Introduction

In this report we highlight the key factors to be considered during location selection for onshore delivery centers. The last few years have witnessed an increase in interest for Business Process Service (BPS) delivery from onshore locations in the United States. This has been guided by change in regulations, customer demands, as well as market dynamics. With more than 60 viable location options in the United States for setting up delivery centers, players are faced with trade-offs on cost, talent, and local market maturity. This report provides insights on the key location types available within the United States for onshore BPS delivery and associated trade-offs. It also includes an in-depth analysis of select tier-1, tier-2, and tier-3 cities within the United States, for suitability of delivery of different BPS services.

SCOPE AND CONTENTS

This report provides Everest Group’s perspective on onshore delivery of non-voice Business Process Services (BPS) from the United States and covers the following topics:

• Non-voice BPS delivery from in-house centers as well as third-party service providers from locations in the United States
• Trends in industry verticals such as Banking, Financial Services, and Insurance (BFSI), healthcare, and pharma; as well as horizontals such as contact center, finance & accounting, procurement, and human resource services
• Key location types and associated trade-offs in terms of operating cost, talent-pool availability, competitive intensity, and government support
• Assessment of select cities across three different location categories (tier-1, tier-2, and tier-3) in the United States, for delivery center set-up