Global Business Services market in Romania set to grow by 10-15% over the next 2-3 years

The Global Business Services (GBS) market in Romania will continue its rapid expansion, with an estimated annual growth rate of 10% to 15% over the next 2-3 years, according to industry studies and projections by Horváth, a global management consulting company active in the Romanian market since 2005. Romania remains a key destination for these services at the European level, as the global GBS market undergoes significant transformations and consolidation, maintaining its fast growth trajectory.

The global GBS market has grown substantially in recent years, valued at USD 276 billion in 2024, with a compound annual growth rate (CAGR) of 18%. By 2028, this market is expected to reach USD 521 billion, reflecting significant growth potential. This trend is driven by structural changes within companies, which are shifting from low-cost models to strategic business partnerships.
A notable aspect is the intensified migration of GBSs toward strategic roles within organizations, moving away from traditional evaluations based on Service Level Agreements (SLAs) or Key Performance Indicators (KPIs). Over 50% of GBSs now consider customer experience as the key performance indicator, while only 10% still prioritize cost reduction. These centers are increasingly involved in the digital transformation and automation of corporate processes, with 83% playing a crucial role in this effort, while 27% are actively leading this transformation globally.

Romania is evolving from a cost-focused market into a global hub for future skills, such as artificial intelligence, data analysis, and leveraging employees’ language skills. The industry must focus on integrating and strengthening these competencies to attract investors and meet global economic challenges.
Another important trend shaping the future of the GBS market, and one that companies in Romania’s sector should consider, is the adoption of artificial intelligence (AI), which is already at the forefront of the global corporate agenda. Currently, AI plays a central role in optimizing operations within GBS centers, particularly in areas such as Procure-to-Pay and Customer Service. In the coming years, companies that invest in AI will have a distinct competitive advantage, both in operational efficiency and in the quality of services delivered.