Offshore BPO Confidence Index 2023
Created by: 
Matt Kendall
Offshore BPO Confidence Index 2023
Matt Kendall
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An assessment of first-hand confidence in the world's most popular BPO delivery points
The year 2023 has seen tectonic shifts in the perspectives of business process outsourcing (BPO) executives and their clients regarding offshore and nearshore delivery locations.
With ongoing geopolitical uncertainty gripping many parts of the globe and the ever-growing climate crisis becoming more of a site selection consideration, outsourcing destinations face more scrutiny than ever.
The Offshore BPO Confidence Index 2023 seeks to provide clarity amidst this complexity, shedding light on the operational realities across some of the world's most pivotal outsourcing locations.
This report distills insights and experiences—both good and bad—from the front lines of third-party CX delivery, offering a clear-eyed assessment of 17 key outsourcing jurisdictions from those on the ground: BPO operational leaders and country managers.
While there's no set formula for becoming the premier outsourcing delivery destination, this year's research highlights several critical factors.
The stability of a country's political and economic environment is crucial, as is the robustness of its infrastructure. Countries that struggle with consistent transportation for workers or reliable utilities are subject to increased scrutiny from BPO operators and their clients.
Equally important is the ability to promote a destination positively, realistically, and transparently, as is the strength of the local outsourcing ecosystem. A unified voice among operators, BPO representative bodies, and governments has never been more vital.
And, of course, the strength of a country’s labor and property markets determine the presence (or lack of) opportunities for scalability and growth, which, while still a strong point for some countries, remains challenging for others.
With the significance of these operational factors growing every year, we hope these fresh insights provide some valuable context to your strategic planning in 2024.
Between July and October 2023, we surveyed over 250 offshore and nearshore BPO leaders to gather first-hand insights on doing business in their respective countries.
Only respondents who occupied an operational management or executive role within the country they were evaluating were included in the findings.
The objective was to assess BPO leaders' confidence levels in their respective countries based on first-hand, on-the-ground experience.
We asked respondents to quantify their confidence in several categories using this designated scale of one to five:
1 - Zero Confidence
No confidence whatsoever
2 - Low Confidence
Plenty of room for improvement
3 - Some Confidence
Neither high nor low confidence
4 - High Confidence
Mostly happy with the situation
5 - Full Confidence
Couldn't be more satisfied
Post-survey, we calculated the arithmetic average of the total points accumulated from each question before normalizing and converting the average scores into percentages.
This resulting percentage score represents the “Confidence Rating” used across all categories in this index.
All results are the subjective opinions of participating country managers and do not represent the official views of their respective BPO organizations.
In the Offshore BPO Confidence Index, countries are assessed with percentage-based ratings that serve as confidence indicators across various categories and sub-categories.
These "Confidence Ratings" represent the average collective opinions of BPO operational leaders, gauging how they view different aspects of doing business in each country.
Below is a quick guide to help you interpret the ratings.
Almost No Confidence
Very Low Confidence
Moderatley Low Confidence
Moderate Confidence
Moderatley High Confidence
Very High Confidence
40% and above (almost no confidence): Respondents have significant doubts about the category in question, often suggesting a need for major overhauls.
50% and above (very low confidence): While respondents may approve of some elements, there is an overall sense of uncertainty or dissatisfaction.
60% and above (moderately low confidence): While there are more positive aspects than at lower ratings, there are still notable concerns.
70% and above (moderate confidence): Respondents believe the related category is generally reliable despite an appetite for higher standards.
80% and above (moderately high confidence): Respondents strongly believe in the category's performance, with only minor areas cited for improvement.
90% and above (very high confidence): Consensus among respondents that the category meets or exceeds the desired standards, with very few, if any, areas needing improvement.
India's BPO country managers are highly confident (96%) in their capacity to fill front-line agent, supervisor, and operational leadership roles. Confidence in staffing non-voice and customer care roles also soars at 98%, while technical support achieves 100%, reflecting the country’s legacy tenure in this industry.
High confidence extends to social media management and content moderation (90%), accounts receivable management (94%), and revenue generation (88%). Still, voice-based roles (86%) look to be an area for development.
Moderate confidence in recruiting foreign talent (72%), acquiring work permits (82%), the public education system for language training (86%) and preparing students for international roles (82%) suggests that targeted initiatives in these areas could greatly fortify India's BPO labor pool.
Respondents consider India’s core infrastructure reliable, with near-perfect confidence in internet connectivity (98%) and fixed telephone lines (100%), signaling a solid foundation for BPO operations.
Power grid (92%), mobile coverage (96%) and 4G/5G services (94%) also receive high marks, reflecting telecommunication reliability in metropolitan areas.
Airport facilities (96%) and international travel connections (94%) are well-regarded, facilitating global business travel and facility visitations. The quality of accommodations and food stands out with perfect 100% ratings, while leisure activities score a solid 92%.
Despite these many advantages, some targeted improvements in public transportation (80%) could elevate the country's appeal. India is already “building fast” during 2023/24 to address infrastructural gaps and bolster its economy.
With India being the only market to score above 90% confidence in both 2021 and 2022, it’s no surprise that the country’s commercial property market is still robust.
Respondents show the highest confidence in the ability to source modern "plug-and-play" BPO facilities (96%) and track down leasing options (94%). Confidence in the possibility of retrofitting existing properties (90%) and purchasing spaces for BPO operations (90%) is also high.
India still has room for scaling operations, with respondents showing high confidence in setting up CX/BPO facilities in multiple Tier 2 and 3 cities (94%). Plus, there appears to be good opportunities to find co-working spaces for remote CX delivery (92%), but not so much temporarily (86%).
Despite confidence dipping 10.9% since 2021, country managers in India still view the national BPO ecosystem as highly dependable.
Most respondents agree that their competitors present a reliable and professional image to international clients (90%) and show high confidence in the government’s willingness to engage in open dialogue (90%). Many also commend the government’s lack of adverse interference in international promotion (88%) or local operations (88%).
Still, India’s investment promotion agency and BPO association could inspire more confidence this year, with relatively low ratings of 76% and 78%, respectively. Plus, assurance in governmental financial support for BPOs—like tax abatements and training cost offsets—equally lags at 76%.
Respondents in India are highly confident in the country's foreign policy orientation (92%) and the likelihood of a peaceful transition of power after elections (96%).
Confidence wanes when it comes to the integrity of core government institutions (80%) and civil service (78%), while trust in law enforcement agencies (80%) and the judiciary system (86%) fares slightly better.
Overall, India is seen as a stable political environment conducive to BPO operations.
BPO managers universally agree that foreign business travelers will be safe visiting India (98%), indicating that international stakeholders can engage with the local market with minimal security concerns.
This high level of assurance extends to the local labor force's safety when commuting by public transportation (92%) and the trustworthiness and efficiency of local law enforcement (92%), painting a picture of a secure and dependable business environment.
Respondents in India showed high conviction that tax rates (94%), the local currency (94%), and inflation (90%) will remain stable and manageable throughout 2024, suggesting a predictable fiscal landscape with minimal financial risk for BPO investors.
Moreover, high confidence in the government’s management of public finances (86%) and publicly-owned utilities and services (92%) underscores a dependable governance framework.
BPO leaders in the Dominican Republic exhibit strong confidence in recruiting quality front-line agents (94.3%) and experienced supervisors (97.1%). Operational leadership also fares well (85.7%), although there is less certainty around recruiting foreign workers (80%) and acquiring work permits (77.1%).
Specialized roles like non-voice and customer care achieve perfect confidence scores (100%), with technical support close behind (94.3%). Voice-based roles score high (91.4%), although respondents note that accents can be a concern. Social media management (82.9%) and accounts receivable management (85.7%) fare well, but revenue generation (77.1%) and content moderation (74.3%) are areas where confidence could be more robust.
Respondents highlight that the public education system generates a large pool of intermediate to high intermediate English speakers but falls short in preparing them for call center roles, reflected in a 68.6% confidence rating for language training and international CX role preparation. One respondent suggests earlier language education as a potential solution.
The Dominican Republic’s infrastructure landscape receives high marks from BPO leaders, particularly in telecommunications. Internet connectivity (94.3%), fixed telephone lines (97.1%), mobile voice coverage (91.5%) and 4G/5G services (91.4%) are almost universally trusted. One respondent even notes the country's "solid connectivity backbone" and its attractiveness and ease of navigation for foreigners.
The power grid is considered fairly reliable but shows room for improvement (80%). Public transportation is a similar story, with a 77.1% confidence rating. Airport facilities for international travel are highly rated (97.1%), as are international travel connections like trains and buses (88.6%). Hotels and accommodations (94.3%), food and restaurants (94.3%), and leisure activities (97.1%) all receive strong endorsements, suggesting a high quality of life and ease of business travel.
Ranking first in this category, respondents agree that the Domincan Republic’s commercial property market is well-suited to the needs of the BPO industry.
Modern "plug and play" BPO facilities and retrofitting existing properties earn 91.4% and 100% confidence ratings, respectively. Leasing arrangements are almost universally trusted, with a 97.1% confidence score, while purchasing property is also favorably viewed at 88.6%.
The market's versatility shines in the co-working space segment, scoring 88.6% for both remote and temporary CX delivery setups. Additionally, the capacity to source properties and talent beyond the capital, Santo Domingo, is highly rated at 91.4%. This geographic flexibility could be a boon for new market entrants.
Respondents express mixed feelings about the Export and Investment Center of the Dominican Republic’s (CEI-RD) lobbying efforts, evidenced by a modest 74.3% confidence rating. In contrast, the industry's collective vision for maximizing success is more aligned, garnering an 85.7% confidence score. The Dominican Contact Center & BPO Council is well-regarded, accurately reflecting industry needs with an 82.9% confidence level.
When it comes to the image projected by competitors to international clients, the score is a respectable 82.9%. Governmental support shows some fluctuation: both openness to dialogue and the provision of favorable legislation is rated at 82.9%, but financial incentives like tax abatements and training cost offsets lag slightly at 80%. Non-interference in international promotion (85.7%) and in BPO operations (91.4%) are areas where the government excels, according to respondents.
Confidence in the Dominican Republic's ability to transition power peacefully after elections is notably high at 94.3%. The government's stance on foreign policy also garners strong approval with an 88.6% confidence rating. However, the reliability of the electoral process raises some eyebrows, reflected in a more cautious 74.3% confidence score.
Law enforcement agencies earn the most trust in public services at 85.7%, indicating a perception of integrity and minimal corruption. Yet, core government institutions (62.9%), the judiciary system (65.7%), civil service (68.6%), and the central bank (65.7%) fall short of inspiring widespread confidence.
One respondent highlights the BPO industry's relative immunity to the corruption challenges often associated with Caribbean nations, underscored by the growing number of BPO firms operating in the Dominican Republic.
In the Dominican Republic, the safety of visiting business travelers garners unanimous confidence (100% rating), while the local workforce's safety on public transportation is mainly assured (82.9%).
Local law enforcement's prompt and efficient response to criminal activity is well-regarded at 85.7%, and their trustworthiness matches this sentiment with an 82.9% score.
One respondent singles out Santiago, the country's second-largest city, as a secure environment where authorities are quick to act. This individual also notes the existence of a specialized computer crime division, emphasizing its proactive and reactive capabilities, which adds another layer of assurance to the overall law enforcement effectiveness.
Confidence in the government's ability to effectively manage public finances is tepid, registering at just 71.4%. This sentiment extends to the oversight of publicly-owned utilities and services, which receives a moderate 80% confidence rating.
In contrast, economic indicators like tax rate stability and the local currency's projected stability over the next year are more reassuring, with confidence levels of 91.4% and 85.7%, respectively. Yet, inflation expectations for the coming 12 months are met with less optimism, scoring 77.1%.
BPO leaders in the Czech Republic are mostly confident in recruiting for key roles, with an 88% confidence level for front-line agents and 84% for supervisors and operational leadership.
Specialized roles like non-voice and customer care also fare well at 88%, and technical support shines at 92%. While confidence in auxiliary functions like content moderation and accounts receivable management remains solid at 80% and 88%, respectively, revenue generation lags at 76%.
Still, while the country has improved its 2022 category rating from 77.1% to 80.5%, there is low confidence in recruiting foreign talent (68%) and the ease of work permit acquisition (60%), indicating challenges in accessing global talent.
Similarly, the public education system's 76% rating in language training and international CX role preparation suggests room for the industry to develop closer ties with educational institutes.
