Mexico

BPO/CX leaders in Mexico report very high confidence in the labor pool, especially for voice agents, back office, and customer care functions in English and Spanish. This is supported by high confidence in recruiting for all management levels, from team leaders to executives. However, this optimism in the raw talent pool is sharply contrasted by a very low confidence in the public education system's ability to teach the necessary skills for the industry, suggesting operators rely on their own training and private school pipelines.

CX/BPO leaders in Mexico report high confidence in their BPO association, paired with moderate confidence that competitors project a professional image to international clients. However, these strengths are undercut by very low-to-extremely low confidence in the government's collaboration with the industry, especially regarding fiscal incentives, highlighting a strong private-sector ecosystem that lacks meaningful government support.

Operators view Mexico's infrastructure as a significant strength, showing very high confidence in internet and fiber services, 4G/5G, and restaurants. This is supported by high confidence in mobile coverage, electricity, airports, and hotels. The only areas not rated as high or very high are public transportation and healthcare, which both received moderate confidence ratings. Overall, the category is a source of strong, consistent confidence for respondents.

The commercial property market is a clear strength for operators in Mexico. Respondents show high confidence in the availability of office space, co-working facilities, and warehouses, as well as in the availability and cost-competitiveness of leasing. This high level of confidence is consistent, with only the cost and availability of purchasing options and plug-and-play dipping into the moderate range, suggesting a robust and accessible market for CX/BPO operations.

Operators in Mexico report high confidence in the safety of foreign business travelers and the local labor force's commute. This is supported by moderate confidence in law enforcement's trustworthiness and responsiveness. While respondents also show high confidence in a peaceful transition of power, the overall moderate-to-high ratings suggest a general sense of stability rather than enthusiastic trust.

Respondents in Mexico express moderate confidence in the fairness of the electoral process and the independence of the central bank. However, these are the only positive sentiments in a category marked by widespread low confidence. Operators report low confidence in the government's management of public finances and utilities, as well as in the integrity of the civil service and law enforcement. The lowest-rated item is very low confidence that core government institutions are free from corruption, making this a category of significant concern for operators.

CX/BPO leaders in Mexico view the economy as a source of strength, expressing high confidence in the country's overall stability and moderate confidence in the manageability of inflation and tax rates. The one outlier is low confidence in the stability of the local currency, pointing to a specific concern for respondents.