Global Contact Center Market Activity | November 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.

October 2026 delivered 4,200 announced jobs across eight new sites and expansions, partially offset by 1,825 jobs tied to three closures and downsizings — every one of them in Italy. Growth was spread across five regions, led by 1,000-job announcements from TP in Pasay City, Philippines and Chandra Asri Group in Jakarta, Indonesia, along with TELUS Digital's 900-position site in Guatemala City and Foundever's continued push beyond Cairo into Giza and Luxor. The biggest story of the month, however, did not show up in the announcement data at all: AT&T committed to moving customer service for its home internet, home phone, and postpaid wireless customers to U.S.-based employees by the end of 2027 — the most significant onshoring commitment we have seen from a major U.S. brand in years.

Through the first ten months of 2026, SSG has tracked more than 56,353 announced jobs across 107 expansions and new sites globally — with 25 closures or downsizings accounting for 9,409 displaced positions. Net new job creation now stands at more than 46,944 positions for the year.

August 2026 Snapshot

New Sites & Expansion Announcements

Closure & Downsizing Announcements

Regional Highlights

U.S. Market: AT&T Commits to Onshoring Customer Care

October produced no new U.S. site announcements in our data, but it may have produced the most consequential U.S. contact center news of the year. AT&T announced it will move customer service for its home internet, home phone, and postpaid wireless customers to U.S.-based employees by the end of 2027. The company said many of the new positions will be full-time union jobs as it reduces its reliance on contractors, and FCC Chairman Brendan Carr publicly praised the move.

The announcement follows the FCC's March 2026 rulemaking on offshore call centers, which sought comment on ways to encourage onshoring, location disclosure during customer calls, and English-proficiency requirements for call takers at communications providers. AT&T is now the first of the three national wireless carriers to make a public onshoring commitment, which will put pressure on T-Mobile and Verizon to respond. AT&T has not yet disclosed how many positions or which locations will be involved, but the scale of its customer base makes this a meaningful new source of domestic contact center demand heading into 2027 — and a new competitor for agent talent in the markets it chooses.

Philippines: TP Opens Its 29th Site as Growth Moves Beyond Metro Manila

TP opened its 29th Philippine site at the Four E-Com Center in the SM Mall of Asia complex in Pasay City, with more than 1,000 jobs. The new site complements TP's existing Pasay operation at the MAAX Building, which already employs more than 5,000 people, and it is the company's third Philippine expansion announcement in less than a year. Optum Philippines, the UnitedHealth Group global capability center, also opened new offices at Filinvest Tower 4 in Cebu IT Park as it expands healthcare clinical, revenue cycle, and technology operations in the city.

Real estate consultancy PRIME Philippines reported in October that rising Metro Manila wages — including the latest P60 minimum wage increase in the National Capital Region — and intensifying competition for agents are pushing BPOs toward provincial cities in the Visayas and Mindanao. PRIME also cautioned that limited Grade A office supply and inconsistent power and internet reliability remain real constraints in smaller markets. Year to date, the Philippines has posted more than 14,000 announced jobs, the most of any country SSG tracks in 2026.

Africa: Foundever Pushes Beyond Cairo, and Egypt's Xceed Heads to India

Foundever added two Egyptian announcements in October: a new operational hub in Giza and continued growth at its Luxor center, which opened in late 2025 as the company's first site in Upper Egypt. Foundever reported earlier this year that its Egypt workforce had reached roughly 2,700 employees across Maadi, Nasr City, and Luxor, with plans to grow Luxor to 1,000 employees. The pattern matters as much as the numbers: operators are now treating Egypt's secondary cities as credible delivery markets, not just Cairo's established technology parks.

Egypt is also exporting capacity. Xceed, the outsourcing arm of Telecom Egypt, acquired an Indian BPO earlier this year and now runs more than 500 staff in Hyderabad supporting international clients with voice and non-voice services. India becomes Xceed's sixth market after Egypt, Morocco, Mauritius, Saudi Arabia, and the UAE. With October's activity, Egypt has accounted for more than 11,200 announced jobs in 2026, and Africa as a whole has posted more than 19,500 — still the most of any region SSG tracks.

Nearshore: TELUS Digital Opens Its Sixth Guatemala Site

TELUS Digital opened a new operations center at Centro Comercial Miraflores in Zone 11 of Guatemala City, with capacity for more than 900 positions. It is the company's sixth site in the country, where it already employs more than 14,000 people directly. Notably, TELUS said the location was chosen in part because employees asked for a site closer to where they live — a reminder that commute access and neighborhood-level location decisions are now part of the retention equation in mature nearshore markets. Guatemala's contact center and outsourcing industry supports roughly 55,000 formal jobs, according to the AGEXPORT export association, and the country has now posted 1,900 announced jobs in our 2026 data.

Asia-Pacific: Indonesia and Australia

Chandra Asri Group announced 1,000 jobs at a new site in Jakarta, Indonesia — one of the month's two largest announcements. In Australia, Auto & General opened a Budget Direct customer service center in Adelaide's CBD, starting with about 50 employees and planning to move into a permanent site with capacity for up to 300 in early 2027. The Adelaide team will service all Auto & General policies, including Budget Direct and its partner brands. It is a good example of a domestic, onshore build in a lower-cost secondary metro rather than a move offshore.

Western Europe: Italy's Call Center Crisis Deepens

All three of October's reductions came from Italy: Konecta downsized 1,000 positions, SystemHouse 525, and Callmat 300 in Matera. The Callmat case is representative of the broader problem. The Matera site, which has depended heavily on TIM volumes, has been in a months-long labor dispute after TIM cut its outsourced customer care work, and talks at the local prefecture in early October failed to produce an agreement on roughly 350 threatened layoffs.

In Sicily, unions warn that more than 7,000 call center jobs are directly at risk, with redundancies at Konecta Italia and System House in Palermo compounding earlier closures at long-standing operators. Unions have called a national sector strike for November 11. Italian labor leaders point to two pressures at once: Italian brands reducing the volume of customer calls they are willing to pay for, and automation replacing work that agents previously handled. Year to date, Western Europe now accounts for more than 5,400 of the 9,409 displaced positions SSG has tracked in 2026 — well over half.

Industry Watch: Headcount Is Shrinking Even as Announcements Continue

A new Revelio Labs report published in October found that global call center headcount is 5.3% below its December 2023 peak and has declined year over year for eight consecutive quarters, ending more than a decade of steady growth. The decline began in higher-income countries but has since spread to every income group. Revelio pointed to operators pursuing AI-driven efficiency, including TP's €150 to €170 million cost-reduction program and TaskUs leadership's estimate that agentic AI could cut customer support costs by 25% to 50%.

That finding is not in conflict with the more than 56,000 announced jobs SSG has tracked this year — it explains them. New capacity is concentrating in a smaller number of low-cost, scalable markets while legacy sites in higher-cost locations shrink or close. Capital is following the same logic. Fusion CX completed its ₹702 crore (roughly US$84 million) IPO in India, listing on October 22 at about a 5% premium after the issue was oversubscribed more than three times. The company has made six acquisitions in three years across the U.S., Australia, and Belize and operates 40 delivery centers in 13 countries.

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.