With its first-place ranking in this category, the Czech Republic’s infrastructure earns an unequivocal endorsement from BPO leaders, with a 100% confidence rating in vital technological areas—internet connectivity, fixed telephone lines, mobile voice coverage, 4G/5G services, and electricity and power grid. This unanimous confidence underscores a resilient and advanced infrastructure capable of sustaining intricate BPO operations.
Regarding amenities that impact business visitors and local employees, the confidence levels remain stellar. Hotels, food options, and leisure activities receive a 100% confidence score. Airport facilities closely follow at 96%, and international travel connections are at 92%. Public transportation, crucial for daily commuting, also enjoys a 100% confidence rating.
These strong scores collectively highlight the Czech Republic as a technologically ready BPO hub and a locale offering a high quality of life for employees and visitors alike.
The Czech Republic’s commercial property market is well-aligned with the needs of the BPO sector, as evidenced by an 80% confidence rating in modern "plug and play" facilities and the ability to retrofit existing properties.
Leasing options outpace the rest with an 88% confidence level, suggesting a market conducive to flexible operational setups. With an 84% confidence level in purchasing commercial property, the market also supports more permanent establishment options.
The availability of co-working spaces is a particular highlight, scoring an impressive 96% for remote CX delivery and 84% for temporary setups. This suggests that the Czech Republic offers a dynamic range of property solutions to meet the shifting demands of the BPO industry.
While the Czech Republic offers a generally favorable environment for BPO activities, respondents feel that specific regulatory and financial aspects could benefit from reform.
Confidence in the investment promotion agency's ability to lobby for favorable regulations stands at a moderately low 60%, as does the perception that the country's CX and BPO players share cohesive views on maximizing industry success. The local BPO industry association fares better (72%), but it stands to improve substantially compared to other markets.
Regarding the image presented by competitors to international clients, confidence soars to 88%, suggesting an overall professional ecosystem. However, confidence in the government's provision of favorable legislation and financial incentives, such as tax abatements and training cost offsets, lags at a low 56%, despite its favored support for the BPO industry (80%) and non-interference with BPO operations themselves (84%).
Foreign policy orientation and electoral processes in the Czech Republic garner moderate confidence, with 76% and 88% ratings, respectively, indicating a relatively stable geopolitical and democratic landscape. A perfect rating (100%) in a peaceful power transition underscores a general belief in the country's political stability.
However, core government institutions and the civil service show room for improvement with 72% confidence, hinting at potential governance challenges. Law enforcement and the judiciary system fare better, with 76% and 80% confidence levels. Overall, the governance structure appears robust, but some vigilance is advised in institutional integrity.
Safety and law enforcement in the Czech Republic exhibit strong confidence ratings across the board. Foreign business travelers and the local labor force can expect a secure transportation and commuting environment, scoring a 100% confidence rating.
Local law enforcement's promptness and efficiency in responding to criminal activity and their trustworthiness are also highly rated at 96%, suggesting that safety and public security are well-managed, making the country an attractive destination for BPO operations and travel.
Public finances in the Czech Republic evoke moderate confidence with a 76% rating, suggesting cautious optimism for long-term investments.
Inflation levels are the primary concern for respondents, reflected by a 60% confidence rating. And while tax rate stability fares better at 68%, the middling scores indicate potential volatility.
Still, high confidence is seen in currency stability and public utility management, with 92% and 88% ratings, respectively, indicating robustness in these areas.
Confidence in Egypt's labor pool is notably high across multiple roles and functions. Respondents praised the ability to source high-quality front-line agents (94%), experienced supervisors (94%), and operational leadership (90%).
Talent for customer experience (CX) channels like non-voice and customer care scored a near-perfect 98%, and technical support is not far behind at 96%. Voice, a crucial channel, also garners a decent 88% confidence level, but the slightly lower rating suggests Egypt is heading towards a more digital-first value prop.
Hiring for social media and accounts receivable management is not a problem for respondents (94%), and recruitment for revenue generation is also strong (90%). Content moderation, however, lags slightly behind at 82%.
The public education system's ability to train language skills (72%) and prepare students for international roles (70%) raises some concerns. Acquiring permits or working visas for foreign workers appears to be another bottleneck (68%).
One respondent highlights the introduction of government training programs to enhance language and soft skills for public education graduates to serve offshore clients. Another points out that, as a developing country, Egypt's education system could still benefit from further enhancements.
Egypt's digital infrastructure commands strong confidence, with internet connectivity and fixed telephone lines each scoring 90%. Mobile voice coverage (88%) and 4G/5G services (84%) also earn respectably high marks.
The electricity and power grid outshines them all, boasting a 92% confidence level, indicating that the country is well-equipped to handle the technological demands of modern BPO operations. This benefit starkly contrasts with its regional competitor, South Africa, which continues to face significant challenges with the national power supply.
When it comes to mobility and lifestyle factors, public transportation is well-regarded (84%), while international travel connections and airport facilities both earn solid confidence levels at 82% and 92%, respectively, suggesting that employee commuting and international business travel are generally hassle-free experiences in Egypt.
Hotels and accommodations are a standout, scoring an impressive 96%. Food and restaurants achieve 100%, and leisure activities are nearly flawless at 98%, so BPO leaders perceive Egypt as a comfortable and enjoyable environment for business visitors.
The commercial real estate sector in Egypt resonates well with the needs of the BPO industry, as evidenced by the 88% and 90% confidence levels in modern "plug and play" facilities and the adaptability of existing spaces. Leasing options also hold their own, securing a 90% confidence level, which implies a range of viable options for new BPO entrants.
Regarding geographic reach, the 90% confidence level in sourcing property and talent across multiple cities speaks to Egypt's flexibility. Co-working spaces suitable for remote and temporary CX operations are in good standing, with 88% and 90% confidence levels.
Collectively, these respondent rankings indicate that Egypt's commercial property landscape is diverse enough to meet various BPO operational demands.
Views on Egypt's BPO industry ecosystem are varied among respondents. Confidence in ITIDA's lobbying for favorable regulations is moderate (78%), while the sense of unity among CX and BPO players in the country for maximizing industry success stands equally well (80%).
BPO peers are viewed as presenting a professional and attractive image to international clients (84%). Government support shows variability: willingness to engage in open dialogue is relatively high (82%). Still, the provision of favorable legislation is less assured (74%), and confidence in financial incentives like tax abatements and training offsets is even lower (66%).
Respondent comments offer additional insights, with one mentioning government plans to ramp up its promotion of Egypt as a favorable offshoring destination, which could bode well for the future of its BPO ecosystem.
Confidence in Egypt's foreign policy orientation is moderate (72%), while trust in the fairness and competitiveness of the electoral process fares better (80%). Expectations of a peaceful transition of power after elections are also respectably high (80%), suggesting general trust in Egypt's electoral process and overall governance.
In the realm of public services, law enforcement agencies and the judiciary system are viewed as essentially free from corruption, scoring 80%. Core government institutions (74%) and the civil service (76%) trail slightly, but the central bank stands out with a higher confidence level (82%).
Still, there's a perceived need for strengthening the backbone of core institutions and civil services. One respondent notes that the government has been making strides in anti-corruption measures, although another mentions that more needs to be done to ensure transparency.
Foreign business travelers can expect safety in Egypt, as evidenced by a very high confidence rating (96%). Firm belief in the local labor force's safety during commutes on public transportation is equally reassuring (96%), so international visitors and local employees can generally expect a secure environment.
Local law enforcement's ability to respond to criminal activity is rated well (84%), and their trustworthiness and helpfulness also garner a decent level of confidence (82%). While these figures affirm the effectiveness of law enforcement, they also hint at minor areas where trust and efficiency could be further enhanced.
Tax rate stability in Egypt garners moderate confidence, as underscored by a 76% rating. Conversely, the local currency's stability over the next year raises eyebrows (60%). Inflation expectations for the coming year also tread on shaky ground, with BPO leaders registering a cautious 66% confidence score.
Egypt's governance of public finances is held in relatively high regard, with an 80% confidence rating. Still, respondents believe that the government could do better regarding the management of publicly-owned utilities and services (68%), hinting at specific areas where improvement is required.
Amani Rabei, Chief Growth Officer, iSON Xperiences
Why did iSON Xperiences initially choose to operate in Egypt?
Amani Rabei: In 2018, iSON Xperiences’ acquisition of Wasla Outsourcing underscored our strategic move into Egypt. Since its inception in 2003, we effectively tapped into Egypt's multilingual talents, recruiting graduates skilled in English, French, and German.
At the time of the acquisition, Egypt's investment-friendly economic environment was unmistakable, a perk that persists today. Positioned at the intersection of Europe, the Middle East, and Africa, Egypt also offers an unmatched geographical edge. This, coupled with its cutting-edge tech infrastructure and the government's robust support for the BPO industry, reinforces our confidence in Egypt's potential.
What surprised you the most about Egypt's BPO ecosystem in 2023?
Amani Rabei: The recent spike in mergers and acquisitions in Egypt genuinely stood out. Small BPO players are joining hands with big industry names, and the boom of new companies in 2022 was unprecedented. This uptick ties back to the government's 2021 five-year strategy, geared towards enhancing the outsourcing and offshoring landscape.
With attractive incentives in place, major companies, iSON Xperiences included, are now more eager to expand their footprint in Egypt.
What makes you most confident about Egypt moving forward?
Amani Rabei: Egypt's commitment to technology and digital transformation is reshaping its BPO scene. Infrastructure upgrades, notably marine cable projects, and an overall uptick in technological adoption put Egypt in a strong position. Plus, clients continue to highlight high service level quality and net promoter scores, reflecting Egypt's diverse talent, which extends beyond big cities to places like southern Egypt, where iSON Xperiences is having tremendous success with impact sourcing.
Using Egypt's strong foundation as a backdrop, we at iSON Xperiences are advancing our BFSI services, especially in collections. With Egypt's resources, we're shifting towards analytics-driven approaches, highlighting our dedication to enhanced service delivery. On top of that, I believe that BPO is the industry that will transform the future labor market of Egypt.
From its two contact centers in Cairo, Egypt, international BPO iSON Xperiences provides inbound customer care, sales, collections and recovery, back office, HRO, and social media management services. Find out more at isonxperiences.com.
Ongoing confidence in Colombia’s labor pool is evident again this year, with high ratings for the availability of front-line agents (90%), supervisors (87.5%), and operational leaders (82.5%).
Voice, non-voice, customer care, technical support, content moderation, and social media management inspire 90% confidence and above, while accounts receivable and revenue generation achieve 85%.
Yet, confidence dips regarding the availability of foreign workers (65%) and the simplicity of acquiring work visas for them (70%). Respondents also rate the public education system at 72.5% for its ability to teach CX skills and train languages, potentially impacting the labor pool's readiness for international roles and likely contributing to a 9.1% decline in labor market confidence since 2021.
Colombia’s telecommunications infrastructure receives high marks, with Internet connectivity and fixed telephone lines at 95%. Mobile voice coverage (92.5%) and 4G/5G services (87.5%) are also strong, while a reliable power grid (90%) indicates a solid foundation for business operations.
Transportation-wise, airport facilities garner a respectable 85% rating, public transport is considered slightly less robust at 82.5%, and international travel connections are seen as relatively average at 80%. In the hospitality sector, food and restaurants score top marks (97.5%), while accommodations (92.5%) and leisure activities (90%) are also great selling points for business visitors.
As a BPO market, Colombia’s scalability is evident, with 92.5% confidence in the possibility of sourcing multiple cities for operations. Co-working spaces for remote and temporary CX delivery are also well-regarded, with 90% and 87.5%, respectively.
The country’s commercial property market shows continued promise, particularly in the availability of modern "plug and play" BPO facilities (85%) and easy-to-retrofit existing properties (87.5%).
Decent leasing (85%) and purchasing (87.5%) options are also apparent, positioning Colombia with a flexible and accommodating commercial property landscape well-suited for diverse BPO needs.
With the second-highest rating this year, Colombia’s country managers have undeniable confidence in the strength and cohesion of the national BPO sector.
Most respondents are satisfied (85% rating) that the local BPO industry association, BPRO, reflects industry needs well and agree that their competitors contribute positively to the industry's image (87.5%). Notably, confidence in investment promotion agency ProColombia’s ability to lobby for favorable regulations only stands at 75%, a sizable dip from the 97.8% rating in 2022.
Government support is generally robust but varies; a willingness to engage in open dialogue (85%) and the provision of favorable legislation (80%) fare well, yet confidence drops when looking at the financial support measures like tax abatements and training cost offsets for the industry (77.5%).
Colombia is generally seen as politically stable, only placing behind Belize and the Dominican Republic on a regional scale. Yet, some areas of public services require closer scrutiny.
