The year 2023 has seen tectonic shifts in the perspectives of business process outsourcing (BPO) executives and their clients regarding offshore and nearshore delivery locations.
With ongoing geopolitical uncertainty gripping many parts of the globe and the ever-growing climate crisis becoming more of a site selection consideration, outsourcing destinations face more scrutiny than ever.
The Offshore BPO Confidence Index 2023 seeks to provide clarity amidst this complexity, shedding light on the operational realities across some of the world's most pivotal outsourcing locations.
This report distills insights and experiences—both good and bad—from the front lines of third-party CX delivery, offering a clear-eyed assessment of 17 key outsourcing jurisdictions from those on the ground: BPO operational leaders and country managers.
While there's no set formula for becoming the premier outsourcing delivery destination, this year's research highlights several critical factors.
The stability of a country's political and economic environment is crucial, as is the robustness of its infrastructure. Countries that struggle with consistent transportation for workers or reliable utilities are subject to increased scrutiny from BPO operators and their clients.
Equally important is the ability to promote a destination positively, realistically, and transparently, as is the strength of the local outsourcing ecosystem. A unified voice among operators, BPO representative bodies, and governments has never been more vital.
And, of course, the strength of a country’s labor and property markets determine the presence (or lack of) opportunities for scalability and growth, which, while still a strong point for some countries, remains challenging for others.
With the significance of these operational factors growing every year, we hope these fresh insights provide some valuable context to your strategic planning in 2024.
-- Matt Kendall & Peter Ryan
