BPO and SSC – What are they? Definition, differences, advantages, and working in the industry

BPO and SSC are two models of business process organisation that have been shaping the development of the service sector in Poland and worldwide for years. Both solutions have a common goal – to improve efficiency and reduce costs – but they differ in their implementation and approach to resource management. BPO involves cooperation with an external provider, while SSC concentrates competencies within the company in the form of a centralised service centre. Which model better meets the needs of modern organisations seeking a competitive advantage?

What is BPO? Full definition of Business Process Outsourcing

BPO is one of the most popular models of business cooperation, thanks to which companies can gain access to specialist knowledge, modern technologies and proven processes without having to expand their own structures.

BPO – what does this acronym mean?

Business Process Outsourcing (BPO) means outsourcing selected processes to an external company. This may include accounting, human resources, IT, marketing or customer service. This allows the organisation to focus on what is most important to it, while operational tasks are carried out by external experts.

The idea of business process outsourcing in a nutshell

The essence of BPO is the belief that specialisation benefits both parties. An external partner performs the tasks entrusted to them faster and cheaper thanks to their experience and scale of operation, while the outsourcing company can manage costs flexibly and make better use of its resources. Business process outsourcing is a way to streamline day-to-day operations and increase competitiveness.

What is an SSC? Shared Services Centres explained

SSCs (Shared Services Centres) are internal units within an organisation that provide standardised services to different departments of the same company. Unlike BPO, where services are outsourced to an external company, shared services centres operate within a single organisation. Their aim is to standardise processes, improve service quality and reduce operating costs by centralising repetitive tasks in one place.

The role of SSCs in international corporations

In large corporations, shared service centres play a strategic role, serving many branches around the world. They most often focus on areas such as finance, accounting, HR, IT and administration. They operate according to uniform procedures and standards, which allows for consistency of processes on a global scale. As a result, individual departments can use the same tools and systems, and the entire organisation gains greater transparency and control over the flow of information.

Key differences and similarities between BPO and SSC

Although both models operate within modern business services, they differ in the way processes are organised and implemented.

Although BPO and SSC differ in structure, they share a common goal – to streamline business processes and increase the competitiveness of the organisation. Both models allow companies to operate faster, more efficiently and with greater use of technology, as well as relieve teams of repetitive tasks.

Which solution is better for your company?

The choice between BPO and SSC depends on the scale of your business and your development strategy. Smaller companies are more likely to opt for process outsourcing to reduce costs and gain access to external experts. Large corporations choose SSC because it allows them to maintain full control over processes and ensure their consistency across multiple locations.

Which business processes are most commonly outsourced? (BPO examples)

Outsourcing is an increasingly popular solution for companies that want to increase efficiency and focus on strategic goals. External partners take over processes that require specialist knowledge, technology or significant resources, while companies gain time, cost control and access to experts.

Outsourcing of financial and accounting services (F&A)

This is one of the most common areas outsourced to external companies. Accounting outsourcing includes bookkeeping, tax settlements, financial reporting and the handling of receivables and payables. By outsourcing these tasks, companies minimise the risk of errors and gain certainty that their accounts comply with applicable regulations.

Customer Service Outsourcing

External customer service centres support companies in communicating with customers via hotlines, chats, e-mails and social media. This makes it possible to ensure 24/7 availability and service in multiple languages. Specialised customer service teams ensure high-quality contact and quick response times, which translates into positive customer experiences and increased brand loyalty.

Outsourcing of HR and payroll processes

Companies are increasingly outsourcing responsibilities related to HR, recruitment, payroll and time tracking to external providers. HR outsourcing is a way to streamline administrative processes and relieve the burden on HR departments, which can then focus on employee development and employer branding strategies.

IT and technical support outsourcing

Cooperation with IT companies allows for the maintenance and development of IT systems, server administration and data security. BPO providers in this area also offer helpdesk support, software updates and infrastructure monitoring. For many organisations, this is the only way to use the latest technologies without incurring the costs of setting up their own IT department.

The greatest benefits of business process outsourcing (BPO)

Outsourcing is a proven way to streamline your business. Working with an external partner allows you to reduce expenses, increase efficiency and benefit from expert knowledge without having to create your own structures.