The country’s electoral process is viewed favorably (75%), and peaceful transitions of power post-elections are even more trusted (82.5%). In comparison, confidence in core government institutions (65%) and civil service (67.5%) has room for improvement.
The central bank also fares well (80%), but mediocre trust in law enforcement agencies (72.5%) and the judiciary system (70%) suggests things could be better.
Foreign business travelers can expect safety in Colombia, as indicated by an 87.5% confidence rating and one respondent noting that “by staying informed and following your host’s advice, all visitors can enjoy a secure and pleasant experience”.
Commuting is also viewed as secure for local workers (82.5%), while local law enforcement is generally accepted as efficient (80%), trustworthy, and helpful (82.5%).
Moving into 2024, doubts surrounding reliable tax rates (77.5%), manageable inflation (70%), and a stable currency (67.5%) are apparent among respondents, while the government’s ability to manage public finances (75%) and publicly-owned utilities and services (70%) doesn’t inspire much confidence.
Overall, Colombia achieves a slight year-on-year improvement in this category (0.9%), yet there is plenty of room for growth.
Andrés Arcila, CEO, BPO Global Services
What drives your clients' confidence in Colombia as a BPO delivery point?
Andrés Arcila: Clients are drawn to Colombia's BPO services for reasons that go beyond spreadsheets and bottom lines. Yes, the cost benefits are clear—we offer an attractive economic edge. But what resonates more profoundly is the dedication to quality that shines through our workforce, honed by robust education and training. It's the human touch in every interaction that sets us apart.
Our location, too, connects us seamlessly to North American partners, allowing easy travel and in-sync communication. And when it comes to language, our teams don't just 'speak'—they culturally connect, understand, and engage fluently in English, enriching every customer interaction. With a spectrum of services that cover everything from customer care to tech and financial tasks, Colombia’s practicality and passion are what make it stand out as a BPO hub.
What surprised you the most about operating in Colombia in 2023?
Andrés Arcila: My biggest surprises operating in Colombia this year center on the remarkable technological strides we’ve made. Integrating artificial intelligence, robotic process automation, and data analytics has dramatically refined our BPO services' efficiency and precision. More than just a technological revolution, it’s the way these tools have enabled Colombia to personalize service delivery that’s been truly remarkable.
Additionally, there’s been a heightened focus on cybersecurity this year, highlighting the country’s proactive stance in protecting our digital ecosystem. The seamless adoption of flexible work models, such as remote setups, has also been ramping up, as has the industry’s drive towards sustainability and corporate social responsibility, signifying a cultural shift in our operational approach.
What drives your confidence in Colombia moving forward?
Andrés Arcila: Our confidence in Colombia’s future is deeply rooted in the strengths that this vibrant country offers, starting with its rich pool of skilled professionals and a cultural commitment to excellence, which enables us to provide consistently high-quality services. Plus, our ability to be agile and responsive is empowered by Colombia's strategic position—its economic stability, time zone alignment with key markets, and rapid technological adoption.
The country's focus on education and professional development allows for a constant flow of talent into our operations. At the same time, its reliable infrastructure supports our 24/7 service capability, offering robust connectivity that ensures we're always reachable and always ready. These facets of Colombia not only fuel our confidence but also instill a sense of trust in our international clients, underpinning our ongoing investment and growth in the country.
From its home base in Bogotá, Colombia, BPO Global Services offers CX, sales and retention, customer service, collections, KPO, and ITO services to clients on every continent. To learn more, visit bpogs.com.
Belize's BPO industry leaders are upbeat about their local labor market, particularly praising the ease of finding talented front-line agents for voice, non-voice, and customer care, all with a 93.3% confidence rating.
Yet, regarding niche areas, there's a sense of untapped potential. Confidence in finding specialists for technical support (73.3%), accounts receivable management (73.3%), social media management (70%), and revenue generation (70%) is moderate, with content moderation talent (63.3%) identified as the area most lacking.
Leadership talent also gets a thumbs-up, though with a nudge for more development; supervisory (86.7%) and executive (83.3%) talent is considered relatively easy to find, but the talent pool could still benefit from advancement in these areas.
Belize’s public education system earns kudos for equipping students with language skills and CX acumen (83.3%), hinting at a strong foundation that BPO firms could build on. As for bringing in global talent, the visa and work permit process is seen as manageable (80.0%), yet there's a slight reservation that international talent is available (76.7%), suggesting a lean towards local recruitment.
Belize's telecommunications infrastructure is highly regarded by BPO country managers, with mobile voice coverage (90.0%), fixed telephone lines (86.7%), internet connectivity (83.3%), and the availability of 4G and 5G services (83.3%), all receiving strong confidence ratings.
Utility services, particularly the electricity and power grid (83.3%), are also trusted to provide a stable supply for business continuity. However, public transportation services (73.3%) appear to be an outlier in the otherwise favorable assessment, suggesting potential barriers to efficient commuting for the local workforce.
Moreover, while airport facilities (80.0%) and international travel connections (76.7%) are considered adequate, there is an indication that further investment could improve the country's accessibility. High confidence in hotels and accommodations (80.0%), food and restaurants (83.3%), and leisure activities (90.0%) reflects the country’s well-known hospitality offering, particularly in tourist regions.
BPO leaders view Belize’s commercial property market with lukewarm confidence, stressing that the availability of property for purchasing (83.3%), retrofitting (73.3%), or turnkey BPO operations (60%) could be better.
The most substantial trust is placed in the availability of leasing options (90%), indicating a favorable market for companies looking to establish or expand without too much commitment. Co-working spaces, both for remote (73.3%) and temporary CX delivery (70.0%), are also present, albeit to a lesser extent, pointing to a growing but not yet fully matured segment of the property market.
Equally, the opportunity to expand BPO operations across multiple cities is regarded with moderate confidence (76.7%), which could signal a limit to the opportunities for geographic expansion within the country.
Country managers in Belize hold moderately high confidence in the Investment Policy & Compliance Unit’s (IPCU) influence on government policy to benefit the industry (80.0%), expressing optimism about the IPCU's role in fostering a growth-conducive environment for BPO operations.
However, the sentiment is more tempered regarding the cohesion among local CX and BPO organizations and the professional image of Belizean BPO firms as perceived by international clients (both at 76.7%). While respondents agree on some degree of unity, there is potential for greater synergy to attract global business.
The government's role in creating a supportive legislative framework is viewed with cautious optimism (73.3%), hinting at a desire for more robust legislative backing. Financial support from the government is the most significant concern, with the lowest confidence score (63.3%), pointing to a clear call for more substantial economic incentives and support.
There is also a moderate appreciation for the government's hands-off approach regarding international promotion (76.7%) and respect for operational independence (76.7%), suggesting that the government's current level of engagement is not seen as an obstacle to the sector's efforts to compete globally.
Belize's BPO industry leaders strongly believe in the country's political resilience, with high confidence in peaceful transitions of power after elections (86.7%), the government's foreign policy orientation (80%), and the overall electoral process (80%).
However, the integrity of public services comes into question, with low trust in core government institutions (60%) and law enforcement agencies (60.0%) suggesting concerns about their vulnerability to corruption and influence. The civil service is viewed slightly more positively (63.3%), yet still within a range that indicates poor transparency and ethical governance.
The central bank (73.3%) and the judiciary system (70.0%) are seen as relatively more dependable, although not without reservations. One respondent mentioned “unseen political influence and backdoor favors,” highlighting the somewhat skeptical view of these institutions.
Confidence is notably high for the safety of foreign business travelers and local labor force commuting, with 93.3% and 90% ratings, painting a picture of a secure destination for international businesses and their local workforce.
Conversely, the confidence in local law enforcement's responsiveness to criminal activity (73.3%) and their overall trustworthiness and helpfulness (73.3%) is moderate. While not viewed as a critical issue, respondents appear to have an appetite for more reliable security forces.
BPO leaders in Belize are only moderately confident in the government's management of public finances (66.7%). Yet, its ability to manage publicly-owned utilities receives a higher level of trust (83.3%), indicating competent oversight of essential services for BPO.
Tax rate stability is viewed with equal favorability (83.3%), and expectations that inflation will remain under control in 2024 are relatively optimistic (73.3%). Still, the most decisive vote of confidence is in the stability of the local currency (93.3%), suggesting that currency risk is not a significant concern for the BPO sector in Belize.
Scott Newman, CEO, Transparent BPO
Why did Transparent BPO initially choose to set up shop in Belize?
Scott Newman: First and foremost, Belize is the only Central American country where English is the native and primary language, so we immediately recognized the immense value its talented workforce could offer.
As a former British colony, the country’s original legal, political, and educational systems are still intact, aligning Belize closely with the United States from a cultural and operational standpoint.
Add to that Belize’s solid technological and communications infrastructure and its convenient proximity to both the US and Canada, and we instantly knew we had all the right pieces for a successful BPO operation.
What has surprised you the most about Belize in 2023?
Scott Newman: Belize is finally getting the attention it deserves as a top-notch nearshore and offshore BPO delivery point.
The BPO industry is the country's fastest-growing sector right now, and it's even caught the government's attention. They've marked it as a priority, so it will likely continue to proliferate. This kind of attention and support from the government also adds an extra layer of stability and confidence for businesses looking to operate here.
What makes you most confident about Belize moving forward?
Scott Newman: The ongoing industry investment and the government’s focus on BPO strongly indicate sustainable growth. The ecosystem is evolving in a way that specifically benefits BPO providers, setting the stage for long-term success.
And as customers expect higher-quality voice services from brands, Belize is well-positioned to meet this demand, offering a close-to-home, English-speaking solution for North American companies that want to up their voice CX game.
From its call centers in Belize City and Belmopan, Transparent BPO offers customer care, tech support, inbound/outbound sales, back office, customer retention, home services, and appointment setting services to its nearshore clients. Find out more at transparentbpo.com.
Mexico's BPO labor market is still a powerhouse in the American nearshore, according to country managers. The confidence in sourcing quality front-line agents is exceptionally high (95%), and experienced supervisors and operational leadership are not far behind (90% each). Specialized roles in voice (97.5%), non-voice (92.5%), customer care (95%), and technical support (90%) also receive glowing endorsements.
When it comes to specialized roles, the landscape is varied. Social media management, accounts receivable management, and revenue generation are met with high confidence (82.5% each), but content moderation lags (77.5%). Equally, confidence in the public education system's ability to prepare students for the industry is moderate, scoring 77.5% for language skills and 80% for CX role alignment.
Recruiting foreign workers is another sticking point, reflected in a low confidence score of 65%. Interestingly, this isn't due to difficulties in acquiring work permits, which holds a more optimistic rating (82.5%).
Insider comments add depth to these numbers. One respondent praises Mexico's talent pool and cultural affinity to the United States but cautions about labor costs. Another highlights the government's pro-outsourcing stance and efforts to promote English language skills, which aligns well with the BPO sector's needs.
Country managers in Mexico consider the digital backbone for BPO operations to be rock-solid, highlighting near-perfect confidence in internet connectivity (97.5%) and fixed telephone lines (95%). Mobile and 4G/5G services also earn high marks (92.5%), reinforcing the country's tech-readiness. The country's power grid and energy infrastructure, crucial for uninterrupted operations, is similarly viewed as highly reliable, with a 95% confidence score.
Mexico excels when it comes to quality of life factors essential for attracting global investment. Hotels and food are universally acclaimed, each with a 100% confidence rating. Leisure activities are almost equally esteemed (97.5%). For global connectivity, airport facilities and international travel connections are well-regarded (87.5%), while public transportation for employee commuting is also highly trusted (87.5%).
One BPO leader added context, emphasizing Mexico's targeted investment in telecom infrastructure and its strategic focus on catering to U.S. business needs.
In the global ranking for commercial property, Mexico holds its own, securing the third spot right behind India and the Dominican Republic. Country managers are particularly bullish on the availability of turnkey "plug and play" BPO facilities, which earn a 92.5% confidence rating. Retrofitting existing spaces is almost as promising, with a 90% score. Leasing options outshine both, boasting a near-perfect confidence level of 95%.
Geographic flexibility is another strong suit. The capacity to find suitable property and talent in various cities is highly regarded (90%). Whether designed for remote customer experience delivery (90%) or temporary setups (90%), the availability of co-working spaces also received favorable scores. The option to outright purchase commercial property is equally compelling, with a 90% confidence rating.
The high scores across the board signal that Mexico offers a dynamic and flexible commercial property environment well-suited to meet diverse BPO operational needs.
