Call Center Market Size & Wage Comparison: Onshore, Nearshore, & Offshore Regions

As a premier provider of global call center location intelligence, Site Selection Group is at the forefront of identifying and analyzing trends shaping the call center industry worldwide. Leveraging our proprietary market research, we offer in-depth insights into employment and wage trends across various regions, helping our clients make strategic and site selection decisions.

Our clients often ask, “How many call center employees are in onshore, nearshore and offshore regions?” Answering this becomes complex, especially since the shift to remote work post-pandemic has blurred traditional employment boundaries. However, our research provides a reliable estimate of call center employment across key geographies that our clients consider for their operations.

Overview of call center employment and wages by region

United States

A cornerstone of the global call center industry, the U.S. employs an estimated 2.5 million to 3 million workers in the call center sector. With wages ranging from $17 to $22 per hour, the U.S. reflects a robust demand for diverse customer service operations bolstered by its advanced infrastructure.

Philippines

With around 1.3 million to 1.5 million employees earning between $2 and $3 per hour, the Philippines remains a global hub for call center operations. English proficiency and cultural compatibility with Western markets make it an ideal outsourcing destination.

India

Home to approximately 1.1 million to 1.3 million call center professionals, India offers wages from $1.50 to $2.50 per hour. The region’s cost-effectiveness and pool of English-speaking professionals continue to attract significant business process outsourcing investments.

Latin America and the Caribbean (LACA)

This region employs 1.3 million to 1.4 million call center workers with hourly wages of $4 to $7. Its geographical and temporal proximity to the U.S. makes it an attractive nearshore option for enhancing customer service.

Eastern Europe

As a maturing call center hub, Eastern Europe has an estimated 1 million call center workers and offers wages between $5 and $9 per hour. The area is prized for its multilingual capabilities and strategic location to serve Western Europe.

Africa

On the rise in the call center sector, Africa has an estimated 700,000 to 800,000 call center employees with wages comparable to India, ranging from $1.50 to $3.75 per hour. Countries like South Africa, Kenya and Egypt are capitalizing on their young, multilingual populations and improving technological infrastructure.

Conclusion

The insights from Site Selection Group’s proprietary market research are vital for businesses navigating the complexities of global call center operations. Understanding both the quantitative and qualitative aspects of employment and wage trends is essential for maintaining a competitive edge and making well-informed strategic decisions in site selection. As market conditions shift, it's essential to stay informed with accurate and comprehensive analysis.