CW_BPO_index_report

TABLE OF CONTENTS

WHERE IN THE WORLD? FACTORS INFLUENCING BPO SITE SELECTION .............................. 3

TRADITIONAL MARKETS AND INDIGENOUS DEMAND .................................................................. 7

THE BPO AND SHARED SERVICE LOCATION INDEX 2016 ....................................................... 8

INDEX MAKE UP .......................................................................................................................................... 10

LATIN AND CENTRAL AMERICA ......................................................,,,,,,,,,.................................... 12

EUROPE ................................................................................................................................................. 14

ASIA PACIFIC ................................................................................................................................. 16

A SELECTION OF PIONEERING BPO LOCATIONS – WHERE NEXT?................. 18

A SELECTION OF MATURE OR FAST MATURING BPO LOCATIONS ............. 20

COST AND QUALITY TRADE OFF .......................................................................... 23

KEY DRIVERS OF LOCATION CHOICE ............................................................ 26

METHODOLOGY, INDEX CRITERIA AND WEIGHTINGS ..................... 27

2