Despite its reliable labor, infrastructure, and property options, Mexico's BPO ecosystem has its share of hurdles this year. Since the country's investment promotion agency, Promexico, was shut down in 2018, the government's lobbying capabilities for BPO-friendly regulations don't inspire high confidence (60%). This is underscored by a respondent who states that the government has yet to fully acknowledge the BPO sector's economic potential, unlike other industries like fossil fuels and mining.
Internal industry dynamics offer a brighter outlook. Cohesion among BPO players for maximizing success is strong, reflected in a 77.5% confidence rating. Additionally, respondents consider their competitors adept at crafting a professional image for international clients (87.5%).
Government support, however, is viewed as inconsistent. Open dialogue and legislative backing are moderate (70%), but financial support is notably weaker at 57.5%. Respondents voiced concerns about recent laws that have added immediate costs to operations without offering a timeframe to adapt. One comment highlights the stark contrast between local and federal government priorities, noting that the latter has not prioritized the BPO industry's needs—a necessary change if the country's BPO potential is to be fully realized.
Positioned in the middle of the Latin American pack—trailing behind Belize, the Dominican Republic, and Colombia but outpacing Guatemala, Jamaica, and Honduras—Mexico's political landscape is a study in contrasts for BPO country managers, offering both opportunities and challenges that could influence its standing in the nearshore market.
Respondents agree that Mexico excels in ensuring peaceful post-election power transitions, a strength underscored by a high 87.5% confidence rating. However, the fairness and competitiveness of the electoral process elicit more moderate confidence, landing at a lukewarm 72.5%.
Regarding public services, the picture is equally nuanced. Law enforcement agencies and the central bank garner a respectable level of trust (77.5%), but core government institutions, the civil service, and judiciary system fall short, with ratings hovering between 62.5% and 65%.
For foreign business travelers, Mexico is considered a secure destination by BPO managers, boasting a near-perfect 95% confidence rating. The safety of the local labor force during commutes on public transportation is also highly regarded, scoring a robust 92.5%.
However, when questioned about the capabilities of law enforcement, respondents' sentiments are more reserved—the ability to respond to criminal activity earns a moderate confidence rating of 77.5%, and trustworthiness and helpfulness are only slightly lower at 75%.
BPO country managers in Mexico express cautious optimism about the nation's economic stability. Effective governance in public finances and utilities is met with a moderate 77.5% confidence, while tax rate stability expectations for the next year are close behind at 75%. Inflation expectations for the upcoming year elicited 77.5% confidence from respondents, indicating a tempered outlook.
The peso's stability over the next year is the outlier, eliciting a more reserved 70% confidence score. So, while Mexico's fiscal environment is generally viewed as stable, the local currency's potential volatility remains a concern for industry leaders.
Juan Caire, CEO, Alliance BPO Services
What drives your clients’ confidence in Mexico as a BPO delivery destination?
Juan Caire: In my experience, clients trust Mexico because of a blend of geographical, economic, and cultural factors. Our nearshore proximity to the United States enables real-time collaboration, bolstered by Mexico's pool of highly skilled professionals who bring diverse expertise and cultural affinity to the table.
Infrastructure-wise, Mexico’s technology and facilities meet global standards, while robust data protection laws, strategic trade agreements, and supportive policies offer a secure, business-friendly climate.
Above all, Mexico’s BPO providers understand the nuances and dynamics of operating on a global scale, giving international clients confidence that they’ve found a reliable, efficient, and culturally compatible outsourcing partner.
What surprised you the most about Mexico's BPO ecosystem in 2023?
Juan Caire: This year, we’ve seen a surge in demand for BPO services, and it’s accelerating faster than anticipated.
Clients are actively seeking the unique blend of expertise and agility that the BPO industry has cultivated here in Mexico. Global brands are searching for partners who can pivot swiftly with market changes and integrate cutting-edge technology seamlessly into their operations.
This ability to deliver a robust, adaptable service in a complex market is really driving Mexico’s BPO growth. It's both challenging and exciting to see how much clients rely on the value we bring to the table.
What makes you most confident about Mexico moving forward?
Juan Caire: My confidence in Mexico's future within the BPO sector stems from witnessing its heightened reputation and growing presence in the economy—a sure sign that companies worldwide and domestic players see its long-term value.
Seeing Mexico's BPO sector earn its stripes on the global stage cements my belief in its staying power and strategic importance in the worldwide market.
Located in Hermosillo, Sonora, Mexico, Alliance BPO provides sales, customer care, lead generation, back office, and process optimization services to nearshore clients in the United States and Latin America. Find out more at alliancebpo.net.
Guatemala shines when sourcing talent for specific CX channels. Voice (97.1%), customer care (97.1%), and non-voice (94.3%) are met with near-universal confidence, while technical support (91.4%) follows close behind. Social media (91.4%) and accounts receivable (88.6%) management are also strong suits.
Equally, respondents don't expect problems sourcing quality front-line agents (91.4%), experienced supervisors (94.3%), and operational leadership (91.4%). Yet, there's a minor dip in confidence in sourcing talent for revenue generation (82.9%) and content moderation (85.7%), indicating areas where skills development could pay off. There's also evidence of hurdles in recruiting foreign workers, as evidenced by a low confidence score of 62.9%, while acquiring work permits for them is seen as somewhat more manageable (74.3%).
The public education system's capacity to cultivate world-class language skills and groom students for global roles is also a little tenuous, with moderate confidence levels of 71.4% and 68.6%, respectively. One respondent emphasized that Guatemala is advancing in BPO activities through synergies between public and private sectors but called attention to the need for a more focused English language education strategy.
Guatemala's digital infrastructure is standout, commanding 94.3% confidence ratings in internet connectivity, fixed telephone lines, and mobile voice coverage. Both 4G and 5G networks also earn high marks (88.6%), suggesting a tech-ready environment for BPO operations. Utilities like electricity and power are dependable but slightly less so (85.7%). One respondent cautions that these utilities may not be as reliable in secondary cities outside the capital, Guatemala City.
When it comes to lifestyle amenities, Guatemala doesn't disappoint. Hotels, food, and leisure activities earn near-perfect confidence scores (97.1%), depicting a comfortable and enjoyable locale for business visitors. Airport facilities are solid (85.7%), and international travel connections are more than adequate (77.1%). However, the domestic public transportation system could use some upgrades, as indicated by its significantly lower confidence score (62.9%).
Guatemala's commercial property sector is well-poised to accommodate the needs of new BPO entrants. With a very high level of confidence (91.4%) in retrofitting existing spaces and leasing options, the market comes across as adaptable and responsive. Modern "plug and play" BPO facilities also garner strong approval (88.6%), indicating a market that's well-prepared for rapid operational deployment.
While co-working spaces and property purchasing options are highly regarded (82.9% each), they don't quite provoke the same enthusiasm, making leasing and retrofitting the standout options in Guatemala.
Geographic flexibility presents a more nuanced picture; the ability to source talent and facilities across multiple cities holds a high but not exceptional confidence rating (80%), which aligns with concerns about the reach of reliable digital infrastructure beyond the capital. Overall, Guatemala offers a robust, if slightly uneven, commercial property landscape for BPO ventures.
Confidence levels in Guatemala's BPO ecosystem vary across different aspects. Invest Guatemala's lobbying efforts for industry-friendly regulations elicit moderate confidence (74.3%), while the sense of unity among industry players for maximizing international success is more promising (80%). The local BPO association's alignment with industry needs also falls within the moderate confidence range (77.1%), suggesting that stakeholders could be more in sync.
Government support is another mixed bag: the willingness for open dialogue, the provision of fiscal incentives, and agreeableness around favorable legislation are all relatively moderate (77.1%), yet the government's hands-off approach in international promotion and BPO operations themselves is well-received, scoring at 82.9% and 88.6%, respectively.
On the brighter side, respondents feel that their industry peers excel at presenting a compelling image of Guatemalan BPO to international clients, as indicated by a high 88.6% confidence rating.
Respondents view Guatemala's foreign policy orientation with high confidence (82.9%) but express more caution about the electoral process, evidenced by a moderate score of 65.7%. Confidence in the prospect of a peaceful post-election transition eases some concerns but still only received a lukewarm rating (77.1%).
In the realm of public services, respondents hold law enforcement in relatively high regard (82.9%) yet show less trust in core government institutions and the judiciary, which score below the report average at 57.1% and 54.3%, respectively. Both the central bank and civil service elicit slightly better confidence, with 68.6% and 60% ratings, suggesting that these institutions could use some reform to bolster trust among BPO executives.
For the safety and security of international business travelers, Guatemala earns high marks, reflected in a robust confidence rating of 91.4%. However, on the domestic front, the situation is more mixed.
Employee safety during commutes on public transportation and the efficiency of local law enforcement both received moderate confidence scores (77.1%). The general trustworthiness and helpfulness of the local law enforcement appear even more concerning, eliciting a relatively low confidence level of 68.6%.
Collectively, these ratings indicate that while Guatemala is a secure choice for foreign visitors, domestic safety areas warrant attention, mainly if the country aims to bolster its reputation as a secure nearshore destination.
BPO country managers have confidence in the stability of Guatemala's economic environment this year. However, the government's management of public finances is a point of concern, evidenced by a low confidence score of 68.6%.
Expectations for inflation levels over the next year are somewhat more optimistic yet still moderate, with a 74.3% confidence rating. Conversely, confidence in the stability of tax rates and the local currency reaches 82.9% and 88.6%, respectively. Trust in the effective governmental oversight of public utilities and services is also relatively stable, inspiring an 80% confidence rating, so addressing trust issues on the financial side could unlock new levels of investor confidence and operational success.
Confidence in Poland's labor market for BPO roles is somewhat mixed. While BPO managers are highly confident in sourcing talent for non-voice digital channels (94.3%), customer care (88.6%), and technical support (88.6%), they face challenges in other areas.
Social media management (85.7%), accounts receivable management (82.9%), and content moderation (80%) are less straightforward to staff, with revenue generation being the most problematic, reflected in a 68.6% confidence rating.
The situation is similar when it comes to leadership roles. While there's strong confidence in recruiting quality front-line agents (85.7%), operational leaders (85.7%), and experienced supervisors (82.9%), the landscape changes regarding non-Polish talent. The ability to attract foreign workers is met with caution (71.4%), exacerbated by the hurdles in acquiring work permits for them (62.9%).
The public education system is a point of concern, scoring low to moderate in its ability to train language skills (68.6%) and prepare students for international roles (71.4%). One respondent expressed that the high language skills often attributed to Polish nationals are usually acquired through private education or self-learning rather than the public system.
Poland's infrastructure is a standout, especially in the European context, securing a top-five ranking and trailing only behind the Czech Republic in the continent.
BPO managers express near-unanimous confidence in the country's internet connectivity, fixed telephone lines, and mobile voice coverage, each scoring a 97.1% rating. The reliability of 4G and 5G networks is also well-regarded, with a 94.3% confidence rating.
Utilities like electricity and the power grid are highly reliable (91.4%), as are airport facilities and international travel connections (91.4% and 94.3%, respectively). Public transportation, often crucial for employee commuting, is the only area that slightly lags but still holds a high rating of 88.6%.
Lifestyle amenities are not to be overlooked. Hotels and food each boast a 97.1% confidence level, while leisure activities are also highly regarded, at 94.3%, reinforcing Poland as a comfortable and convenient location for business visitors. One respondent even expressed an opinion that Poland's local markets surpass those in more developed Western European countries in quality and quantity.
Poland leads the pack in Europe for its commercial property offerings, particularly excelling in the adaptability of existing spaces for BPO operations (91.4%) and the variety of leasing options (91.4%).
The option to outright purchase property for BPO operations in Poland also holds up, with an 85.7% confidence rating, and the country's geographic flexibility is equally noteworthy (91.4%), suggesting that BPO entrants have several cities to choose from.
While the availability of modern "plug and play" facilities is met with slightly more cautious optimism (82.9%), co-working spaces are gaining traction for both remote (88.6%) and temporary (85.7%) CX delivery. Yet, one respondent pointed out that the co-working trend, although flourishing, is more aligned with startups than large BPO operations.
Poland's BPO ecosystem is a study in contrast, despite holding the highest rank for this category in Europe. There's strong confidence in the industry's cohesion (82.9%) and its ability to present a professional face to the world (85.7%). Respondents also consider the local BPO association to align well with industry needs, scoring an 85.7% confidence rating.
However, confidence in the government's role is less encouraging, with the investment promotion agency's lobbying efforts for favorable regulations garnering only moderate confidence (77.1%). Open dialogue with the industry is also met with moderate confidence (71.4%), and the provision of favorable legislation and financial support is even less promising (62.9% each). The government's hands-off approach in international promotion and BPO operations also receives lukewarm ratings (74.3% and 77.1%, respectively), suggesting that the state could do more to foster a conducive environment for BPO growth.
