Location Highlights

Bulgaria

  • 85 000+ Domestic and International Outsourcing & Offshoring GBS/BPO Workers
  • Educated, English-speaking labor pool of which 80% have a secondary school or tertiary qualification
  • A stable economy with a business-friendly tax system (flat corporate tax rate of 10%)
  • Affordable, yet modern office spaces connected to cheap high-speed fibre internet connections
  • Maturing outbound and inbound customer care and sales services in key vertical industries, including BFSI, telecoms and healthcare
  • Excellent standards of living at low costs
  • A growing ICT industry employing over 101 000 specialists
  • Ranked 21st in the English Proficiency Index (2022 Education First)
  • 2019 Global Competitiveness Ranking 49 (World Economic Forum)
  • 2021 Innovation Ranking 35 (Global Economy)

Colombia

  • 230 000+ Domestic and International Outsourcing & Offshoring GBS/BPO Workers
  • Excellent internet connection facilitated by 11 submarine cables, enabling high-speed internet and data transmission
  • One of the largest workforces in the CALA region that is comprised of educated, English-speaking workers
  • Established GBS/BPO operations in 6 cities with over 1 million residents, including Bogota, Medellin, Cali, Barranquilla, Bucaramanga, and Orderagena
  • Hybrid/work-from-home (WFH) working models deployed across most GBS/BPO operators
  • Average salary cost savings between 40%-50% compared to those in the US
  • Geographic proximity to North America, positioning the country as an ideal nearshore location
  • 2019 Global Competitiveness Ranking 57 (World Economic Forum)
  • 2021 Innovation Ranking 67 (Global Economy)

Czechia

  • 128 000+ Domestic and International Outsourcing & Offshoring GBS/BPO Workers
  • A regional research and innovation hub, ranking 20th globally for percentage of its GDP invested in research and development
  • A young workforce that are native speakers in multiple languages, including German, Slovak, Czech, Italian, French, Polish and English
  • Offers a broad range of inbound and outbound telemarketing and electronic communication in the e-commerce, healthcare and BFSI vertical industries
  • Cultural affinity to European and North American markets
  • Excellent infrastructure consisting of high-speed railways and three international airports
  • 20% lower contact center salaries compared to those in key source markets
  • Ranked 23rd in the English Proficiency Index (2022 Education First)
  • Ranked 3rd for Robotics & Automation in the GBS World Competitiveness Index – Digital and ITO
  • 2019 Global Competitiveness Ranking 24 (World Economic Forum)
  • 2021 Innovation Ranking 30 (Global Economy)

Dominican Republic

  • 36 000+ Domestic and International Outsourcing & Offshoring GBS/BPO Workers
  • A large, youthful workforce with English-speaking capabilities
  • Low cost and high standard of living
  • Within the same time zone as the US Eastern Seaboard
  • Expertise in inbound and outbound sales and customer service, especially in the BFSI and healthcare vertical industries
  • Developed ICT infrastructure facilitating high-speed internet
  • Ranked 54th in the English Proficiency Index (2022 Education First)
  • 2019 Global Competitiveness Ranking 78 (World Economic Forum)
  • 2021 Innovation Ranking 93 (Global Economy)

Egypt

  • 240 000+ Domestic and International Outsourcing & Offshoring GBS/BPO Workers
  • A large, young, tech-savvy talent pipeline strengthened by over 600 000 annual graduates of which 90 000 complete English-language qualifications
  • ITO salary costs are 87% lower, on average, compared to those in key source markets
  • A vibrant entrepreneurial ecosystem driven by a conducive business environment and regulatory framework
  • Developed infrastructure (telecom, transport, power, water)
  • Multilingual hub supporting 20+ languages
  • Uniquely positioned to serve as a nearshore location for the EMEA region, as well as an offshore location for global markets
  • 4th Most Favourable Global BPO Location (2022, Ryan Strategic Advisory)
  • Ranked 4th in the GBS World Competitiveness Index – Digital and ITO
  • 2019 Global Competitiveness Ranking 93 (World Economic Forum)
  • 2021 Innovation Ranking 94 (Global Economy)

