by King White, on Feb 16, 2024 8:00:00 AM
The call center industry gained some momentum in 2023 with an estimated 180,000 jobs announced in 2023 as compared to 126,000 in 2022. The U.S. market struggled while nearshore and offshore regions had solid growth. Global call center site selection activity has varied greatly by region.
The U.S. market continued to struggle in 2023 by reaching an all-time low of only 9,247 jobs created or announced. High labor costs and recessionary economic conditions drove more growth to nearshore and offshore geographies. It is important to note that data has become more difficult to track and less accurate in the U.S. due to the transition to a remote workforce for many call centers.
Offshore regions like India and the Philippines experienced solid growth, with 98,520 jobs announced in India and 36,629 in the Philippines, respectively. Africa continued to gain momentum with over 10,000 jobs announced.
Latin America and Caribbean (LACA) region had continued to expand adding over 17,925 jobs which was down from the prior year. This nearshore region continues to be the hotspot globally.
To help you identify the companies driving this growth, Site Selection Group has identified the top 20 most impactful expansions announced in onshore, nearshore and offshore regions.
The most impactful call center project announcements by region
To help understand call center site selection trends, Site Selection Group has identified some of the most impactful onshore, nearshore and offshore call center project announcements of 2023 to illustrate the types of projects being completed across the world.
These new project announcements were identified through a filtering process based on jobs created, location and community impact. The following table identifies these projects announced in 2023:
Top 20 Onshore Call Center Projects of 2023
Company |
# of Jobs |
Location |
Expansion Type |
| T-Mobile | 1,000 | Henrietta, NY | New Site |
Top 20 Nearshore Call Center Projects of 2023
Company |
# of Jobs |
Location |
Expansion Type |
| Ibex Global | 1,500 | Portmore, Jamaica | New Site |
| itel BPO | 1,500 | Jamaica | Expansion |
| iQor | 1,200 | Trinidad & Tobago | Expansion |
| Teleperformance | 1,000 | Georgetown, Guyana | New Site |
| Sagility | 1,000 | St. Catherine, Jamaica | New Site |
| Transparent BPO | 1,000 | Belize City, Belize | New Site |
| Alorica | 1,000 | Ciudad del Este, Paraguay | New Site |
| KM2 Solutions | 650 | St. George, Grenada | New Site |
| Sagility | 650 | Barranquilla, Colombia | New Site |
| TTEC | 600 | San Pedro Sula, Honduras | New Site |
| iQor | 500 | Medellin, Colombia | New Site |
| itel BPO | 500 | Belize City, Belize | New Site |
| TLC Associates | 470 | Medellin, Colombia | New Site |
| TLC Associates | 450 | Santo Domingo, Dominican Republic | New Site |
| TTEC | 430 | Sao Paulo, Brazil | New Site |
| Nearsol | 400 | Medellin, Colombia | New Site |
| AeC | 400 | Montes Claros, Brazil | Expansion |
| TaskUs | 350 | Medellin, Colombia | New Site |
| Ascensos | 300 | Trinidad & Tabago | New Site |
| Experian | 250 | San Jose, Costa Rica | Expansion |
Company |
# of Jobs |
Location |
Expansion Type |
| Teleperformance | 60,000 | India | Expansion |
| VXI Global Solutions | 10,000 | Hyderabad, India | New Site |
| Wells Fargo | 5,000 | Bonifacio City, Philippines | New Site |
| JPMorgan Chase | 5,000 | Bonifacio City, Philippines | Expansion |
| Amplify5 | 4,000 | Cape Town, South Africa | New Site |
| FoundEver | 2,400 | Cebu, Philippines | New Site |
| Concentrix | 2,000 | Bhubaneswar, India | New Site |
| SixEleven | 2,000 | Davao City, Philippines | Expansion |
| Ibex Global | 2,000 | Philippines | Expansion |
| Capgemini | 1,600 | Cairo, Egypt | New Site |
| Asurion | 1,560 | Clark, Philippines | New Site |
| Access Healthcare | 1,500 | Multiple sites, India | New Site |
| Concentrix | 1,500 | Cebu, Philippines | New Site |
| OfficePartners360 | 1,500 | Davao City, Philippines | New Site |
| Optum | 1,500 | Philippines | New Site |
| Carelon Global Solutions | 1,500 | Philippines | Expansion |
| Optum Global Solutions | 1,500 | Davao, Philippines | New Site |
| Atento | 1,219 | Iloilo City, Philippines | New Site |
| Qualfon | 1,200 | Capiz, Philippines | New Site |
| Afni | 1,200 | Laguna, Philippines | New Site |
