Many businesses looking to expand in Eastern Europe have found Romania to be an ideal location. The IT&C sector has experienced tremendous growth, and Romania has become even more appealing to investors as a result of R&D advancements.
Additionally, this nation continues to be one of the most active outsourcing markets, with various benefits over other BPO (Business Process Outsourcing) industry leaders. However, over the past 10 years, a different sector has begun to emerge and gain the interest of numerous multinational corporations: the call center sector.
Present situation and projections
According to a recent CBRE survey, the Romanian outsourcing market has experienced tremendous growth. Software development and maintenance services account for 47% of Romanian outsourcing firms, while 17% actively offer business services in the areas of accounting, support, and human resources, and 12% primarily offer call center services.
Additionally, 25% of Romanians can comprehend and speak some English. Five million Romanians are thought to speak English, and another four to five million are thought to speak French. However, Romania is home to highly educated individuals who are fluent in a variety of languages, including the Nordic languages.
The need for these services has expanded not only in the largest Romanian cities but also in smaller or tertiary ones, as the call center sector is expanding more quickly than ever. The rivalry for the open positions forces employees to pick what’s best for them, even if it means switching employment multiple times.
Additionally, the younger generation differs significantly from the older ones. According to HR professionals working in the call center sector, Millennials demand more advantages from a job than previous generations, including patient management, a welcoming team environment, and flexible work schedules.
New requirements, new generations, and new solutions
Companies have begun to turn their HR professionals into strategic partners for their employees in this challenging environment. Their primary responsibility is to engage in strategic management operations and move beyond their areas of expertise, which are hiring and managing staff. These additional agents are a big assistance, according to the management team and staff alike.
These new tactics, however, promote internal communication techniques. Giving input appears to be the main motivation for this new department. Employees not only can voice their concerns about the company in public, but businesses also can adapt their plans in light of these suggestions, perhaps increasing overall retention rates.
Offering additional development opportunities is another thing that call center businesses may do to address the issue of staffing needs. There are some parallels between this field and others where professional development is significant. Young people must constantly grow and learn, and the chance to advance in their careers is something that could inspire workers and raise their level of involvement with the business.
Over the past ten years, there have been significant advancements in the Romanian call center industry. This industry is expanding as a result of the rising outsourcing market and rising demand for call center and support services. Even though it can be difficult to find and retain motivated staff, the HR department has already begun putting various plans into action to build a strong employer brand.