Headcount development

Transcription

1 Attracting Countryside VI. International Shared Service and Outsourcing Conference 6th December, 2012

2 BT in Hungary BT is one of the world s leading communications services companies, serving the needs of customers in the UK and in more than 170 countries worldwide. BT Global Services is a global leader in managed networked IT services, operating globally and delivering locally. BT opened it s first office in 1999 in Hungary, serving its corporate customers in Central and Eastern Europe. In 2007 the company further expanded in Hungary by opening its Regional Operations Centre in Budapest and Debrecen. The Centre provides customer service, financial, commercial and business process support with a geographical focus on Europe, Middle East and Africa (EMEA). Headcount development BT Group December 1999: 3 FTE December 2002: 12 FTE December 2005: 75 FTE December 2007: 200+ FTE December 2010: 300+ FTE December 2011: 550+ FTE YTD 2012: 700+ FTE BT Retail BT Global Services BT Group BT Technology, Service and Operations BT Wholesale Openreach BT in Hungary 2

3 Strategy Hybrid model Global coverage 3 global centres (Hungary, Brasil and India) Global Customer Service Desk 110 Finance SSC, 150 International Service Delivery, 125 Other functions, 220 Business Support Centre, 115 Our mission is to contribute to BT s business transformation strategy through consolidating, standardizing and optimising business processes, improve performance and productivity in order to provide a better service to our customers. The ROC in Hungary has 4 major functions: Global Customer Service Desk Business Support Centre International Service Delivery Finance Shared Services Strategy 3

4 Facts and Figures Customers supported training hours p.a functions 19 languages Supporting 10 BUs across 5 LoBs 700 employees Average languages spoken: 2,5 >85% graduate Average age: 27,5 Average churn: 15% 94% plans to stay long term Facts and Figures 4

5 Regional Operations Centre, Hungary One centre two premises approach Security, lower risk (business and service continuity) Government incentives Optimised investment and cost of implementation Extended labour market Budapest Debrecen ROC, Hungary 5

6 Why Debrecen? (2007) Advantages: Dynamic development of the region Location / Proximity Accessibility University Government incentives Lower cost base Relatively low number of global enterprises on the market Employee loyalty, lower churn Cooperative and supportive University and Local Government The downside: Limited availability of candidates with management experience and higher level technical knowledge (Active) language skills Accommodation limited availability of suitable office space Why Debrecen? 6

7 Continuous development ( ) Strategic cooperation in order to serve the specific requirements of SSCs Developing infrastructure Direct flights between London and Debrecen Improving language education both in high schools and in higher education Number of students in IT / technical faculties is steadily increasing Increasing office capacities Continuous development 7

8 Xanga Office Park, Debrecen New expansion opportunity for SSCs: Low-cost, flexible and SSC focused facility Large scale and high quality infrastructure Exclusive / special services: onsite SSC training courses, non-stop baby and child-care Contact: Xanga Office Park 8

9 General Advanteges Only 10% of SSCs in Hungary is located outside of Budapest. Advanteges from SSC s perspective: Well educated, loyal workforce on the local market Proper infrastructure, education and office capacities Higher government incentives are available for investments Lower operational costs Advantages from the city s perspective: Creating competitive and sustainable jobs Reducing migration Contribution to the general and professional development of the local workforce CSR activities Conclusion 9

10 Conclusion Only 10% of SSCs in Hungary is located outside of Budapest Open your mind!. Collaboration between SSCs, local governments and institutions Establish local Clusters Work out strategy and action plan Start right now! Conclusion 10

11 Thank you!