India takes first place in the Offshore BPO Confidence Index 2023

What do the people running BPO operations really think of the markets they work in? The third Offshore BPO Confidence Index, produced with Ryan Strategic Advisory, asked them about 17 offshore and nearshore delivery markets. It is also the first edition redesigned as an interactive report. The first two were PDFs.

Who answered this year

We heard from 173 BPO leaders this time. Belize, Kenya, and Kosovo join the Index for the first time, while Bulgaria, El Salvador, and Nicaragua are not part of this edition.

India moves to the top

India ranks first with an overall confidence rating of 89.8%, up from second place in 2022. It leads four of the seven categories, the local labor market, the BPO ecosystem, political stability, and economic stability. The Dominican Republic keeps its place in the top three, finishing second at 85.5%, and the Czech Republic is third at 83.8%.

Colombia, first in the 2021 and 2022 editions, drops to fourth. Its score of 82.6% is still strong, but the change at the top shows how quickly confidence can shift from one year to the next.

The biggest climbers

Guatemala jumps from fifteenth place to eighth. Egypt rises from eleventh to sixth, and Mexico from tenth to fifth. Belize, on its first appearance, lands in seventh place at 81.7%.

Strengths and weak spots

The Czech Republic posts the highest infrastructure score in the Index at 98.9%, and the highest public security score at 98%. Egypt has the strongest confidence in commercial property.

Economic stability is the weakest category overall, averaging 70.4%, and Kenya scores lowest there at 50.4%. Political stability is close behind, with Serbia at the bottom on 53.1%.

Read the full 2023 edition

Every market has its own page with its full set of ratings, so you can see exactly where each country is strong and where its leaders have doubts.