In July 2025, the US Senate introduced the bipartisan Keep Call Centers in America Act of 2025 bill. Although still pending, the bill signals a potentially significant policy shift designed to limit the offshoring of US call center jobs. The legislation would apply to any company operating call centers with 50 or more employees, linking access to federal benefits with maintaining domestic operations. It would also mandate greater transparency when customer service work is delivered from offshore locations. If enacted, the Act could reshape global delivery strategies for customer experience services by raising the cost of offshoring and introducing new compliance burdens for US-based enterprises. Global services firms with sizable offshore delivery portfolios – particularly in India, the Philippines, and nearshore hubs – may face business continuity risks, client scrutiny, and contract renegotiations. Conversely, the legislation could stimulate greater onshore investment in the US, altering the global services delivery mix. This Risk Radar analyzes the legislative context, potential business implications, and considerations for global services firms as they monitor developments around this bill.

Europe continues to be a strategic hub for global technology services delivery due to its strong technology talent ecosystem, multilingual workforce, and mature digital infrastructure. These strengths make Europe an attractive destination for delivering complex, high-value technology services, despite rising costs and saturation in several tier-1 cities. As demand remains steady in tier-1 locations, global organizations are increasingly exploring tier-2/3 cities as emerging technology hubs. These cities offer moderate cost savings, access to an untapped talent pool, and a steady university graduate base. Improvements in infrastructure and enhanced business environment boost the region’s viability for global delivery. Additionally, tier-2/3 cities serve as strategic spoke locations for business continuity, offering lower competition and supporting risk diversification beyond overleveraged tier-1 hubs. This Everest Group report helps global organizations identify the right European locations to support and drive technology services delivery. It highlights the relative attractiveness of key tier-1 and tier-2/3 locations for supporting technology services using a holistic and multi-faceted assessment.

LATAM is a strong nearshore option for global service delivery, offering proximity to North America, a skilled bilingual workforce, and cost benefits. Companies seeking operational efficiency and geographic diversification through nearshoring turn to this region. LATAM’s services landscape is evolving rapidly, expanding beyond traditional workstreams to support advanced capabilities, such as generative AI, ML, and knowledge-based services. Digital and IT infrastructure investments are strengthening LATAM’s position as a viable alternative to traditional offshore mega hubs. As companies reassess their sourcing and nearshoring strategies, LATAM stands out as a key differentiator. In this report, we examine the LATAM region as a key destination for nearshoring opportunities. It ranks 16 countries across the region based on their attractiveness for global service delivery. The report evaluates various parameters to assess the region’s appeal from a service delivery perspective, focusing on the service delivery landscape, key processes delivered, and each country’s future potential. Scope Geography: LATAM Service: IT-BP Contents In this report, we: Examine IT-BP delivery growth drivers in LATAM Analyze LATAM’s operating risks and financial attractiveness Assess risks and rewards, highlighting relevant trade-offs Offer a global services delivery overview Evaluate key market trends, market activity, and function maturity

What crucial insights from last year can locations and workforce strategy leaders apply to 2024, and what will be the critical priorities this year and beyond? In this webinar, our experts explored the anticipated trends shaping 2024’s workforce and locations strategies. We discussed the impact of geopolitical and macroeconomic changes on locations, as well as the potential future direction of shoring strategies. Attendees gathered beneficial insights into strategic workforce decision-making for 2024 and ongoing, with a focus on methodologies for creating an optimized, balanced locations portfolio. What questions did the webinar answer for the participants? What are the key learnings from 2023 in the locations and workforce strategy space? What are the top strategic priorities for locations and workforce strategy heads in 2024? Which locations offer untapped talent potential? How can locations and workforce strategy leadership leverage key trends for 2024 to achieve an optimal locations portfolio?

Everest Group’s Location Spotlight reports provide a crisp, insightful assessment of established and emerging/next-wave global services delivery locations by country and city. The reports help global sourcing practitioners or location strategy professionals stay ahead of competition in understanding key market dynamics and the related opportunities presented by each location. Our report on Riga, Latvia offers data-backed research to understand the market’s attractiveness in terms of: Key drivers, challenges, and untapped opportunities for the global sourcing industry Talent and skills availability (at both entry and experienced levels) Depth and maturity across functions Financial attractiveness (including wage inflation and attrition) Delivery presence of enterprises and service providers Key languages supported Key environment risks (such as macroeconomic, geopolitical, infrastructure, safety and security, and legal and regulatory) Location Spotlight, combined with other reports in Everest Group’s Locations Insider™ subscription, makes for the industry’s most comprehensive resource on location trends and perspectives. The Locations Insider™ subscription provides up-to-date and actionable insights on which enterprises can base their location decisions and strategies. Membership(s) Locations Insider™ Outsourcing Excellence

Is your location portfolio and workforce strategy primed to manage black swan events, persisting economic uncertainties, cost and price pressures, and the geopolitical changes of today’s business landscape? Watch this webinar as Everest Group experts deliver approaches to secure maximum value from delivery location portfolios and offer exclusive insights into the best practices for managing location portfolios and workforce strategies. Whether you hold the reins as a sourcing leader, a delivery head, or a workforce strategy executive, this engaging webinar will provide you with valuable insights and actionable advice to optimize your locations portfolio and maximize returns. What questions has the webinar answered for the participants? What are the hottest global sourcing locations trends of early 2023? What are the different models for managing your locations portfolio? What are the key challenges and best practices for optimizing locations portfolio and workforce strategy? Which crucial aspects are often overlooked when managing locations and workforce strategy? What is the ultimate checklist when evaluating a new location? How can you proactively and programmatically gauge the health of your locations portfolio?

