Insights2 min read
Stability decides the Offshore BPO Confidence Index 2022
Colombia edges India by a tenth of a point in our second edition, which adds five new markets.
Matt Kendall
Offshore outsourcing was finding its feet again after the pandemic when Russia’s invasion of Ukraine shook the industry once more. So how confident are the people running BPO operations in their own countries now? The second Offshore BPO Confidence Index, produced with Ryan Strategic Advisory, asked country managers on the front line.
Who answered this year
We heard from 158 country managers at 100 BPO providers in 17 locations. These are Bulgaria, Colombia, the Czech Republic, the Dominican Republic, Egypt, El Salvador, Guatemala, Honduras, India, Jamaica, Mexico, Nicaragua, the Philippines, Poland, Romania, Serbia, and South Africa. Five of them are new this year, the Czech Republic, the Dominican Republic, Guatemala, Romania, and Serbia.
Respondents rated each part of doing business in their country from one to five, from no confidence up to full confidence. We average the points into a rating for every category and an overall ranking.
Why stability matters more than ever
The biggest finding is how much stability now matters. BPOs want to operate where politics, the economy, and public safety are calm. And with BPO labor tighter than ever, the locations that succeed are the ones with talent to hire.
Colombia and India, almost level
Colombia ranks first overall at 85.1%, with India a very close second at 85.0%. The Dominican Republic takes third at 82.7% in its first year in the Index, and the Czech Republic, also new, is fourth.
Managers still have high confidence in the countries where the industry has grown for two decades. Several newer locations are close behind them, though, so a long track record in BPO does not guarantee a top spot.
Big moves since 2021
Poland climbs from eleventh place in 2021 to fifth. Bulgaria goes the other way, from third to sixteenth. Nicaragua is last for the second year running. The scale changed from four points to five this year, so the rankings compare better across editions than the percentages do.
Download the 2022 report
The full report runs to 45 pages, with a profile of every country and a breakdown of each category.
Matt Kendall
Founder, Off Mute Media
Matt Kendall founded Off Mute Media after more than a decade in ghostwriting and B2B marketing, where he helped over 50 companies tell better stories. He built, scaled, and sold the newsletter BPO Bullhorn, rebuilt B2B news, research, and events platforms, and co-authors the Offshore CX Confidence Index. Today he designs and automates websites for small businesses.
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