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BT in Debrecen

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Balazs Csorjan dr.
Balazs Csorjan dr.

This document summarizes the growth of BT's operations in Hungary from 1999 to 2012. It began with 3 employees in 1999 and grew to over 700 employees by 2012. In 2007, BT expanded in Hungary by opening a Regional Operations Centre in Budapest and Debrecen to provide customer service, financial, and business support across Europe, Middle East and Africa. The centre has four main functions: global customer service, business support, international service delivery, and finance shared services. The document also discusses why Debrecen was chosen as a second location and the continuous development of the city to support shared services centers.

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Attracting Countryside VI. International Shared Service and Outsourcing Conference 6th December, 2012
Headcount development 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 Whole- sale BT Group Open- reach BT Global Services BT Technology, Service and Operations BT in Hungary BT in Hungary 2 BT is one of the worlds 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 its 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). BT Group
Strategy 3 Strategy Hybrid model Global coverage 3 global centres (Hungary, Brasil and India) The ROC in Hungary has 4 major functions: Global Customer Service Desk Business Support Centre International Service Delivery Finance Shared Services Other functions, 220 Business Support Centre, 115 International Service Delivery, 125 Global Customer Service Desk 110 Finance SSC, 150 Our mission is to contribute to BTs business transformation strategy through consolidating, standardizing and optimising business processes, improve performance and productivity in order to provide a better service to our customers.
Facts and Figures Facts and Figures 4 700 employees Average age: 27,5 19 languages >85% graduate 4+12 functions Supporting 10 BUs across 5 LoBs Average languages spoken: 2,5 94% plans to stay long term Average churn: 15% 3000+ Customers supported 16.000+ training hours p.a.
Regional Operations Centre, Hungary ROC, Hungary 5 Budapest Debrecen One centre two premises approach Security, lower risk (business and service continuity) Government incentives Optimised investment and cost of implementation Extended labour market
Why Debrecen? (2007) 6 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 Why Debrecen? Limited availability of candidates with management experience and higher level technical knowledge (Active) language skills Accommodation limited availability of suitable office space The downside: Advantages:
Continuous development (2007-2012) 7 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
Xanga Office Park, Debrecen 8 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: www.xanga.hu/office-park Xanga Office Park
General Advanteges 9 Only 10% of SSCs in Hungary is located outside of Budapest. Conclusion Advanteges from SSCs 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 citys perspective: Creating competitive and sustainable jobs Reducing migration Contribution to the general and professional development of the local workforce CSR activities
Conclusion 10 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 Conclusion Start right now!
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BT in Debrecen

  • 1. Attracting Countryside VI. International Shared Service and Outsourcing Conference 6th December, 2012
  • 2. Headcount development 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 Whole- sale BT Group Open- reach BT Global Services BT Technology, Service and Operations BT in Hungary BT in Hungary 2 BT is one of the worlds 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 its 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). BT Group
  • 3. Strategy 3 Strategy Hybrid model Global coverage 3 global centres (Hungary, Brasil and India) The ROC in Hungary has 4 major functions: Global Customer Service Desk Business Support Centre International Service Delivery Finance Shared Services Other functions, 220 Business Support Centre, 115 International Service Delivery, 125 Global Customer Service Desk 110 Finance SSC, 150 Our mission is to contribute to BTs business transformation strategy through consolidating, standardizing and optimising business processes, improve performance and productivity in order to provide a better service to our customers.
  • 4. Facts and Figures Facts and Figures 4 700 employees Average age: 27,5 19 languages >85% graduate 4+12 functions Supporting 10 BUs across 5 LoBs Average languages spoken: 2,5 94% plans to stay long term Average churn: 15% 3000+ Customers supported 16.000+ training hours p.a.
  • 5. Regional Operations Centre, Hungary ROC, Hungary 5 Budapest Debrecen One centre two premises approach Security, lower risk (business and service continuity) Government incentives Optimised investment and cost of implementation Extended labour market
  • 6. Why Debrecen? (2007) 6 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 Why Debrecen? Limited availability of candidates with management experience and higher level technical knowledge (Active) language skills Accommodation limited availability of suitable office space The downside: Advantages:
  • 7. Continuous development (2007-2012) 7 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
  • 8. Xanga Office Park, Debrecen 8 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: www.xanga.hu/office-park Xanga Office Park
  • 9. General Advanteges 9 Only 10% of SSCs in Hungary is located outside of Budapest. Conclusion Advanteges from SSCs 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 citys perspective: Creating competitive and sustainable jobs Reducing migration Contribution to the general and professional development of the local workforce CSR activities
  • 10. Conclusion 10 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 Conclusion Start right now!