jobs for employees with higher education,
• amount of capital expenditures (in the case of applying for support for capital expenditures),
• involvement in the development of local environment – eg. cooperation with universities.
Investments which receive support under the Program have the possibility to combine the aid with EU Funds and Special Economic Zone permits if they are R&D projects or projects in the modern services sector which create at least 500 new jobs.
The institution which is responsible for granting support is the Ministry of the Economy, although application forms are submitted via the Polish Information and Foreign Investment Agency (PAIiIZ), which is pre-evaluating the application and sending it forward to the Ministry. The whole process of applying for support lasts approximately 6 months. The call is continuous – companies have the possibility to submit applications at any time.
Corporate income tax exemption under Special Economic Zones
Special Economic Zones (SEZ) are areas of Polish territory which are allocated for the running of businesses on preferential terms. Investors have the possibility to start an investment on a fully prepared site and benefit from the corporate income tax exemption. At present in Poland there are 14 Special Economic Zones (SEZ).
The tax exemption can be received by projects which have obtained a SEZ permit. The permit specifies the minimum capital expenditures which have to be incurred, the number of new jobs which have to be created as well as maximum level of public aid, received in the form of tax exemption.
The maximum permitted level of aid in each Polish region is regulated by the regional aid rules and is set as a percentage of eligible costs (entities can choose whether they apply for support for capital expenditures or 2-years remuneration of newly created jobs) incurred by the investor:
29

• 50% - in the regions (voivod-ships):
Lubelskie, Podkarpackie,
Podlaskie, Warminsko-Mazurskie;
Kujawsko-Pomorskie,
Lodzkie, Swiętokrzyskie, Lubusk-ie,
Opolskie, Pomorskie, Zachod-niopomorskie,
Malopolskie and
part of the Mazowieckie region;
Dolnoslaskie, Slaskie,
Wielkopolska and part of the Ma-zowieckie
region;
• 20% - in part of the Ma-zowieckie
region;
• 15% - in Warsaw (during the
period from 1st July 2014 till 31st
December 2017, from 1st Janu-ary
2018 - 10% ).
Location of SEZ management
boards and maximum aid in-tensity
in Poland:
The minimal level of investment
enabling a company to apply for
public aid on a plot which is part
of a SEZ is EUR 100,000.
There is also the opportunity to
grant private land the status of
SEZ, but it requires the necessity
to fulfill one of several conditions
connected with:
• number of new work places
and investment outlays (the ex-act
amount depends on the un-employment
rate in the location
of the investment);
• implementation of innovative
technologies;
• in case of R&D activities – hir-ing
at least 50 new employees or
incurring minimum PLN 10 mil-lion;
• in case of IT / accounting / au-dit
/ call center services - hiring at
least 150 new employees or in-curring
minimum PLN 10 million.
First step in the process of ob-taining
SEZ permit is direct con-tact
with selected SEZ. The per-mit
is issued by management
boards of the zones. Companies
can benefit from tax exemptions
until 2026. The call is continuous
– companies have the possibil-ity
to submit applications at any
time.
The authors: Michał Gwizda,
Partner, European Advisory
Services Team
Michał has extensive experience
in negotiating state aid packages
for enterprises as well securing
financing for new investments,
research and development and
environmental protection invest-ments.
He has worked for the
largest foreign direct investments
Maximum
aid
intensity
50%
35%
25%
20%
Warsaw
15%
(do
31.12.2017
r.)
10%
(do
31.12.
2020
r.)

in Poland. Michał has been active
in the area of public aid consult-ing
since 2002. He is currently a
Partner responsible for the Crido
Taxand European Advisory Servic-es.
The team he heads was recog-nised
twice as the most effective
in Poland in securing European
Union funds by FORBES magazine
and obtained over PLN 3.5 Billion
in state aid. Michał has partici-pated
in drafting reports, analyses
and publications on state aid and
European funds, amongst oth-ers
for The Economist, Harvard
Business Review, Rzeczpospolita,
Gazeta Wyborcza, Nowy Przemysł.
He is the co-author of four books
on state aid published by C.H.
Beck. He sits on the Board of Cen-trum
PPP.
Wojciech Kwiatkowski, Manag-er,
European Advisory Services
Team
Wojciech is working in Crido
Taxand since 2009. He special-izes
in obtaining financing for in-vestment
projects of enterprises
in manufacturing, energy, BPO
and R&D sectors in the forms of
grants, tax exemptions as well
as preferential loans. Wojciech
has also significant experience
in accounting projects co-fi-nanced
from public funds. He is
responsible in Crido Taxand for
the development of advisory ser-vices
for entities from German-speaking
countries (Germany,
Austria, Switzerland). Co-author
of books on obtaining public as-sistance,
published by C.H. Beck
“Repayable financing of urban
development from EU funds –
the JESSICA initiative”, “EU funds
2014-2020. New perspective,
new possibilities.”
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SOCIAL MEDIA FOR CUSTOMER SERVICE
Most customers are now comfortable using many channels of communications. They may use email, phone, and more and more often a social channel to ask questions about brands, look for help or complain about any problems with a product.
80% of global customers search for products online every week, 70% of the global Internet population now uses social media, and 55% of social media users follow a product or brand. For Customer Service Managers it means that they can no more ignore social media as a more and more important channel for serving customers inquiries. The critical task for them today is to understand how their customers prefer and are communicating with their brands.
Digital revolution has changed the world
The rapid development and growth of digital technology in recent years have left few industries untouched. To stay relevant today, no company can afford to ignore the wide-ranging implications of the Digital Revolution. Organizations are realizing that they need to engage in new ways with customers whose expectations are higher than ever. Brands and consumers are engaging, interacting and connecting with each other 24/7 using all possible communications tools, more and more often the Internet and social media channels. Additionally, customers do not need any more to stay at their laptops to comment on a brand and ask a question.
Improved infrastructure, connectivity and reach mean that consumers have the Internet at their fingertips, wherever they are, via the multiple devices at their disposal. It means a great opportunity from the marketing and customer service experience but also many threats if this process is not managed accordingly. Last but not least are new opportunities driven from analytics generated by the communications channels. New insights into customer sentiment and behaviour are being revealed via big data analytics capabilities. These allow companies to predict behaviour, customize product and service offers, and to up- and cross-sell appropriately and effectively via multiple channels.
Poland follows global trends
In Poland two-thirds of the population have access to the Internet and an average time spent online is 4 hours and 59 minutes. No wonder that some inquiries about products and services are made on the Internet – for many people it is more convenient to place an inquiry on the company’s website, on Facebook or on the channel in Twitter than to use a telephone. In addition, it is also a place where customers may spontaneously make, not always positive, comments about the product or the guarantee.
Referring to the research recently published by the techno-
Social media for
customer service
By Mariusz Odkała, CEO, Teleperformance Poland
34

