Offshore BPO Confidence Index 2024: Country Ratings

Matt Kendall; Peter Ryan

Offshore BPO Confidence Index 2024

Leadership confidence metrics from 16 BPO delivery markets.

Introduction

The BPO industry is no stranger to change, but the past year has brought challenges and opportunities on an unprecedented scale.

Geopolitical shifts, technological breakthroughs, climate realities, and evolving economies are reshaping how business services are delivered across the globe. From nearshore hubs to far-flung offshore locations, the pressure is on for outsourcers and their clients to adapt and thrive in this ever-shifting landscape.

Against this backdrop, Off Mute Media and Ryan Strategic Advisory are proud to present the Offshore BPO Confidence Index 2024. This report captures the first-hand insights of outsourcing executives steering operations in 16 of the world’s most pivotal offshore BPO and CX delivery destinations.

Far more than a static snapshot, this report is an interactive guide filled with data points that represent the realities of operating a successful international BPO business. It offers a granular look at the confidence—or the lack of it—that BPO leaders have on the ground, with valuable perspectives that can help shape tomorrow’s location strategies.

Expect some findings to validate what you already suspect—others may upend your assumptions entirely. Either way, we hope this Index can act as your compass for planning your next offshoring moves with confidence and clarity.

-- Matt Kendall & Peter Ryan

Meet the Authors

Matt Kendall

Founder, Off Mute Media

Matt Kendall builds and runs the digital systems behind media, research, and B2B publishing. Through Off Mute Media, he designed, built, and deployed this site, from the country pages and user experience to the database behind the survey results.

Matt is also Director of Digital Operations at Nearshore Americas and has been analyzing and consulting with members of the cross-border knowledge industry since 2018. He enjoys filmmaking and has a weakness for Galician octopus.

Learn more

Peter Ryan

Principal, Ryan Strategic Advisory

Peter has worked in the CX analysis and advisory space since 2003 and has established a reputation as one of the most knowledgeable thought leaders in the global customer experience outsourcing sector.

Peter is an expert in vertical market penetration, service delivery, best practices in technology deployment, and offshore positioning. He’s also a great boxer and spars regularly in his home base of Montréal, Canada.

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Respondent Data

Total responses140
BPO companies105
BPO markets16
BPO executives64
Country managers48
Operational leaders28

Years of Operation

<=10.7%
1-58.6%
5-1020%
10-1522.1%
15-2023.6%
20+25%

Workstations/Seats

<508.6%
50+5.7%
100+22.1%
500+12.9%
1k+35%
5k+9.3%
10k+6.4%

FTEs

<507.9%
50+5%
100+23.6%
500+8.6%
1k+38.6%
5k+9.3%
10k+7.1%

Methodology

In Q3 and Q4 2024, we invited BPO country managers, executives, and operational leaders to express their personal confidence in the various aspects of conducting business within their respective countries. The requirement for participation was that respondents occupy one of the aforementioned roles in the BPO industry and be physically situated within the country they were evaluating. The objective was to attain unique, first-hand perspectives on each delivery point represented through subjective experience. Respondents were instructed to quantify their confidence from "zero" to "full" with each choice resulting in a score:

Zero confidence1
Low confidence2
Some confidence3
High confidence4
Full confidence5

Post-survey, we calculated the arithmetic average of the total points accumulated from each question before normalizing and converting the average scores into percentages. These are weighted averages that factor in the total possible score per country based on the actual number of answered questions. These resulting scores represent the “Confidence Rating” measurements displayed as percentages throughout this Index. Each percentage represents a level of confidence from zero confidence to total confidence, as displayed below:

Very low59%Or below
Low60%Or above
Moderate70%Or above
High80%Or above
Very high90%Or above
Full100%Max score

Respondent names and company affiliations are confidential. All results herein are the subjective opinions of participating country managers and do not represent the official views of their respective BPO organizations.

Featured brands in this year’s Confidence Profiles are part of a commercial collaboration to expand on the perspectives herein. To feature your brand on any of the country pages within, please contact [email protected] or [email protected].

Overall Rankings 2024

How to navigate the Index

Pick a market from the menu on the left (on a phone, tap Menu). Its page opens with its eight confidence ratings.
Jump to a category from the list under the market in the menu, or by clicking any rating card.
Compare markets with the Overall Rankings and Compare Categories on this page.

Thank you for reading

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