Narayan AmmachchiFive countries from Latin America and the Caribbean secured top rankings in the most recent Offshore BPO Confidence Index, jointly produced by Ryan Strategic Advisory and Cognitive Copy.
India got top ranking overall with a score of 90%. The Dominican Republic followed closely with an 85% score.
Colombia, Guatemala, Belize and Mexico were ranked in the Index’s top 10 performers.
The researchers attributed the success of this geos to a combination of factors, including political stability, talent availability, commercial property prices and ICT infrastructure.
According to BPO executives interviewed in the study, the Dominican Republic stands out for its ease of hiring both frontline agents and supervisors for contact centers. The country’s public education system fosters a strong pool of talent with notable proficiency in English, providing a solid foundation for BPO operations.
However, the report also highlights the need for additional training to align these individuals with specific BPO requirements.
Commercial property in the Dominican Republic proves to be an ideal match for BPO operators, offering favorable conditions for establishing and running contact centers.
While Colombia offers a favorable environment for establishing BPO offices, the report underscores the challenge of obtaining visas for foreign workers.
Belize presents an abundance of individuals qualified for voice-based customer care services but lacks a strong pool of accounting professionals. Mexico excels in providing voice-based customer care services but faces difficulties in finding content moderators.
The BPO Confidence Index delivers insights for businesses seeking to outsource operations to offshore or nearshore locations by highlighting the strengths and challenges of countries providing customer care services.
El Salvador is rich in BPO providers and deserves some recognition, especially in the Health Care sector.