Offshore BPO Confidence Index 2021

Collaborative Research by Cognitive Copy and Ryan Strategic Advisory

A Unique Measure of Confidence for Key Offshore Locations

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

Bulgaria

El Salvador

Jamaica

Philippines

Colombia

Egypt

Honduras

India

Mexico

Nicaragua

Poland

South Africa

Statistics Snapshot

93 Country Managers

59 BPO Companies

12 Popular Markets

What Does the Study Assess?

Political Stability

Reliability of the democratic process
Impact of protests on government and business operations

Economic Stability

Predictability of inflation and taxation changes
Currency stability
Management of public finances and publicly-owned utilities

Public Safety

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

Infrastructure

Reliability of utilities (internet, electricity, telecoms, etc.)
Public transportation dependability
Quality of airports and hotels

Real Estate

Availability of modern plug-and-play BPO facilities
Ease of leasing or purchasing commercial property
Possibility to retrofit existing buildings for BPO operations

Public Sector

Trust in the central bank, civil services, judiciary, and law enforcement agencies
Impact of political interference or malicious outside influence

Government Support

Fiscal incentives and favorable legislation for BPO
Open dialogue with the government
Freedom for BPOs to operate without interference

Industry Cohesiveness

Competitive landscape
Collaboration between peers
Presence of dedicated BPO associations

Recruitment and Staffing

Capacity to hire agents, supervisors, and operational leaders
Capacity to hire foreign nationals for BPO roles

Language and Education

Presence of multilingual talent for voice and non-voice
Strength of public education for languages and CX skills

Talent Scalability

Capacity for scaling in the short- to long-term
Possibility to leverage Tier 2 and Tier 3 cities for talent

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