Offshore CX Confidence Index 2025: Country Ratings

Matt Kendall; Peter Ryan

Offshore CX Confidence Index 2025

First-hand operational accounts of 16 prominent CX delivery markets

Introduction

Welcome to the Offshore CX Confidence Index 2025, a collaborative effort between Off Mute Media and Ryan Strategic Advisory.

Now in its fifth year, this report assesses how those who deliver customer management and business process outsourcing services feel about operating in 16 locations around the world.

Because this report is now well-established and highly valued by CX decision-makers, we have updated our methodology and respondent base in 2025 to achieve greater detail, factoring in both in-house centers and outsourced providers. The results speak for themselves.

To be clear, offshore and nearshore options have never been a one-size-fits-all solution for delivering customer management. However, the differences between the choices available to in-house or outsourced decision-makers have never been more distinct.

The idea that the world is "flat" when selecting countries for an offshore portfolio is inaccurate; it is crucial to tailor the right selection of locations to meet buyer needs, and fortunately, the options are available to do so.

This report spotlights 16 established and emerging offshore CX delivery alternatives, each offering unique strengths and weaknesses. The feedback gathered during our research highlights both the big-picture and industry-specific opportunities and challenges that operators face daily.

There has never been a better time to explore what the offshore and nearshore options can offer customer management. Even as technology evolves, using the best talent in different global locations remains a reliable business model that should not be underestimated. And, like any business model, offshoring continues to change to meet the needs of outsourcers and enterprises.

This report should serve as a clear guide for any CX leader looking for insight into what is both a complex and promising delivery opportunity. We hope you enjoy reading it.

-- 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.

Learn more

Respondent Data

Total responses226
Delivery markets16
Industries represented13
Country managers44.7%
Operational leaders47.3%
C-Suite/Executive8%

Operation type

In-house/captive54.4%
Outsourced provider45.6%

Years of operation

0-46.6%
5-923.5%
10-1424.8%
15-1921.2%
20+23.9%

Workstations / Seats

<5015.5%
50+15.9%
100+32.7%
500+12.8%
1k+18.1%
5k+2.7%
10k+2.2%

Number of employees

<5011.1%
50+13.7%
100+32.3%
500+14.6%
1k+17.3%
5k+6.6%
10k+4.4%

Methodology

During September and October 2025, we conducted telephone surveys with country managers, executives, and operational leaders in the customer experience (CX) space, both in captive, in-house contact centers and dedicated outsourcing providers. The survey measured the confidence respondents have doing business within their respective countries. To participate, respondents must occupy one of the aforementioned roles in the CX/BPO industry and be physically situated within the country they were evaluating. The result is a collection of unique, first-hand perspectives on each delivery point represented through subjective experience. Respondents were instructed to quantify their confidence on a scale of one to five, with each number representing the following sentiments:

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 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 CX leaders and do not represent the official views of their respective organizations.

Featured brands in each country's exclusive Confidence Profile are part of a commercial collaboration to expand on the perspectives given by respondents. To feature your brand on an available country page, please contact [email protected] or [email protected].

Overall Rankings 2025

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

For more CX & BPO insights visit:

offmutemedia.com/resources ryanadvisory.com/latest-research

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