Offshore CX Confidence Index 2025
Offshore CX Confidence Index 2025
Offshore CX Confidence Index 2025
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Peter Ryan, Principal, Ryan Strategic Advisory
Peter has worked in the CX analysis and advisory space since 2003 and has established a reputation as one of the most knowledgeable thought leaders in the global customer experience outsourcing sector.
Peter is an expert in vertical market penetration, service delivery, best practices in technology deployment, and offshore positioning. He’s also a great boxer and spars regularly in his home base of Montréal, Canada.
Matt Kendall, Founder, Cognitive Copy
Based in A Coruña, Spain, Matt began writing for BPO, ITO, and CX companies in 2018, after spending three years analyzing the American nearshore and two years reporting on the telecom, IT, and automotive sectors in Latin America.
Matt now specializes in marketing, design, video production, and ghostwriting, with a focus on creating content to help brands connect with people. He also plays drums and has an addiction to Galician octopus.
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Informational only; not advice. Contains sponsored segments; no endorsement implied; no influence on methodology. ‘As is’; no warranties or liability. © 2025 Ryan Strategic Advisory & Cognitive Copy. Public viewing and internal, non‑commercial use only; other uses require consent. Trademarks belong to their owners. Full disclaimer here.
Operators in India report exceptionally high confidence across the board, viewing the market as a top-tier destination.
The deep talent pool, modern digital infrastructure, and wide availability of commercial property are all seen as primary strengths. This positive sentiment is reinforced by high confidence in the country's economic and political stability.
The few areas noted for improvement, such as perceptions of public sector corruption and the cost-competitiveness of property, are seen as minor concerns in an overall positive landscape.
Mumbai, India
Q: How do your clients view India as a BPO/CX delivery destination?
A: Clients increasingly see India as a CX powerhouse, not just for cost efficiency, but for the depth of talent, quality of delivery, and ability to scale fast. They’re impressed by how strong the local leadership is, how well teams handle complex workflows, and how quickly they adapt to new technologies, especially AI. Industries like retail, tech, e-commerce, and financial services get huge value from India’s mix of precision, empathy, and data-driven insight.
Of course, there can be hurdles, like time zone coordination or fine-tuning brand tone for emotionally rich interactions, but those are easy to overcome with strong governance, cultural training, and the right tech support.
What gives clients the most confidence is the consistency, commitment, and heart our India teams bring to every interaction. It’s why so many now see India not just as a delivery location, but as a true extension of their brand.
Q: From an operational standpoint, what makes India unique as a BPO and CX destination?
A: What makes India such a strong CX destination is how quickly talent here blends skill, technology, and empathy. Blending technical mastery with an insatiable drive to learn, India’s workforce has quickly become one of the fastest adopters of UnifyCX AI solutions, powering everything from automated QA to real-time coaching and intelligent agent assist. Teams don’t just use these tools; they embrace them to work smarter, faster, and with more confidence.
Culturally, there’s also a deep sense of service and pride in delivering great customer experiences, which makes the integration of AI and human touch seamless. Operationally, India’s mature infrastructure and tech ecosystem make scaling complex programs efficient and reliable.
To succeed here, companies need to invest in cultural alignment and recognition, but when they do, India delivers something rare: operational precision powered by innovation, and customer experiences that still feel deeply human.
Q: What could India stand to improve to maximize your confidence in the country’s BPO/CX future?
A: India has long been one of the strongest and most dependable CX delivery destinations in the world. The talent, operational discipline, and commitment to continuous improvement have made it a cornerstone of our global delivery model from day one. The country’s ability to combine scale with innovation, especially in adopting AI and automation, continues to set it apart.
Looking ahead, one area where India can keep evolving is around cultural and contextual alignment. As customer expectations become more emotionally driven, refining communication style, tone, and brand nuance will make interactions feel even more natural and locally relevant.
With its deep talent pool, robust infrastructure, and experience supporting diverse global clients, India is uniquely positioned to expand its role in multi-region service delivery. By leveraging these geographic advantages and optimizing delivery models, it can continue to drive efficiency, responsiveness, and innovation across the entire CX landscape.
Founded in 2002, UnifyCX is a global BPO provider with ~10K agents globally supporting clients across numerous verticals. At present, UnifyCX has over 2,000 India-based employees across the technology, media & entertainment, consumer packaged goods, and retail & ecommerce sectors. India-based staff deliver services in English, Spanish, and Mandarin.
UnifyCX couples its proprietary AI solutions with human empathy to deliver "superhuman" customer relationship management, help desk services, and transaction processing, providing operational support to clients across its target verticals.
Experience superhuman CX from India where exceptional talent + AI create smarter, more human experiences. Book a demo today!
Respondents in India show very high confidence in recruiting for core roles, including entry-level agents, team leaders, supervisors, and customer care staff. This optimism is supported by comments citing strong English-medium education. Subtle areas for improvement are noted, with slightly lower (though still high) confidence in talent availability in Tier 3 communities and for specialized multilingual roles.
How confident are you in your capacity to recruit for the following positions in your country?
How confident are you in your capacity to recruit for the following functions within your country?
How confident are you in your capacity to recruit for the following languages within your country?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
How confident are you in the public education system's ability to teach the necessary skills for a career in an international CX delivery environment?
How confident are you in the availability of domestic graduates to fill BPO/CX roles?
How confident are you that the majority of domestic students will remain in your country after graduating?
How confident are you in your public education system's ability to teach the following languages?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
Operators in India report high confidence in the industry's professional image and the BPO association's alignment with their needs. At the same time, there is slightly less confidence in direct government support, particularly around long-term support from investment promotion agencies and the favorability of fiscal incentives, with some comments pointing to a focus on short-term results.
How confident are you that your competitors present a professional, attractive image of your country to international clients and prospects?
How confident are you that the country's CX and BPO players are unified and collaborate effectively to maximize the industry's success?
How confident are you in the government's ability to engage in open dialogue with the BPO / CX industry?
How confident are you in the government bodies involved in investment promotion in their ability to lobby for favorable industry regulations?
How confident are you in the national BPO / CX association or cluster's alignment with the industry's needs?
CX/BPO leaders show very high confidence in India's digital and utility infrastructure, with especially high ratings for internet/fiber, mobile coverage, and international airports. Areas for improvement are noted, as respondents show slightly lower (but still high) confidence in the quality of roads, public transportation, and healthcare.
Operators report very high confidence across nearly all aspects of India's commercial property market, including the availability of leasing, office space, co-working, and plug-and-play options. Perceptions are slightly less, though still high, for the cost-competitiveness of both leasing and purchasing property.
How confident are you in the availability of commercial property options for BPO/CX operations in your country?
How confident are you in the cost-competitiveness of leasing commercial property in your country?
How confident are you in the cost-competitiveness of purchasing commercial property in your country?
How confident are you in the ability to leverage non-metropolitan areas for commercial space in your country?
Respondents are highly confident in India's safety and security, particularly regarding the safety of the local labor force using public transport and the responsiveness of law enforcement. Confidence in the peaceful transition of power is also rated as high, though it is the lowest-rated item within this strong category.
How confident are you that foreign business travelers will be safe visiting your country?
How confident are you that the local labor force is safe using public transportation for commuting?
How confident are you that local law enforcement is trustworthy and helpful?
How confident are you that local law enforcement will respond to criminal activity promptly and efficiently?
How confident are you that your country will perform a peaceful transition of power after elections?
Operators show very high confidence in India's foreign policy and the government's ability to manage public utilities. Concurrently, respondents identify areas for improvement, with lower (though still high) confidence that public services like law enforcement and the civil service are free from corruption, a concern echoed in operator comments.
How confident are you in the foreign policy orientation of your country's government?
How confident are you in the fairness and competitiveness of your country's electoral process?
How confident are you in the government's ability to manage publicly-owned utilities and services?
How confident are you in the government's ability to manage the country's public finances?
How confident are you that the following public services are free from corruption and/or outside influence?
Respondents report very high confidence in India's economic stability, particularly in the manageability of inflation and the stability of tax rates. Confidence in the stability of the local currency is also high, though it is the lowest-rated of this strong category, with some comments noting currency and inflation as factors to monitor.
Informational only; not advice. Contains sponsored segments; no endorsement implied; no influence on methodology. ‘As is’; no warranties or liability. © 2025 Ryan Strategic Advisory & Cognitive Copy. Public viewing and internal, non‑commercial use only; other uses require consent. Trademarks belong to their owners. Full disclaimer here.
Operators in Poland report very high confidence across nearly all categories, establishing the market as Europe's premier CX/BPO location.
This strong positive sentiment is driven by perceptions of exceptional infrastructure, a stable and accessible commercial property market, and a high degree of safety. Poland's labor market is also viewed as a key strength, with exceptional language capabilities.
Operator concerns are mild and center on a perceived lack of Dutch-speaking talent, the overall industry ecosystem, and the independence of the judiciary. Overall, a solid destination.
Gdansk, Poland
Respondents in Poland show very high confidence in recruiting across all levels, from entry-level agents to managers. The labor pool is seen as sufficient for both voice and non-voice services.
While confidence in the public education system is high, a subtle area of concern, noted in comments, is the availability of talent for less common languages, as the educational focus is on more "strategically important" ones.
How confident are you in your capacity to recruit for the following positions in your country?
How confident are you in your capacity to recruit for the following functions within your country?
How confident are you in your capacity to recruit for the following languages within your country?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
How confident are you in the public education system's ability to teach the necessary skills for a career in an international CX delivery environment?
How confident are you in the availability of domestic graduates to fill BPO/CX roles?
How confident are you that the majority of domestic students will remain in your country after graduating?
How confident are you in your public education system's ability to teach the following languages?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
Operators report high confidence in the professional image of their competitors and the effectiveness of Poland's national BPO association. However, this is contrasted with more average levels of confidence in direct government partnership. Specifically, respondents show lower confidence in the fiscal incentives provided and the soft-landing support offered by the national investment agency.
How confident are you that your competitors present a professional, attractive image of your country to international clients and prospects?
How confident are you that the country's CX and BPO players are unified and collaborate effectively to maximize the industry's success?
How confident are you in the government's ability to engage in open dialogue with the BPO / CX industry?
How confident are you in the government bodies involved in investment promotion in their ability to lobby for favorable industry regulations?
How confident are you in the national BPO / CX association or cluster's alignment with the industry's needs?
Poland is perceived as having exceptionally strong infrastructure, with operators reporting very high confidence across all listed utilities and services. Internet/fiber, mobile coverage, electricity, and international airports are all viewed as top-tier. Even the lowest-rated item, healthcare, still garners high confidence from respondents.
Respondents show high to very high confidence in Poland's commercial property market. The country's availability of leasing options, office space, and co-working spaces are all seen as major strengths, along with the cost-competitiveness of the market and the availability of property outside of metro areas.
How confident are you in the availability of commercial property options for BPO/CX operations in your country?
How confident are you in the cost-competitiveness of leasing commercial property in your country?
How confident are you in the cost-competitiveness of purchasing commercial property in your country?
How confident are you in the ability to leverage non-metropolitan areas for commercial space in your country?
Operators report very high confidence in Poland's safety and security. Respondents are highly confident in the safety of foreign business travelers and the local labor force's commute. Confidence is also very high that the country will perform a peaceful transition of power after elections, with all aspects of this category being rated strongly.
How confident are you that foreign business travelers will be safe visiting your country?
