business services sector

in the czech republic

ABSL Report 2021

Developing Talent

Training & talent development

Educated and skilled workforce of Czech business services

The educated and skilled workforce is cited by the business services centres in the Czech Republic as one of the main reasons for their location in this region. The centres are able to provide high value-added services by a workforce, which consists of 72% university graduates who are eager to continue developing their professional skills.


of business services employees are university graduates or higher


of business services employees have a professional certification (by e.g. The Hackett Group, ACCA, CIMA, ITIL, etc.)

Training within business services in the Czech Republic

Apart from company-specific onboarding the employees within the business services are the most interested in management & coaching skills, learning languages and F&A professional certifications.


average number of training hours provided in business services
21% increase since 2017


of centres subsidize postgraduate studies or other professional courses to their employees


of centres subsidize language courses to their employees

Compared to the previous year, the centres use less face-to-face classroom training and eLearning. Instead, they increased the use of Virtual classrooms live webinars, which they plan to utilize even more in the next 2-3 years.

Self-learning at employees’ own pace via recorded sessions is also gaining popularity as a training method within the Czech centres.

“To build World Class business services centres, organizations have to build the skills and capabilities across their people. The research shows that there is a huge gap in skills and ABSL Fusion plays a fundamental part in helping to build the leadership, communication and networking skills that are going to be essential to help organizations move up the value curve.”

Ben Hartfield
Senior Director
The Hackett Institute
The skills of the future: the most important skills centres expect employees to need in the next 5 years
  • Technology / Automation
  • Innovation
  • Flexibility & Adaptability
  • Customer centricity
  • Leadership
  • Digital skills
  • Data Analytics
  • Communication skills
  • Process Excellence
  • Complex problem-solving

Source: ABSL Survey 2020

Top in-demand skills follow the transition of GBS centers into value-driven digitally-enabled centers, such as technology savviness, data savviness, customer centricity, analytics, agility, and change orientation.

– A Leader’s Vision for Business Services in the New Digital Era –

Winners 2020 in category Education
ABSL Diamonds Winner

Novartis succeeded with its comprehensive #wearecurious educational initiative, which offers educational opportunities not only to employees but also to their friends or families, including children. The trainers include both internal experts and external specialists from the world’s top universities and educational institutions. The key topics cover the development of skills in the field of digital technologies and artificial intelligence. The highlight of the initiative was the Curiosity Month, a month of more than 200 interactive webinars with hundreds of participants. The initiative also includes education in the form of audio books, podcasts, online courses and programs where experimentation and innovative tailor-made solutions are created. The Prague team of Novartis played a significant role in creating the global educational program. In total, approximately 20,000 employees took part in the training and spent more than 45,000 hours learning in September alone.

ABSL Diamonds Winner was awarded for an educational initiative focused on using internal trainers instead of relying on external ones. The initiative includes 3 company-wide programs that introduced at the end of 2019 and during 2020. The first is Mentoring, which brings together internal mentors and employees of the company who are interested in professional development in cooperation with their more experienced colleagues and provides them with support in the form of online workshops and consultations. The second program is the Expert Train, which trains future in-house trainers in teaching methods, preparation of curriculum or educational materials. The third program is Leadership Essentials, which focuses on managers training. This program was originally designed to be face-2-face, but due to the pandemic it was transferred to the online environment. The education in the company is managed with the help of a Learning Management System (LMS) and uses internally created educational materials and digital tools. In 6 months, more than 300 employees participated in the individual programs. These included not only employees from the Czech Republic, where it was established, but also from other global branches. The result a reduction in the cost of external trainers and courses as well as greater cooperation and creativity across teams.

Skills deficit within Czech business services

Over the last 2 years, Technology & Automation remain as the skill most missed by the Czech business services centres. However, the centres have largely began developing Technology & Automation experts in-house, which is reflected by the share of centres reporting the Technology & Automation skills deficit decreasing.


of the robotics and automation capability is built by the centres in-house


of centres experience Technology / Automation skills deficit
10% less than in 2018


of centres experience General Business Acumen deficit
The highest increase over the last 2 years

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