towards global knowledge-based services
+9% compared to 2019
21% increase over the last 2 years
The centres increasingly perform a higher share of knowledge-based activities, which are defined as complex tasks requiring expertise. 36% of centres perform more knowledge-based activities than transactional ones. Furthermore, the transactional activities defined as simple repetitive activities requiring basic training are increasingly delegated to the digital workforce – the automation.
Over the last 5 years the Czech centres have steadily increased the maturity of delivered processes. Almost three quarters of the processes delivered from the Czech Republic are now in the advanced or partner stage. This reflects the trend of the Czech centres becoming specialized hubs fostering innovation.
The technical skills capabilities present in the Czech Republic enable many centres to develop specialized expertise in the field of IT Services. This is reflected by the fact that the top 2 most advanced services delivered from the Czech Republic are within the IT fields.
- IT Services: Cybersecurity & Information Security
- IT Services: Application Lifecycle Management / bespoke, gradual and software development
- Customer Operations: Fulfillment
- Project Management Office
- Insurance Specific Processes: e.g. claim processing, underwriting, policy administration, regulatory reporting
- IT Services: User support / Service Desk
- HR: HR Administration & Reporting
- HR: Payroll
- HR: Recruitment
- F&A: Business Controlling
- IT Services: Mobile Applications
- HR: Talent Management
- Other: Prof. Services Specific Processes
- IT Services: Cybersecurity & Info Security
- IT Services: Other IT services
The COVID-19 pandemic shook the global businesses but the Czech centres reacted swiftly and with flexibility. They stepped up to support their parent organization during the rapid transformation to digital work.
This is reflected also by the top newly adopted service of 2020 – IT Services: User support – which was newly taken on by 12% of the business services centres in the Czech Republic.
The increase in IT User support can be attributed to the rise of the home office and the higher number of employees requiring assistance during their smooth transformation to home working.
The Czech centres continue to expand their reach of provided services. In 2020, the highest increase was reported in terms of the centres supporting the region Asia Pacific (6% centres more than in 2019).
Compared to the Asian centres, which faced increased difficulties during the transition to the home office, the Czech centres managed this transition smoothly allowing them to take over some of the workload of the Asian locations.