Offshore BPO Confidence Index 2022

Collaborative Research by Cognitive Copy and Ryan Strategic Advisory

Measuring BPO Insider Confidence in 17 Offshore Locations

Conducted by Cognitive Copy and Ryan Strategic Advisory, our second annual study includes first-hand insights on critical BPO site selection and vendor procurement considerations for popular offshore locations.

Bulgaria

El Salvador

Jamaica

Philippines

Czech Republic

Colombia

Honduras

Mexico

Poland

Egypt

India

Nicaragua

South Africa

Dominican Republic

Guatemala

Romania

Serbia

Respondent Statistics Snapshot

147

Country Managers

100

BPO Companies

Popular Markets

What Does the Study Assess?

Local Labor Market

Capacity to hire agents, supervisors, operational leaders, and foreign nationals
Presence of talent for voice and non-voice
Strength of public education for languages and CX skills

Infrastructure

Reliability of utilities like internet, electricity, and telecoms
Public transportation dependability
Quality of airports, hotels, and hospitality services

Commercial Property

Availability of modern plug-and-play BPO facilities
Ease of leasing or purchasing commercial property
Possibility to retrofit existing buildings for BPO operations
Possibility to operate in Tier 2 and Tier 3 cities

BPO Ecosystem

Competitive and collaborative BPO landscape
Presence of dedicated BPO associations
Fiscal incentives and favorable legislation for BPO
Government support and industry promotion

Political Stability

Reliability of the democratic process
Impact of protests on government and business operations
Trust in the central bank, civil services, judiciary, and law enforcement agencies

Public Security

Safety of foreign visitors
Safety of BPO employees on public transport
Law enforcement effectiveness

Economic Stability

Currency and tax rate stability
Management of public finances
Management of publicly-owned utilities and service

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