How confident are you in your capacity to recruit for the following positions in your country?
- Agents88%
- Team leads84%
- Managers84%

Overall confidence rating
83.8%
Technical support is the clearest strength in a labor pool that has improved since the 2022 edition, with hiring for agents, team leads, managers, and most service channels also drawing high confidence. Revenue generation and the public education system's language training and career preparation are viewed more moderately. Recruiting foreign workers and sourcing work visas are the weakest points.
How confident are you in your capacity to recruit for the following positions in your country?
How confident are you in your capacity to recruit for the following functions within your country?
How confident are you in the public education system's ability to teach the necessary skills for a career in an international CX delivery environment?
How confident are you in the public education system's ability to train world-class language skills?
A slight improvement since last year leaves the ecosystem lukewarm. Competitors' international image and the government's restraint from interfering in operations and international promotion are seen positively, while government dialogue and ABSL Czech Republic's alignment with industry needs draw moderate support. Confidence is low in industry unity and CzechInvest's lobbying, and weakest on favorable legislation and fiscal incentives.
How confident are you that your competitors present a professional, attractive image of your country to international clients and prospects?
How confident are you that the country's CX and BPO players are unified and collaborate effectively to maximize the industry's success?
How confident are you in the government's ability to engage in open dialogue with the BPO / CX industry?
How confident are you in the government bodies involved in investment promotion in their ability to lobby for favorable industry regulations?
How confident are you in the national BPO / CX association or cluster's alignment with the industry's needs?
Infrastructure draws full confidence across telecoms, the power grid, public transport, hotels, restaurants, and leisure, and sentiment has strengthened over the past year. Airports and international travel connections are rated only slightly lower.
How confident are you in the quality of the following utilities in your country?
How confident are you in the quality of the following services in your country?
Co-working space draws the strongest support in a commercial property market seen in a positive light. Leasing, retrofitting, and temporary co-working are well regarded, with plug-and-play facilities, purchasing, and sourcing space across multiple cities a step behind.
How confident are you in the availability of commercial property options for BPO/CX operations in your country?
How confident are you in the ease of retrofitting existing commercial property for BPO in your country?
How confident are you in the ability to source commercial properties across multiple cities for CX/BPO operations in your country?
There is full confidence that business travelers and staff commuting on public transport are safe. Law enforcement's responsiveness and trustworthiness are also very highly rated.
How confident are you that foreign business travelers will be safe visiting your country?
How confident are you that the local labor force is safe using public transportation for commuting?
How confident are you that local law enforcement is trustworthy and helpful?
How confident are you that local law enforcement will respond to criminal activity promptly and efficiently?
Political stability is now viewed positively, a clear improvement since 2022. Confidence in a peaceful transition of power is full, and the electoral process, the central bank, and the judiciary are well regarded. Foreign policy orientation, law enforcement, core government, and the civil service draw more moderate confidence.
How confident are you in the foreign policy orientation of your country's government?
How confident are you in the fairness and competitiveness of your country's electoral process?
How confident are you that your country will perform a peaceful transition of power after elections?
How confident are you that the following public services are free from corruption and/or outside influence?
The economic outlook has improved since the last index but stays moderate. Currency stability and the management of utilities are viewed positively, and public finances draw moderate confidence. Tax rates and inflation are the main concerns.
How confident are you in the government's ability to manage publicly-owned utilities and services?
How confident are you in the government's ability to manage the country's public finances?