• Cost optimisation and transparent budgeting – reduction of operating expenses by eliminating recruitment, training and infrastructure maintenance. Fixed contracts allow for better budget planning.
• Focus on core business – outsourcing routine tasks to an external provider allows you to concentrate on key areas of your business, such as product development or customer service.
• Access to modern technologies and expert knowledge – BPO partners invest in innovative solutions and employ specialists, allowing companies to benefit from the latest technologies and best practices.
• Flexibility and scalability of operations – the ability to adapt the scope of services to current needs, allowing you to respond quickly to changes and maintain smooth operations in any situation.

Working in BPO/SSC – what is it like and who is it for?

The BPO and SSC industry is currently one of the largest employers in the UK. It employs hundreds of thousands of people and offers the opportunity to work in an international environment, often remotely or in a hybrid model.

Who is a typical BPO/SSC employee? Job profiles

BPO and SSC centres employ specialists from various fields: finance, HR, IT, logistics and data analysis. Most often, these are well-organised, communicative people who are open to learning. Working in this type of structure allows you to gain experience in global projects and develop skills that are useful in many industries.

What are the requirements for candidates? (foreign languages, soft skills)

Candidates are primarily expected to know foreign languages – English, German, French or Scandinavian languages. Analytical skills, teamwork, stress resistance and good communication skills are also valued. In many cases, companies offer internal training courses, thanks to which you can quickly gain specialist industry knowledge.

Salaries and career paths in shared service centres

Salaries in BPO and SSC vary depending on experience and language skills. Entry-level specialists can count on stable employment and a clear career path – from junior positions to expert and managerial roles. The industry focuses on internal promotions and offers extensive opportunities for international career development.

How to effectively manage process outsourcing?

For outsourcing to bring real benefits to a company, it is necessary to prepare properly and take care of the relationship with the partner. Proper management allows you to maintain high quality of services and minimise the risk of errors.

Choosing the right outsourcing partner – what to look for?

When choosing a BPO service provider, it is not only the price that matters, but above all experience, reputation, data security and flexibility of the offer. It is also worth paying attention to the location of the service centre and the availability of specialists. A good outsourcing partner operates transparently and is able to tailor its activities to the client’s business objectives.

Communication and relationship management with the BPO service provider

Effective communication is the foundation of any successful collaboration. Regular meetings, reports and analysis of results help to maintain consistency of actions. Companies that treat their BPO partner as part of the team achieve better results and greater commitment on both sides.

Key performance indicators (KPIs) in outsourcing

In order to control the quality of services, it is worth establishing specific performance indicators – e.g. task completion time, data accuracy, customer satisfaction level or timeliness of reporting. Monitoring KPIs allows you to assess results on an ongoing basis and introduce improvements in cooperation processes.

Challenges and trends in the BPO and SSC sector

Examples to date show that BPO and SSC are not only process organisation models, but also an important element of modern business services in Poland. However, technological developments, market changes and growing customer expectations mean that service centres must constantly adapt. This is why there is increasing talk of new trends and challenges that will shape the future of this sector.

One of the biggest challenges remains cybersecurity and data protection – companies must invest in security technologies and employee training. Currently, we are also seeing a transformation of SSC models towards GBS (Global Business Services) and CoE (Centres of Excellence), which focus on innovation and specialist knowledge. At the same time, customer expectations are growing, forcing greater operational flexibility and rapid adaptation of services to changing business conditions.

Summary: Is BPO the future of modern business?

The modern business services sector is growing at an impressive rate, with BPO and SSC becoming its pillars. Thanks to them, companies can operate faster, cheaper and more efficiently – focusing on development rather than repetitive operational processes. Outsourcing is no longer seen as external support, but has become part of the business strategy of many organisations.

The growing importance of automation, artificial intelligence and cloud solutions means that BPO will play an even greater role in the development of enterprises in the coming years. Poland, with its highly educated workforce and modern infrastructure, remains one of the leaders in this sector in Europe.

If your company is looking for ways to streamline processes and make better use of resources, it is worth considering implementing a BPO model or cooperating with a shared services centre – this is a direction that is increasingly decisive in gaining a competitive advantage.