One respondent criticized actions of the Law and Justice party that hinder operational efficiency, such as limiting remote work options and imposing additional pension fund requirements, adding that the related operational costs make Poland less competitive than other regional players. Yet, in Poland's October 2023 elections, voters opted for a democratic coalition over the eight-year incumbent government, setting the stage for significant change.
Confidence in Poland's political landscape is mixed, ranking just above Serbia in the European region. While the country's ability to ensure a peaceful transition of power after elections evokes moderate confidence (71.4%), trust in the electoral process itself elicits a more cautious 65.7%.
Public services offer a similar picture. Law enforcement agencies and the judiciary system hover around moderate confidence levels (74.3% and 77.1%, respectively), suggesting they are generally reliable. One respondent pointed out the EU sanctions against Poland due to government interference in the judiciary, adding a layer of complexity to these ratings.
Core government institutions (65.7%), civil service (77.1%), and the central bank (71.4%) also fall within the moderate range, but confidence in the government's foreign policy standing is markedly low (57.1%), indicating a potential need for targeted reforms across the board.
BPO leaders have high confidence in the level of safety and security in Poland. Foreign business travelers can expect a high level of safety, backed by a 97.1% confidence rating. The local labor force's safety during commutes on public transportation is no cause for concern, scoring a perfect 100%.
However, the situation is more nuanced when it comes to law enforcement. While their ability to respond to criminal activity is met with high confidence (85.7%), confidence in their trustworthiness and helpfulness is moderate (77.1%). One respondent noted that while the country generally has a trustworthy law enforcement system, there are instances where they may disregard specific situations, such as cases related to discrimination.
With the lowest ranking in Europe, Poland's economic stability could be a point of concern. Confidence in the management of public finances is shallow at 57.1%, and the outlook on inflation control for the next year isn't much better, standing at 60%.
Tax rate stability and the management of publicly-owned utilities and services are also met with lukewarm confidence, both hovering around 62.9%. The local currency's stability is the only aspect that fares slightly better yet still falls short of inspiring high confidence at 68.6%.
One respondent raised questions about the government's financial sustainability, citing undisclosed cash incentives and subsidies as a reason for concern. This adds another layer of uncertainty to an already shaky economic landscape, indicating a need for BPO market entrants to perform adequate due diligence in this category.
Wiktor Doktór, CEO, Pro Progressio
Achieving the highest rank in Europe this year, Serbia's labor market inspires high confidence from local BPO managers. Front-line agents (95.6%), operational leadership (88.9%), and roles such as customer care (97.8%) and technical support (95.6%) all receive strong endorsements, as do voice (97.8%) and non-voice digital front-line operators (93.3%).
When it comes to other specialized roles like social media management (84.4%), accounts receivable management (86.7%), and content moderation (88.9%), the confidence levels are closely aligned, indicating a consistent talent pool across different functions. However, supervisory roles (82.2%) and revenue generation (80%) are considered slightly more difficult to fill.
Still, public education is a mixed bag, with respondents showing high confidence in its ability to train world-class language skills (95.6%) but less in preparing students for international CX roles (80%). The recruitment of foreign workers and the acquisition of work permits are the main areas of concern, both scoring low at 60%, hinting at a potential hurdle for BPO operators in Serbia.
Serbia's infrastructure commands a high level of confidence, earning it the second-highest global and European ranking this year. The near-perfect confidence ratings for internet connectivity (95.6%), mobile voice coverage (95.6%), and 4G and 5G services (95.6%) indicate the presence of a robust digital backbone for BPO activities. Fixed telephone and broadband lines hold an equally respectable confidence rating of 88.9%.
The strong confidence in the electricity and power grid (95.6%) and public transportation (95.6%) suggests that Serbia offers a stable environment for BPO operations and convenient commutes for employees. Airport facilities are also highly regarded (95.6%), although other international travel options like trains and buses are seen as slightly less dependable at 84.4%.
When it comes to lifestyle amenities, Serbia doesn't disappoint. Perfect confidence scores in hotels, food, and leisure activities (100% each) indicate that the country offers an appealing quality of life and is well-suited for both business and relaxation.
Serbia's commercial property landscape presents a mixed bag for BPO managers, ranking only ahead of Kosovo in the region.
Leasing options stand out as the most reliable aspect (86.7%), suggesting that new entrants have a fair amount of choice when securing short-term spaces. The ability to source property across multiple cities (82.2%) and the availability of co-working spaces for both remote and temporary CX delivery (82.2% each) also inspire moderate confidence, underscoring this operational flexibility.
However, the scores dip when it comes to the availability of modern "plug and play" facilities (73.3%) and the ease of retrofitting existing properties (77.8%). Purchasing commercial property for BPO operations is met with slightly higher confidence (80%) but still falls in the moderate range. By focusing on these areas, Serbia could elevate its commercial property landscape to match the confidence levels seen in most other Eastern European delivery points.
Confidence in Serbia's BPO ecosystem is generally moderate to low, placing the country third from last in the rankings, only ahead of Romania and Kosovo.
The highest confidence is in the industry's image, with competitors perceived as presenting a professional, attractive image to international clients (82.2%). However, the Development Agency of Serbia's ability to lobby for favorable regulations lags, with a confidence rating of just 68.9%.
Confidence in the government's willingness to engage in open dialogue and provide favorable legislation is equally moderate (62.2% each). Financial support, such as tax abatements and training cost offsets, is the lowest-scoring aspect, with a mere 53.3%, suggesting that the government could do more to incentivize the BPO sector's growth.
The absence of a BPO industry association is also a point of concern (62.2%), as is the government's non-interference with the industry's international promotion (66.7%) and BPO operations themselves (73.3%). Given these figures, Serbia could benefit from a more collaborative approach between the government and the BPO sector to catalyze growth and external investment.
Serbia's political stability is a significant concern for BPO stakeholders, ranking with the lowest confidence rating worldwide this year. Confidence in the country's foreign policy orientation and the ability to ensure a peaceful transition of power after elections is moderate at best (60% each). Opinions on the fairness and competitiveness of the electoral process fare even worse, resulting in a meager confidence rating of 46.7%.
Faith in public services is equally troubling. The absence of corruption in core government institutions (48.9%) and the judiciary system (51.1%) is met with skepticism, implying a lack of trust in the foundational pillars of governance. Respondent trust in the civil service (53.3%), central bank (60%), and law enforcement agencies (60%) doesn't look much better, suggesting systemic issues that warrant further investigation and due diligence.
Overall, Serbia appears to be facing an uphill battle to improve its political stability in the eyes of its BPO stakeholders, with respondents calling for a comprehensive review and reform of electoral processes and public services.
Safety and security are two of Serbia's strong suits, according to respondents. Both the safety of foreign business travelers and the local labor force during commutes elicited a perfect 100% confidence rating, compounding the positive sentiments BPO managers expressed around local talent and infrastructure.
Law enforcement's ability to respond quickly and efficiently to criminal activity is also highly regarded, with an 86.7% confidence rating, while their trustworthiness and helpfulness are close behind at 84.4%, implying that the police are generally effective and reliable despite the earlier expressed belief that corruption is present on an institutional level.
BPO managers anticipate a stable 12-month environment when it comes to tax rates (86.7%), yet less so for currency fluctuations (75.6%) and inflation levels (55.6%).
Echoing sentiments in the political category, confidence in the management of public finances (53.3%) and publicly-owned utilities and services (64.4%) is less than optimistic, indicating more concerns about the country's governance. Still, one respondent expressed optimism about Serbia's economic future, citing the country's effective handling of previous global unrest as a reason for confidence.
Opinions on South Africa's BPO labor market show a blend of strengths and areas for improvement. The confidence in sourcing quality front-line agents is remarkably high (96.4%), and specialized roles in customer care (98.2%) and voice (98.2%) are similarly well-regarded. This high confidence is echoed by one respondent who notes South Africa's "massive pool of labor in almost all sectors," attributing it to the country's diverse cultural environment and advanced infrastructure.
The presence of experienced supervisors (89.1%) and operational leadership (88.2%) also elicits high confidence, as does talent for revenue generation roles (90.0%). Yet, content moderation (75.5%) and accounts receivable management (81.8%) are areas where talent could benefit from development.
The situation regarding foreign workers is less rosy. The confidence in recruiting foreign talent is low (57.3%), and the ease of acquiring work permits is equally concerning (56.4%). One respondent mentions that while government agencies are dedicated to assisting with work visas, the process involving the South African Qualifications Authority (SAQA) is complex and backlogged, leading to "major disruption and increased costs."
Public education is another point of contention, with only moderate confidence ratings for its ability to train in world-class language skills (67.3%) and prepare students for international CX roles (65.5%). However, one respondent highlights recent "marked improvements" in public education and changes to the curriculum. Another points out that the BPO sector has implemented robust processes to recruit, train, and upskill individuals, somewhat mitigating any shortcomings of the public education system.
Respondents believe that South Africa's digital infrastructure is robust, with high confidence in internet connectivity (91.8%), mobile voice coverage (86.4%), and 4G and 5G services (86.4%). Fixed telephone lines and broadband also hold their own, albeit with a slightly lower confidence rating of 84.5%.
Conversely, the electricity and power grid is a glaring concern, with a confidence rating of just 50.9%. Still, several respondents noted that while the national utility struggles to meet demand, the private sector for alternative energy is booming, and businesses have also adapted with backup energy solutions to mitigate disruptions.
Public transportation in South Africa is another area for attention, with a moderate confidence level of 64.5%. In contrast, airport facilities for international travel are highly trusted (90.0%), and international travel connections like trains and buses are viewed as relatively reliable (74.5%).
For business visitors, South Africa's hotels and food options have exceptional confidence ratings of 95.5%, as do leisure activities with 93.6%. One respondent highlighted South Africa's capability to host major international sporting events as evidence of its reliable hospitality infrastructure.
BPO managers express mixed opinions on South Africa's commercial property market. Confidence in leasing commercial property for BPO (90.0%) and sourcing multiple cities for CX/BPO operations (90.9%) is high, indicating a flexible and accommodating destination. This is further supported by one respondent's comment about the booming property industry and its flexibility in setting up BPO operations quickly.
However, the market for modern "plug and play" BPO facilities lags (79.1%), suggesting room for improvement in ready-to-use infrastructure. The confidence in co-working spaces, both for remote CX delivery (81.8%) and temporary facilities (82.7%), is better, but these options may not be widely available or embraced by BPO providers.
The ability to retrofit existing commercial property (86.4%) and to purchase commercial property for BPO (85.5%) both receive strong endorsements. A respondent noted a significant shift in the property market towards bespoke solutions, aligning well with these high scores.
Cohesion within South Africa's BPO ecosystem is evident, with respondents expressing high trust (87.3%) in their competitors' ability to market the country to global clients and the existence of a unified industry ambition (83.6%).
These sentiments are echoed by the view that the various outsourcing industry bodies present in South Africa are in-tune with the sector's needs (82.7%), with one respondent highlighting their proactive, collaborative relationship with BPOs.
Yet, the mood shifts slightly when the spotlight turns to government involvement. The investment promotion agency's ability to lobby for favorable regulations is relatively well-regarded (81.8%). There's also a moderate level of trust in the government's openness to dialogue with BPO players (80.0%), but confidence wanes in areas like favorable legislation (74.5%) and financial incentives (78.2%) for the industry. Respondents point out that the government has shown some support through policy and commercial investments, but there's room for improvement.
Regarding operational freedom, there's only moderate confidence that the government will not adversely interfere with the industry's international promotion (78.2%) or operations (82.7%), something to be aware of if entering as a new provider.
South Africa's political landscape yields varying confidence levels across different aspects of governance. The country's ability to ensure a peaceful transition of power after elections is met with high confidence (81.8%) and the fairness and competitiveness of the electoral process also garner a moderately favorable rating (79.1%). One respondent even highlighted South Africa's stable democracy, noting its history of peaceful electoral cycles.
However, the integrity of core government institutions raises concerns, with a low confidence rating of just 49.1%. Trust in the civil service and law enforcement agencies also leans on the low side (55.5% each), indicating respondent skepticism about their freedom from corruption or outside influence. In contrast, the judiciary system (76.4%) and the central bank (79.1%) are viewed as somewhat more reliable, suggesting they are less susceptible to corruption.
Confidence in the safety of foreign business travelers is relatively high (85.5%), suggesting that international clients and stakeholders can expect a secure environment. However, the ratings dip regarding the safety of commuters on public transport (71.8%). This is a critical point for BPO companies that rely on a local workforce, as it could impact employee retention and overall operational efficiency.
