Romania: A Strategic Hub for Global Outsourcing

Over the past 25 years, Romania has quietly become one of Europe’s most strategic destinations for Business Process Outsourcing (BPO). With a multilingual, highly educated workforce, competitive operating costs, and a location that bridges East and West, Romania now plays a leading role in powering global customer experience and digital operations. This evolution has not been accidental; it’s the result of consistent investment in people, technology, and a culture of adaptability.

From emerging market to European leader in outsourcing excellence

Romania’s BPO story began in the early 2000s, when global companies were seeking cost-effective support centers for customer service, technical assistance, and back-office functions. The country’s accession to the European Union in 2007 brought regulatory stability, foreign investment, and global credibility.

That same period marked a turning point for CGS, which entered the Romanian market in 2006 through its acquisition of EasyCall Communications, founded by Vladimir Sterescu. Since then, CGS Romania has grown into one of the country’s leading outsourcing providers -- delivering multilingual, high-touch services that combine human empathy with deep technological expertise.
Today, Romania is home to hundreds of BPO and shared service centers serving clients across Europe, North America, and Asia, offering everything from traditional voice support to sophisticated digital transformation and AI-enabled solutions.

Why global enterprises choose Romania for BPO and CX transformation

Romania’s success as a global outsourcing destination is built on a powerful combination of human capability, operational efficiency, and digital maturity. The country’s foundations go far beyond cost: they reflect a deep alignment with how modern enterprises operate—blending multilingual talent, technological expertise, and a resilient infrastructure that supports scale and innovation. Together, these advantages make Romania an ideal environment for companies seeking both performance and partnership.

1. A multilingual, culturally aligned talent pool

Foreign-language education starts early in Romania, with English, French, German, Italian, and Spanish widely spoken. This enables Romanian professionals to support diverse markets with native-level fluency. At CGS Romania, our teams serve partners in more than 20 languages, bridging cultures and ensuring every customer interaction feels local.

2. A highly educated, technically skilled workforce

Each year, Romania produces tens of thousands of university graduates in IT, engineering, finance, law, and business administration. This steady pipeline fuels a workforce capable of managing complex, technology-driven processes, an ideal setting for CGS’s Total Experience (TX) approach, which unites customer, employee, and partner experiences into one seamless, measurable ecosystem.

3. Cost efficiency without compromise

Romania strikes an ideal balance: labor costs lower than Western Europe’s, yet service quality that meets or exceeds it. This disequilibrium enables companies to achieve leaner operations while maintaining world-class performance.

4. Strategic geographic advantage

Situated between Western Europe and Asia, Romania aligns with multiple time zones, supporting real-time collaboration across continents. Combined with one of the world’s fastest internet networks and robust digital infrastructure, it’s a natural hub for around-the-clock operations.

5. A digital-ready ecosystem

Romania’s technology ecosystem has evolved rapidly, supporting AI, automation, and data-driven service delivery. According to Deloitte’s Global Shared Services and Outsourcing Survey, Eastern Europe, including Romania, has emerged as one of the most attractive regions globally for complex, technology-enabled outsourcing, thanks to its blend of digital skills and innovation-friendly culture.

Evolving beyond call centers: Romania’s role in creating a total experience

What began as a call-center market has transformed into a sophisticated ecosystem for managing end-to-end customer journeys. Romanian BPO teams now deliver high-value services such as:

• AI and RPA-driven process automation
• Customer experience (CX) strategy and optimization
• Data analytics and reporting
• Finance, accounting, and HR operations
• Technical and IT support

At CGS Romania, we’ve seen this transformation firsthand. For example, a financial services project that began with just 30 team members in 2015 has grown to over 350 professionals today, covering everything from contract booking to compliance, collections, and automation.

Driving growth through innovation and trust

Modern outsourcing isn’t just about efficiency. It’s about co-innovation. Romania’s BPO sector is now embracing AI, automation, and advanced analytics to elevate performance and uncover new value. At CGS, our RPA engineers in Romania have automated repetitive tasks like data entry, payment processing, and report generation for global telecom and finance clients -- reducing manual effort and boosting accuracy.

Equally important is trust. Every CGS BPO operation, including Romania, is built on a Zero Trust security framework that protects customer data, ensures compliance, and safeguards brand equity across borders.

Two decades of progress -- and the people powering it

After more than two decades in the Romanian BPO industry, I’ve seen what truly differentiates world-class providers: people. Technology enables scale, but it’s the empathy, creativity, and cultural fluency of Romanian professionals that sustain long-term success.

At CGS, we put people at the center of our total experience model, empowering teams to deliver measurable outcomes for customers while building lasting partnerships founded on integrity and innovation. That mindset has helped us maintain our position as the number one BPO company in Romania.

Romania’s expanding role in global business transformation

Romania is no longer simply an outsourcing destination. It’s a strategic engine for global business transformation. With continued investment in education, technology, and human potential, the country is poised to lead the next era of customer and employee experience innovation.

For organizations seeking a trusted, scalable partner capable of harmonizing people, process, and technology, CGS Romania offers a compelling blend of talent, technology, and trust that transforms every interaction into lasting value.