logy magazine ZDNET, the most favoured tool for interaction between customers and companies using social media was Facebook. For 82% of consumers it was the primary social channel when requesting information or service from companies. Twitter was favoured by just 30% of survey responders.
The research was conducted in the USA but when it comes to popularity of social media in Poland, the tendency seems to be the same. According to Mega
-panel, Facebook is the most popular social media channel in Poland, with 16 million real users (monthly) – it is much more popular than the most popular information portal in Poland, Onet Group, with 5 million real users. Also Twitter is developing fast with 2.8 million real users per month.
To be close to customers
Customers most often use social media when they seek information about the current offer, want to report technical failures or are interested in details of a given product. Thanks to constant monitoring of forums and services such as Facebook or Twitter, it is easy to spot inquiries which are not directly placed in the company channel but which are published on the private walls of users. Tracking public opinions is nowadays required to comprehensively support enterprises in customer service. That is why the companies which are not present in such channels or do not respond appropriately and in a due time, not only expose themselves to reputational damage but also waste chances attached to such communication.
On one hand, opinions about the company placed on the Internet may lead to a reputation risk, but on the other hand the Internet means the largest potential for building relations with customers and a positive company image, provided that such a process is conducted competently.
Global examples show that unsatisfied Internet users sometimes are even willing to invest money to buy an advertisement in the given social media to share their bad experience with the highest possible number of people. Is it necessary for such situations to happen? Sometimes it is enough to apologise to the user and show that the company wishes to solve the problem and respects the customer’s opinion. An adequate response time is important, too.
How to start?
The starting point in this process is finding the right people to engage with customers system that allow responses to customer posts on Twitter and Facebook to be handled quickly, securely, efficiently and effectively. We need to be where they are, whatever the channel or device, 24/7. To use the potential of social media fully, it is also crucial to report on a regular basis on the levels of activity and sentiment, identified areas for improvement and insights into customers and their behaviour. As a result, there should be more engaged and loyal customers, greater success and broader reach for customer marketing campaigns.
“…, you are doing it very well!”
One of customers of a well- known global IT player operating in Poland (as a blog editor with 800 followers on Twitter) has a very good experience with Technical Support via Twitter. Following this, he wrote an article on how the Tech Support of the company resolved his issue through the Twitter channel. The title of the post on the blog was great itself as it sounds “You are doing it very well!” The blogger described how he was helped through Twitter to resolve some technical problems with one of his computers. The first crucial point was timing - as soon as the blogger twitted about the problem, mentioning the company help desk, the channel’s service reacted very quickly. They asked about the details of the problem and helped solve it very quickly step-by-step. The last sentence
35

on the blog was “To summarize, I am really positively surprised about the quality of customer services of this Company. I can honestly commend it all…”. As you can imagine, it is a great promotional issue just because the customer service through social media was well organized and people well prepared for helping clients with their problems (the whole story can be found at http://bezlagow.pl/serwis-dell/ ).
Author: Mariusz Odkała, CEO, Teleperformance Polska
Mariusz Odkała, MBA, the CEO of Teleperformance Poland since 2012. An experienced manager with a long record of successes in outsourcing, e-commerce business, telecommunication and shipping industry. As the CEO of the legal entities in Poland, Austria and Germany, he managed the multinational and multicultural teams of employees across Eastern and Central Europe.
His main focus today is the further development of Teleperformance in Poland through extension of the Polish and multilingual customer experience projects, creation of the new sites and promotion of the social media services.
Remark: Some of the commentaries and international data in the article were primarily published at www.blog.teleperformance.com
Polish Sejm Hall
Credit-Network.net via wikipedia
Beach in Puck
Credit: Krzysztof via wikipedia
Szczecin Port
Source: wikipedia