The role of local law enforcement is another area of concern. Confidence in their prompt and efficient response to criminal activity stands at 68.2%, while their trustworthiness and helpfulness are rated even lower at 66.4%. These figures indicate that BPO companies may need to invest in private security measures to ensure the safety of their operations and staff.
One respondent points out that South Africa's high unemployment rates are a significant cause of safety concerns, suggesting that the BPO industry could significantly alleviate this issue through attractive employment opportunities.
While there may be some semblance of economic predictability in South Africa, it's not strong enough to dispel overarching concerns held by on-the-ground BPO managers.
Echoing earlier apprehensions about the power grid's reliability, trust in the management of publicly-owned utilities and services scored a concerning 46.4%, suggesting that utility management could be a critical bottleneck for BPO operations.
The government's management of public finances (55.5%) and the local currency's 12-month stability (57.3%) also don't elicit much confidence, indicating a need for fiscal risk mitigation strategies. Moreover, relatively low expectations of stable tax rates (69.1%) and manageable inflation levels (64.5%) point to a potentially volatile financial landscape for BPOs in the country.
Gary Gilburd, Chief Executive Officer, Sigma Connected
What drives your clients’ confidence in Cape Town as a BPO delivery destination?
Gary Gilburd: As one of the pioneers of the offshore BPO sector in Cape Town, our clients have confidence in our long-standing history of stable and mature operations, which we can fully attribute to the talented individuals who work with us.
People in South Africa are well-educated and bring a certain level of emotional intelligence and a strong cultural fit that is difficult to find anywhere else. Capetonians, in particular, have this remarkable, almost instinctive empathy and a genuine eagerness to help, which shines through in their customer service delivery. Their proficiency in English and their neutral accents also contribute to a seamless integration with international clients.
Plus, Cape Town is stunning, with tons of natural beauty and modern, reliable infrastructure, so many clients love to make the trip out here.
What has surprised you the most about operating in Cape Town in 2023?
Gary Gilburd: The BPO industry’s commitment to the community has gone beyond business this year, with some great impact sourcing initiatives fostering positive change and offering a lifeline to those who need it most.
At Sigma Connected, we have taken significant steps in this direction by opening a new call center right in the heart of a small community, bringing jobs directly to where people live, eliminating long commutes, and allowing our employees to contribute more significantly to their households. We also recruit 60% of our staff from disadvantaged backgrounds, changing the trajectory of our employees' lives and the well-being of their families.
The stories I've heard, like the young man who told me that joining Sigma Connected kept him out of a gang, have been the most humbling, unexpected, and rewarding dimension of our work in Cape Town.
What will drive Sigma Connected’s confidence in Cape Town moving forward?
Gary Gilburd: Our confidence in Cape Town will always be anchored in the exceptional customer service and problem-solving capabilities of the local talent pool. Capetonians excel in complex customer interactions that go beyond scripted responses, enabling them to resolve issues with a level of capability and empathy that sets them apart from other regions.
Moreover, our growth trajectory in Cape Town has been remarkable—we've doubled in size to 3,500 FTEs this year alone, and there's still ample capacity for further expansion. This scalability, combined with the cultural alignment and the premium quality of service, solidifies Cape Town as a strategic location for us and reinforces our already 15-year commitment to the city.
With four contact center facilities in Cape Town, South Africa, Sigma Connected provides customer care, collections, complaints, and vulnerable customer management services to its international partners. Find out more at sigmaconnected.com.
Kenya's labor market performs well in many respects, placing it first among Index newcomers in this category. Confidence in recruiting quality front-line agents is top-notch (100%), and the same holds for experienced supervisors and team leaders (92%). Operational leadership roles also inspire a good deal of trust (84%), although slightly less so than front-line roles.
When it comes to hiring for specific CX channels and functions, customer care is the standout (96%), closely followed by voice (92%) and non-voice digital channels (88%). However, technical support and accounts receivable management sit at a moderate confidence level (80%), suggesting room for improvement.
The public education system in Kenya receives high marks for its ability to refine world-class language skills (92%) and prepare students for international CX roles (84%). These sentiments align with a respondent's comment that the education system is adequate, but many organizations take it upon themselves to provide additional training, especially when focusing on impact sourcing.
On the flip side, the process of acquiring permits or working visas for foreign workers is met with some skepticism (76%), and the confidence in recruiting foreign workers is even lower (68%). One respondent noted that while short-term visas are relatively easy to acquire, longer-term work permits can be time-consuming.
BPO leaders view Kenya's infrastructure as a beacon of reliability, especially regarding digital connectivity. Internet connectivity (96%) and mobile voice coverage (96%) are held in high regard, as are 4G and 5G services (92%). Fixed telephone and broadband lines also enjoy a decisive vote of confidence (92%), aligning with one respondent's observation that Kenya has seen "significant and comfortable" improvements in infrastructure since 2007.
Utilities and transportation services lag only slightly behind, but respondents show little sign of concern. The power grid receives a high confidence rating of 84% — more than respectable, especially when compared to South Africa's electrical difficulties over the past few years.
For business travelers, Kenya is considered comfortable and dependable. Hotels, food, and leisure activities all boast a perfect confidence score of 100%. Airport facilities for international travel are also highly trusted (96%). However, international travel connections like trains and buses are viewed as slightly less reliable (84%) and confidence in public transportation lags slightly behind at a moderate 80%.
Kenya's commercial property landscape has plenty of room for development, especially considering its lowest ranking in Africa for this category. Confidence in the possibility of retrofitting existing commercial spaces for BPO use (88%) and the presence of leasing options (88%) is high, yet the option to purchase property secures only a moderate 76%.
The most significant gap in the market appears to be the availability of modern "plug and play" BPO facilities, with a confidence rating of just 60%. Co-working spaces, both for remote and temporary CX delivery, are met with a more optimistic view (84%), indicating a growing trend that could be leveraged for flexible BPO setups.
Outside of the capital, Nairobi, confidence in the property landscape for Tier 2 and Tier 3 cities is also lukewarm (76%). Still, one respondent noted that Kenya has seen dramatic evolution in the last five years, which could imply that the commercial property market is on an upward trajectory despite current limitations.
Kenya has much untapped potential in its BPO ecosystem, with plenty of opportunities for new entrants to shape the industry. Respondent confidence in the government's willingness to engage in open dialogue (84%) and its non-interference in both international promotion (84%) and BPO operations (80%) are strong indicators of a supportive environment.
However, there's a noticeable lack of cohesion among industry players, as reflected in the moderate confidence levels regarding shared views for maximizing success (60%) and the local industry association's reflection of industry needs (60%). This fragmentation could be a hurdle for collective growth and might explain why the confidence in competitors presenting a professional image is relatively low (52%).
Financial support mechanisms like tax abatements and training cost offsets are met with a moderate level of trust (72%), but the legislation supporting the industry isn't as well-regarded, scoring only 60%.
Interestingly, despite the absence of direct policies for the BPO sector, one respondent noted the attractive operational environment in Kenya, suggesting that the foundational elements for a thriving BPO ecosystem are already in place. Therefore, increasing awareness about existing incentives and improving legislative support could be key steps for Kenya to attract new players.
Local BPO managers have varying levels of confidence in Kenya's political landscape. While the fairness and competitiveness of the electoral process and the ability to ensure a peaceful transition of power after elections both garner moderate confidence (76%), the integrity of public services raises concerns.
Core government institutions (56%) and the civil service (52%) are viewed with skepticism, a sentiment that extends to law enforcement agencies (52%). The central bank and the judiciary system fare better, albeit still at a low-to-moderate confidence level (64%).
These mixed views suggest a pressing need for reforms to bolster integrity and transparency, so new or existing BPO companies in Kenya may need to exercise due diligence when navigating the country's political environment.
There's an apparent dichotomy of trust and concern among respondents on the public safety front. On one hand, there's a high level of confidence in the safety of foreign business travelers (96%) and the security of the employees on public transportation (92%).
However, faith in local law enforcement is notably lower. Confidence in their prompt and efficient response to criminal activity, as well as their trustworthiness and helpfulness, both stand at 68%. One respondent even noted that the quality of law enforcement "depends on who is attending to you," hinting at inconsistency in the service provided.
BPO companies looking to set up or expand in Kenya might consider additional security measures or private security services to supplement local law enforcement. This could be particularly relevant for operations that run outside of regular business hours when public security concerns could be more pronounced.
Kenya's economy elicits the most concerning responses, ranking the country last in this year's study.
Confidence in the government's management of public finances and publicly-owned utilities stands at a low 56%. At the same time, the outlook on inflation and tax rates is equally problematic, with confidence levels at 52% and 48%, respectively.
The most alarming figure, however, is the mere 40% confidence in the stability of the local currency for the next 12 months. This could pose significant challenges for BPO companies operating in Kenya, with risks of increased operational costs that could impact both short-term operations and long-term investment.
The Philippines' labor market is highly regarded by BPO leaders, especially for recruiting quality front-line agents and experienced supervisors, both receiving a near-perfect confidence rating of 97.8%. Respondents also show high confidence in filling operational leadership roles (86.7%), with even higher regard for voice (97.8%), non-voice (97.8%), customer care (97.8%), and social media management (88.9%) roles.
Confidence shows a slight decline for roles in technical support and accounts receivable management (82.2%) and dips further for content moderation (80%). The least confidence is seen in recruiting for revenue generation roles (71.1%), suggesting a perceived strength in customer experience rather than sales-oriented positions.
The public education system's effectiveness in nurturing world-class language skills (82.2%) and preparing students for international CX roles (75.6%) receives moderate confidence, with a respondent noting the need for enhanced English language training in public schools.
Acquiring work permits or visas for foreign workers presents more of a challenge, with confidence at 68.9%, and the availability of foreign workers is viewed with even more caution (66.7%). A respondent's observation that straightforward permit acquisition is typically limited to companies registered with specific government departments underscores the nuanced nature of recruiting foreign talent in the Philippines.
Digital infrastructure in the Philippines garnered a cautiously optimistic reception among BPO executives, with internet connectivity (77.8%), mobile voice coverage (77.8%), and fixed telephony and broadband services (75.6%), all securing confidence ratings in the mid-seventies. Similarly, the reliability of the electricity and power grid (73.3%) is deemed moderately trustworthy, hinting at the necessity for backup plans to mitigate potential service interruptions.
Airport facilities receive a moderate endorsement (73.3%), yet international travel connectivity emerges as a notable concern, reflected by a lower confidence score (51.1%). Public transportation garners a lukewarm response (66.7%), with industry leaders suggesting ridesharing as the preferred mode of transit despite highlighting “difficult traffic congestion in urban centers”.
Conversely, the hospitality sector enjoys a glowing endorsement, with hotels and accommodations (88.9%) and leisure activities (91.1%) earning the highest commendations within this category. Restaurants are also well-regarded (84.4%), with one respondent emphasizing the exceptional customer service and hospitality visitors will find throughout the country.
BPO leaders express high confidence in the Philippines' commercial property sector, particularly praising the flexibility of leasing options (91.1%), the availability of "plug and play" facilities (91.1%) and the breadth of choices across multiple cities (91.1%). Co-working spaces for flexible and temporary CX delivery are also viewed favorably (88.9%).
Respondents highlight the availability of extensive BPO spaces in strategic urban hubs like Makati, Bonifacio Global City (BGC), Cebu, and the National Capital Region, reflecting a market well-equipped for BPO enterprises seeking operational space.
Retrofitting existing commercial spaces for BPO purposes is seen as another viable option (86.7%), with survey participants noting the availability of premium buildings and specialized fit-out services, particularly in Manila, as a testament to the supportive infrastructure for BPO ventures.
The availability of purchasable property garners a slightly more reserved confidence level (77.8%), with respondents indicating that while there are some restrictions on foreign ownership, special economic zones and other provisions offer viable alternatives for establishing BPO facilities.
The Philippine BPO ecosystem is recognized for its supportive nature, though there is consensus on the potential for enhancement.
Opportunities for open dialogue with the government are met with high confidence (80.0%). Yet, the government's stance of non-interference in international promotion and day-to-day BPO operations is perceived as moderately positive (73.3% for both), reflecting a sentiment that, while not obstructive, the government could take a more proactive role in bolstering the industry.
Confidence in the investment promotion agency's advocacy for beneficial regulations is moderate (75.6%), and respondents call for more favorable legislation (73.3%) and financial incentives such as tax breaks and training subsidies (64.4%), signaling opportunities for more impactful lobbying efforts.
