Global Contact Center Market Activity | May 2026
by King White, on May 1, 2026 7:00:01 AM
As a recognized leader in contact center site selection, outsourcing advisory, and labor market strategy, 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 remained steady in April 2026, with 7,249 announced jobs across 13 new sites and expansions, partially offset by 1,300 jobs tied to downsizing across two operations. The month’s largest announcement came from TTEC in Cairo, Egypt, while the Philippines continued its strong pace of BPO-led growth.
April’s data reinforces a trend many contact center leaders are already seeing: growth is concentrating in scalable labor markets with strong talent pipelines, multilingual capabilities, and proven delivery infrastructure. At the same time, some mature operations continue to resize footprints due to automation, cost pressure, and changing customer service models.
April 2026 Snapshot
Metric |
Total |
| Jobs Added | 7,249 |
| Jobs Reduced | 1,300 |
| Net Jobs | 5,949 |
| New Sites / Expansions | 13 |
| Downsizing / Closures | 2 |
Top Expansion Announcements
Rank |
Company |
Jobs |
Location |
Type |
| 1 | TTEC | 3,500 | Cairo, Egypt | Expansion |
| 2 | Envision RPO | 750 | Iloilo, Philippines | Expansion |
| 3 | Sagility | 500 | Iloilo, Philippines | Expansion |
| 4 | Access Healthcare | 500 | Manila Bay Area, Philippines | Expansion |
| 5 | TaskUs | 399 | Clark, Philippines | Expansion |
Downsizing Announcements
Company |
Jobs Impacted |
Location |
Type |
| Sama | 1,100 | Kenya | Downsize |
| T-Mobile | 200 | Chattanooga, TN | Downsize |
Regional Highlights
Egypt Posts Major Win
TTEC’s 3,500-job expansion in Cairo was one of the most significant global announcements of the month. Egypt continues to attract attention for multilingual talent, lower operating costs, and strong support for outsourcing and customer care operations serving EMEA markets.
Philippines Continues Strong Momentum
The Philippines accounted for more than 3,000 announced jobs in April across multiple cities, including Iloilo, Manila Bay Area, Clark, Quezon City, and Alabang. The country remains a leading destination for voice support, healthcare services, finance operations, and customer experience programs.
U.S. Market Shows Selective Growth
AT&T added 300 jobs in San Antonio, while T-Mobile reduced 200 jobs in Chattanooga. This reflects an ongoing trend in the U.S. market where hiring remains targeted and tied to strategic hubs, automation readiness, and operating efficiency.
India Adds Financial Services Capacity
Bank of India and PNB Bank each announced new operations, signaling continued investment in domestic servicing and banking support functions.
What It Means for Contact Center Leaders
April 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
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.
Contact us for more information.