BYDGOSZCZwww.bydgoszcz.plwww.fb.com/bydgoszczpl YOUR BUSINESS DESTINATION Eight largest city in Poland - over 360 000 residents Over 1 million residents within 50 km Young society, average age – 36 years Located at the crossroads of national roads and railway routes International airport located within 3.5 km from the city center Two prestigious universities and number of higher education institutions Over 42 000 students in the city and more then 80 000 in the region Nearly 5 000 students in IT related elds Moderate cost of work Availability of modern oce space Good business environment proven through success of international companies operating in the city www.investin.bydgoszcz.eu
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37

SZCZECIN’S
BPO INDUSTRY

SZCZECIN BPO
Szczecin chief assets include: dynamically developing back office facilities, young population (a substantial majority of the city population (80%) is of working and pre-working age), relatively low labour costs and the city’s support and public aid provided to investors, which guarantee investors comfortable conditions for their business development. But Szczecin also means a unique location, remarkable natural conditions and a large choice of attractive sites to make investments. All this makes the city both a friendly place to live and a rapidly growing metropolis.
With a population of 406,300 people, Szczecin is the capital, the main administrative town the and economic centre of the West Pomeranian Province. The city is also considered to be the capital of the Pomerania Euroregion and is an important place for political and cultural meetings attended by local authorities from Poland, Germany and Scandinavian countries.
Szczecin is an open city when it comes to science, entrepreneurship and investors. It is also a fast- expanding IT services centre. The city cross-border location, ideal in terms of logistics, scientific and academic potential as well as firmly established cooperation with neighbours determine its development potential. These advantages create natural opportunities for centres of modern services (such as BPO and SSC) to be opened in Szczecin; what is more, they also favour the development of innovative technologies.
Szczecin has taken over the leading position in Poland in terms of business support. Its aim is to promote and assist entrepreneurs interested in investing in the city. Investors receive information and assistance regarding implementation of investment procedures (such as One Stop Shop, that is an effective system of investor service) and are offered various forms of support to choose from. These forms are to encourage investors to start or expand their business in the Szczecin and include, for example,
Szczecin among most business-attractive
Polish cities for BPO companies
By Ada Zielińska, Investor and Business Assistance Department, Szczecin Municipal Government
40

SZCZECIN BPO
exemption from property tax, low cost of doing business in the EURO-PARK MIELEC Special Economic Zone, credit guarantees and loans granted to entrepreneurs on preferential terms.
Modern technologies and innovative ability form the basis for economic development and competitiveness of the city; this is why the City of Szczecin is investing in research and development centres and business environment institutions. The West Pomeranian Province capital is a city of young, active people, fluent in foreign languages. More than 48,000 students and 13,200 graduates per year account for Szczecin intellectual capital.
Fitch Rating agency, which is one of the most renowned and largest rating agencies in the world, assigned the City of Szczecin the BBB+ rating (July 2013). Such high bond credit rating reflects stable financial policy and high standards of financial management applicable in the city.
Local authorities seem to know exactly how to turn the city natural qualities, such as its unique location, into assets distinguishing it from other metropolises. The proximity of Scandinavia and Germany, excellent transport connections with other West European countries, and access to the Baltic Sea through waterways, contribute to the city enormous potential, which has been successfully developing for several years. Szczecin is involved in a number of investment projects in transport, waste management and education sectors.
41
Baltic Business Park, Szczecin
Source: Szczecin Municipal Government

SZCZECIN BPO
THE SECTOR OF MODERN SERVICES IN SZCZECIN
Szczecin is a dynamic development centre supporting innovative enterprises. From year to year it is becoming an increasingly popular destination not only for BPO/SSC centres, but also for companies from the following sectors: ICT, logistics, renewable energy, biotechnology and tourism.
The BPO is one of the fastest growing industries in Poland. It is currently estimated that over 100,000 people work in this sector in Poland, and every year more than 10,000 jobs are created therein. The BPO industry already employs over 3,600 specialists in Szczecin; hiring additional 500 people is scheduled for 2014. The level of employment anticipated to be reached in 2015 is 4,540 people at the minimum. The BPO centres already opened in Szczecin include: Arvato Bertelsmann, BL Stream, Coloplast Shared Service, Gamelion, Object Connect, DGS (Sonion), Stream Global Services, Tieto Poland, UniCredit Business Partner, Unizeto, Metro Services, Mobica Genpact, Dansk Supermarked, Brighton CSP Customer Services Poland, Sunrise Finance.
There are many reasons why companies operating in modern services sectors choose Szczecin to be their business location. Undoubtedly, the city’s investments in human capital are of great importance; they include cooperation with universities in terms of increasing the number of people who speak foreign languages, mostly German, fluently; bilingual education in secondary schools; the Academic Szczecin project (a project within which four Szczecin universities joined forces to attract students from outside West Pomeranian Province) and cooperation with the District Labour Office and Clusters.
A lot of effort has been put into increasing the awareness of the BPO/SSC/ITO industry image among Szczecin residents. The last example thereof is the media campaign called: Szczecin: a good place to live and work. Other examples include: the cooperation with the Pro Progressio Foundation, participation in such events as the Outsourcing Stars gala, the CeBIT 2013 Fair in Hanover, the ASPIRE, ABSL annual conferences or SSON / IQPC conference held in Berlin. The City of Szczecin is the main local government sponsor of the 9th Polish Outsourcing Forum in Berlin. Furthermore, the city alone organizes interesting events, such as the conference called Scandinavian Model of Cooperation in Szczecin or Business University Management (BUM) initiative.
DYNAMICALLY DEVELOPING BACK OFFICE FACILITIES
42