One respondent commended the tax incentives provided by the Philippine Economic Zone Authority (PEZA) and the Board of Investments (BOI) but sees room for growth in training support from the Technical Education and Skills Development Authority (TESDA).
On a positive note, the professional demeanor of competitors on the world stage is affirmed with a strong confidence rating (82.2%), and the BPO association's representation of industry interests is similarly trusted (80.0%), suggesting a cohesive industry front that is well-regarded by its international clientele.
The Philippines’ political landscape is perceived with moderate caution. Confidence in the ability to ensure a peaceful transition of power post-election is high (80%), yet the fairness and competitiveness of the electoral process are viewed with a degree of reservation (66.7%).
Deeper concerns surface regarding the integrity of public services, with trust in core government institutions (55.6%), the civil service (53.3%), law enforcement (55%), and judiciary branches (55%) receiving low ratings. These figures reflect apprehensions about corruption, a topic that respondents note frequently surfaces in the media. The central bank, while perceived more favorably, still commands a relatively low level of confidence (66.7%).
Commentary from respondents points to more profound systemic challenges, with poverty identified as a contributing factor to corruption, hinting at complex socio-economic dynamics that extend beyond the realm of governance.
In the Philippines, the security of foreign business travelers is primarily assured by respondents, with an 88.9% confidence vote underscoring a sense of safety. However, this assurance doesn't fully extend to the local workforce's daily commute, where confidence dips to 75.6%. One respondent noted that daylight hours are generally safe, but points to taxis or rideshares as the safest night-time option.
The promptness and efficiency of law enforcement in responding to crime emerge as areas needing attention, reflected in a subdued confidence rating of 64.4%. Law enforcement's helpfulness and reliability fare slightly better at 71.1%, yet the rating suggests significant room for improvement.
The economic climate in the Philippines garners mixed reactions from BPO leaders. Tax rate stability is met with moderate confidence (71.1%), suggesting a level of predictability that businesses can work with. The local currency's steadiness (68.9%) and inflation control (66.7%) are also seen with moderate assurance, pointing to an economic environment that, while not without its challenges, remains manageable.
Concerns are more pronounced regarding the government’s management of public finances (60%) and utilities (60%). One respondent's observation that the peso's low value presents a favorable condition for foreign investment contrasts with concerns over high energy costs and the necessity for backup power solutions, highlighting the complexities faced in the utility sector.
Yuji Hamamoto, President and CEO, Inspiro
What drives your clients' confidence in the Philippines as an offshore BPO delivery point?
Yuji Hamamoto: From the feedback we regularly receive, our clients clearly value the talent they have access to in the Philippines. Filipinos are genuinely dedicated to providing excellent customer service and consistently surpass client expectations. Their English proficiency also ensures that communication barriers are virtually non-existent, something our clients often commend.
I've heard multiple clients remark on the nuanced understanding our Filipino teams have of Western markets, leading to more refined, culturally aware customer engagements. Their agility in adapting to evolving work environments, especially hybrid setups, and their knack for weaving state-of-the-art tools into their processes further solidify client confidence. All of this enhances the country’s stellar reputation as a BPO powerhouse and highlights its ongoing potential.
What has surprised you the most about operating in the Philippines in 2023?
Yuji Hamamoto: Having witnessed the industry evolve over the last two decades, transformation is now the name of the game, so 2023 has been a year of significant technological advancement in Filipino BPO.
We see greater demand for hybrid, cloud-based services to empower remote teams, and many companies, Inspiro included, are tapping into artificial intelligence (AI), focusing on self-service, chatbots, and operational excellence. This will undoubtedly lead to cost benefits, higher-value tasks for agents, and enhanced customer experiences.
What is driving Inspiro's confidence in the Philippines moving forward?
Our optimism stems from a combination of things. There’s continued support from the government in creating a favorable business environment, and we envision a future with more connected islands, leveraging the potential of other cities in the archipelago.
Still, to ensure sustained growth, we must focus on developing infrastructure, education, security, and business continuity across all locations and invest in upskilling our workforce to handle more complex tasks. These steps are crucial for the Philippines to be recognized as the heart of CX excellence.
A tenured leader in the offshore BPO market, Inspiro provides CX management, sales support, technical support, social media CX, and back-office support to a large international client base. To learn more, visit inspiro.com.
In Kosovo's emerging BPO landscape, respondents express a reasonably solid confidence level in the local labor market, particularly regarding customer care roles (84.4%) and non-voice digital channels (82.2%).
Confidence in recruiting quality front-line agents (80%) and experienced supervisors (77.8%) is lukewarm, as is the availability of talent for voice (80%), technical support (80%), and social media management (75.6%), indicating the areas where specialized training programs could benefit the BPO workforce.
The public education system receives less positive reviews. Respondents have little trust in its ability to train world-class language skills (64.4%). They are even less optimistic about its ability to prepare students for the CX industry (55.6%), so BPO companies may need to invest in additional training to bridge this gap.
The most pressing concerns lie in the recruitment of foreign workers and the acquisition of work permits, with confidence ratings dipping to 53.3% for both. This could be a significant hurdle for BPO companies looking to diversify their workforce or hire specialized talent abroad.
Kosovo’s BPO leaders express a generally favorable view of the country's digital communication infrastructure, with high confidence in the reliability of internet connectivity (95.6%) and mobile voice coverage (91.1%). 4G/5G services (84.4%) and fixed telephone and broadband lines (82.2%) also receive a decent endorsement, suggesting that the digital backbone for BPO operations is dependable.
Utilities and public services are also well-regarded, with electricity and power grid earning a confidence rating of 86.7% and public transportation close behind at 84.4%.
On the visitor amenities side, hotels and accommodations (91.1%) and food and restaurants (97.8%) are highly trusted, while local leisure activities inspire a high confidence rating of 86.7%. Only Kosovo’s quality of international travel connections reveals a potential weak point, garnering a lower confidence rating of 73.3%.
In Kosovo, respondents view the commercial property sector for BPO operations with lukewarm optimism. The availability of leasing options (84.4%) and the capacity to expand across multiple cities (80.0%) are seen as relative strengths. Yet, confidence starts to dip when considering the adaptability of existing spaces for BPO use (75.6%) and the possibility of purchasing property (77.8%), reflecting potential site bottlenecks for new entrants.
There is even less confidence that companies will quickly find specialized "plug and play" BPO facilities (68.9%) and co-working spaces for remote (64.4%) or temporary CX delivery (66.7%), indicating a few potential gaps in meeting the specific needs of BPOs that require ready-to-use, flexible work environments.
Low respondent confidence in the government's engagement in industry dialogue (60.0%), provision of legislative support (64.4%), financial support mechanisms (55.6%), and the investment promotion agency’s lobbying efforts (57.8%) indicates a clear call for more dynamic government involvement, policy development, and economic incentives in Kosovo.
Moreover, a fragmented perception of the professional reputation that competitors exude (66.7%) and the industry's unity in vision and purpose (53.3%) implies the potential for the sector to enhance its image, find a cohesive backbone, and align more closely with international standards.
Still, the government's relative lack of interference in international promotion (71.1%) and BPO operations (75.6%) is acknowledged, hinting at a business environment that respects operational autonomy—a potential draw for future investment.
Kosovo’s electoral process and the ability to ensure a peaceful transition of power after elections are met with high confidence levels (84.4% and 86.7%, respectively), indicating a stable political backdrop in these aspects. Yet, while confidence in the country’s foreign policy orientation could be better (71.1%), it shouldn’t be a significant deterrent for BPO entrants.
On the public services side, core government institutions (77.8%), the central bank (75.6%), and law enforcement agencies (75.6%) are relatively trusted, but the civil service lags, with a confidence rating of just 68.9%, potentially indicating minor concerns about bureaucratic efficiency or transparency. The judiciary system is the least trusted among respondents (66.7%), which should not be underestimated as a red flag for businesses that rely on the legal system for dispute resolution or contract enforcement.
Respondents’ perceptions of public safety for foreign business travelers and the local workforce’s use of public transportation are notably strong, with both receiving unanimous confidence (100%). This portrays Kosovo as an undeniably secure environment for international visitors and for the daily commute of its workforce.
Confidence in local law enforcement is also high, with only a slight margin for improvement in their responsiveness to crime (88.9%) and their helpfulness and integrity (91.1%). Overall, these high ratings underscore the country’s efforts to strengthen its institutions and law enforcement capabilities as part of its broader state-building efforts.
Kosovo's local currency is affirmed with substantial confidence (95.6%), suggesting minimal concern over currency fluctuation risks. Tax rate stability also receives a decisive vote of confidence (88.9%), reflecting a potentially advantageous fiscal climate for BPOs.
Conversely, the management of public finances and state-owned utilities garner more moderate confidence levels (77.8% and 80.0%, respectively), signifying a degree of uncertainty regarding the government's fiscal stewardship and the reliability of essential services.
Inflation control over the next 12 months emerges as the most pronounced concern (66.7%) in this category, pointing to potential unease about the cost trajectory of living and operating businesses in Kosovo in 2024.
Romania's BPO leaders exude confidence in sourcing operational leadership talent (96%) and demonstrate solid trust in the availability of experienced supervisors (84%) and front-line agents (80%). The sentiment becomes more cautious regarding integrating foreign workers (60%), with the process for obtaining work permits and visas viewed skeptically (56%), indicating potential hurdles in international recruitment.
In specific CX channels and functions, the capacity to recruit for non-voice digital channels (96%) and customer care (88%) is highly regarded. Technical support (80%) and social media management (88%) also receive positive endorsements. However, sourcing for content moderation (76%), accounts receivable management (72%), and revenue generation (64%) appears to be more difficult, suggesting potential limitations in the existing talent pool.
The Romanian public education system’s role in language training is a notable concern for respondents (56%), and its preparation of students for international customer experience roles is viewed with even more reservation (52%). This perspective is juxtaposed with a respondent’s remark on the talent pool's inherent strengths in foreign languages and technical skills despite an education system perceived as "average or below," implying a disconnect that may require BPO providers to invest in supplemental internal training.
Romania’s digital infrastructure commands unanimous high confidence, with internet connectivity, mobile voice networks, and 4G and 5G services securing a perfect confidence score (100%). The nation's electricity and power grid also garners high trust (96%), underscoring dependable energy and telecommunications for business continuity.
However, public transportation receives a more moderate endorsement (72%), highlighting an area ripe for development to match the country's otherwise robust infrastructure. Airport facilities are deemed moderately reliable (76%), while broader international travel links via train and bus are viewed slightly more favorably (80%).
Contrastingly, the hospitality sector—encompassing hotels (92%), restaurants (96%), and leisure activities (96%)—receives high acclaim, reflecting Romania's capacity to offer a welcoming and comfortable environment for international business travelers.
In the commercial property sector, Romania’s BPO leaders exhibit strong confidence in the adaptability of existing spaces for BPO purposes (92%), the variety of leasing options (92%), the presence of “plug-and-play” facilities (88%), and the potential for expansion across multiple cities (92%), reflecting a market that is accommodating and versatile for traditional BPO setups.
Conversely, the confidence in purchasing property for BPO operations, while still positive, is less decisive (80%), indicating some reservations about ownership as an option. The sentiment towards co-working spaces for remote and temporary customer experience delivery is even more cautious (72%), pointing to an area where the market may need to evolve to meet the growing demand for BPO pilot programs in emerging destinations.
Ranked last in this year’s report, Romania’s BPO ecosystem holds massive potential for development.
The sector shines in its external image, with Romanian BPO firms earning a high confidence rating (84%) for their international reputation, indicating effective brand projection on the global stage. However, the moderate confidence in industry unity (68%) suggests there is potential to fortify collaborative efforts.
Government engagement with the BPO sector is critically perceived, with open dialogue (48%) and legislative support (44%) identified by respondents as areas requiring urgent and enhanced government action. Financial incentives are met with the lowest confidence (40%), highlighting a need for more substantial economic support to catalyze industry growth.
The moderate confidence in the government's level of non-interference in international promotion and BPO operations (64%) suggests that while the state does not actively impede industry activities, there is a notable expectation for more support to nurture the sector's development.
BPO leaders in Romania exhibit tempered confidence in the country's political stability, with the government's foreign policy and ability to ensure peaceful electoral transitions receiving moderate to high confidence scores (76% and 84%, respectively). However, perceptions of the electoral process's fairness (68%) and the integrity of the civil service (56%) reveal concerns about democratic robustness and potential corruption.
Contrastingly, the central bank stands as a pillar of trust (92%), while law enforcement and judiciary systems receive moderate confidence (72%), suggesting a landscape where financial governance is strong but improvements in public service transparency and judicial effectiveness are needed for enhanced stability.
