Sterling has been awarded Best Customer Experience Provider (BPO) at the 13th Annual CEE Business Services Summit & Awards, held in Warsaw on March 5-6, 2025. The award recognizes companies delivering exceptional customer service, innovation, and operational efficiency in the business process outsourcing sector.
This year’s summit brought together over 40 speakers and panelists from Poland, Lithuania, Latvia, Romania, Hungary, Slovakia, Bulgaria, Czech Republic, Ukraine, Austria, Holland, Belgium, Portugal, Spain, Switzerland, Sweden, Finland, Saudi Arabia, France, Germany, Denmark, the UK, and the USA. The event provided a platform for industry leaders to exchange insights, discuss emerging trends, and celebrate achievements in Central and Eastern Europe’s business services sector.
A Competitive Field of Industry Leaders
The Best Customer Experience Provider (BPO) category featured several multinational firms competing for recognition. The judging panel assessed customer satisfaction ratings, operational efficiency, and the use of technology in service delivery. Sterling’s ability to integrate multilingual customer service with financial back-office processes gave it an edge over other contenders.
CEO Harry Virdee, who accepted the award on behalf of the company, highlighted the team-driven approach behind the recognition.
“This award belongs to our people. Every day, our teams work across borders to solve challenges, improve efficiency, and drive results for our clients. Being recognized at this level validates that work.”
Sterling’s victory reflects the growing importance of customer experience as a differentiator in BPO services. Companies across industries are seeking outsourcing partners that not only handle transactions but also enhance customer relationships, making this category one of the most competitive at the awards.
Strengthening the Relationship Between Europe and India
During the summit, Virdee participated in a panel discussion on India-Europe collaboration in outsourcing. He highlighted how business services are evolving beyond cost reduction, with innovation, scalability, and technology integration playing a larger role in outsourcing decisions.
“Collaboration between India and Europe is shaping the next phase of business services. It’s about building long-term, knowledge-driven partnerships that benefit both regions,” said Virdee.
Sterling’s operations in Poland and India reflect this trend. The company’s recent expansion into Łódź, where it established a Multilingual Customer Experience Center, has strengthened its European service capabilities. At the same time, its India-based operations provide access to a deep talent pool with strong technical and financial skills.
The discussion also touched on automation in outsourcing, with many companies balancing human interaction with AI-driven processes. While automation is reducing costs, customer expectations remain high, making hybrid models combining technology with human support a priority for outsourcing firms.
A Broader Shift in the BPO Industry
The outsourcing industry in Central and Eastern Europe is undergoing significant transformation. According to a 2024 report by Deloitte, the region’s BPO and shared services market is projected to grow by 7.2% annually, driven by multilingual capabilities, cost efficiency, and regulatory stability.
Poland remains the region’s largest BPO hub, with over 400,000 professionals employed in outsourcing and shared services. Countries like Romania, Hungary, and Slovakia are also expanding their roles in the sector, attracting investment from global financial services, healthcare, and technology firms.
Sterling’s recognition as a leader in customer experience reflects broader shifts in client expectations. Businesses are no longer outsourcing solely for cost savings; they now prioritize quality, adaptability, and customer retention when selecting a service provider.
What’s Next for Sterling?
Winning Best Customer Experience Provider (BPO) is a significant milestone for Sterling, but the company’s leadership is focused on the next stage of its expansion.
The company has outlined plans to expand into Asia-Pacific and the Middle East, where demand for multilingual and financial process outsourcing is rising. Sterling is also investing in automation and AI-powered service solutions to improve efficiency without compromising on service quality.
“Recognition is important, but it’s what comes next that matters. We have ambitious plans, and we’re committed to building on this momentum,” Virdee said.
With a presence in Europe and Asia, Sterling is positioned to take advantage of growing demand for outsourced business services. As the industry evolves, the company’s ability to combine technology, financial services, and multilingual support will be a key factor in its future success.