How confident are you that the local labor force is safe using public transportation for commuting?
How confident are you that local law enforcement is trustworthy and helpful?
How confident are you that local law enforcement will respond to criminal activity promptly and efficiently?
How confident are you that your country will perform a peaceful transition of power after elections?
Respondents show high confidence in Poland's foreign policy orientation and the fairness of its electoral process. At the same time, operators note some concerns, showing lower confidence in the government's ability to manage public finances and in the freedom of the judiciary from outside influence.
How confident are you in the foreign policy orientation of your country's government?
How confident are you in the fairness and competitiveness of your country's electoral process?
How confident are you in the government's ability to manage publicly-owned utilities and services?
How confident are you in the government's ability to manage the country's public finances?
How confident are you that the following public services are free from corruption and/or outside influence?
Operators report very high confidence in Poland's overall economic stability. This is supported by high confidence that inflation levels will be manageable and that the local currency will remain stable. Confidence in the stability of tax rates is also rated as high by respondents.
Informational only; not advice. Contains sponsored segments; no endorsement implied; no influence on methodology. ‘As is’; no warranties or liability. © 2025 Ryan Strategic Advisory & Cognitive Copy. Public viewing and internal, non‑commercial use only; other uses require consent. Trademarks belong to their owners. Full disclaimer here.
Operators in the Dominican Republic report high confidence in the country’s core business environment, driven by perceptions of a strong labor pool for bilingual (English/Spanish) agents and excellent economic stability. Respondents also show high confidence in the safety of business travelers and the quality of tourism services.
This is balanced by concerns about the availability of talent in non-metropolitan areas and lower confidence in government integrity, particularly regarding corruption.
Santo Domingo, Dominican Republic
Respondents in the Dominican Republic show high/very high confidence in recruiting for entry-level, team lead, and supervisor roles, citing a strong bilingual (English/Spanish) talent pool.
However, operators express moderate confidence in finding talent in Tier 2 and Tier 3 communities, acquiring visa for non-citizens, and recruiting for executive-level positions. Comments note that talent for languages other than English and Spanish is "very limited", despite French appearing to be moderately available.
How confident are you in your capacity to recruit for the following positions in your country?
How confident are you in your capacity to recruit for the following functions within your country?
How confident are you in your capacity to recruit for the following languages within your country?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
How confident are you in the public education system's ability to teach the necessary skills for a career in an international CX delivery environment?
How confident are you in the availability of domestic graduates to fill BPO/CX roles?
How confident are you that the majority of domestic students will remain in your country after graduating?
How confident are you in your public education system's ability to teach the following languages?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
CX/BPO operators in the Dominican Republic are highly confident in the government's alignment with the industry.
Still, fiscal incentives could be higher, as noted by some respondents, and there's room for greater unification between industry players to create a more cohesive ecosystem.
How confident are you that your competitors present a professional, attractive image of your country to international clients and prospects?
How confident are you that the country's CX and BPO players are unified and collaborate effectively to maximize the industry's success?
How confident are you in the government's ability to engage in open dialogue with the BPO / CX industry?
How confident are you in the government bodies involved in investment promotion in their ability to lobby for favorable industry regulations?
How confident are you in the national BPO / CX association or cluster's alignment with the industry's needs?
Respondents report high confidence in the Dominican Republic's core utilities and services, including internet/fiber, mobile coverage, and international airports.
This is contrasted with slightly lower confidence in the quality of public transportation, the reliability of the power grid, and the country's public healthcare system, though nothing is considered a major red flag.
The Dominican Republic's commercial property market is seen as a strength, with operators showing high confidence in the availability and cost-competitiveness of leasing options.
However, respondents also note some slight gaps in the market, reporting lower confidence in the availability of warehouses and options outside of major metro areas.
How confident are you in the availability of commercial property options for BPO/CX operations in your country?
How confident are you in the cost-competitiveness of leasing commercial property in your country?
How confident are you in the cost-competitiveness of purchasing commercial property in your country?
How confident are you in the ability to leverage non-metropolitan areas for commercial space in your country?
Operators in the Dominican Republic are highly confident in the safety of foreign business travelers and in the country's peaceful transition of power. This positive view extends to the daily safety of the local labor force using public transportation, with the trustworthiness and responsiveness of local law enforcement being the only minor concern.
How confident are you that foreign business travelers will be safe visiting your country?
How confident are you that the local labor force is safe using public transportation for commuting?
How confident are you that local law enforcement is trustworthy and helpful?
How confident are you that local law enforcement will respond to criminal activity promptly and efficiently?
How confident are you that your country will perform a peaceful transition of power after elections?
Respondents in the Dominican Republic show high confidence in the government's foreign policy stance and the fairness of the electoral process.
However, operators also report a slight lack of confidence in the integrity of public institutions, with lower ratings indicating perceived corruption in within core government and across law enforcement.
How confident are you in the foreign policy orientation of your country's government?
How confident are you in the fairness and competitiveness of your country's electoral process?
How confident are you in the government's ability to manage publicly-owned utilities and services?
How confident are you in the government's ability to manage the country's public finances?
How confident are you that the following public services are free from corruption and/or outside influence?
Economic stability is perceived as a primary strength for the Dominican Republic. Operators report high confidence in the country's overall economic stability, as well as high confidence in the manageability of inflation, the stability of tax rates, and the stability of the local currency, supported by comments citing "strong GDP growth."
Informational only; not advice. Contains sponsored segments; no endorsement implied; no influence on methodology. ‘As is’; no warranties or liability. © 2025 Ryan Strategic Advisory & Cognitive Copy. Public viewing and internal, non‑commercial use only; other uses require consent. Trademarks belong to their owners. Full disclaimer here.
Operators in Colombia report high confidence in the market's core strengths, particularly the deep availability of bilingual (English/Spanish) talent for all service functions. This is complemented by high confidence in the quality of life, including leisure, food, and tourism services.
The country's overall positive sentiment is balanced by operator concerns regarding safety and security, particularly the trustworthiness of law enforcement, as well as lower confidence in the government's management of public finances.
Bogota, Colombia
Q: How do your clients view Colombia as a BPO/CX delivery destination?
A: Our clients view Colombia as a strong and reliable BPO and CX delivery destination, known for its highly qualified talent, cultural affinity with North America, and strong English proficiency.
What gives our clients the most confidence is the consistency of performance and the quality of our people. They see in our Colombian teammates a deep commitment to service, empathy, and problem solving. The country’s robust infrastructure, growing tech ecosystem, and supportive business environment further reinforce that confidence.
That said, like any emerging market, Colombia can face perception challenges related to political or economic shifts. However, our clients quickly see that TaskUs operates with strong governance, business continuity planning, and a global mindset that mitigates these risks. In the end, their experience with our Colombian operations often turns initial curiosity into long term trust and partnership.
Q: From an operational standpoint, what makes Colombia unique as a BPO and CX destination?
A: Colombia has a unique blend of cultural empathy, agility, and innovation that characterizes its workforce. Colombians naturally bring warmth and connection to every customer interaction, which translates into exceptional customer experiences, especially for brands that value emotional intelligence and authenticity in their CX delivery.
Culturally, Colombia bridges North and South America in a way few countries can. Our teams easily adapt to both U.S. and Latin American customer expectations, offering bilingual support and cultural flexibility that enhances global delivery strategies.
Operationally, companies benefit from a mature outsourcing ecosystem supported by strong government incentives, competitive cost structures, and access to top tier talent from universities across major cities. One nuance that companies should consider is the country’s strong sense of community and people-first values. Success in Colombia comes from investing in employee experience, not just infrastructure. The People First approach is one of the reasons TaskUs has thrived here.
Q: What could Colombia stand to improve to maximize your confidence in the country’s BPO/CX future?
A: Colombia has made tremendous progress in positioning itself as a world-class BPO and CX hub, thanks to its talent, infrastructure, and growing digital capabilities. The foundation is solid, and confidence in the country’s potential remains very high.
To continue strengthening that position, Colombia could focus on two key areas: developing deeper technology and digital skillsets within the workforce, and ensuring greater infrastructure consistency across emerging cities beyond the main hubs. As the industry evolves toward AI, automation, and data-driven CX, expanding access to specialized training in digital tools and analytics will be critical to maintaining competitiveness. At the same time, continued public and private collaboration to enhance connectivity, security, and ease of doing business would help attract even more high value investment.
The talent and energy are already here, what’s next is scaling that potential sustainably and equitably across the country.
Since February 2021, TaskUs Colombia has opened five offices throughout the country, with two in Cali, two in Medellín, and one in Barranquilla, totaling 4,326 seats and 4,696 employees.
From these centers, TaskUs Colombia provides customer support, content moderation, and tech support services in Spanish, English, Portuguese, and French, serving the North Americas and Latin American markets.
Learn more at taskus.com
Respondents in Colombia show high confidence in recruiting for all positions, from entry-level up to executives, as well as for most functions like customer care and technical support. This is attributed to a large bilingual talent pool.
There's lower confidence in the talent availability in Tier 2 and Tier 3 communities, as well as for content moderation and finance & accounting roles. Plus, only moderate confidence that domestic students will remain in the country after graduating.
How confident are you in your capacity to recruit for the following positions in your country?
How confident are you in your capacity to recruit for the following functions within your country?
How confident are you in your capacity to recruit for the following languages within your country?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
How confident are you in the public education system's ability to teach the necessary skills for a career in an international CX delivery environment?
How confident are you in the availability of domestic graduates to fill BPO/CX roles?
How confident are you that the majority of domestic students will remain in your country after graduating?
How confident are you in your public education system's ability to teach the following languages?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
Operators report high confidence in Colombia's national BPO association and the unification of the industry. At the same time, respondents show lower confidence in the tangible support from the government, particularly regarding fiscal incentives and willingness to be open.
While there's strong alignment between the country's investment agency and the industry, there's much lower trust in its ability to lobby the government for favorable regulations.
How confident are you that your competitors present a professional, attractive image of your country to international clients and prospects?
How confident are you that the country's CX and BPO players are unified and collaborate effectively to maximize the industry's success?
How confident are you in the government's ability to engage in open dialogue with the BPO / CX industry?
How confident are you in the government bodies involved in investment promotion in their ability to lobby for favorable industry regulations?
How confident are you in the national BPO / CX association or cluster's alignment with the industry's needs?
Respondents are highly confident in Colombia's service and utility infrastructure, with very high ratings for internet/fiber, mobile coverage, and international airports. Confidence is also high for tourism-related services like hotels and food.
The main areas noted for improvement appear to be the quality of public transportation and healthcare, which receive slightly lower ratings.
Colombia's commercial property market is viewed as a significant strength. Operators report very high confidence in the availability and cost-competitiveness of leasing options, as well as in the availability of office space, warehouses, and cost-competitive purchasing options. Confidence only dips in regards to the availability of plug-and-play options.
How confident are you in the availability of commercial property options for BPO/CX operations in your country?
How confident are you in the cost-competitiveness of leasing commercial property in your country?
How confident are you in the cost-competitiveness of purchasing commercial property in your country?
How confident are you in the ability to leverage non-metropolitan areas for commercial space in your country?
Safety is a mild area of concern for operators in Colombia. While they express high confidence throughout the category, subtle doubts in local law enforcement efficiency and peaceful transitions of power after elections suggest which areas have the most room for improvement.
How confident are you that foreign business travelers will be safe visiting your country?
