Insights2 min read
India leads the Offshore CX Confidence Index 2025 for a third straight year
The Index takes a new name and its largest sample yet, and India stays on top for a third year running.
Matt Kendall
Where would the people who run customer experience operations open their next site? The Offshore CX Confidence Index 2025 asks them directly. This is the fifth edition, produced with Ryan Strategic Advisory, and the first under a new name. The Offshore BPO Confidence Index is now the Offshore CX Confidence Index, and this year we surveyed a record number of in-house CX operations alongside outsourcing providers.
Who answered this year
A total of 226 CX and BPO leaders rated their confidence in 16 offshore and nearshore delivery markets. Most of them run operations day to day. Operational leaders make up 107 of the respondents and country managers another 101, with 18 from the executive suite. That mix matters, because these are the people closest to hiring, facilities, and day-to-day delivery.
The market list changed too. Morocco appears for the first time, Bulgaria and Kenya return, and Fiji, Kosovo, and Serbia sit this edition out.
India and Poland hold the top two places
India ranks first with an overall confidence rating of 93.5%, its third year at the top since 2023. Poland is second at 90.1%. Both slipped by less than a point from 2024, a sign of how settled the top of the table has become.
India leads four of the seven categories, the local labor market, the industry ecosystem, commercial property, and economic stability. Poland leads infrastructure and political stability. Romania posts the highest safety and security score of the year at 98%.
A tight race behind the leaders
The Dominican Republic (85.5%) and Colombia (85.3%) are separated by a fraction of a point for third place. The Philippines, Egypt, and Romania follow within a point of each other, between 82% and 83%. For anyone choosing between these markets, the overall ranking alone will not settle it. The category scores are where the real differences show.
Where confidence is lowest
Political stability is again the weakest category across the Index, averaging 71.1%. Honduras scores lowest there at 52.6%. Economic stability is the other soft spot, and Kenya’s 51.9% is the lowest score in that category. Morocco, on its first appearance, ranks sixteenth overall at 67.9%.
Read the full 2025 edition
Every market has its own page with every category and question score, along with a tool to compare categories across markets.
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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