Concept and Methodology of the Report (Written by CUB

CONCEPT AND METHODOLOGY OF THE REPORT

This report aims to provide an inclusive overview of the current state and prospects of the Hungarian Business Services Sector (BSS). With its 205 service centers and more than 73,800 employees, the sector has a track record of steady growth and increasing diversity. Differences in location, size, age, and nationality or industry of the parent company may affect what challenges and opportunities Business Services Centers (BSCs) face. The objective of this report is to outline a comprehensive picture of the sector, while reflecting on its diversity.

The report adopts a broad definition of the Business Service Sector (BSS) to include Business Process Outsourcing (BPO) centres as well as captive (SSC) and hybrid services centres. Among the 205 identified Business Services Centres operating in Hungary, a total of 140 were invited to participate in this year’s annual benchmarking survey.

The sample of invited respondents included members of the Hungarian Service and Outsourcing Association (HOA), as well as other purposefully selected actors from the sector.

The benchmarking survey was conducted by HOA using a self-administered online questionnaire throughout September and October 2020. Based on the timing of data collection, we assume that the results reflect the state of the sector at the end of Q3 2020. Survey participants were contacted via e-mail and phone calls and were reminded to record their answers every week before the deadline.

As happens every year, the questionnaire was developed and updated to provide a comprehensive picture of trends in the sector. Due to our collaboration with ABSL this year, its international questionnaire was taken into account in order to make the survey findings more comparable regionally.

Respondents were asked to answer 101 questions in three sections: General Information; People; and Technology. In section one, primary data was collected on company size, location, scope of activities, background, and role in the parent company group, as well as strategic goals and expectations for the next few years.

In sections two and three, respondents were asked to comment on their current positions, perceived opportunities and possible threats in the two most significant driving forces of future growth: people management and technology adoption.

The survey was completed by 48 companies with 32,985 employees, representing 45% of all people employed in the Hungarian business services sector. The research sample is an established basis for conclusions on the sector’s entirety due to the sample size and the similar internal proportions regarding location, headcount, type, and industry. The data was analyzed by university researchers, senior consultants and experts of the industry, as indicated in the list of contributors.

Different Business Services Centers were treated as separate units for analysis, even if their parent company has more than one centre located in the same city or elsewhere in the country.

This report is based on the results of the annual Business Services Benchmarking Survey of HOA. Our report could not have been compiled without the information received from the respondents willing to participate in the benchmarking survey. We are grateful for all company representatives who selflessly sacrificed their time to obtain and contribute valuable information. It is through their efforts that this report may provide a well-established overview for all stakeholders of the Hungarian Business Services Sector. We will be grateful for any comments on the contents of this year’s report that can help enhance the quality of future editions, so we can adapt them to your needs and expectations.