How confident are you that the local labor force is safe using public transportation for commuting?
How confident are you that local law enforcement is trustworthy and helpful?
How confident are you that local law enforcement will respond to criminal activity promptly and efficiently?
How confident are you that your country will perform a peaceful transition of power after elections?
Operators have high confidence in Colombia's foreign policy stance and the fairness of its electoral process. However, their confidence in the government's ability to manage public finances and services could be higher. Perceptions of corruption are also a concern, with core government and civil service receiving the lowest confidence ratings for the country this year.
How confident are you in the foreign policy orientation of your country's government?
How confident are you in the fairness and competitiveness of your country's electoral process?
How confident are you in the government's ability to manage publicly-owned utilities and services?
How confident are you in the government's ability to manage the country's public finances?
How confident are you that the following public services are free from corruption and/or outside influence?
Colombia's overall economic stability is viewed with high confidence by operators, but dips to the moderate range when considering the manageability of inflation, stability of tax rates, and the local currency. Some comments note that inflation and currency fluctuations are factors to monitor.
Informational only; not advice. Contains sponsored segments; no endorsement implied; no influence on methodology. ‘As is’; no warranties or liability. © 2025 Ryan Strategic Advisory & Cognitive Copy. Public viewing and internal, non‑commercial use only; other uses require consent. Trademarks belong to their owners. Full disclaimer here.
Operators in Romania report a high degree of confidence, particularly in the country's modernizing infrastructure and the high quality of life, which are seen as major strengths. This is complemented by a strong commercial property market and a stable, safe environment.
Confidence in the local labor market is generally high for most roles, though this is balanced by notable concerns over government collaboration, particularly regarding fiscal incentives, and perceptions of corruption within public institutions.
Cluj-Napoca, Romania
Respondents in Romania show very high confidence in recruiting for most positions, from entry-level up to executives, as well as for most functions. Talent for voice, non-voice, and back-office admin appears abundant, while filling marketing & sales roles could be easier.
Languages skills are a clear strength of Romania, with no difficulty finding talent for the majority of major European languages.
Operators do note mild concerns about the availability of talent in Tier 2 and Tier 3 communities and report that securing work permits for foreign workers is a "lengthy process."
How confident are you in your capacity to recruit for the following positions in your country?
How confident are you in your capacity to recruit for the following functions within your country?
How confident are you in your capacity to recruit for the following languages within your country?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
How confident are you in the public education system's ability to teach the necessary skills for a career in an international CX delivery environment?
How confident are you in the availability of domestic graduates to fill BPO/CX roles?
How confident are you that the majority of domestic students will remain in your country after graduating?
How confident are you in your public education system's ability to teach the following languages?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
Romania's operators are highly confident in their competitors' professional image and the capabilities of industry associations, but industry unification appears lacking.
At the same time, respondents have almost no confidence in the government's ability to provide fiscal incentives or favorable legislation for the industry, signifying an urgency to better develop the country's industry ecosystem.
How confident are you that your competitors present a professional, attractive image of your country to international clients and prospects?
How confident are you that the country's CX and BPO players are unified and collaborate effectively to maximize the industry's success?
How confident are you in the government's ability to engage in open dialogue with the BPO / CX industry?
How confident are you in the government bodies involved in investment promotion in their ability to lobby for favorable industry regulations?
How confident are you in the national BPO / CX association or cluster's alignment with the industry's needs?
Infrastructure is perceived as a core strength for Romania. Respondents report full confidence in the quality and reliability of telephony and digital utilities. Confidence is also very high for international airports and tourism services.
The main areas for improvement are the quality of public transportation and roads, which hold the country back in this category.
Respondents in Romania show very high confidence in the availability of office space, warehouses, and co-working spaces. Confidence is also high regarding available leasing options.
However, the availability and cost-competitiveness of purchasing options are points of concern, and there could be more plug-and-play options on the market.
How confident are you in the availability of commercial property options for BPO/CX operations in your country?
How confident are you in the cost-competitiveness of leasing commercial property in your country?
How confident are you in the cost-competitiveness of purchasing commercial property in your country?
How confident are you in the ability to leverage non-metropolitan areas for commercial space in your country?
Respondents have almost zero concerns about safety and security of Romania, with very high to full confidence across the board placing it at the top of the leaderboard for this category in 2025.
How confident are you that foreign business travelers will be safe visiting your country?
How confident are you that the local labor force is safe using public transportation for commuting?
How confident are you that local law enforcement is trustworthy and helpful?
How confident are you that local law enforcement will respond to criminal activity promptly and efficiently?
How confident are you that your country will perform a peaceful transition of power after elections?
Operators show only moderate confidence in Romania's foreign policy orientation and the government's management of public services and utilities. There's less confidence in the government's ability to manage public finances and a lack of corruption within civil service. Otherwise, the country's political landscape is viewed as stable.
How confident are you in the foreign policy orientation of your country's government?
How confident are you in the fairness and competitiveness of your country's electoral process?
How confident are you in the government's ability to manage publicly-owned utilities and services?
How confident are you in the government's ability to manage the country's public finances?
How confident are you that the following public services are free from corruption and/or outside influence?
Economic stability is viewed with moderate to high confidence by operators, especially regarding the country's currency, overall stability, and manageable inflation.
However, respondents also express low confidence that tax rates will remain stable, with comments noting that "government policies appear to be unpredictable."
Informational only; not advice. Contains sponsored segments; no endorsement implied; no influence on methodology. ‘As is’; no warranties or liability. © 2025 Ryan Strategic Advisory & Cognitive Copy. Public viewing and internal, non‑commercial use only; other uses require consent. Trademarks belong to their owners. Full disclaimer here.
Operators in the Philippines report high confidence in the market's primary strength: its vast, English-proficient talent pool, which is considered robust across all management levels and service functions. This is supported by a highly-rated industry ecosystem and commercial property market.
However, this optimism is balanced by operator concerns regarding the quality of the country's roads, public transport, and healthcare. Respondents also note apprehension about political stability and perceptions of widespread corruption in public services.
Manila, Philippines
Q: How do your clients view the Philippines as a BPO/CX delivery destination?
A: Our partners really value the Philippines for its workforce. You've got people who are naturally service-oriented, speak excellent English, and understand Western culture. That combination gives clients a lot of confidence right from the start.
What they appreciate most is the depth of talent available. The workforce here genuinely cares about customer experience, and there's a strong track record of handling complex operations well. You're getting quality service at a much lower cost than other markets, which obviously matters.
That said, clients do ask about infrastructure and stability. Natural disasters and political uncertainty come up in conversations. But the industry has proven it can handle these challenges. We've made significant investments in redundant systems and business continuity planning specifically to address these concerns. When clients see that we've thought through these scenarios and have backup plans in place, it reinforces their confidence in the partnership.
Q: From an operational standpoint, what makes the Philippines unique as a BPO and CX destination?
A: The Philippines has something you don't find anywhere else: "malasakit." It’s a cultural concept that basically means taking personal ownership and genuinely caring. When agents have that mindset, customer interactions feel different because they actually care about helping people.
Filipino professionals are also incredibly adaptable. They pick up new products quickly, shift between different service types without missing a beat, and keep performing well even when things get chaotic. That flexibility matters when markets change or operations need to scale fast.
To really leverage these strengths, you need to invest in your relationship with your team. Filipino culture is family-oriented and values collaboration, so when you build that kind of environment, people respond positively.
What this means operationally is that you get teams that perform better under pressure. Other markets compete mainly on cost, but the Philippines gives you something more sustainable: people who genuinely advocate for your customers and operations that hold up when it counts.
Q: What could the Philippines stand to improve to maximize your confidence in the country’s BPO/CX future?
A: The Philippines is already a powerhouse in BPO and CX. The talent, the service culture, the adaptability—it's all there. We're confident in where the country is headed.
That said, as the industry moves toward AI-enabled services and more remote delivery models, the country’s digital infrastructure needs to keep up with that pace of change. There's been real progress, but closing those remaining gaps matters more now than ever. More high-speed, resilient connectivity nationwide would make a massive difference.
Better connectivity opens up higher-value work, reduces operational risk, and puts the Philippines in pole position for the next wave of BPO innovation. We're investing in strategic partnerships and building operational resilience to support that transition. Our clients benefit from what's working today, but they also need to know we're preparing for what's coming tomorrow. And we’re certain that the Philippines will continue to lead the evolution of the CX industry on its many strengths.
Founded in October 2004, Altius Inspiro is a digital customer experience and business process outsourcing provider serving Fortune 1000 companies across the US, Australia, Singapore, the Philippines, and Japan.
Operating from the Philippines with 10,852 employees across 7,030 seats, the company delivers digital CX, business process services, and digital solutions in English, Filipino, Japanese, Chinese, and Korean.
Learn more at inspiro.com
Respondents in the Philippines show very high confidence in their labor market, with strong ratings for recruiting across all positions, from entry-level agents to executives. This confidence extends to all BPO functions, supported by a large, English-proficient graduate pool.
The main areas noted for improvement are the difficulty in securing work permits for foreign hires and the limited availability of talent proficient in languages other than English, along with some moderate doubt in the public education system.
How confident are you in your capacity to recruit for the following positions in your country?
How confident are you in your capacity to recruit for the following functions within your country?
How confident are you in your capacity to recruit for the following languages within your country?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
How confident are you in the public education system's ability to teach the necessary skills for a career in an international CX delivery environment?
How confident are you in the availability of domestic graduates to fill BPO/CX roles?
How confident are you that the majority of domestic students will remain in your country after graduating?
How confident are you in your public education system's ability to teach the following languages?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
Operators in the Philippines report high confidence in their overall ecosystem, particularly in the national BPO association's alignment with their needs and the government's willingness to remain open and non-interfering.
At the same time, respondents show lower confidence in the fiscal incentives offered by the government, with comments indicating this can sometimes be a volatile issue in an otherwise solid category.
How confident are you that your competitors present a professional, attractive image of your country to international clients and prospects?
How confident are you that the country's CX and BPO players are unified and collaborate effectively to maximize the industry's success?
How confident are you in the government's ability to engage in open dialogue with the BPO / CX industry?
How confident are you in the government bodies involved in investment promotion in their ability to lobby for favorable industry regulations?
How confident are you in the national BPO / CX association or cluster's alignment with the industry's needs?
Infrastructure in the Philippines is a notable area of concern for some operators. While utilities like internet and mobile coverage and visitor-related services like hotels and food are rated highly, the power grid and transportation infrastructure garner mixed feelings.
Respondents report the lowest confidence in the quality of roads, public transportation, and healthcare, with comments indicating "continuous difficulties" in these areas.
The commercial property market is viewed as a stable strength for the Philippines. Operators are very highly confident in the availability of leasing options and office space, while alternatives range from moderate to high. Cost-competitiveness is also considered a benefit, yet leveraging non-metropolitan areas for commercial space might be tricky in some cases.
How confident are you in the availability of commercial property options for BPO/CX operations in your country?
How confident are you in the cost-competitiveness of leasing commercial property in your country?
How confident are you in the cost-competitiveness of purchasing commercial property in your country?
How confident are you in the ability to leverage non-metropolitan areas for commercial space in your country?
Safety and security is a relatively reliable consideration for operators in the Philippines. Respondents are highly confident in the safety of foreign business travelers, the safety of the local labor force's commute, and the expectation of a peaceful transition of power.
