Scope
- 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
Contents
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
Page Count: 71
