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Bulgaria has emerged as a critical player in customer service, with its skilled workforce able to deliver technical support to customers across global markets with confidence and a cultural affinity with consumers.
Over the past decade, the country has seen a significant rise in both foreign investment and local businesses thriving due to its rich talent pool, which is primarily attracted to larger urban agglomerations such as Plovdiv and the capital, Sofia. This has created a workforce that is not only enthusiastic and career-driven but also highly capable of solving complex problems.
With the recent rise of secure hybrid working and the wider talent pool that can be accessed as a result, the country is positioning itself as a leading hub for offshored operations, especially in the realm of technical support.
A Thriving Workforce
High education standards in the country contribute to the prevalence of technical and linguistic skills, which makes the workforce highly desirable for organisations operating across multiple global markets. The country’s high numbers of young professionals create a vibrant working population, and among them is a large contingent of multilingual individuals who speak fluent English alongside other European languages such as German, French, and Italian.
Many multinational companies have established operations in Bulgaria’s more populous cities, recognising the talent and potential on offer. According to recent studies, Bulgaria ranks highly in terms of workforce availability, particularly in the fields of IT and technical support, where problem-solving and critical thinking are paramount.
Eastern European geographies in general are known for the mobility of their workforces and their adaptability to technologies and processes.
The Rise of Hybrid Working
The global pandemic accelerated the adoption of hybrid working models, and Bulgaria has been no exception. The flexibility offered by remote work has been embraced by many companies operating in the region. Hybrid and remote working not only allow businesses to tap into more widely dispersed talent, but also gives workers the opportunity to balance their professional and personal lives more effectively.
According to a report from the Sofia-based Bulgarian Association of Software Companies, remote and hybrid working models have led to increased productivity and employee satisfaction. This shift has proven particularly beneficial for contact centres, which require a high level of flexibility to manage workloads and client demands from various time zones. The adoption of these models allows employees in Bulgaria to work efficiently, supporting customers around the clock without sacrificing the work-life balance that is becoming increasingly important to today’s workforce.
Excellence in the Contact Centre Sector
Bulgaria has built a strong reputation in the contact centre industry, particularly in the field of technical support. Companies having offshored their operations to Bulgaria report exceptional levels of service, especially when dealing with complex queries such as software troubleshooting, network issues, and product support. To this end, we observe CSAT scores of over 70 on client contracts, which is testament to the deep capability inherent in the working population.
Bulgaria’s long-standing tradition of excellence in STEM (Science, Technology, Engineering, and Mathematics) education has created a workforce adept at handling technical support roles, where in-depth knowledge of systems and processes is critical. Many contact centres in Bulgaria specialise in resolving complex issues that require not just communication skills, but also the ability to think critically and solve problems quickly.
This capability for problem-solving has made Bulgaria an attractive destination for companies looking for more than just basic customer service. The workforce’s ability to handle complex queries efficiently has led to increased customer satisfaction and retention for many businesses that have set up contact centres in the region.
A Welcoming Culture for Offshoring
Bulgaria’s welcoming business environment has been a key factor in its success as a hub for offshoring operations. The country’s government has implemented several policies aimed at attracting foreign investment, including tax incentives and support for business development. Furthermore, Bulgaria’s relatively low cost of living and competitive salaries make it an affordable option for companies looking to set up operations without sacrificing quality.
The culture of Bulgaria is also reflected in the spirit of the companies that operate there. Bulgarians are known for their hospitality, and this welcoming nature extends to the business environment. Sofia, in particular, has become known for its openness to international companies, making it easy for businesses to integrate into the local market.
The Future of The Workforce
The future for Bulgaria’s workforce looks bright. As hybrid working continues to evolve and more businesses recognise the value of Bulgaria’s highly capable workforce, the country is poised to become an even more significant player in the global contact centre industry. Companies across Europe and beyond are already seeing the benefits of offshoring to Bulgaria, and its reputation for technical excellence and problem-solving capabilities will continue to drive growth in this sector.
It’s clear that Bulgaria offers a unique combination of a skilled, enthusiastic workforce, a thriving business environment and a growing reputation for excellence in complex problem-solving within contact centres. With a welcoming business culture and a forward-thinking approach to hybrid working, Bulgaria is set to remain a top destination for businesses seeking to offshore their operations for years to come.