Confidence only dips to a moderate level when considering the trustworthiness and responsiveness of local law enforcement.
How confident are you that foreign business travelers will be safe visiting your country?
How confident are you that the local labor force is safe using public transportation for commuting?
How confident are you that local law enforcement is trustworthy and helpful?
How confident are you that local law enforcement will respond to criminal activity promptly and efficiently?
How confident are you that your country will perform a peaceful transition of power after elections?
Operators have notable concerns about political stability in the Philippines.
While confidence in the government's foreign policy stance is moderately high, there's low confidence in the fairness of the electoral process and the government's ability to manage finances and utilities effectively.
Perceptions of corruption are a major issue, with low confidence in the integrity of most public services, aside from the central bank.
How confident are you in the foreign policy orientation of your country's government?
How confident are you in the fairness and competitiveness of your country's electoral process?
How confident are you in the government's ability to manage publicly-owned utilities and services?
How confident are you in the government's ability to manage the country's public finances?
How confident are you that the following public services are free from corruption and/or outside influence?
Respondents in the Philippines show moderate-to-high confidence in the country's economic stability, with average ratings throughout. Though some comments do indicate minor worries about potential sudden adjustments to tax rates.
Informational only; not advice. Contains sponsored segments; no endorsement implied; no influence on methodology. ‘As is’; no warranties or liability. © 2025 Ryan Strategic Advisory & Cognitive Copy. Public viewing and internal, non‑commercial use only; other uses require consent. Trademarks belong to their owners. Full disclaimer here.
Operators in Egypt report high confidence in the country's core BPO/CX capabilities, primarily driven by a deep and accessible multilingual talent pool. This is complemented by strong confidence in the commercial property market and a generally safe and stable environment for business, with good infrastructure.
However, this optimism is balanced by significant operator concerns over Egypt's economic stability, particularly regarding persistent inflation and currency instability, which "present real challenges that we have to manage every day."
Cairo, Egypt
Q: How do your clients view Egypt as a BPO/CX delivery destination?
A: Egypt has become incredibly attractive for both European and North American clients, and there are some solid reasons why.
First, there's an abundance of highly qualified labor at very competitive rates. Egypt has a young population—about 70% are working age—and most are university graduates. Plus, with the Egyptian pound where it is, labor costs are actually lower than the Philippines or South Africa, and often match or beat India.
What really sets Egypt apart though is the language capability. Most BPO markets specialize in one or two languages at most. In Egypt, we can offer up to 20 languages. That's significant for clients who want to consolidate operations instead of spreading them across multiple countries. It simplifies their setup and cuts costs considerably.
Q: From an operational standpoint, what makes Egypt unique as a BPO and CX destination?
A: Egyptians are quite diversified culturally, and we've been heavily influenced by both European and North American culture. Part of that comes from our close proximity to Europe. But it's also media influence from North America, plus we have a lot of European and American universities and schools here. All of that combined with our neutral accent and multilingual capabilities makes it easier for our agents to connect with customers from these markets.
Beyond that natural affinity, we also take cultural training seriously. When we onboard agents for a new offshore client, we go deep on the country we're serving, studying its geography, holidays, major events, sports, even slang that agents might encounter during transactions. It's standard practice for us.
That combination of cultural exposure and dedicated training gives us a real edge over other cost-efficient destinations, whether they’re in Asia or even other African countries.
Q: What could Egypt stand to improve to maximize your confidence in the country’s BPO/CX future?
A: The Egyptian government has put serious effort into improving infrastructure, and we've seen real progress on basic utilities like electricity and water, as well as IT infrastructure. But we still need more work, especially on home internet quality. A lot of the new generation and qualified talent want work-from-home options, and we're absolutely open to that. It makes sense from a cost efficiency standpoint and gives us access to a much wider pool of candidates.
The other area that needs attention is visibility. Egypt needs better publicity as an outsourcing destination. We need to showcase our capabilities and service quality to the world, especially relative to cost. ITIDA—the Information Technology Industry Development Agency—is focusing on exactly this in the coming period. They're working to promote the market and raise global awareness about what Egyptian companies can deliver.
Founded in 2009, eNable Outsourcing is an Egyptian contact center and business process outsourcing provider serving governmental, financial, FMCG, healthcare, and aggregator sectors. eNable delivers services in Arabic and English across Egypt and the EMEA region, with core offerings of contact center services, IT infrastructure, and end-user support.
Operating from two sites in Smart Village and Nasr City with 1,300 seats and approximately 1,000 employees, the company plans to scale to 3,000 seats within three years to target the GCC and Europe.
Learn more at enableoutsourcing.com
Respondents in Egypt show high confidence in recruiting for most roles, from entry-level up to managers, and for all key BPO functions across most European languages. This is supported by fairly high confidence in talent availability in Tier 2 and Tier 3 communities.
The main concerns are a lack of confidence in the public education's capabilities to train for CX careers, and the "difficult" process of securing work permits for foreign workers.
How confident are you in your capacity to recruit for the following positions in your country?
How confident are you in your capacity to recruit for the following functions within your country?
How confident are you in your capacity to recruit for the following languages within your country?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
How confident are you in the public education system's ability to teach the necessary skills for a career in an international CX delivery environment?
How confident are you in the availability of domestic graduates to fill BPO/CX roles?
How confident are you that the majority of domestic students will remain in your country after graduating?
How confident are you in your public education system's ability to teach the following languages?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
Operators report high confidence in the Egyptian government's willingness to engage in dialogue, provide favorable legislation, and remain non-interfering. Confidence is also very high in the country's BPO association.
At the same time, respondents show only moderate confidence in the national investment agency's support functions and in the unity of industry players.
How confident are you that your competitors present a professional, attractive image of your country to international clients and prospects?
How confident are you that the country's CX and BPO players are unified and collaborate effectively to maximize the industry's success?
How confident are you in the government's ability to engage in open dialogue with the BPO / CX industry?
How confident are you in the government bodies involved in investment promotion in their ability to lobby for favorable industry regulations?
How confident are you in the national BPO / CX association or cluster's alignment with the industry's needs?
Respondents show high confidence in Egypt's internet/fiber, mobile coverage, roads, international airports, and visitor-related services. Yet, this is contrasted by notable operator concerns about the quality of public transportation throughout the country.
The commercial property market is viewed as a strength for Egypt. Operators report very high confidence in the availability of office space, and high confidence in all other alternatives. The market is considered cost-competitive throughout, while the primary area for improvement is the availability of commercial space in non-metropolitan areas.
How confident are you in the availability of commercial property options for BPO/CX operations in your country?
How confident are you in the cost-competitiveness of leasing commercial property in your country?
How confident are you in the cost-competitiveness of purchasing commercial property in your country?
How confident are you in the ability to leverage non-metropolitan areas for commercial space in your country?
Respondents in Egypt are very highly confident in the safety of foreign business travelers and the local labor force's commute, with high confidence in the country's law enforcement, despite some comments pointing out varied response times depending on location. A strong category for Egypt.
How confident are you that foreign business travelers will be safe visiting your country?
How confident are you that the local labor force is safe using public transportation for commuting?
How confident are you that local law enforcement is trustworthy and helpful?
How confident are you that local law enforcement will respond to criminal activity promptly and efficiently?
How confident are you that your country will perform a peaceful transition of power after elections?
Operators are highly confident in Egypt's foreign policy orientation, the fairness of its electoral process, and the independence of the central bank. This is balanced by more moderate confidence in the government's management of public finances and utilities. Overall, a reliable category with no major red flags for respondents this year.
How confident are you in the foreign policy orientation of your country's government?
How confident are you in the fairness and competitiveness of your country's electoral process?
How confident are you in the government's ability to manage publicly-owned utilities and services?
How confident are you in the government's ability to manage the country's public finances?
How confident are you that the following public services are free from corruption and/or outside influence?
Economic stability is the most significant area of concern for operators in Egypt, who report very low confidence in the manageability of inflation and the stability of the local currency, with comments citing "major concern" and "volatility."
Informational only; not advice. Contains sponsored segments; no endorsement implied; no influence on methodology. ‘As is’; no warranties or liability. © 2025 Ryan Strategic Advisory & Cognitive Copy. Public viewing and internal, non‑commercial use only; other uses require consent. Trademarks belong to their owners. Full disclaimer here.
Operators in South Africa report very high confidence in the country's deep talent pool for English-language service, a strong, cost-competitive commercial property market, a supportive industry ecosystem, and excellent tourism and leisure services.
General optimism is balanced by concerns over the country's core infrastructure, particularly the reliability of the electricity grid and public transport. Apprehensions about law enforcement, securing work permits, and finding executive-level talent are also notable concerns.
Cape Town, South Africa
Q: How do your clients view South Africa as a BPO/CX delivery destination?
A: Our clients regularly tell us that they value the combination of high-quality service and cost efficiency they find with our South African offering, often matching or even exceeding their in-house UK operations.
What builds client confidence is how South African teams can function as true extensions of their brands. The ability to mirror internal systems and training creates what feels like a satellite office rather than a disconnected vendor relationship. You get scalability and flexibility without losing that connection to your brand and culture.
There's also a strong focus on sustainability in the market. South African providers are creating real careers for local youth while delivering genuine value to their partners. We’re able to focus less on labor arbitrage and be proud of building something that benefits everyone involved.
Q: From an operational standpoint, what makes South Africa unique as a BPO and CX destination?
A: Education and cultural compatibility are strong. There's a highly skilled talent pool with fluent English, neutral accents, and good alignment with UK culture. Communication feels natural, which matters when you're handling customer interactions.
There's also a strong emphasis on professional development in the market. Training programs and leadership pathways create opportunities for long-term careers, which means lower turnover and more experienced teams over time.
Impact sourcing is becoming increasingly important too. South African providers are recruiting from underserved communities and creating real transformation. It brings fresh energy to operations and proves that world-class delivery can come from anywhere when you invest in people properly.
Q: What could South Africa stand to improve to maximize your confidence in the country’s BPO/CX future?
A: Our confidence in South Africa comes from its culturally aligned, skilled workforce that delivers quality service at competitive costs. You’re able to find a combination of agility, empathy, and professionalism here that resonates with global businesses.
To take it further, though, the country needs to work on better enabling its large unemployed workforce. There are talented graduates coming out of higher education who struggle to find entry points into the job market. Creating more pathways to connect this pool of educated individuals to the CX/BPO industry would unlock significant potential. When you empower that skilled talent to succeed at their careers, you drive overall growth for the country and build something more sustainable and inclusive.
At amplify5, we’re committed to inclusive growth and developing future capabilities for young South Africans, and we’re proud to be a part of South Africa’s rapid progression to becoming a top global CX powerhouse.
Founded in 2021, amplify5 is a UK-headquartered offshoring provider operating from Cape Town, South Africa, with 1,100 employees, 1,400+ seats, and expansion plans targeting 7,000 employees across the country by 2028.
Amplify5 serves SMEs and multinationals in retail, travel, utilities, financial services, e-commerce, telecoms, and healthcare across EMEA, ANZ, and the US. The company’s core offerings include omnichannel CX support, shared service support, knowledge process offshoring, and sales and retention, all delivered in English, French, and German.
Learn more at: amplify5.co.uk
South Africa's labor market elicits mixed feeling from operators. While respondents show very high confidence in recruiting for entry-level to supervisory roles, filling leadership roles is a concern.