Ghana

  • 7 381+ Domestic and International Outsourcing & Offshoring GBS/BPO Workers
  • Scalable pool of English-speaking talent that are high-energy and computer literate
  • A stable business and political environment
  • Several global operators have established a presence in the country, such as iSON Xperiences, Tech Mahindra and Webhelp
  • Highly-competitive labor costs of up to 84%
  • 2019 Global Competitiveness Ranking 111 (World Economic Forum)
  • 2021 Innovation Ranking 112 (Global Economy)

Honduras

  • 9 800+ Domestic and International Outsourcing & Offshoring GBS/BPO Workers
  • One of the largest youth populations amongst CALA countries that are trainable for technical support, customer care, telemarketing and data entry roles
  • Direct, short (3.5 hour) flights to major US cities
  • A time zone enabling an ideal nearshore location for the US, Canada, Mexico and the Central and Southern Americas
  • Large student population with bilingual capabilities in Spanish and English, enabling bilingual customer service agents for US consumers
  • Ranked 48th in the English Proficiency Index (2022 Education First)
  • 2019 Global Competitiveness Ranking 101 (World Economic Forum)
  • 2021 Innovation Ranking 108 (Global Economy)

Jamaica

  • 43 354+ Domestic and International Outsourcing & Offshoring GBS/BPO Workers
  • Government support through grants and legislation specific to the BPO sector
  • Labor costs are around 75% lower than those in key source markets
  • Support from industry body, the Global Services Association of Jamaica (GSAJ) and JAMPRO
  • A large, scalable pool of educated talent who have customer service experience, especially in the tourism and hospitality industry
  • Close proximity to major US cities (3 to 6 hour direct flights) and located within similar GMT zones
  • Over 90% of the population is fluent in English and is the third largest English-speaking country in the Western hemisphere
  • Several large GBS/BPO operators have successfully established in Jamaica
  • 2019 Global Competitiveness Ranking 80 (World Economic Forum)
  • 2021 Innovation Ranking 74 (Global Economy)

Kenya

  • 27 840+ Domestic and International Outsourcing & Offshoring GBS/BPO Workers
  • Export-orientated business environment supported by Special Economic Zones (SEZs)
  • Large pool of English-speaking youth talent that have neutral accents
  • A strong education system strengthened by subsidized grants and loans
  • Strategic location as a regional hub for communication and finance
  • High-energy, friendly and computer-literate talent
  • Located within the GMT zone, making it conducive to service the Uk and European markets
  • Ranked 20th in the English Proficiency Index (2022 Education First)
  • 2019 Global Competitiveness Ranking 95 (World Economic Forum)
  • 2021 Innovation Ranking 85 (Global Economy)

Mexico

  • 200 000+ Domestic and International Outsourcing & Offshoring GBS/BPO Workers
  • Proximity to the US and ease of travel via air and road position Mexico as an attractive nearshore GBS/BPO location
  • At least 50% savings on salary costs and when combined with low costs of living buyers and operators can achieve significant profit margins
  • Valued at US$2,4 billion, Mexico’s GBS/BPO market is one of the most mature in the CALA region
  • Bilingualism in English and Spanish, enabling seamless service delivery to over 334 million English speakers and 62,5 million Spanish speakers across North America
  • GBS/BPO operators are strategically located in central business districts that are equipped with robust and sophisticated physical and ICT infrastructure
  • Cultural affinity to the US where English is the default business language
  • 5th Most Favourable Global BPO Location (2022, Ryan Strategic Advisory)
  • Ranked 9th for General ITO and 5th for Software Development services in the GBS World Competitiveness Index – Digital and ITO
  • 2019 Global Competitiveness Ranking 48 (World Economic Forum)
  • 2021 Innovation Ranking 55 (Global Economy)

