Global Contact Center Market Activity | August 2026

Site Selection Group (SSG) tracks global contact center expansions, new openings, consolidations, and downsizing activity through ongoing market research across onshore, nearshore, and offshore locations. Our monthly data is designed to help contact center leaders better understand where the industry is growing, shifting, and recalibrating worldwide.

Global contact center hiring activity moderated in July 2026, with 5,347 announced jobs across 19 new sites and expansions, partially offset by 1,300 jobs tied to a single downsizing operation. The Philippines once again led global activity with a wide spread of new sites and expansions, while South Africa and Egypt kept Africa in the growth conversation. The UK's British Gas accounted for the month's lone downsizing announcement.

Through the first seven months of 2026, SSG has tracked more than 44,053 announced jobs across 84 expansions and new sites globally — with 18 closures or downsizings accounting for 6,771 displaced positions. Net new job creation remains firmly positive at more than 37,282 positions for the year.

New Sites & Expansion Announcements

Closures and Downsizing

Regional Highlights

Philippines Remains the Volume Leader

The Philippines again accounted for the largest share of announced jobs, with more than 2,600 announced roles across Cebu, Clark, and Manila, led by Connext Global's 900-job expansion in Cebu and NQX's 750-job expansion. Additional activity from Telus, Microsourcing/Beepo, Opscale, and Asiatel added further new-site momentum. Recent reporting also points to a structural shift in the market: Philippine outsourcing office demand is increasingly being shaped by Global Capability Centers (GCCs), while the local BPO union has moved to seek a P1,200 minimum wage, a signal that labor cost dynamics in the market are shifting.

Africa Delivers the Month's Largest Deal

Africa was the source of the month's single largest announcement: African People Intelligence's 1,100-job new site in Cape Town, South Africa, plus Konecta's 200-job expansion in Cairo, Egypt — together 1,300 jobs across two new sites region-wide. Recent market rankings reinforce this momentum: South Africa now leads Africa in global outsourcing rankings, with Nigeria and Kenya following, and separate coverage highlights Nigeria's own push to position itself as the continent's next BPO powerhouse.

U.S. Market Adds Jobs Without Offsetting Downsizing

U.S. activity was broad but modest in scale: Foundever expanded across three sites (Ft. Smith, AR; DeLand, FL; and Sumter, SC) for 650 combined jobs, Coast Professional opened a 350-job new site in Voorhees, NJ, and Teleperformance added 300 jobs in Brownsville, TX. Notably, the U.S. recorded no downsizing announcements this month.

Eastern Europe and India Market Activity

Uzbekistan drew two new-site announcements (Trenkwalder Group and Sonect), while Genpact/Nestle opened a new site in Hyderabad, India. Separately, Indian outsourcing firms are mobilizing against a proposed U.S. push to curb offshore call centers, a policy conversation worth watching given India's exposure to U.S.-facing contact center work; relatedly, the FCC's own push to onshore contact centers has already prompted responses from several major U.S. organizations.

What It Means for Contact Center Leaders

July activity shows that companies continue to prioritize locations offering:

• Scalable labor pools
• Competitive wage structures
• Multilingual talent
• Proven outsourcing ecosystems
• Operational flexibility
• AI-enabled workforce models

At the same time, policy conversations around onshoring in the U.S. and wage pressure in the Philippines are worth monitoring as they could reshape location strategy in the months ahead.

Conclusion

Site Selection Group tracks global contact center openings, expansions, consolidations, and labor market shifts each month to help companies understand where the industry is growing, evolving, and becoming more competitive. Our research spans onshore, nearshore, and offshore markets to provide timely insight into location trends shaping the contact center industry.

If your organization is evaluating contact center location strategy, outsourcing opportunities, labor market conditions, or portfolio optimization, our team is available to help you make informed decisions. SSG operates exclusively on behalf of corporate clients — we never represent landlords or outsourcing providers — so our advisory is always conflict-free.

About Site Selection Group

Site Selection Group is a full-service location advisory, economic incentive, and corporate real estate firm headquartered in Dallas, Texas. SSG specializes in the contact center industry and works exclusively with companies operating contact centers on location strategy, outsourcing advisory, and contact center technology evaluation. Learn more at siteselectiongroup.com.