Plus, respondents are highly confident in their ability to recruit for all functions, particularly for English-language voice and non-voice customer care.
Filling non-English roles and securing work visas are the biggest challenge for operators, and there's little trust in the public education system's ability to teach skills for a CX delivery environment.
How confident are you in your capacity to recruit for the following positions in your country?
How confident are you in your capacity to recruit for the following functions within your country?
How confident are you in your capacity to recruit for the following languages within your country?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
How confident are you in the public education system's ability to teach the necessary skills for a career in an international CX delivery environment?
How confident are you in the availability of domestic graduates to fill BPO/CX roles?
How confident are you that the majority of domestic students will remain in your country after graduating?
How confident are you in your public education system's ability to teach the following languages?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
South African operators consider the country's CX/BPO ecosystem to be one of its strengths, with high confidence in the support from investment promotion bodies and industry associations. The government's willingness to engage in dialogue and its lack of industry interference are also viewed positively.
Confidence could be higher in the industry's overall unified vision, the quality of fiscal incentives, and legislation to favor the industry, but otherwise this is a strong category.
How confident are you that your competitors present a professional, attractive image of your country to international clients and prospects?
How confident are you that the country's CX and BPO players are unified and collaborate effectively to maximize the industry's success?
How confident are you in the government's ability to engage in open dialogue with the BPO / CX industry?
How confident are you in the government bodies involved in investment promotion in their ability to lobby for favorable industry regulations?
How confident are you in the national BPO / CX association or cluster's alignment with the industry's needs?
Infrastructure is an area of contrast in South Africa. On one hand, operators are highly confident in digital utilities like fiber and telephony services, and have no doubts about the quality of international airports, and tourism services.
On the other hand, they report low confidence in the reliability of the power grid, a major red flag cited in comments. Confidence is also low in the quality of public transportation and public healthcare.
The commercial property market is one of South Africa's strengths, as viewed by operators. Respondents show very high confidence in the availability of leasing options, and high confidence that office space, warehouses, co-working spaces, and purchasing options are readily available and cost-competitive. A solid category for the country this year.
How confident are you in the availability of commercial property options for BPO/CX operations in your country?
How confident are you in the cost-competitiveness of leasing commercial property in your country?
How confident are you in the cost-competitiveness of purchasing commercial property in your country?
How confident are you in the ability to leverage non-metropolitan areas for commercial space in your country?
Safety and security is not a major concern for most operators, with high confidence in the safety of foreign business travelers and peaceful power transitions after elections.
Yet, confidence is low in the trustworthiness and responsiveness of local law enforcement, and is borderline low regarding the safety of the local labor force's commute.
How confident are you that foreign business travelers will be safe visiting your country?
How confident are you that the local labor force is safe using public transportation for commuting?
How confident are you that local law enforcement is trustworthy and helpful?
How confident are you that local law enforcement will respond to criminal activity promptly and efficiently?
How confident are you that your country will perform a peaceful transition of power after elections?
While the South African government's foreign policy and the electoral process elicit moderately high confidence, most operators report low confidence regarding its ability to manage public utilities and finances.
Perceptions of corruption are also an issue, with low confidence in the integrity of core government institutions, civil service, and law enforcement.
How confident are you in the foreign policy orientation of your country's government?
How confident are you in the fairness and competitiveness of your country's electoral process?
How confident are you in the government's ability to manage publicly-owned utilities and services?
How confident are you in the government's ability to manage the country's public finances?
How confident are you that the following public services are free from corruption and/or outside influence?
Respondents show moderately high confidence in the South Africa's overall economic stability. Confidence in the manageability of tax rates is high, while operators report moderate confidence that inflation levels and the local currency will remain stable through 2026.
Informational only; not advice. Contains sponsored segments; no endorsement implied; no influence on methodology. ‘As is’; no warranties or liability. © 2025 Ryan Strategic Advisory & Cognitive Copy. Public viewing and internal, non‑commercial use only; other uses require consent. Trademarks belong to their owners. Full disclaimer here.
Operators in Jamaica view the market with a consistent level of confidence across all seven categories, indicating a stable operating environment. Confidence is particularly high in the country's safety and security, the fairness of its elections, and the strong, collaborative support from the national BPO association.
The local labor market, commercial property, and economic stability are also seen as solid assets, but there is plenty of room for growth and improvement in key areas like the quality of public healthcare, the reliability of the electricity grid, and bolstering trust in law enforcement.
All ratings were calculated before the events of Hurricane Melissa in October 2025.
Kingston, Jamaica
Q: How do your clients view Jamaica as a BPO/CX delivery destination?
A: At first, many clients saw Jamaica as an emerging BPO market that was better known for tourism than technology. Once they saw our operation in action, that perception changed quickly.
Being an owner-managed, tech-focused company allows us to integrate seamlessly into client platforms and deliver the same quality and consistency they expect from larger markets. Our results often exceed industry benchmarks, which gives clients real confidence in both our capability and Jamaica’s talent pool.
The only initial hesitation is Jamaica’s limited global visibility in the BPO space, but our performance, stability, and technical depth continue to change that narrative.
Q: From an operational standpoint, what makes Jamaica unique as a BPO and CX destination?
A: Jamaica stands out for its location and cultural alignment with both North America and Europe, making collaboration easy and authentic across time zones. Our people bring warmth, creativity, and strong communication skills that naturally enhance CX delivery. English fluency, global awareness, and a service-driven mindset make the workforce uniquely effective in connecting with diverse customer bases.
Another major strength is our operational resilience, supported by continued infrastructure growth, solid business continuity practices, and high employee engagement. Jamaica’s tech-savvy, people-first culture makes it a standout destination for delivering world-class customer experiences.
Q: What could Jamaica stand to improve to maximize your confidence in the country’s BPO/CX future?
A: Jamaica has come a long way in proving itself as a reliable, high-performing BPO and CX destination. The country’s skilled workforce, leadership focus, and natural resilience continue to build confidence among global clients. There’s also been real progress in technology adoption and workforce development, which keeps raising the bar.
To take things even further, ongoing investment in infrastructure—especially power stability and transportation—will be key to scaling sustainably. Strengthening access to advanced technical and automation training will also help position Jamaica as a next-generation CX hub. The foundation is already here; it’s just about continuing to build on that momentum.
Contax360 BPO Solutions, Inc. has been delivering high-quality BPO and CX services for 19 years. We’re an owner-managed, tech-driven company with 400 employees and 800 seats, serving clients across multiple markets including North America, Europe, and the Caribbean.
Our team provides services in English and Spanish, helping companies deliver seamless, culturally aligned customer experiences. Our top offerings include customer service, sales, and technical support, all backed by strong platform integration and technology expertise.
Learn more at contax360.com
CX/BPO leaders in Jamaica are very confident in their ability to recruit for customer care roles, and report high confidence in finding entry-level agents, team leaders, and technical support staff. This is backed by high confidence in the general availability of graduates and a robust labor pool for both voice and non-voice services.
This optimism contrasts with respondents showing low confidence in finding executives and staff for content moderation, and for languages outside of English.
How confident are you in your capacity to recruit for the following positions in your country?
How confident are you in your capacity to recruit for the following functions within your country?
How confident are you in your capacity to recruit for the following languages within your country?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
How confident are you in the public education system's ability to teach the necessary skills for a career in an international CX delivery environment?
How confident are you in the availability of domestic graduates to fill BPO/CX roles?
How confident are you that the majority of domestic students will remain in your country after graduating?
How confident are you in your public education system's ability to teach the following languages?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
Respondents show very high confidence in Jamaica's national industry association’s alignment with their needs, viewing it as a key pillar of support. This positive view is backed by high confidence in the government's willingness to engage in open dialogue and not interfere with operations.
While the industry's partnership with the government is strong, operator confidence dips to moderate levels regarding the tangible outcomes of that partnership, specifically on the effectiveness of fiscal incentives and general support for businesses.
How confident are you that your competitors present a professional, attractive image of your country to international clients and prospects?
How confident are you that the country's CX and BPO players are unified and collaborate effectively to maximize the industry's success?
How confident are you in the government's ability to engage in open dialogue with the BPO / CX industry?
How confident are you in the national investment promotion agency's ability to lobby the government for favorable industry regulations?
How confident are you in the national BPO / CX association or cluster's alignment with the industry's needs?
Jamaica's infrastructure is seen as a category of strong contrasts. CX/BPO leaders report very high confidence in tourism-related services like international airports and hotels, as well as high confidence in digital utilities like mobile coverage and internet.
However, this is balanced by notable areas of low confidence, specifically in the quality of public transportation and healthcare. The reliability of the electricity grid is also a point of moderate concern, preventing the category from being a uniform strength.
It's important to note that these ratings were calculated before the events of Hurricane Melissa, which impacted much of the country's infrastructure in October 2025.
Operators view the commercial property landscape in Jamaica as a stable and reliable part of the business environment.
The availability of office space and leasing options are viewed as high-confidence items, followed by moderate confidence across nearly all other aspects of the property market, including the availability and cost of purchasing options, co-working, and plug-and-play facilities.
It's important to note that these ratings were calculated before the events of Hurricane Melissa, which impacted many of the country's buildings in October 2025.
How confident are you in the availability of commercial property options for BPO/CX operations in your country?
How confident are you in the cost-competitiveness of leasing commercial property in your country?
How confident are you in the cost-competitiveness of purchasing commercial property in your country?
How confident are you in the ability to leverage non-metropolitan areas for commercial space in your country?
CX/BPO leaders in Jamaica show very high confidence in the safety of visiting business travelers and that transitions of power will be peaceful. This is supported by high confidence in law enforcement's responsiveness. The trustworthiness of the police and the safety of the local commute are viewed with more moderate confidence, but this remains a category of significant strength for Jamaica.
How confident are you that foreign business travelers will be safe visiting your country?
How confident are you that the local labor force is safe using public transportation for commuting?
How confident are you that local law enforcement is trustworthy and helpful?
How confident are you that local law enforcement will respond to criminal activity promptly and efficiently?
How confident are you that your country will perform a peaceful transition of power after elections?
Jamaica's respondents have high confidence in the fairness of the country's electoral process, balanced by a more moderate outlook on most other areas of governance, including the management of public finances and the perceived integrity of the civil service and judiciary.
The one notable outlier is low confidence that law enforcement is free from corruption. Overall, this category appears to be a source of moderate stability for operators, though trust in law enforcement is a clear area for improvement.
How confident are you in the foreign policy orientation of your country's government?
How confident are you in the fairness and competitiveness of your country's electoral process?
How confident are you in the government's ability to manage publicly-owned utilities and services?
How confident are you in the government's ability to manage the country's public finances?
How confident are you that the following public services are free from corruption and/or outside influence?
Operators in Jamaica report high confidence in the country's overall economic stability. This is balanced by more moderate confidence in the manageability of inflation and the stability of tax rates. The primary area of concern is that the local currency will remain stable, which operator comments reflect as a source of fluctuation and uncertainty.
Informational only; not advice. Contains sponsored segments; no endorsement implied; no influence on methodology. ‘As is’; no warranties or liability. © 2025 Ryan Strategic Advisory & Cognitive Copy. Public viewing and internal, non‑commercial use only; other uses require consent. Trademarks belong to their owners. Full disclaimer here.
CX/BPO operators in Mexico have stark conflicting views of the market. Confidence is very high in the country's core operational assets: its deep labor pool for all roles, its modern digital infrastructure, and the high availability of commercial property. This operational strength is complemented by relative confidence in the country's economy.