SZCZECIN BPO
Source: The FOCUS GROUP Research Consortium ‘The level of foreign- language competence among Szczecin residents who come under the dynamic category of the working age, and among the students of Szczecin’ universities who are about to enter the labour market
Szczecin is distinguished by large potential of office market adjusted to the needs of the BPO/ SSC industry: currently, the office space available for renting is approximately 145,000 m2, including around 92,800 m2 of class A space. The ongoing intensive development of office infrastructure will create another 91,000 m2 of modern, class A office space in the near future, which guarantees comfortable conditions for investors to run their business.
The average rent in A class building is EUR 12-15 per 1m2 net, and EUR 8-11 per 1m2 net in B class building. Annual changes in the rent are slight.
HUMAN CAPITAL
Overall majority (80%) of Szczecin population is of working and pre-working age. Potential employees have great language skills: 95% of students claim to speak English and 75% of students claim to know the German language.
HIGHER EDUCATION INSTITUTIONS
Students
2012
Graduates
2011/2012
Economics
3,298
1,864
Information technology
2,420
356
Engineering and technology majors
6,391
1,362
Philology, of which
1,453
257
English
742
179
German
446
114
Business and administration
3,139
1,304
Finance
1,706
417
The number of students and graduates of selected fields of study
43
17 schools of higher education, including 3 universities, provide intellectual base for the BPO industry. In Szczecin, there are 1,708 students per 10,000 inhabitants (Poland’s average is 505 students/10,000 inhabitants). Annually, 300 students with knowledge of the SAP system graduate from Szczecin universities.

SZCZECIN BPO
Junior Specialist
Specialist
Team Leader / Process Manager
IT
3,000 – 3,500
4,000 – 5,000
5,000 – 8,000
FA
3,000 – 3,500
4,500 – 6,000
6,000 – 8,000
Call Centre
2,000 – 3,000
4,500 – 6,000
6,000 – 8,500
44
Higher education institutions cooperate with business in order to adapt to the needs of fast-changing labour market on a current basis, and university curricula are optimized with reference to the needs of the BPO/ SSC sector (the so-called marketable fields of studies). The city sets itself an ambitious goal: promoting the development of competency in innovation and new technologies among the students.
The city undertakes a number of actions for the development of business in Szczecin, including, for example, ‘Business Compasses’ (Economic Awards of the Mayor of Szczecin), the activity of the Economic Council by the Mayor of Szczecin, regular meetings with business sector aimed at exchanging experiences, opinions and expectations and issuance of business Newsletter, which contains the news regarding economic life of the city.
Szczecin is a splendid place

to work and rest, because the city perfectly combines three elements: water, greenery and buildings in a unique whole, unusually attractive from a tourist’s point of view.
Szczecin is distinguished by high quality of life: efficient administration supports residents and investors swiftly and effectively, residents have access to modern medical services, including in the field of aesthetic medicine, road and rail connections are modernized in order to continually improve traffic flow in the city. Furthermore, Szczecin offers access to international schools, while the city cross-border location gives its residents excellent opportunities for development.
The city is a major seaport and transportation hub, historically connected with maritime business sector; its unique character perfectly goes extremely well with the most important industry for the city, that is renewable energy. Szczecin is an exceptional example of an eco-metropolis, an ideal place to work and live, where right after work or even during working hours, its residents may relax in one of many oases of greenery located in the heart of the city. The capital city of the West Pomeranian Province boasts excellent conditions for practising water sports and taking various recreational activities and is a host city of many international sports events. This is also a cultural centre of the region, with numerous theatre festivals and artistic events as well as festivals of visual arts and architecture.
Enormous potential, favourable conditions for investments and a truly business-friendly climate for entrepreneurs account for the main features mentioned by international corporations choosing Szczecin as a place to make their investments in various business sectors.
With a view to establishing favourable business and corporate development conditions, Szczecin is dedicated to ensuring an efficient local investor’s service, cooperating in both operational and substantive terms with Government institutions and private companies (such as the Polish Information and Foreign Investment Agency, special economic zones, business institutions and consulting companies).
Investors are provided with the necessary information and assisted throughout the investment procedures. They may also choose from various forms of assistance, aimed at facilitating the setting up or expansion of economic activity in Szczecin.
To this end, the Investor and Business Assistance Department has been established, which is in charge of:
• Providing essential information on the investments implemented in the City;
• Organising meetings with the President of Szczecin, representatives of substantive departments of Szczecin City Hall, entrepreneur organisations, the County Employment Office, business institutions and academic centres;
• Cooperating with developers in the field of commercialising office facilities in the City;
• Providing assistance in selecting real property tailored to investors’ needs;
• Supervising document circulation in connection with investment procedures;
• Preparing investment portfolios;
• Promoting investor’s contracts;
• Providing assistance in selecting future employees;
• Conducting promotional activities.
SZCZECIN BPO
45

