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A RT I C L E
Spatial considerations have a strong bearing on the performance of an organization,
the main reason that office developers must create a supportive workplace environ-
ment to help companies meet their strategic objectives in a cost-effective manner.
The BPO/SSC sector has many faces, ranging from simpler services such as custom-
er centres, call centres, through to advanced financial, legal and accounting services,
and KPO (Knowledge Process Outsourcing) services to more infrastructure-based
ICT (Information, Communication, Technology) centres. Given this array of BPO
subsectors, it is not possible to create a single manual for developers that would
be applicable to all of them. Moreover, each company has its own business-related
objectives, which translate into very different spatial requirements in different forms.
However, there are few comparable golden rules which may help in designing,
constructing, successful letting and implementing a smooth property management
process specifically targeted at BPO occupiers. The list below (not ranked in order
of priority) presents key considerations that a developer targeting the BPO sector
should bear in mind. The best solution is a combination of all factors which increases
the attractiveness of a scheme and promotes any one developer above the rest.
Location
There are three important elements which define successful real estate – location,
location, location. In the case of a BPO it is not only the right location in terms of
city topography (companies representing BPO sector tend to choose non-central
locations with good accessibility by public transport), but also in terms of availabil-
ity and cost of appropriate profile of employees, as well as a sufficient number and
profile of student graduates. These are the key reasons why Kraków, Wrocław, Tri-
City, Poznań, Katowice and Łódź lead the group as the most attractive BPO desti-
nations. The office markets of Lublin, Olsztyn, Rzeszów, Opole, Kielce, Radom and
Bydgoszcz are also gradually emerging as hot spots.
Stay alert
It is crucial to have your eyes and ears open to what is going on around you, both on
a macro- as well as a micro-scale. Since we live in a globalization era with so much in-
terdependence and so many interactions, knowledge about economic performance
across Europe and worldwide is vital. The BPO sector is usually a very international
base and corporate occupier decision makers are reactive to market fluctuations.
Having knowledge about key macroeconomic indicators for Poland is also use-
ful, not to mention being informed about the microeconomic situation within
a given city, its labour and education market, salary levels, etc. Availability on
the labour market and labour cost have always been major points in a location
assessment matrix.
Additionally, a developer must know about a city’s strategic plans and incentive
structures available for employers within any particular sector. A primary investor
should be close to PAIiIZ (Polish Information and Foreign Investment Agency) as
well as to BPO-specific initiatives led by individual municipalities.
Listen
The primary purpose of an office building is to facilitate the provision of a workplace
and working environment. In order for a developer to be able to complete this task,
they should listen carefully and be mindful of their potential client. As previously
indicated, occupier needs differ depending on the sector specifics, which is why it
is important to pay attention to individual requirements. A developer should under-
stand the operations, goals and strategy and especially growth potential. Knowledge
about internal processes, competency matrix, hierarchy, company culture and man-
agers’ and employees’ expectations are key elements enabling the developer to
tailor a better lease offer.
Create an efficient and cost-effective work environment
Office space has always been a place where people work, research, cooperate,
create and document information. Inappropriate office space design may ad-
versely affect employees’ comfort, work efficiency and as such may result in higher
staff turnover. It is therefore imperative that a workplace environment should be
planned, designed and equipped as carefully as possible to maximize the efficiency
of employees.
In case of the BPO sector, which on average requires space of 2,000-5,000
sq.m, office space should be situated on large floor plates, minimizing the
common add-on factor, whilst positively influencing internal communication.
Additionally, the technical conditions of a building should meet standard oc-
cupier requirements concerning IT infrastructure or A/C.
The 8 tips
for
a developer
looking for
tenants from the BPO sector
Over the last couple of years, the BPO/SSC (Business Process Outsourcing/Shared Service
Centres) industry has been thriving across Poland, employing some 130,000 people as of 2014
and recording an annual growth rate of around 20%, according to ABSL’s report. Undoubtedly
companies representing this sector have significantly contributed to the development of regional
cities in Poland. The trend is set to continue, which also impacts the growth pace of office markets
across large and medium-sized cities
There are
three important
elements
which define
successful real estate –
location,
location, location
