This document summarizes the growth of BT's operations in Hungary from 1999 to 2012. It began with 3 employees in 1999 and grew to over 700 employees by 2012. In 2007, BT expanded in Hungary by opening a Regional Operations Centre in Budapest and Debrecen to provide customer service, financial, and business support across Europe, Middle East and Africa. The centre has four main functions: global customer service, business support, international service delivery, and finance shared services. The document also discusses why Debrecen was chosen as a second location and the continuous development of the city to support shared services centers.

1. Attracting
Countryside
VI. International Shared Service and
Outsourcing Conference
6th December, 2012

2. Headcount development
• December 1999: 3 FTE
• December 2002: 12 FTE
• December 2005: 75 FTE
• December 2007: 200+ FTE
• December 2010: 300+ FTE
• December 2011: 550+ FTE
YTD 2012: 700+ FTE
BT Retail
BT
Whole-
sale
BT Group
Open-
reach
BT Global
Services
BT Technology,
Service and
Operations
BT in Hungary
BT in Hungary 2
BT is one of the world’s leading communications services companies, serving the needs of customers
in the UK and in more than 170 countries worldwide. BT Global Services is a global leader in managed
networked IT services, operating globally and delivering locally.
BT opened it’s first office in 1999 in Hungary, serving its corporate
customers in Central and Eastern Europe.
In 2007 the company further expanded in Hungary by opening its Regional
Operations Centre in Budapest and Debrecen. The Centre provides
customer service, financial, commercial and business process support with a
geographical focus on Europe, Middle East and Africa (EMEA).
BT Group

3. Strategy
3
Strategy
• „Hybrid” model
• Global coverage – 3 global centres (Hungary,
Brasil and India)
The ROC in Hungary has 4 major functions:
• Global Customer Service Desk
• Business Support Centre
• International Service Delivery
• Finance Shared Services
Other
functions, 220
Business
Support
Centre, 115
International
Service
Delivery, 125
Global
Customer
Service Desk
110
Finance SSC,
150
„Our mission is to contribute to BT’s business
transformation strategy through consolidating,
standardizing and optimising business processes,
improve performance and productivity in order to
provide a better service to our customers.”

4. Facts and Figures
Facts and Figures 4
700
employees
Average
age:
27,5
19
languages
>85%
graduate
4+12
functions
Supporting
10 BUs
across
5 LoBs
Average
languages
spoken:
2,5
94%
plans to stay
long term
Average
churn:
15%
3000+
Customers
supported
16.000+
training
hours p.a.

5. Regional Operations Centre, Hungary
ROC, Hungary 5
Budapest Debrecen
‚One centre – two premises’ approach
 Security, lower risk (business and service continuity)
 Government incentives
 Optimised investment and cost of implementation
 Extended labour market

6. Why Debrecen? (2007)
6
 Dynamic development of the region
 Location / Proximity
 Accessibility
 University
 Government incentives
 Lower cost base
 Relatively low number of global
enterprises on the market
 Employee loyalty, lower churn
 Cooperative and supportive University
and Local Government
Why Debrecen?
 Limited availability of candidates with
management experience and higher
level technical knowledge
 (Active) language skills
 Accommodation – limited availability
of suitable office space
The downside:
Advantages:

7. Continuous development (2007-2012)
7
Strategic cooperation in order to serve the
specific requirements of SSCs
 Developing infrastructure
 Direct flights between London and Debrecen
 Improving language education both in high
schools and in higher education
 Number of students in IT / technical faculties is
steadily increasing
 Increasing office capacities
Continuous development

8. Xanga Office Park, Debrecen
8
New expansion opportunity for SSCs:
• Low-cost, flexible and SSC focused facility
• Large scale and high quality infrastructure
• Exclusive / special services:
• onsite SSC training courses, non-stop baby and
child-care
Contact: www.xanga.hu/office-park
Xanga Office Park

9. General Advanteges
9
Only 10% of SSCs in Hungary is located outside of Budapest.
Conclusion
Advanteges from SSC’s perspective:
 Well educated, loyal workforce on the local market
 Proper infrastructure, education and office capacities
 Higher government incentives are available for investments
 Lower operational costs
Advantages from the city’s
perspective:
 Creating competitive and
sustainable jobs
 Reducing migration
 Contribution to the general and
professional development of the
local workforce
 CSR activities

10. Conclusion
10
• Only 10% of SSCs in Hungary is located
outside of Budapest
• Open your mind!.
• Collaboration between SSCs, local
governments and institutions
• Establish local Clusters
• Work out strategy and action plan
Conclusion
Start right now!

11. Thank you!