In a world riddled with economic uncertainty, Sri Lanka’s BPO industry cuts through the chaos with a winning hand: drastic industry expansion, a pool of brilliant talent, and the promise of exponential growth. The BPO industry is a game-changer, ready to redefine the future of outsourcing and perhaps the future of the country.

Despite global challenges, Sri Lanka’s resilient BPO industry continues to thrive on:

• A tech-savvy, highly literate workforce: With a literacy rate of over 93%, Sri Lanka boasts a diverse pool of internationally qualified technical talent.
• Government commitment: The “Vision 2024” initiative aims for a $3 billion BPO export economy, supported by infrastructure upgrades, projects like Port City Colombo, digital transformations, and talent development.
• Cost advantages: Offering a staggering 70% cost reduction compared to traditional outsourcing hubs, Sri Lanka entices investors with its blend of affordable labour, operational experience, and a competitive edge over neighbouring Vietnam (40% cost reduction) and India (60% cost reduction).
• Strategic location: Positioned between the Middle East and Asia, Sri Lanka provides seamless access to diverse markets, making it ideal for regional and global operations.

Why Sri Lanka?

Although outsourced operations are commonly attributed to countries such as India, Vietnam, and the Philippines, Sri Lanka, despite being less recognized, boasts a distinct and arguably far greater advantage in this domain.

Here’s why.

1. Our Strong Infrastructure:

Sri Lanka not only holds its own but takes a lead in infrastructure and utility quality, outpacing regional giants like India, Bangladesh, the Philippines, and Vietnam. This underappreciated fact affirmed by assessments from influential bodies like the Sri Lanka Association for Software Services Companies (SLASSCOM) and the Information and Communication Technology Agency (ICTA) unveils a substantial advantage for the Industry.

Sri Lanka also offers islandwide 95% 4G coverage and takes pride in being the first South Asian nation to trial 5G technology and commercially launch a 4G-LTE network.

Demonstrating a commitment to its people, Sri Lanka allocated a noteworthy 322 billion LKR to healthcare in 2023. This significant investment not only secures a higher Global Competitiveness Index ranking than regional counterparts but also fosters a robust and resilient workforce, ensuring uninterrupted service delivery.

Even in the face of unprecedented challenges, our cutting-edge infrastructure keeps our outsourcing industry running smoothly, as evidenced by continuous operations during the pandemic and economic downturn.

2. Our Highly Skilled Workforce:

Sri Lanka stands out in Asia with its remarkable 93% literacy rate, fueling a thriving knowledge services industry with over 80,000 skilled professionals. This puts us miles ahead of outsourcing giants in Asia like India with a 77% literacy rate and Bangladesh with 74%.

3. We Go Beyond the Basics:

Sri Lanka is moving beyond the conventional BPO landscape and embracing a new identity as Business Process Management (BPM).

This rebranding signifies a shift towards delivering elevated value, where proficient minds extend beyond mere automation. Instead, they are actively involved in reshaping routine tasks into strategic collaborations, fostering a culture of continuous improvement and process optimization.

This evolution positions Sri Lanka as a hub for not just routine outsourcing but as a partner in driving strategic value for businesses.

Specialisation and value addition:

Sri Lanka has an acute focus on its thriving knowledge services industry which is estimated to generate USD 3 billion in 2024. As this sector flourishes, we see an extension beyond routine tasks to encompass more strategic and complex responsibilities.

• Homegrown IT giants have redefined financial technology on a global scale. Their enterprise solutions, from stock exchange systems to sophisticated cyber security, power the engines of some of the world’s most renowned exchanges, including the London Stock Exchange, Borsa Italiana, and the London Metal Exchange.
• Transcending traditional outsourcing, Sri Lanka’s BPM focuses on managing operations, delivering clients a distinctive blend of efficiency and competitive pricing for unparalleled value addition.

4. We Offer a World of Opportunity for Investors:

For investors seeking a strategic entry point into the Asian market, Sri Lanka offers an irresistible proposition:

A robust ecosystem:

• Sri Lanka has built a robust ecosystem ideal for BPO players including government initiatives like Orion City, Trace City, and Port City which fosters innovation hubs, legal advantages, and global partnerships.
• Port City, a special economic zone (SEZ), modelled after Dubai’s International Financial Centre offers zero expropriation, freedom of ownership, and no restrictions on foreign ownership or hiring non-citizens, fostering a global innovation hub.

Sustainable partnerships:

Lankan innovation and technology has fuelled global industries for over 30 years, earning trust and committed partnerships from a range of global brands and cementing our position as a pioneer in the international BPO stage.

• Here are just a few global brands powered by Sri Lankan talent and technology: Ebay, J P Morgan, Emirates, Pepsi, Nike, HSBC, Moody’s Analytics, Adidas, PayPal, IFS, Virtusa, Virgin, Pearson, etc.
• As the first South Asian country to embrace economic liberalisation, Sri Lanka has been a favoured destination for many global corporations for decades, including Chevron, General Electric, Citigroup, IBM, Unilever, and WIPRO– all of whom have been long-standing collaborators, underscoring the nation’s commitment to fostering lasting and mutually beneficial connections.

With such advantages, Sri Lanka’s robust BPM ecosystem positions itself as a prime destination for businesses seeking to thrive in a dynamic and value-driven landscape.

In summary, Sri Lanka’s BPO expertise extends far beyond the basics, encompassing a vibrant ecosystem of talent delivering world-class services across diverse disciplines. What’s more, is that we are just scratching the surface of our capacity and scale of what we are capable of.

As you explore the untapped potential of Sri Lanka, envision not just a partnership but a journey of transformation. Beyond spreadsheets and ledgers, we offer a seamless integration where creativity meets efficiency, and where the promise of a small island nation transcends expectations.