However, these advantages are directly undermined by extremely low confidence in public sector integrity and government partnership with the industry. Respondents report low confidence in political stability due to perceptions of corruption, and a near-total lack of faith in government fiscal incentives or meaningful dialogue.
Mexico City, Mexico
Q: How do your clients view Mexico as a BPO/CX delivery destination?
A: Our clients see Mexico as a competitive and smart choice for BPO and CX. It boils down to simple, practical wins that make operations and service quality extremely reliable.
A huge plus for a lot of companies is the cultural alignment, especially in areas like finance, healthcare, and legal services where getting the subtleties right with customers is a must.
Plus, you get a great pool of bilingual talent and the time zone is a perfect match for North American businesses. The fact that it's geographically close means site visits and oversight is more accessible than other countries, making it a really appealing, low-stress option.
Q: From an operational standpoint, what makes Mexico unique as a BPO and CX destination?
A: Cultural alignment is Mexico’s key strength because it lets specialized teams work together and grow easily.
For example, when people are looking for representation for personal injury or mass tort cases, the legal intake process requires empathy and a real understanding of the qualification rules. Similarly, in financial services, for things like debt relief, our team needs a basic but solid grasp of the US consumer credit system to accurately qualify and enroll clients.
These examples are easier for Mexicans due to their close alignment with US and Canadian customers and a dual-language capability that allows us to create genuine human connections that people expect today.
Q: What could Mexico stand to improve to maximize your confidence in the country’s BPO/CX future?
A: Mexico has a mature BPO market with a deep talent pool across different industries, yet we’d like to see more innovation in this space because proximity alone won't cut it anymore.
What we really need to focus on is developing new methods for delivering BPO and CX. The value proposition for clients is about knowing how to adopt, customize, and integrate tech solutions, and making sure that's always amplified by a human touch.
That blend is what will move the needle in the coming years, whether it's through genuinely improving the customer experience, lowering operational costs, or boosting revenue.
Founded in January 2020, Alliance BPO Services has 280+ employees and 200+ seats in its facility in Hermosillo, Sonora, Mexico, with satellite offices in Durban, South Africa and Addis Ababa, Ethiopia.
The company provides direct to consumer support, including sales and enrollments, customer care, legal intake and retainer signing support, lead qualification and prospecting, and back office. Alliance serves multiple verticals, such as legal, financial services, healthcare, ecommerce, insurance, and home services in the US, Canadian and Latin American markets in English, Spanish, and French.
Learn more at alliancebposervices.com
BPO/CX leaders in Mexico report very high confidence in the labor pool, especially for voice agents, back office, and customer care functions in English and Spanish. This is supported by high confidence in recruiting for all management levels, from team leaders to executives.
However, this optimism in the raw talent pool is sharply contrasted by a very low confidence in the public education system's ability to teach the necessary skills for the industry, suggesting operators rely on their own training and private school pipelines.
How confident are you in your capacity to recruit for the following positions in your country?
How confident are you in your capacity to recruit for the following functions within your country?
How confident are you in your capacity to recruit for the following languages within your country?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
How confident are you in the public education system's ability to teach the necessary skills for a career in an international CX delivery environment?
How confident are you in the availability of domestic graduates to fill BPO/CX roles?
How confident are you that the majority of domestic students will remain in your country after graduating?
How confident are you in your public education system's ability to teach the following languages?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
CX/BPO leaders in Mexico report high confidence in their BPO association, paired with moderate confidence that competitors project a professional image to international clients.
However, these strengths are undercut by very low-to-extremely low confidence in the government's collaboration with the industry, especially regarding fiscal incentives, highlighting a strong private-sector ecosystem that lacks meaningful government support.
How confident are you that your competitors present a professional, attractive image of your country to international clients and prospects?
How confident are you that the country's CX and BPO players are unified and collaborate effectively to maximize the industry's success?
How confident are you in the government's ability to engage in open dialogue with the BPO / CX industry?
How confident are you in the government bodies involved in investment promotion in their ability to lobby for favorable industry regulations?
How confident are you in the national BPO / CX association or cluster's alignment with the industry's needs?
Operators view Mexico's infrastructure as a significant strength, showing very high confidence in internet and fiber services, 4G/5G, and restaurants. This is supported by high confidence in mobile coverage, electricity, airports, and hotels.
The only areas not rated as high or very high are public transportation and healthcare, which both received moderate confidence ratings. Overall, the category is a source of strong, consistent confidence for respondents.
The commercial property market is a clear strength for operators in Mexico. Respondents show high confidence in the availability of office space, co-working facilities, and warehouses, as well as in the availability and cost-competitiveness of leasing. This high level of confidence is consistent, with only the cost and availability of purchasing options and plug-and-play dipping into the moderate range, suggesting a robust and accessible market for CX/BPO operations.
How confident are you in the availability of commercial property options for BPO/CX operations in your country?
How confident are you in the cost-competitiveness of leasing commercial property in your country?
How confident are you in the cost-competitiveness of purchasing commercial property in your country?
How confident are you in the ability to leverage non-metropolitan areas for commercial space in your country?
Operators in Mexico report high confidence in the safety of foreign business travelers and the local labor force's commute. This is supported by moderate confidence in law enforcement's trustworthiness and responsiveness.
While respondents also show high confidence in a peaceful transition of power, the overall moderate-to-high ratings suggest a general sense of stability rather than enthusiastic trust.
How confident are you that foreign business travelers will be safe visiting your country?
How confident are you that the local labor force is safe using public transportation for commuting?
How confident are you that local law enforcement is trustworthy and helpful?
How confident are you that local law enforcement will respond to criminal activity promptly and efficiently?
How confident are you that your country will perform a peaceful transition of power after elections?
Respondents in Mexico express moderate confidence in the fairness of the electoral process and the independence of the central bank. However, these are the only positive sentiments in a category marked by widespread low confidence.
Operators report low confidence in the government's management of public finances and utilities, as well as in the integrity of the civil service and law enforcement. The lowest-rated item is very low confidence that core government institutions are free from corruption, making this a category of significant concern for operators.
How confident are you in the foreign policy orientation of your country's government?
How confident are you in the fairness and competitiveness of your country's electoral process?
How confident are you in the government's ability to manage publicly-owned utilities and services?
How confident are you in the government's ability to manage the country's public finances?
How confident are you that the following public services are free from corruption and/or outside influence?
CX/BPO leaders in Mexico view the economy as a source of strength, expressing high confidence in the country's overall stability and moderate confidence in the manageability of inflation and tax rates. The one outlier is low confidence in the stability of the local currency, pointing to a specific concern for respondents.
Informational only; not advice. Contains sponsored segments; no endorsement implied; no influence on methodology. ‘As is’; no warranties or liability. © 2025 Ryan Strategic Advisory & Cognitive Copy. Public viewing and internal, non‑commercial use only; other uses require consent. Trademarks belong to their owners. Full disclaimer here.
Kenya's CX/BPO environment is defined by a deep split in operator confidence. Respondents show exceptional, top-tier confidence in the country's core operational pillars: a deep local labor market, modern digital infrastructure, and a high level of public safety.
Yet, these strengths are severely undermined by a perceived crisis in governance. Respondents report extremely low confidence in the country's economic stability and very low confidence in its political stability, citing widespread corruption and a lack of faith in the government bodies involved in investment promotion.
Nairobi, Kenya
BPO/CX leaders in Kenya report exceptional confidence in the country's labor pool, starting with full confidence in finding entry-level agents. This is backed by very high confidence in recruiting team leaders, supervisors, and customer care staff. The entire talent pipeline is seen as a strength, with high confidence in recruiting all management levels and specialized roles, and very high confidence in the public education system. The only areas of moderate confidence are talent availability in Tier 2 and Tier 3 communities.
How confident are you in your capacity to recruit for the following positions in your country?
How confident are you in your capacity to recruit for the following functions within your country?
How confident are you in your capacity to recruit for the following languages within your country?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
How confident are you in the public education system's ability to teach the necessary skills for a career in an international CX delivery environment?
How confident are you in the availability of domestic graduates to fill BPO/CX roles?
How confident are you that the majority of domestic students will remain in your country after graduating?
How confident are you in your public education system's ability to teach the following languages?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
Operators in Kenya report high confidence in the government's willingness to engage in open dialogue and to not interfere in their operations. This is paired with moderate confidence in the private BPO/CX association.
However, these positive elements are weighed down by low confidence in industry unity, competitor image, and favorable legislation. Furthermore, respondents show very low to extremely low confidence in all aspects of the government bodies involved in investment promotion, indicating a significant disconnect between the industry and state-level support.
How confident are you that your competitors present a professional, attractive image of your country to international clients and prospects?
How confident are you that the country's CX and BPO players are unified and collaborate effectively to maximize the industry's success?
How confident are you in the government's ability to engage in open dialogue with the BPO / CX industry?
How confident are you in the government bodies involved in investment promotion in their ability to lobby for favorable industry regulations?
How confident are you in the national BPO / CX association or cluster's alignment with the industry's needs?
Operators in Kenya report exceptional confidence in the country's infrastructure, with 100% confidence in all tourism-related services like airports, hotels, and food. This is matched by very high confidence in all core utilities, including internet, mobile coverage, 4G/5G, and the electricity grid.
The only metric not rated as very high or better is healthcare, which still garners a moderate confidence rating, meaning this category is a considerable source of strength for CX/BPO operations in Kenya.
Kenya's commercial property market is seen as a strength by CX/BPO leaders, who report very high confidence in the availability and cost-competitiveness of leasing options. This is backed by very high confidence in co-working availability and high confidence in office space, purchasing options, and available property outside of metro areas.
This strong positive sentiment is only tempered by low confidence in the cost of purchasing property and the availability of warehouses and plug-and-play facilities.
How confident are you in the availability of commercial property options for BPO/CX operations in your country?
How confident are you in the cost-competitiveness of leasing commercial property in your country?
How confident are you in the cost-competitiveness of purchasing commercial property in your country?
How confident are you in the ability to leverage non-metropolitan areas for commercial space in your country?
Country managers in Kenya report full confidence in the safety of foreign business travelers and very high confidence in the safety of the local labor force's commute. This is supported by high confidence in a peaceful transition of power.
These strong positives are slightly balanced by a more moderate confidence in both the trustworthiness and responsiveness of local law enforcement. This category is a clear area of strength, with concerns limited to the performance of the police.
How confident are you that foreign business travelers will be safe visiting your country?
How confident are you that the local labor force is safe using public transportation for commuting?
How confident are you that local law enforcement is trustworthy and helpful?
How confident are you that local law enforcement will respond to criminal activity promptly and efficiently?
How confident are you that your country will perform a peaceful transition of power after elections?
Country managers in Kenya report high confidence in the fairness of the electoral process, a key positive in this category. This is followed by moderate confidence in the integrity of the judiciary. However, this optimism is limited, as respondents show low confidence in nearly every other aspect of governance, including foreign policy, management of public finances, and the integrity of the central bank.
The very low confidence that law enforcement is free from corruption presents the biggest concern for operators.
How confident are you in the foreign policy orientation of your country's government?
How confident are you in the fairness and competitiveness of your country's electoral process?
How confident are you in the government's ability to manage publicly-owned utilities and services?
How confident are you in the government's ability to manage the country's public finances?