Everest Group’s Location Spotlight reports provide a concise and insightful assessment of global services delivery locations, both established and emerging/next-wave, categorized by country and city. The reports serve as a valuable resource for global sourcing practitioners and location strategy professionals, equipping them with the necessary knowledge to stay ahead of the competition by describing key market dynamics and highlighting the opportunities associated with each location. Our report on Chile offers data-backed research to understand the market in terms of:: Key drivers, challenges, and untapped opportunities for the global sourcing industry Talent and skills availability (at both entry and experienced levels) Depth and maturity across functions Financial attractiveness (including wage inflation and attrition) Delivery presence of enterprises and providers Key languages supported Key environment risks (such as macroeconomic, geopolitical, infrastructure, safety and security, and legal and regulatory) Location Spotlight, combined with other reports in Everest Group’s Locations Insider™ subscription, makes for the industry’s most comprehensive resource on location trends and perspectives. The Locations Insider™ subscription provides up-to-date and actionable insights on which enterprises can base their location decisions and strategies. Membership(s) Locations Insider™ Sourcing and Vendor Management

Everest Group’s Location Spotlight reports provide a concise and insightful assessment of global services delivery locations, both established and emerging/next-wave, categorized by country and city. The reports serve as a valuable resource for global sourcing practitioners and location strategy professionals, equipping them with the necessary knowledge to stay ahead of the competition by describing key market dynamics and highlighting the opportunities associated with each location. Our report on Costa Rica offers data-backed research to understand the market in terms of: Key drivers, challenges, and untapped opportunities for the global sourcing industry Talent and skills availability (at both entry and experienced levels) Depth and maturity across functions Financial attractiveness (including wage inflation and attrition) Delivery presence of enterprises and providers Key languages supported Key environment risks (such as macroeconomic, geopolitical, infrastructure, safety and security, and legal and regulatory) Location Spotlight, combined with other reports in Everest Group’s Locations Insider™ subscription, makes for the industry’s most comprehensive resource on location trends and perspectives. The Locations Insider™ subscription provides up-to-date and actionable insights on which enterprises can base their location decisions and strategies. Membership(s) Locations Insider™ Sourcing and Vendor Management

The Global Locations State of the Market Report 2023 interprets developments and trends related to global service locations, with the aim to design a best-fit locations portfolio strategy. The report is divided into three parts – Key Trends Shaping the Landscape, Risk Watch, and Locations PEAK Matrix®. It provides insights into market size and growth, global services exports by region and country, location activity by region and country, and trends affecting global locations. Additionally, the report provides industry-leading comparison and analysis of key changes in the maturity, arbitrage, stability, and potential of global delivery locations (cities) through our PEAK Matrix® assessment of locations. The Risk Watch section offers a comprehensive view of the operating and business environments in major delivery locations globally, along with select source geographies. Scope Industry: global services Geography: global Contents In this report, we examine: The operating and business environment at different locations in a region, including APAC, Europe, the Americas, and Middle East and Africa Key changes in the risk profiles of different delivery locations Key risks/opportunities to watch out for in delivery locations across regions Risk ratings across seven primary parameters of assessment Important occurrences in the past year that are likely to impact providers and buyers or are worth watching out for Membership(s) Locations Insider™ Sourcing and Vendor Management

Everest Group’s Location Spotlight reports offer a concise and insightful assessment of both established and emerging/next-wave global services delivery locations, categorized by country and city. The reports enable global sourcing practitioners and location strategy professionals to maintain a competitive edge by helping them understand the key market dynamics and related opportunities associated with each location. Our report on Brazil offers data-backed research to understand the market in terms of: Key drivers, challenges, and untapped opportunities for the global sourcing industry Talent and skills availability (at both entry and experienced levels) Depth and maturity across functions Financial attractiveness (including wage inflation and attrition) Delivery presence of enterprises and providers Key languages supported Key environment risks (such as macroeconomic, geopolitical, infrastructure, safety and security, and legal and regulatory) Location Spotlight, combined with other reports in Everest Group’s Locations Insider™ subscription, makes for the industry’s most comprehensive resource on location trends and perspectives. The Locations Insider™ subscription provides up-to-date and actionable insights on which enterprises can base their location decisions and strategies. Membership(s) Locations Insider™ Sourcing and Vendor Management