Romania's commitment to safety is unequivocally endorsed by BPO leaders, with the security of foreign business travelers and the local workforce's use of public transportation both receiving 100% confidence ratings. This reflects a consensus on Romania as a secure environment for both visiting professionals and the daily commute of its residents.
Local law enforcement is regarded with a moderate degree of confidence thanks to prompt and efficient response to criminal activity (80%) and general trustworthiness and helpfulness (76%). These ratings suggest a solid foundation for public order, albeit with some room for enhancement in law enforcement practices.
BPO country managers in Romania hold varied opinions on the nation's economic stability. Concerns are evident with moderate confidence in the government's management of public finances (60%) and the oversight of publicly-owned utilities and services (56%), signaling areas where respondents believe there is room for improvement.
The outlook on inflation control over the coming year (68%) and the consistency of tax rates (72%) is cautiously optimistic, underscoring a tempered belief in the economic system's predictability and a desire for a more stable fiscal environment in Romania.
Conversely, the local currency's anticipated stability (80%) is viewed with a higher degree of confidence, suggesting that, from a currency perspective, Romania may present a lower risk profile for BPO ventures.
Surveyed BPO leaders in Jamaica convey moderate to high confidence in their ability to hire competent front-line agents (83.6%), operational leadership (80%), and experienced supervisors and team leaders (76.4%), noting additional strengths of the local talent pool, particularly in areas such as voice (85.5%), customer care (85.5%), and non-voice digital communication (87.3%).
Specialized roles such as technical support (78.2%), accounts receivable (72.7%), revenue generation (74.5%), social media management (72.7%), and content moderation (70.9%) reflect more moderate confidence levels, indicating opportunities for enhancing the talent pool's capabilities. The public education system receives moderate commendation for its role in language proficiency (78.2%) and preparing students for global CX positions (80%), which may support the sector's needs to some extent.
Lower confidence in hiring foreign workers (65.5%) and navigating the visa and work permit process (61.8%) suggests a difficulty in hiring internationally. Yet, the mention of market saturation by a respondent underscores a competitive recruitment environment for talent, hinting at the necessity for BPO firms to differentiate their value proposition to attract and retain top talent.
Jamaica's digital infrastructure has some room for improvement, according to respondents, with fixed telephone lines (80%), internet connectivity (76.4%), mobile voice coverage (76.4%), and 4G and 5G services (72.7%) receiving moderate confidence ratings.
The electricity and power grid, as well as public transportation, also garnered a similar response (74.5%), pointing to a mostly reliable infrastructure that could benefit from targeted investment and improvements.
In contrast, Jamaica excels in providing for the needs of international travelers. Airport facilities and travel connections are highly trusted (87.3%), showcasing Jamaica's commitment to global business engagement. Hotels and accommodations (92.7%), restaurants (90.9%), and leisure activities (92.7%) also receive high ratings, affirming the country’s world-renowned reputation for hospitality.
Jamaica's commercial property market shows signs of adaptability, with high confidence in the ease of retrofitting existing spaces for BPO use (83.6%) and the availability of leasing options (83.6%). The ability to source multiple cities for CX/BPO operations also enjoys a favorable view (81.8%), hinting at geographic flexibility within the country for BPO setups.
These scores align with a respondent's comment about dedicated free zones and investment companies focusing on BPO-specific buildings, particularly in Montego Bay. Comparatively, the option to purchase commercial property is met with a more cautious outlook (74.5%).
Co-working spaces for remote CX delivery and temporary facilities are considered the most difficult to find, with confidence ratings of 69.1% and 67.3%, respectively. One respondent noted that improvements to Jamaica’s co-working space segment could help to attract more boutique, remote-focused BPO brands to the island.
Earning a spot in the top five BPO ecosystems worldwide this year, Jamaica's standing is solid in this category. BPO leaders in the country express a high degree of confidence in the government's willingness for open dialogue (85.5%) and its non-intrusive stance on international promotion (85.5%) and BPO operations (81.8%), indicating that respondents feel they're operating in a business-friendly environment.
While there's also a strong belief that the local CX and BPO community shares a unified vision for success (81.8%), the industry association’s alignment with these needs is viewed slightly less confidently (78.2%). Similarly, the professional standing of competitors in the market is met with a somewhat reserved confidence rating (76.4%), implying a desire for a more collaborative approach to Jamaica’s market image.
Financial incentives, such as tax breaks and training subsidies, receive a moderate endorsement (74.5%), hinting that respondents would welcome more robust financial support mechanisms.
Respondents express moderate confidence in the fairness of Jamaica's electoral process (70.9%) and the peaceful transitions of power that follow elections (76.4%), yet not as much in the country’s foreign policy orientation (67.3%).
The integrity of public services is another point of concern for BPO country managers. While the central bank fares moderately (69.1%), core government institutions (63.6%) and the civil service (63.6%) are met with more skepticism, indicating reservations about their freedom from corruption.
Law enforcement agencies are the least trusted in this category, with a concerning confidence rating of 58.2%. The judiciary system, while not as low, still raises eyebrows at 65.5%, signifying a need for reform across the various branches of public service.
According to BPO country managers, the safety of foreign business travelers is a strong point in Jamaica (89.1%), suggesting they can generally expect a secure environment when visiting. However, the safety of the local labor force using public transportation is less assured (72.7%), which could indicate concerns about the well-being of commuting employees.
When it comes to local law enforcement, confidence dips further. Low trust in the police’s ability and willingness to respond promptly and efficiently to criminal activity (67.3%), as well as its trustworthiness and helpfulness (63.6%), shows that respondents have an appetite for reform.
BPO leaders in Jamaica hold moderately low confidence in the government’s ability to manage public finances (65.5%) and tax rate stability over the next year (67.3%), reflecting cautiousness about fiscal changes that could impact business.
Concerns are more pronounced regarding inflation (58.2%) and currency stability (58.2%) in 2024. Respondents are clearly apprehensive about Jamaica’s economic predictability and the subsequent effect on business costs. Similarly, trust in the government’s management of publicly-owned utilities is low (58.2%), suggesting a need for improvements across the board in this category.
In Honduras, there is a high level of confidence among respondents in their ability to fill front-line agent roles (82.2%) and secure experienced supervisors (80.0%), yet only moderate confidence in recruiting for operational leadership (71.1%) and foreign or temporary workers (68.9%), which suggests that while there are candidates available, finding the right fit may present more of a challenge.
Even higher confidence scores for customer care (91.1%), voice (88.9%), and non-voice digital channels (86.7%) indicate that BPO leaders feel well-positioned to staff these roles. Conversely, moderate-to-low confidence levels for technical support (77.8%), social media management (77.8%), accounts receivable (71.1%), content moderation (68.9%), and revenue generation (66.7%) roles point to a perceived need for internal training to scale the workforce in these areas.
The public education system is seen as moderately capable of preparing students for internationally oriented CX roles (71.1%) but less so for providing the language skills required for global business communication (66.7%). A respondent's note on the disparity between public and private education highlights the reliance on private institutions to fulfill the industry's language proficiency needs.
Finally, moderate confidence in the process of acquiring work permits or visas for foreign workers (77.8%) suggests that while possible, there are procedural hurdles that could slow down the hiring of international talent, as noted by a respondent's comment on the lengthy visa acquisition time in Honduras.
BPO managers in Honduras express moderate confidence in the country’s digital infrastructure, with internet connectivity (77.8%), mobile voice coverage (80%), 4G and 5G services (75.6%), and fixed telephone lines (75.6%) all considered reasonably reliable.
Honduras’ power grid is viewed with some reservation (68.9%), and public transportation is regarded with the least confidence (60.0%), highlighting the areas that respondents see the most need for infrastructural investments. The quality of airport facilities (75.6%) and international travel connections (73.3%) garners somewhat better reviews.
Conversely, the hospitality sector stands out positively. Hotels and accommodations (86.7%), food and restaurants (84.4%), and leisure activities (80.0%) all score relatively highly, suggesting that BPO operators in Honduras see no challenges in hosting international clients.
Respondents paint a generally positive picture of the commercial property market in Honduras. Leasing options for BPO operations (88.9%), modern "plug and play" facilities (84.4%), the potential for purchasing property (84.4%), and the ease of retrofitting existing spaces for BPO (82.2%) all receive strong confidence, indicating a flexible and accommodating commercial property landscape.
Nevertheless, the confidence slightly wanes when considering the diversity of cities suitable for CX/BPO operations, with a lower yet still positive rating (80.0%). This is particularly noted by a respondent who points out that only Tegucigalpa and San Pedro Sula are currently equipped for such operations, with a mention of potential saturation in San Pedro Sula's commercial space market hinting at limitations in scalability and variety.
The availability of co-working spaces receives the least confidence for both remote (73.3%) and temporary CX delivery (75.6%). This reflects a developing co-working culture in Honduras, with a respondent's observation that, while not widespread, some options are available, and the work-from-home model serves as a prevalent alternative.
Government engagement with the BPO sector is viewed favorably in Honduras, with respondents mainly trusting the state to refrain from interfering with the BPO sector's international promotion (84.4%) and day-to-day operations (86.7%).
There is also a reasonable level of trust that the government is creating supportive legislation for the industry (80.0%) but slightly less confidence that it will engage in open dialogue with BPO operators (75.6%). Financial incentives such as tax abatements and training subsidies generate equally moderate confidence (77.8%), while the investment promotion agency's advocacy for industry-friendly regulations has more room for improvement (71.1%).
A respondent's commentary sheds light, noting that BPO and manufacturing sectors enjoy robust legislative backing, particularly regarding labor laws. However, they also point out that recent shifts in the political landscape have prompted revisions to labor legislation, implying a dynamic regulatory environment that requires ongoing industry adaptation and vigilance.
Lastly, there is a minor lack of perceived unity within the industry (73.3%), and respondents could have better opinions of their competitors’ image on the world stage (73.3%), suggesting that while there is some consensus on objectives, there is potential for greater cohesion.
Politically speaking, BPO leaders in Honduras value the government’s foreign policy orientation above all else, reflected in a relatively high confidence rating of 80%. The central bank also garners a healthy measure of trust (73.3%), suggesting a stable financial oversight that BPO managers find reassuring.
However, when quizzed on the electoral process's fairness and competitiveness, along with the peaceful transition of power post-elections, confidence levels dipped to 60% and 64.4%, respectively. These figures, coupled with a respondent's remarks on strikes and public disorders during presidential transitions, paint a picture of political volatility that could impact business continuity.
The civil service (51.1%) and core government institutions (46.7%) are viewed with notable skepticism, signaling concerns about transparency and corruption. Law enforcement and the judiciary don’t fare much better (57.8% and 60%, respectively), indicating significant room for improvement in public trust and institutional integrity.
The safety of foreign business travelers in Honduras is highly regarded by BPO industry leaders (93.3%), indicating that international visitors can expect security during their stay.
Conversely, the local labor force's safety on public transportation is viewed with much less confidence (62.2%), with one respondent noting the variability of public transport safety across different areas, alongside government efforts to enhance security measures. The mention of BPOs providing private transportation solutions underscores a proactive approach to employee safety and a preference for alternatives to public transit.
Local law enforcement's ability to respond effectively to criminal activity is met with moderately low confidence (66.7%), as is their perceived trustworthiness and helpfulness (62.2%). While respondents recognize the efforts of law enforcement, these ratings underscore a clear need for strengthening the public security framework in Honduras.
BPO leaders in Honduras harbor concerns about the government’s management of public finances, reflected in a low confidence rating of 51.1%, so new BPO entrants should be vigilant if making considerable financial commitments in the country.
Conversely, the expected stability of inflation levels and tax rates in 2024 is viewed with considerably higher confidence (75.6% and 84.4%, respectively), suggesting a more predictable economic environment in these areas. The local currency's stability is also trusted (84.4%), with the dollarized economy likely contributing to this positive outlook.
The government's oversight of publicly-owned utilities garners a moderate confidence score of 68.9%. One respondent notes that critical utilities like internet and electricity are managed by the private sector, hinting at a perceived efficiency of private versus public management in these sectors.
Founder and Lead Writer, Cognitive Copy
Matt started providing copywriting services for the BPO, ITO, and CX industries in 2018, before which time he spent three years analyzing BPO trends in the American nearshore and two years reporting on the telecom, IT, and automotive sectors in Mexico and Central America.
Matt’s also an aspiring short film director and plays drums when he’s not on set or writing.
Principal Analyst, Ryan Strategic Advisory
Peter has worked in the CX analysis and advisory space since 2003, establishing a reputation as one of the most knowledgeable thought leaders in the global 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.