How confident are you that the following public services are free from corruption and/or outside influence?
The economic landscape is a notable source of concern for operators in Kenya. Respondents show very low confidence in the country's overall economic stability, the manageability of inflation, and the stability of tax rates. This is compounded by an extremely low confidence in the stability of the local currency: a major red flag for BPO/CX leaders.
Informational only; not advice. Contains sponsored segments; no endorsement implied; no influence on methodology. ‘As is’; no warranties or liability. © 2025 Ryan Strategic Advisory & Cognitive Copy. Public viewing and internal, non‑commercial use only; other uses require consent. Trademarks belong to their owners. Full disclaimer here.
Guatemala's CX/BPO market is viewed as a high-reward environment that carries risk. Respondents report high confidence in the country's economic stability and commercial property market, along with high trust in the local industry ecosystem and the ability to recruit for all positions and functions.
This positive outlook, however, is offset by concerns about political stability and safety, stemming from perceptions of government corruption and a lack of trust in law enforcement.
Guatemala City, Guatemala
CX/BPO leaders in Guatemala show high confidence in their ability to recruit for all positions, from entry-level up to executives, and for key functions like customer care and back-office support.
Yet, respondents report very low confidence in the public education system's ability to teach necessary skills and in the availability of talent in Tier 3 communities.
How confident are you in your capacity to recruit for the following positions in your country?
How confident are you in your capacity to recruit for the following functions within your country?
How confident are you in your capacity to recruit for the following languages within your country?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
How confident are you in the public education system's ability to teach the necessary skills for a career in an international CX delivery environment?
How confident are you in the availability of domestic graduates to fill BPO/CX roles?
How confident are you that the majority of domestic students will remain in your country after graduating?
How confident are you in your public education system's ability to teach the following languages?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
Operators in Guatemala are highly confident in their competition's professional image, the investment agency's support, the local BPO association, and the government's willingness to not interfere with operations.
Yet, low confidence in meaningful government cooperation, specifically regarding fiscal incentives, legislation, and open dialogue, show potential areas of improvement for the ecosystem.
How confident are you that your competitors present a professional, attractive image of your country to international clients and prospects?
How confident are you that the country's CX and BPO players are unified and collaborate effectively to maximize the industry's success?
How confident are you in the government's ability to engage in open dialogue with the BPO / CX industry?
How confident are you in the government bodies involved in investment promotion in their ability to lobby for favorable industry regulations?
How confident are you in the national BPO / CX association or cluster's alignment with the industry's needs?
Respondents in Guatemala show very high confidence in all tourism-related services, such as hotels, food, and leisure. This is supported by high confidence in core digital and power infrastructure.
However, operator confidence drops significantly regarding the quality of healthcare, airports, and roads, and there is extremely low confidence in the country's public transportation network.
The real estate market is a strong positive for operators in Guatemala. Respondents report very high confidence in the availability of leasing options, backed by high confidence in the availability of office space, warehouses, and purchasing options. The cost of leasing is also seen as a high-confidence item. More moderate confidence in plug-and-play availability and leveraging non-metro areas points to some areas for future growth.
How confident are you in the availability of commercial property options for BPO/CX operations in your country?
How confident are you in the cost-competitiveness of leasing commercial property in your country?
How confident are you in the cost-competitiveness of purchasing commercial property in your country?
How confident are you in the ability to leverage non-metropolitan areas for commercial space in your country?
Respondents in Guatemala show high confidence in the safety of foreign visitors, but confidence is noticeably low regarding law enforcement and the safety of employees on public transport.
How confident are you that foreign business travelers will be safe visiting your country?
How confident are you that the local labor force is safe using public transportation for commuting?
How confident are you that local law enforcement is trustworthy and helpful?
How confident are you that local law enforcement will respond to criminal activity promptly and efficiently?
How confident are you that your country will perform a peaceful transition of power after elections?
Respondents in Guatemala report moderate confidence in the government's foreign policy, its ability to manage utilities, and the independence of the central bank.
However, these are the only stable points in a category defined by widespread operator concern over perceptions of corruption.
How confident are you in the foreign policy orientation of your country's government?
How confident are you in the fairness and competitiveness of your country's electoral process?
How confident are you in the government's ability to manage publicly-owned utilities and services?
How confident are you in the government's ability to manage the country's public finances?
How confident are you that the following public services are free from corruption and/or outside influence?
Economic stability is a key strength for operators in Guatemala, defined by widespread positive sentiment. Respondents show very high confidence in tax and currency stability, supported by high confidence in overall stability and inflation management.
Informational only; not advice. Contains sponsored segments; no endorsement implied; no influence on methodology. ‘As is’; no warranties or liability. © 2025 Ryan Strategic Advisory & Cognitive Copy. Public viewing and internal, non‑commercial use only; other uses require consent. Trademarks belong to their owners. Full disclaimer here.
For CX/BPO leaders, Honduras is a stable market for English and Spanish delivery, with high confidence reported in the labor pool, commercial property, and industry ecosystem.
However, this operational confidence is offset by serious operator concerns over the political climate; the country received the lowest political stability score in the 2025 Index due to very low operator trust in public institutions. Other specific areas noted for improvement include recruiting for executive roles and the quality of public transport.
Tegucigalpa, Honduras
CX/BPO leaders in Honduras are highly confident in the availability of domestic graduates and their ability to recruit for customer care and back-office roles. This is supported by high ratings for finding talent for nearly all other functions. This positive view is tempered by low confidence in the public education system and in finding content moderation talent, along with very low confidence in recruiting executives.
How confident are you in your capacity to recruit for the following positions in your country?
How confident are you in your capacity to recruit for the following functions within your country?
How confident are you in your capacity to recruit for the following languages within your country?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
How confident are you in the public education system's ability to teach the necessary skills for a career in an international CX delivery environment?
How confident are you in the availability of domestic graduates to fill BPO/CX roles?
How confident are you that the majority of domestic students will remain in your country after graduating?
How confident are you in your public education system's ability to teach the following languages?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
High confidence in Honduras's investment agency and government non-interference suggests operators feel they have the core support needed to run their business. This exists alongside their low confidence that the industry's players are unified or that the government is willing to engage in open dialogue.
How confident are you that your competitors present a professional, attractive image of your country to international clients and prospects?
How confident are you that the country's CX and BPO players are unified and collaborate effectively to maximize the industry's success?
How confident are you in the government's ability to engage in open dialogue with the BPO / CX industry?
How confident are you in the government bodies involved in investment promotion in their ability to lobby for favorable industry regulations?
How confident are you in the national BPO / CX association or cluster's alignment with the industry's needs?
Operators in Honduras report very high confidence in tourism services and core digital utilities, including internet, 4G/5G, and fixed telephone lines. This is supported by high confidence in mobile coverage, airports, and roads. However, this positive view is tempered by moderate confidence in healthcare and low confidence in both the electricity grid and public transportation.
The commercial property market in Honduras is viewed as a clear asset by BPO/CX leaders. Respondents show very high confidence in the availability of office space, backed by high confidence in leasing, purchasing, and warehouse options. The cost of leasing is also rated highly. Areas for improvement are centered on the moderate availability of plug-and-play spaces and the low availability of co-working options.
How confident are you in the availability of commercial property options for BPO/CX operations in your country?
How confident are you in the cost-competitiveness of leasing commercial property in your country?
How confident are you in the cost-competitiveness of purchasing commercial property in your country?
How confident are you in the ability to leverage non-metropolitan areas for commercial space in your country?
CX/BPO leaders in Honduras show high confidence in the safety of foreign business travelers and moderate confidence in a peaceful transition of power. However, there is low confidence in all other aspects of security, including the safety of the local commute and both the trustworthiness and responsiveness of law enforcement.
How confident are you that foreign business travelers will be safe visiting your country?
How confident are you that the local labor force is safe using public transportation for commuting?
How confident are you that local law enforcement is trustworthy and helpful?
How confident are you that local law enforcement will respond to criminal activity promptly and efficiently?
How confident are you that your country will perform a peaceful transition of power after elections?
With the lowest rating in the 2025 Index, political stability in Honduras is a serious cause for concern. Operators report very low confidence in the reliability of the electoral process, foreign policy, and the integrity of law enforcement. This is compounded by extremely low confidence in the government's management of public finances and near-zero confidence that core government institutions are free from corruption.
How confident are you in the foreign policy orientation of your country's government?
How confident are you in the fairness and competitiveness of your country's electoral process?
How confident are you in the government's ability to manage publicly-owned utilities and services?
How confident are you in the government's ability to manage the country's public finances?
How confident are you that the following public services are free from corruption and/or outside influence?
Respondents in Honduras view the country's overall economic stability with low confidence, yet believe the currency and tax rates will remain stable through 2026.
Informational only; not advice. Contains sponsored segments; no endorsement implied; no influence on methodology. ‘As is’; no warranties or liability. © 2025 Ryan Strategic Advisory & Cognitive Copy. Public viewing and internal, non‑commercial use only; other uses require consent. Trademarks belong to their owners. Full disclaimer here.
Bulgaria's BPO and CX operators view the country as a reliable operational hub paired with governance-level risks.
Respondents report exceptional confidence in the country's infrastructure, alongside very high confidence in the commercial property market and the labor pool for frontline talent.
This operational strength exists alongside low to very low operator confidence across economic stability, political stability, and the industry ecosystem, pinpointing areas of improvement that would help position Bulgaria closer to regional counterparts like Poland and Romania.
Sofia, Bulgaria
CX/BPO leaders in Bulgaria are highly confident in their ability to recruit for frontline roles, especially customer care and entry-level agents. This is supported by high confidence in finding team leaders, technical support staff, and domestic graduates in a labor market defined by its strong multilingual capabilities.
Outside of the optimism related to frontline talent, respondents show low confidence in recruiting executives and lukewarm faith in the public education system's ability to teach necessary skills for a career in CX delivery.
How confident are you in your capacity to recruit for the following positions in your country?
How confident are you in your capacity to recruit for the following functions within your country?
How confident are you in your capacity to recruit for the following languages within your country?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
How confident are you in the public education system's ability to teach the necessary skills for a career in an international CX delivery environment?
How confident are you in the availability of domestic graduates to fill BPO/CX roles?
How confident are you that the majority of domestic students will remain in your country after graduating?
How confident are you in your public education system's ability to teach the following languages?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
Bulgaria's CX/BPO ecosystem doesn't inspire much confidence for local operators, with all eleven metrics rated as low. The alignment of the BPO association and the professional image of competitors are at the higher end of this scale, but respondents see plenty of room for growth in this category.
How confident are you that your competitors present a professional, attractive image of your country to international clients and prospects?
How confident are you that the country's CX and BPO players are unified and collaborate effectively to maximize the industry's success?
How confident are you in the government's ability to engage in open dialogue with the BPO / CX industry?
How confident are you in the government bodies involved in investment promotion in their ability to lobby for favorable industry regulations?
How confident are you in the national BPO / CX association or cluster's alignment with the industry's needs?
Second only to Poland, Bulgaria's main strength among respondents is the quality of its infrastructure. Operators have full confidence in internet, roads, hotels, and food services. This is supported by very high confidence in the power grid, airports, and public transportation. Even the lowest-rated metrics, 4G/5G and healthcare, are rated as high, supporting the country's capabilities for modern BPO/CX operations.