How it all begins ....
Every company goes through several stages starting from its foundation, then building a network of contact , searching for the first customers, creating a small team, and finally developing larger structures . However, before a small company becomes a thriving enterprise , it often has to deal with rather limited human and financial resources . In such cases you should consider outsourcing in the area of administration.
Problems of small and medium-sized businesses
Problems start where there are not enough people you can assign new responsibilities to. Typically, the division of duties is easy, but things get complicated when the number of customers is beginning to grow and all team is not able to take care of anything else besides attaining basic tasks . It is then easiest to stumble, lose control over what is happening in the company and fall into chaos. Development of the company is promoted by the rational allocation of work and the support of external companies.
New Customer
A small development company, which is also the architectural studio. It is headed by a foreigner, who has really established himself in Poland. The company was established in 2006 and is run by a small team. All employees are architects, whose task is the implementation of further investments in one of Warsaw’s districts. Excess work related to the area of administration makes it impossible to focus on key issues. Occasional meeting is the beginning of a long-term cooperation.
Where do we start?
The first step in preparing the offer is to talk with the client about his needs. Research and analysis of the problems the company has to deal with every day, will provide solutions to improve the work. In this case, it is a chaotic record keeping, lack of time to cooperate with the accounting firm, no time to visit the offices issuing the relevant permits, lack of control over expenditure of the company and the feeling that everything gets out of hand .
General cleanup
Each business is organized somewhat differently. This is dependent, inter alia, on the specifics of the industry. Developers gather a large amount of documentation. Some of it are working materiOutsourcing
of office services in Poland
By Magdalena Kreczmańska, Managing Director,
MK Office Management
OFFICE SERVICES
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als, some are official documents. They are all inviolable whole. There is no room for mess or accidentality. One of the main tasks was to create a proper system of cataloging and storing documentation. It had to be arranged in a logical manner, above all for the customer. Therefore, the interview with the owner was very important. It was the most time consuming task and had to be made at the very beginning. Only then we could focus on other issues.
As it usually happens, neglected archives go hand in hand with deficiencies in the accounting records and personnel. There are cash expenditures, which have never been recorded. One of the partners, in order to facilitate his work, covers business expenses from his own pocket not settling this with the company.
These are just examples of the problems that arise in connection with the accounts. In such situations, you should establish a clear procedure that will sort out the settlement between the partner and the company, and control spending cash. Regardless of the sector of activity, it is also important to properly allocate the costs. It is only possible when all invoices and contracts are properly described and assigned to individual projects. Needless to say, the accountants like to ask questions, and due to the lack of time, the answers are always postponed for later and the number of unresolved issues continues to grow. As work progresses, you need to dust off some documents, e-mails, perform research in order to be able to close all unfinished work.
Current affairs
The above steps, apart from bringing the necessary order and organization, allow you to familiarize yourself with the specific industry and company. Then we can say that we know it almost inside out. At this point you can start taking care of current affairs. Usually, these are the activities related to the settlement of expenses, invoicing, settlement of receivables and management of contracts with suppliers.
Once a developer sells existing apartments, you should be able to carry out the process of transferring contracts with media suppliers. When you build a new town house, you need to prepare a complete documentation, which will be used to obtain a permit. But when preparing to launch a new investment, it needs to gather documents for obtaining a loan. Each phase of construction requires many actions, approvals, authorizations. A team of several architects is not able to allocate time to “ paperwork “, that is why external support is so important.
Real estate tax
Along with the sale or purchase of housing plots developer’s shares in the project change. He is obliged to make a declaration and adjustments underlying the calculation of property tax. If you do not comply with this obligation you will probably not pay heavy fines, but the developer will be charged a fee for a new owner or incur the penalty interest in the absence of tax for its stake in the land and buildings. It is best to create a template to facilitate the calculation of the number of shares of each real estate a developer is involved in. It will help in preparing the next declaration.
Change of legal
status
This year, the company’s management decided to change the legal status. This involved the coordination and connecting actions of a lawyer and a notary, obtaining tax identification number (without which you cannot issue or accept invoices) and the statistical number . Theoretically, everything happens automatically from the date the documents are presented in the National Court, where all legal persons are recorded. In practice, however, you must take care and make sure all the documents arrived on time to the appropriate authority. You
OFFICE SERVICES
48

