Insights2 min read
Poland climbs to second in the Offshore BPO Confidence Index 2024
Poland jumps seven places to second and Kosovo breaks into the top three, while India holds first.
Matt Kendall
Which delivery markets do the leaders of BPO operations trust most right now? The fourth Offshore BPO Confidence Index, produced with Ryan Strategic Advisory, puts that question to them across 16 offshore and nearshore markets. This year’s answer has some big movers.
Who answered this year
We heard from 140 BPO leaders. Executives make up 64 of them, country managers 48, and operational leaders 28. Fiji joins the Index for the first time, while the Czech Republic and Kenya are not part of this edition.
India stays first, and Poland surges
India ranks first again with an overall confidence rating of 93.9%, up from 89.8% in 2023. It leads four categories, the local labor market, the BPO ecosystem, commercial property, and economic stability.
The story of the year is Poland. It climbs from ninth place in 2023 to second at 91%, the biggest jump in this edition. Poland also leads two categories outright, infrastructure and political stability. Kosovo makes a similar leap, from twelfth to third at 86.2%, and it posts the highest safety and security score in the Index at 98%.
Who fell back
Belize drops from seventh in 2023 to sixteenth, at 72.5%, and Guatemala and Mexico also lose ground. An overall score hides a lot, so the market pages are worth reading before drawing conclusions from a single number.
Where confidence is lowest
Political stability is the weakest category across the Index, with an average of 73.8%. Honduras has the lowest score there at 52.2%. Egypt, despite a solid ninth place overall, has the lowest economic stability score at 62%.
Read the full 2024 edition
Inside each category, the report goes down to individual questions on topics such as languages, talent, and property. Every market has its own page with its full set of ratings, and you can compare markets category by 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.
More about Matt