The commercial property market in Bulgaria is a clear source of strength. Operators report very high confidence in the availability of office and co-working spaces, supported by high confidence in leasing, purchasing, and plug-and-play options. The only points of concern are the moderate availability of warehouses and low confidence in leveraging non-metropolitan areas.
How confident are you in the availability of commercial property options for BPO/CX operations in your country?
How confident are you in the cost-competitiveness of leasing commercial property in your country?
How confident are you in the cost-competitiveness of purchasing commercial property in your country?
How confident are you in the ability to leverage non-metropolitan areas for commercial space in your country?
Respondents in Bulgaria report high confidence in the safety of foreign travelers, the local commute, and the likelihood of a peaceful transition of power. This positive sentiment is tempered by moderate confidence in both the trustworthiness and responsiveness of local law enforcement, suggesting that police performance is the primary area for improvement in an otherwise stable category.
How confident are you that foreign business travelers will be safe visiting your country?
How confident are you that the local labor force is safe using public transportation for commuting?
How confident are you that local law enforcement is trustworthy and helpful?
How confident are you that local law enforcement will respond to criminal activity promptly and efficiently?
How confident are you that your country will perform a peaceful transition of power after elections?
Operators in Bulgaria appear apprehensive about the current state of the political climate, with all nine metrics rated as low or very low. Respondents show low confidence in the independence of the central bank, the fairness of the electoral process, and the government's management of public finances. This is matched by very low confidence in the integrity of the judiciary and law enforcement, indicating a general lack of trust in the country's public institutions.
How confident are you in the foreign policy orientation of your country's government?
How confident are you in the fairness and competitiveness of your country's electoral process?
How confident are you in the government's ability to manage publicly-owned utilities and services?
How confident are you in the government's ability to manage the country's public finances?
How confident are you that the following public services are free from corruption and/or outside influence?
Economic stability is the most notable area of concern for operators in Bulgaria. The only metric not rated as "very low" is the moderately low confidence respondents show in the stability of the local currency, indicating a broad lack of faith in this category.
Informational only; not advice. Contains sponsored segments; no endorsement implied; no influence on methodology. ‘As is’; no warranties or liability. © 2025 Ryan Strategic Advisory & Cognitive Copy. Public viewing and internal, non‑commercial use only; other uses require consent. Trademarks belong to their owners. Full disclaimer here.
CX/BPO leaders in Belize are fairly confident in the country's frontline labor market and its digital infrastructure. However, this positive view is overshadowed by several perceived challenges for operators.
Operators show low-to-very-low confidence in the commercial property market and report a lack of faith in public-private partnership, especially regarding fiscal incentives. This is compounded by low trust in public institutions, law enforcement, and the quality of public healthcare and transportation.
Belize City, Belize
CX/BPO leaders in Belize have notably high confidence in recruiting for customer care and entry-level agents. This is backed by high confidence in the public education system, the availability of domestic graduates, and the talent pool for most supervisor, back office, and technical support roles. This optimism is only tempered by low confidence in securing work permits, recruiting for content moderation, and finding executives.
How confident are you in your capacity to recruit for the following positions in your country?
How confident are you in your capacity to recruit for the following functions within your country?
How confident are you in your capacity to recruit for the following languages within your country?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
How confident are you in the public education system's ability to teach the necessary skills for a career in an international CX delivery environment?
How confident are you in the availability of domestic graduates to fill BPO/CX roles?
How confident are you that the majority of domestic students will remain in your country after graduating?
How confident are you in your public education system's ability to teach the following languages?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
Operators in Belize report high confidence in the private-sector elements of the ecosystem, including the BPO association and competitor image. There is also high confidence that the government will not interfere with operations. However, respondents show low confidence in industry unity and government dialogue, as well as very low confidence in any meaningful agency support or the provision of fiscal incentives.
How confident are you that your competitors present a professional, attractive image of your country to international clients and prospects?
How confident are you that the country's CX and BPO players are unified and collaborate effectively to maximize the industry's success?
How confident are you in the government's ability to engage in open dialogue with the BPO / CX industry?
How confident are you in the government bodies involved in investment promotion in their ability to lobby for favorable industry regulations?
How confident are you in the national BPO / CX association or cluster's alignment with the industry's needs?
Respondents in Belize report high confidence in the country's core digital infrastructure, including internet, mobile, and 4G/5G, as well as the electricity grid. Confidence in food and leisure services is also high. This positive view is tempered by moderate confidence in travel-related services like international airports, roads, and hotels. The primary areas of operator concern are the low confidence in healthcare and very low confidence in public transportation.
Commercial property availability is a point of concern for Belize respondents. The only metrics to receive a moderate rating are the availability of office space and warehouses. All other aspects are rated as low or very low, including the availability and cost of leasing, and the availability of plug-and-play and co-working facilities.
How confident are you in the availability of commercial property options for BPO/CX operations in your country?
How confident are you in the cost-competitiveness of leasing commercial property in your country?
How confident are you in the cost-competitiveness of purchasing commercial property in your country?
How confident are you in the ability to leverage non-metropolitan areas for commercial space in your country?
Country managers in Belize report high confidence in the country's macro-stability, specifically regarding a peaceful transition of power and the safety of foreign business travelers. This is paired with moderate confidence in the safety of the local commute. However, operators show low confidence in both the trustworthiness and responsiveness of local law enforcement.
How confident are you that foreign business travelers will be safe visiting your country?
How confident are you that the local labor force is safe using public transportation for commuting?
How confident are you that local law enforcement is trustworthy and helpful?
How confident are you that local law enforcement will respond to criminal activity promptly and efficiently?
How confident are you that your country will perform a peaceful transition of power after elections?
Respondents in Belize report high confidence in the fairness of its electoral process, backed by moderate confidence in the central bank and the government's foreign policies and management of utilities. However, trust in government's management of public finances and the civil service is low. This is further compounded by very low confidence in the integrity of law enforcement and government institutions in general.
How confident are you in the foreign policy orientation of your country's government?
How confident are you in the fairness and competitiveness of your country's electoral process?
How confident are you in the government's ability to manage publicly-owned utilities and services?
How confident are you in the government's ability to manage the country's public finances?
How confident are you that the following public services are free from corruption and/or outside influence?
BPO/CX leaders view Belize's economy with mixed confidence. High confidence in the stability of the local currency is a key positive. This is followed by moderate confidence in the country's overall economic stability and its ability to manage inflation. A potential red flag is the moderately low confidence that tax rates will stay stable through 2026.
Informational only; not advice. Contains sponsored segments; no endorsement implied; no influence on methodology. ‘As is’; no warranties or liability. © 2025 Ryan Strategic Advisory & Cognitive Copy. Public viewing and internal, non‑commercial use only; other uses require consent. Trademarks belong to their owners. Full disclaimer here.
Morocco is viewed as a challenging market by responding BPO/CX leaders. While operators report high confidence in a few specific areas, such as the availability of voice agents, office space, and tourism-related infrastructure, these strengths exist alongside broad operator concerns.
Respondents show consistent low-to-very-low confidence in the country's economic and political stability, and in their ability to recruit for management or specialized functions. There is also near-unanimous distrust in the local law enforcement and a sense that CX/BPO operators need a more cooperative outlook if they are to improve conditions for the industry.
Casablanca, Morocco
CX/BPO leaders in Morocco report high confidence in the availability of voice-based agents. This is supported by moderate confidence in finding entry-level agents, customer care staff, and domestic graduates. However, these are the only positive points in a category marked by operator concern.
Respondents show low confidence in recruiting for most other roles, including team leaders and technical support, as well as very low confidence in finding managers, executives, and specialized finance or marketing talent.
How confident are you in your capacity to recruit for the following positions in your country?
How confident are you in your capacity to recruit for the following functions within your country?
How confident are you in your capacity to recruit for the following languages within your country?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
How confident are you in the public education system's ability to teach the necessary skills for a career in an international CX delivery environment?
How confident are you in the availability of domestic graduates to fill BPO/CX roles?
How confident are you that the majority of domestic students will remain in your country after graduating?
How confident are you in your public education system's ability to teach the following languages?*
ENG - English | ESP - Spanish | DEU - German | FRA - French | PTG - Portuguese | NLD - Dutch | ITA - Italian | ARA - Arabic
*Note: Language scores are for guidance only and not factored in to the overall confidence rating
The primary strength for operators in this category is the high confidence they have in the government's fiscal incentives. This is supported by moderate confidence in favorable legislation, government non-interference, and the professional image of competitors. However, operators report low confidence in the BPO association, general industry unity, and the investment agency's ability to lobby for them, align with their needs, or provide long-term support.
How confident are you that your competitors present a professional, attractive image of your country to international clients and prospects?
How confident are you that the country's CX and BPO players are unified and collaborate effectively to maximize the industry's success?
How confident are you in the government's ability to engage in open dialogue with the BPO / CX industry?
How confident are you in the government bodies involved in investment promotion in their ability to lobby for favorable industry regulations?
How confident are you in the national BPO / CX association or cluster's alignment with the industry's needs?
Morocco's operators report high confidence in the country's tourism-related services, including hotels, food, and international airports, as well as in mobile coverage. This is supported by moderate confidence in digital services like internet and 4G/5G. The only low confidence metrics in this category are fixed telephone lines, public transportation, and healthcare.
Morocco's CX/BPO leaders report high confidence in the availability of office space and co-working facilities, followed by moderate confidence in the availability of leasing options. However, operators show low confidence in the cost of leasing and the availability of plug-and-play options, as well as very low confidence in purchasing options and warehouse availability.
How confident are you in the availability of commercial property options for BPO/CX operations in your country?
How confident are you in the cost-competitiveness of leasing commercial property in your country?
How confident are you in the cost-competitiveness of purchasing commercial property in your country?
How confident are you in the ability to leverage non-metropolitan areas for commercial space in your country?
Respondents in Morocco report moderate confidence in the safety of foreign business travelers and in a peaceful transition of power. This is offset, however, by very low confidence in the safety of the local commute and in both the trustworthiness and responsiveness of local law enforcement.
How confident are you that foreign business travelers will be safe visiting your country?
How confident are you that the local labor force is safe using public transportation for commuting?
How confident are you that local law enforcement is trustworthy and helpful?
How confident are you that local law enforcement will respond to criminal activity promptly and efficiently?
How confident are you that your country will perform a peaceful transition of power after elections?
The only political stability metric not rated as low or very low confidence is the moderate trust operators show in the central bank. This is followed by a consistent wall of low confidence in the government's foreign policy, its management of utilities, and the integrity of the civil service, judiciary, and law enforcement. Very low confidence in the government's management of public finances highlights the largest point of concern.
How confident are you in the foreign policy orientation of your country's government?
How confident are you in the fairness and competitiveness of your country's electoral process?
How confident are you in the government's ability to manage publicly-owned utilities and services?
How confident are you in the government's ability to manage the country's public finances?
How confident are you that the following public services are free from corruption and/or outside influence?
Economic stability is another area of concern for operators in Morocco. Respondents show consistent low confidence across all four metrics, including the country's overall stability, the manageability of inflation, and the stability of tax rates, and the local currency.
Informational only; not advice. Contains sponsored segments; no endorsement implied; no influence on methodology. ‘As is’; no warranties or liability. © 2025 Ryan Strategic Advisory & Cognitive Copy. Public viewing and internal, non‑commercial use only; other uses require consent. Trademarks belong to their owners. Full disclaimer here.