should also transfer agreements with suppliers and subcontractors to the new entity and plan cost-sharing if the previous legal form is still in use and works as an independent company. The new entity is to pursue another project. The condition is getting part of the funds, of which the construction will be financed. It involves the preparation of relevant documents to the bank, such as the information memorandum containing the description of the investment and cost analysis, together with the expected gains. It is also necessary to obtain various kinds of certificates, building permits, or information on how to selecting subcontractors .
Working time
It’s hard to describe all activities related to the nearly two-year collaboration. All of the above are only part of a larger whole. It is important to determine a reasonable time available to the customer. In this case, most of the work was in the period of organizing the archives. Such activity is best done in rather short intervals. Therefore, the first three months required 3 weekly visits. After this time, 3, or, in the most intense periods, 4 days a month are sufficient to provide the customer with the necessary support .
Benefits
The main benefit for the customer is a well organized office and the comfort that architects can focus on their work. He received knowledge supported by many years of experience. He does not need to keep a full-time employee. A full-time employment would require him to find the right amount of training and paying wages enticing the employee to stay in business. In the case of an experienced person it would have to be a fairly high rate. But if he chose someone with less knowledge, he would have to train such a person. Deciding to hire someone part-time, he would risk rotation on an administrative position. This generates additional costs, including those intangible ones, as familiarizing new employees with the specifics of the business. External company gives the customer confidence that they will avoid such situations. Typically, outsourcing companies do not learn how to perform various tasks, but only how the customer would like to get the job to be done.
OFFICE SERVICES
49
Frédéric Chopin, 1849
Credit: Louis-Auguste Bisson via wikipedia
National Stadium in Warsaw
Credit: grotos via flickr, wikipedia

CALL CENTER
Today every business must care for truly flexible technological base supporting its operation as well as enabling the cost control. There is no difference in the case of call centers, as IT systems form the main technological base for their operation – therefore, they must not only be modern but also be able to maintain an optimal cost level.
The Challenge
One of the German call centers having divisions in three different cities faced problems with both of the mentioned features. Firstly, each location used different telecommunications systems and in consequence their employees and the management worked with up to 7 incompatible solutions. Additionally, those systems did not provide them with appropriate tools for their daily business. The management complained about difficulties with access to the reports and administration of their projects. Errors reported to the software suppliers were not systematically eliminated and the technical assistance was not satisfactory.
Secondly, this situation ended up with the poorly maintained systems in their different locations and the lack of central administration and management possibilities in the organisation.
The company finally decided to deploy a system able to unify all the projects in all locations. The aim was not only to decrease but also extend the call center’s technological potential so that it could face the emerging challenges.
The company was also interested in implementation of the latest available technologies.
The Solution
Alfavox proposed, via its German partner absolute.contacts, its alfa Contact Center platform – a telecommunications platform dedicated for comprehensive customer service through various communication channels. The customer chose the platform for 400 agents, which could handle inbound and outbound calls, deploy extensive call-scripting and call logging/monitoring systems.
The decision was taken in 2012 and the system was deployed within the subsequent three months with setting up a private cloud architecture with high availability data center located in
One call center, three
locations - reducing costs, improving efficiency
By Janusz Tomiczek, President and CEO of Alfavox Sp. z o. o., Poland
50

51
Munich, hosting the main components of the new system.
The implemented system provided the call center with a possibility to handle inbound and outbound traffic through application of the advanced algorithms of the alfa Contact Center automated call distribution (ACD) in line with the integrated interactive voice response system (IVR). The solution enables to use parameters describing the specific skills of agents in the call center’s day-to-day operation and integrate with several 3rd party applications.
The new system improved the process of workforce management in the company and streamlined the customer service. Today, every agent can access customer contact history, check current relations and notes concerning a particular customer, his or her preferences and reported remarks. Supervisors can also listen to all calls carried out with a given customer at any time. When calling a consumer, an agent uses a clear and easily accessible script, which helps an agent to concentrate on the critical factors of the customer conversation.
The supervisors can easily access all statistics and reports, administer the agents, assign them to particular customers and projects, transfer the most difficult calls so that they can handle them by themselves and provide systematic assistance to the agents. The system enables also to easily manage the agents work time and amount of assigned duties. The call logging system allows to learn more about the agents’ work and identify problems, which can then be eliminated during appropriate trainings.
Benefits for the customer
Through implementation of the new system, the German call center has been provided with a unified solution used in all locations, technological support for inbound and outbound calls and high quality product and support provided by experts. The users of the call center value the user- friendly interface through which they could quickly learn how to work with the new solution. All these elements have contributed to considerable reduction of costs and increased efficiency of the customer’s call center operations. It may therefore be concluded that all assumptions of the customer have been satisfied and through the deployed system the company is now able to accomplish more ambitious goals.
About the author:
Janusz Tomiczek, President and CEO of Alfavox Sp. z o. o.
He has many-years’ experience in creating and carrying out telecommunications projects and also in managing multi-person teams. During his professional carrier he was responsible for development of solutions, verification of market demands and support of sale and presale processes. He also participated in RD works concerning application of new technologies. Currently, he is responsible for the vision and development of the company, its sale and marketing strategy, development of sales and communication with the domestic and foreign partners.
CALL CENTER

