India tops 2024 Offshore BPO Confidence rankings
MONTREAL, CANADA — The Offshore BPO Confidence Index 2024, released by Cognitive Copy and Ryan Strategic Advisory, confirms India as the top offshore outsourcing destination.
Scoring an impressive 93.9%, India continues to dominate the global BPO landscape thanks to its stability, cost efficiency, and vast talent pool.
While respondents expressed slight concerns about Tier-3 talent availability and urban traffic issues, India’s robust infrastructure and decades of industry growth solidify its position.
Notably, India also claimed the #1 spot in last year’s Offshore BPO Confidence Index 2023, achieving a confidence rating of 90.1%.
Poland and Kosovo lead European markets
Poland secured second place with a confidence score of 91%, driven by its mature BPO ecosystem and multilingual workforce excelling in technical support and finance roles. However, challenges such as limited plug-and-play property options and shifting government investment strategies were noted.
Kosovo emerged as a rising European contender, ranking third with 86.2%. Known for its youthful workforce and strong English and German language capabilities, Kosovo’s potential is tempered by the need for better industry unification and lobbying efforts.
Dominican Republic and Colombia drive Latin America’s growth
Latin America’s BPO sector gained recognition, with the Dominican Republic (85.6%) and Colombia (84.9%) securing fourth and fifth places. The Dominican Republic impressed with its multilingual capabilities in English, French, and Spanish but faced criticism for limited international recruitment access.
Colombia shone for its versatile talent pool adept at customer care and tech support. However, concerns about corruption and lack of government alignment remain barriers to further growth.
Philippines remains a global player
Ranked eighth with a confidence score of 82.1%, the Philippines continues to be a global outsourcing hub. Its English-proficient workforce remains a key strength, but challenges like uneven infrastructure in rural areas and insufficient fiscal incentives hinder its growth potential.
Emerging destinations to watch
Serbia (84.3%) is gaining traction as a multilingual hub for European clients, while Egypt (81.2%) stands out for its talent pool in English, Arabic, and European languages.
Fiji (80.9%) offers native English proficiency but needs investments in non-metropolitan areas to expand further.
Moderate performers
Countries like Mexico (78%), Jamaica (77.8%), Honduras (75.2%), Guatemala (73.8%), and Belize (72.5%) show promise but face obstacles such as political instability, limited government support, or infrastructure gaps.
Methodology behind the Offshore BPO Confidence Index 2024
The Offshore BPO Confidence Index 2024 is a comprehensive study designed to assess confidence levels across 16 key offshore and nearshore markets. Conducted during Q3 and Q4 of 2024, the study gathered first-hand insights from BPO country managers, executives, and operational leaders physically based in the countries they evaluated.
The index gathered insights from 140 respondents across 105 BPO companies operating in 16 key offshore and nearshore markets. The participants included a diverse mix of industry leaders, comprising 64 BPO executives, 48 country managers, and 28 operational leaders, ensuring a comprehensive perspective on the state of the global outsourcing industry.