Nigeria

  • 18 780+ Domestic and International Outsourcing & Offshoring GBS/BPO Workers
  • Home to Africa’s largest ICT sector and economy
  • A significant B2 English (proficient English) addressable talent pool of over 8 million that are youth and qualified
  • Established service providers delivering specialist business process services to Europe, Japan, the UK and US
  • Specialised GBS/BPO tertiary institutions that offer specialised GBS/BPO training
  • Ranked 28th in the English Proficiency Index (2022 Education First)
  • 2019 Global Competitiveness Ranking 116 (World Economic Forum)
  • 2021 Innovation Ranking 118 (Global Economy)

Poland

  • 300 000+ Domestic and International Outsourcing & Offshoring GBS/BPO Workers
  • A highly educated workforce, where 44% of Polish workers have a tertiary qualification
  • A regional IT hub, ranking 2nd out of 23 in the 2022 Emerging Europe IT Competitiveness Index
  • Labor costs are 48%-64% lower than those in key source markets
  • A conducive business environment, reflected by the Polish city of Łódź was rated as the most business-friendly city in the region in the 2021 Emerging Europe Business-Friendly City Perception Index
  • A multilingual hub in a variety of European languages, with a specific strength in English-speaking capabilities, ranking 13th in the English Proficiency Index (2022 Education First)
  • A rising ICT exports location, especially for outsourced gaming development
  • Robust and modern infrastructure, including an efficient transport system and high-speed fibre internet
  • Tied 2nd for Most Favourable Global BPO Location (2022, Ryan Strategic Advisory)
  • Ranked 3rd for General ITO, 2rd for Global Data Management and 4th for Global Digital Contact Center services in the GBS World Competitiveness Index – Digital and ITO
  • 2019 Global Competitiveness Ranking 37 (World Economic Forum)
  • 2021 Innovation Ranking 40 (Global Economy)

Romania

  • 125 000+ Domestic and International Outsourcing & Offshoring GBS/BPO Workers
  • A booming ICT sector employing over 191 000 specialists, which is sustained by 8 200 annual graduates
  • Cultural affinity and in geographical proximity to Western European consumers, facilitating stronger CX outcomes
  • Average contact center and ITO salaries are well-below the Western European average
  • A favorable business environment with a flat corporate tax rate of 16%
  • Ranked 17th in the English Proficiency Index (2022 Education First)
  • Ranked 8th for Software Development in the GBS World Competitiveness Index – Digital and ITO
  • 2019 Global Competitiveness Ranking 51 (World Economic Forum)
  • 2021 Innovation Ranking 48 (Global Economy)

Serbia

  • 7 000+ Domestic and International Outsourcing & Offshoring GBS/BPO Workers
  • A business-friendly environment, where the government has recognized ICT as a priority sector
  • Affordable cost of living has kept GBS/BPO salaries low compared to those in key source markets
  • A tech-savvy workforce that are taught programming and technology at an early stage and carried across all levels of education
  • A favorable time-zone for European GBS/BPO buyers
  • Ranked 27th in the English Proficiency Index (2022 Education First)
  • 2019 Global Competitiveness Ranking 72 (World Economic Forum)
  • 2021 Innovation Ranking 54 (Global Economy)

South Africa

  • 205 423+ Domestic Outsourcing GBS/BPO Workers
  • 109 133+ International/Offshoring GBS/BPO Workers
  • 60%-70% lower costs than Australia, the UK and the US
  • Skilled English language youth workforce with over 761 000 B2 level (proficient) addressable talent pool
  • Digitally-enabled end-to-end customer lifecycle management 
  • Vertical-specific domain knowledge and specialist services 
  • High-value, niche domain services (F&A, ITO, LSO, Legal Services, KPO)
  • Scalable and diverse pool of impact sourcing talent
  • Proven track record of resilience, quality and compliance
  • Sizeable regional and domestic market player
  • Sophisticated infrastructure and enabling environment 
  • Tied 1st for Most Favourable Global BPO Location (2022, Ryan Strategic Advisory)
  • 2019 Global Competitiveness Ranking 60 (World Economic Forum)
  • 2021 Innovation Ranking 61 (Global Economy)