Promotion of an industry

Abstract

In this paper, we explore the current trends of and future expectations for digital transformation projects in Business Service Centres (BSCs) in Hungary. We carried out fifteen interviews with senior technology experts and executives in three Hungarian based BSCs of multinational parent companies to examine individual transformation projects. We also used quantitative data from large-scale surveys on the sector to get an overview of general practices. We reviewed the use of advanced technologies like robotic process automation, predictive analytics, chatbots, and artificial intelligence. We found that BSCs had mostly The consequences automated massively repeated processes and that this automation had liberated employees for more creative tasks. of this transition are threefold: (1) BSCs can reinforce their position as business partners of their global parents, (2) creative assignments are more attractive for prospective and current employees in a labour market characterized by a shortage of suitable personnel, (3) employees usually do not fear the possibility of job loss due to automation and digital transformation.