• GETSIX • PASSION FOR BUSINESS • GETSIX • PASSION FOR BUSINESS • GETSIX • PASSION FOR BUSINESS • GETSIX • PASSION FOR BUSINESS • GETSIX • PASSION PASSION ISSUPPORTING YOUR BUSINESSThe outsourcing of your accountancy relieves your resources, leads to cost cutting and guarantees both transparency and data security. We offer you ready to use solutions in Accounting Payroll Business Units, which are tailor made to your needs and expectations. Utilise our experience to help the success of your business! SUPPORTING Item Code: E0001 (Sep.14) Our strong advantages: 1Highly qualifi ed employees with excellent knowledge of foreign languages2Use of the very latest software and hardware technology solutions3Clear internal processes linked to effective quality management (ISO 9001:2008 ISO 27001:2013) 4All signifi cant business services, interacting with our outsourcing services (One-Stop-Shop) 5Strategic partnerships and co-operations6Highest standards of responsiveness and accuracy of reports, delivered always on time7Flexible, retrievable and innovative services8Transparent and verifi able accounts Live Data Access (Secure and password protected) Online access to your real time business data directly from your workplace e.g. with MS Excel client portal 24/7 Online Portal (Available bi or tri-lingual) Monthly reports, Profi t Loss Statements, Balance Sheets, Management Analysis and many other reports Cloud SolutionsWe book on the system MS Dynamics NAV 2009; You can share the modules in real time (warehouse, sales and others) to your requirements, to share with our hosting solutions Remote Accounting Services (Avaliable in PL, DE or EN) Your entire bookkeeping can be adjusted to your company system (e.g. SAP), all entries are performed on your serverWe provide you with our e-Services e.g.: getsix.com getsix.eu poland-accounting.comlinkedin.com/company/getsixfacebook.com/getsixLocations Wrocławul. Szwedzka 5, Bielany Wrocławskie55-040 KobierzyceTel.: +48 71 388 13 00 E-mail: wroclaw@getsix.pl Poznanul. Wyspianskiego 4360-751 PoznanTel.: +48 61 668 34 00 E-mail: poznan@getsix.pl WarszawaSky Offi ce Centerul. Rzymowskiego 3102-697 WarszawaTel.: +48 22 336 77 00E-mail: warszawa@getsix.plRepresentative Office BerlinPariser Platz 4aD-10117 BerlinDeutschlandTel.: +49 30 208 481 200 E-mail: berlin@getsix.de

COMPANY PROFILES
CONTACTS
Profiles and contacts of Polish ITO BPO services providers

Bydgoszcz Regional
Development Agency
The objective of the Company is to further revitalise the local market, create favourable conditions for the formation of new businesses and provide support to existing entities and the local government in terms of investment promotion.
The activities undertaken by the company are aimed at:
• attracting new investments and facilitate the creation of new workplaces,
• promoting the City of Bydgoszcz,
• conducting activities that support the development of economy, entrepreneurship and professional activation of the unemployed and those at the risk of losing a job,
• realising initiatives aimed at the development of local and regional communities,
• cooperation with local governments, local and central administration, research and academic institutions,
• conduct other activities important for the development of the City of Bydgoszcz.
Contact information:
Bydgoszcz Regional Development Agency
ul. Mennica 6
85-112 Bydgoszcz, Poland
Tel. +48 52 585 88 23
Fax. +48 52 585 88 78
E. barr@barr.pl
W. www.investin.bydgoszcz.eu
CBRE Group, Inc. (NYSE:CBG), a Fortune 500 and SP 500 company headquartered in Los Angeles, is the world’s largest commercial real estate services and investment firm (in terms of 2013 revenue). The Company has approximately 44,000 employees (excluding affiliates), and serves real estate owners, investors and occupiers through approximately 350 offices (excluding affiliates) worldwide. CBRE offers strategic advice and execution for property sales and leasing; corporate services; property, facilities and project management; mortgage banking; appraisal and valuation; development services; investment management; and research and consulting. Please visit our website at www.cbre.pl
CBRE provides a wide range of services to office and BPO/SSC/ RD tenants, including advisory on leasing and consolidation of office space, market research, cost management, project management, facility management, fit-outs and many more.
Our services in Poland include:
• Building Consultancy
• Capital Markets
• Development Consultancy
• Facilities Management
• Global Corporate Services
• Industrial Logistics
• Office Services
• Portfolio Management
• Property Asset Management
• Research Consultancy
• Retail
• Valuation Advisory
CBRE sp. z o. o.
Rondo 1, Rondo ONZ 1, 00-124 Warsaw, Poland
T: + 48 22 544 8000
E: cbrewarsaw@cbre.com
54

