GBS Cost and Performance Benchmarks Book

7 Aug 2020
by Sakshi Garg, Kushagra Singh, Harsh Kumar

GBS Cost and Performance Benchmarks Book is available only to GBS & Shared Services (GBS/SS) members. For information on membership, please contact us

The Cost and Performance Benchmarks Book is an off-the-shelf reference for GBS professionals to benchmark their in-house delivery costs against market benchmarks and derive back-of-the-envelope business cases. Members can also use the analyst inquiry service to clarify points, ask for additional advice, and discuss any other points related to the book.


  • Cost benchmarks for 25+ IT, BPO, and next-generation/digital roles across 10 onshore, nearshore, and offshore global delivery geographies
  • Performance metrics and benchmarks for almost 15 key metrics


This book offers cost and performance benchmarks for the in-house delivery of Finance & Accounting (F&A), IT Applications, IT Infrastructure, human resources, contact centers, analytics, RPA, and Agile/DevOps. The benchmarks are provided at a city level for the following 10 countries:

  • India (Bangalore, Hyderabad, Pune)
  • Philippines (Manila, Cebu)
  • China (Shanghai, Dalian)
  • Malaysia (Kuala Lumpur)
  • Poland (Krakow, Wroclaw)
  • Romania (Bucharest)
  • Mexico (Mexico City)
  • Costa Rica (San Jose)
  • US (New York, Dallas)
  • UK (London, Manchester)

The cost benchmarks are normalized to industry standard roles and experience levels and are represented as the 20th, median, and 80th percentiles. The benchmarks have been further broken down into compensation and overheads to help users benchmark compensation, as it is the biggest component of the cost structure.

The performance benchmarks section covers benchmarks for IT Applications, IT Infrastructure, F&A, and contact centers. The metrics covered are:

  • Customer satisfaction
  • Quality
  • Timeliness
  • Throughput

For information on membership, pleasecontact us


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