getsix®, as an experienced and strong business partner, offers a broad range of cross-linked economic services for foreign investments in Poland. We provide our clients with a full range of Account, Tax Financial services, complemented with our IT solutions. Our offices are in 4 locations, Wrocław, Poznań, Warsaw, and now Berlin, with access to a large talent pool in Polish, German or English.
getsix® facilities a market access for your esteemed company - by rendering tailor-made business services in Poland, with the lowest possible risk and the maximum success. High quality services (ISO 27001:2013) offering a one-stop-shop facility that understands your specific needs and requirements. This allows you to concentrate yourself entirely on your core activities and expansion, without having to worry unduly about the day-today operations and we will do what we do best.
When your business affairs take on an international dimension, you want to be sure that your adviser not only understands your local priorities, but also sees the big picture. That is why getsix® has strengthened its international network by going HLB International a fast growing, dynamic network of independent professional accounting firms and business advisers.
getsix® your trusted and reliable partner.
W. www.getsix.eu
UCMS Group is a Business Process Outsourcing provider of Finance Accounting services and Payroll Human Resources Administration with direct presence and operations in Poland, Hungary, Romania, Russia and Ukraine.
In each of our core markets, UCMS has been one of the very first professional BPO service providers and have helped shape the outsourcing industry in Central and Eastern Europe since the early 1990s.
We support our customers from 10 well-established BPO centers, all located in cities with a strategic position either for our local outsourcing projects or near-shore outsourced operations.
With a team of over 400 specialists and experts and rich outsourcing best practices in the field, we help our customers with full end-to-end services scope, from process transition and transformation to live operations stage and continuous improvement. Our customers find in UCMS an extension to their own organization as we work closely to their senior management and business units and help them stay focused on the bottom-line results while we take care of the process behind.
We are appreciated for our senior competence level, extensive BPO experience, flexibility and proactivity we service our customers with, always taking an extra mile to make them happy.
Alice Anghelea, Director
Tel: +40720 534423
E: alice.anghelea@ucmsgroup.com
W: www.ucmsgroup.com/services/ finance-and-accounting- shared-services/
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Alfavox is a supplier of advanced platforms for telecommunications systems of contact centers dedicated to small, medium and large business customers.
The company possesses unique competences in development, implementation and realization of advanced integration projects. Products offered by Alfavox are based on original system solutions and customized in accordance with the specific requirements of each customer and with respect to further development of their systems. Solutions offered by Alfavox have been tested by many customers. Call centers that use these solutions can provide their customers with modern approach and competitive offer, but first of all they provide them with the top quality customer service. Great number of deployments carried out by Alfavox proves its extensive experience in development and use of telecommunication systems.
The company addresses its offer to call center outsourcing sector, banking and finance sector and power and gas sector, but also to administration institutions, telecommunications operators and cable TV providers.
Alfavox Sp. z o. o.
ul. 1 Maja 17
43-300 Bielsko-Biala (POLAND)
Tel.: +48 33 822 43 06
Fax: +48 33 822 43 06
Email: info@alfavox.pl
Web: www.alfavox.pl
„Chudzik i Wspólnicy Radcowie Prawni” sp.p.(LLP) is a modern law firm with its head office located in Łódź, offering its legal services across the country of Poland.
The Chudzik i Wspólnicy Law Firm deals in servicing direct foreign investments, leading international entrepreneurs through the various stages connected with establishing and operating a commercial business in Poland, that is:
- the registration of an international entrepreneur’s companies or branches;
- the negotiation of rental agreements;
- the negotiation of outsourcing agreements;
- the preparation of any and all documents related to workforce employment;
- ongoing service of the entrepreneur.
The Chudzik i Wspólnicy Law Firm’s team comprises lawyers who are experts in such branches of the law as labor law, taxation law as well as company law, which ensures a complex service to the international entrepreneur. The experience of the Chudzik i Wspólnicy Law Firm’s partners allows us to provide our services at the highest possible level to industries of a specific nature, requiring a special approach, such as the services outsourcing industry, the construction industry, the pharmaceutical industry or the banking industry.
The Law Firm also carries out due diligence on companies and real- estate.
We offer our services in Polish, English and German.
Ms.Noemi Chudzik, LL.M.
Chudzik Partners Law Firm
ul. Tymienieckiego 7
90-365 Łódź/Poland
Phone: +48 426802333,
E-mail: info@chudzik.pl
Web: www.chudzik.pl
56

CONNECTIS_ is an IT company providing outsourcing of IT specialists, project teams, and IT processes.
CONNECTIS_ combines excellent experience, comprehensive knowledge of the industry, and the specialists competences in order to streamline IT projects and to increase the business process efficiency.We broadly cooperate with the financial, IT, and enterprise leaders from all over Europe. Each day we support them with 200 specialists in strategic IT endeavours. Before we provide an expert, team or software, we always start from analyzing the Client’s needs at the first meeting and advising the best solutions. Our analysts will consider the specific nature of a company and its sector, and verify the previously applied solutions. We provide a wide range of services, such as: IT Outsourcing, Consolidation, Body leasing or IT Pool. Working with us gives our Client maximal efficiency and allows to retain full control over the project.
CONNECTIS_ aims to connect_
Connectis Sp. z o.o.
Martin Nilsson, Business Unit Director
Telefon: +48 602 573 500
Email: martin.nilsson@connectis.pl
Web: www.connectis.pl
Crido Taxand is a Polish consulting company. We have been present on the advisory services market since 2005. We are the only Polish consulting company being a member of the international tax organisation Taxand (www.taxand.com).
Thanks to that we support our clients in planning and conducting business activity both in Poland and abroad. We provide advisory services to multinational corporations, Polish companies and entrepreneurs with respect to taxation, state aid and law. Moreover, the scope of our consulting services encompasses business consulting, including CSR. Our experts work in interdisciplinary teams, so that we can combine and tailor their competences to the needs of our clients, in various areas of their operations.
We provide effective support for companies and entrepreneurs in problem solving by offering them ways to build added value for their businesses.
We support companies from German- speaking countries within the framework of our German Desk (http://en.taxand.pl/our-services/ areas-of-activity/german-desk-1)
Contact Information:
German Desk:
Wojciech Kwiatkowski, Manager
+48 22 324 59 73
wojciech.kwiatkowski@taxand.pl www.taxand.pl
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Outsourcing Destination Guide Poland 2014 by Deutscher Outsourcing Verband

Outsourcing Destination Guide Poland 2014 by Deutscher Outsourcing Verband

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