Largest Onshore, Nearshore, Offshore and European Call Center Site Selection Expansion Announcements of 2021
by King White, on Jan 18, 2022 9:24:39 AM
The call center industry faced significant headwinds during 2021 as growth slowed due to the lingering impact of the COVID-19 pandemic. Unlike in 2020 when call volumes increased due to consumer demand, growth declined by more than 30% in 2021 to 107,000 jobs from an estimated 160,000 jobs in 2020.
The U.S. had the biggest decrease dropping almost 50% to 37,000 jobs from 70,000 jobs.
The Philippines, which has historically been one of the fastest-growing markets, also was hit hard with basically no jobs created.
Conversely, the Latin America and Caribbean region had explosive growth adding almost 30,000 jobs which almost reached the level of job creation in the U.S.
To help you identify the companies driving this growth, Site Selection Group has identified the top 20 most impactful expansions announced in onshore, nearshore, offshore and European 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, offshore and European call center project announcements of 2021 to illustrate the types of projects being completed across the globe despite the COVID-19 pandemic.
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 2021:
Top 20 Onshore Call Center Projects of 2021
| Company | # of Jobs | Location | Expansion Type |
| Progressive Insurance | 3,000 | Multiple Sites, USA | Expansion |
| Carvana | 2,500 | Atlanta, GA | New Site |
| General Dynamics | 2,500 | Bossier Parish, LA | New Site |
| Telus International | 1,200 | North Charleston, SC | New Site |
| Fidelity | 1,100 | Westlake, TX | Expansion |
| Discover Financial Services | 1,000 | Chicago, IL | New Site |
| Spectrum | 929 | El Paso, TX | Expansion |
| T-Mobile | 800 | Kingsburg, CA | New Site |
| Pfizer | 600 | Tampa, FL | New Site |
| NewDay | 600 | West Palm Beach, FL | New Site |
| T-Mobile | 540 | North Charleston, SC | Expansion |
| Charter Communications | 510 | Overland Park, KS | New Site |
| Firstsource | 500 | Farmers Branch, TX | New Site |
| Medica | 500 | St. Paul, MN | New Site |
| Fidelity Investments | 500 | Research Triangle Park, NC | Expansion |
| Gamestop | 500 | Pembroke Pines, FL | New Site |
| Radial | 500 | Pueblo, CO | Expansion |
| Consumer Cellular | 500 | Louisville, KY | New Site |
| Consumer Cellular | 500 | Oklahoma City, OK | New Site |
| Chime Solutions | 450 | Dallas, TX | Expansion |
Top 20 Nearshore Call Center Projects of 2021
| Company | # of Jobs | Location | Expansion Type |
| ProximoCX | 3,000 | Tijuana, Mexico | New Site |
| Amazon | 2,000 | San Jose, Costa Rica | Expansion |
| IBEX | 2,000 | Tegucigalpa, Honduras | New Site |
| Transparent BPO | 2,000 | Spanish Town, Jamaica | New Site |
| Asurion | 1,500 | Bogota, Colombia | New Site |
| Concentrix | 1,500 | Dominican Republic | Expansion |
| IBEX | 1,300 | Portmore, Jamaica | New Site |
| itelBPO | 1,000 | Kingston, Jamaica | New Site |
| Alorica | 1,000 | Cali, Colombia | New Site |
| Concentrix | 1,000 | Costa Rica | Expansion |
| Concentrix | 1,000 | Jamaica | Expansion |
| Concentrix | 1,000 | El Salvador | Expansion |
| Midas BPO | 1,000 | Guyana | New Site |
| Iterum Connections | 900 | Kingston, Jamaica | New Site |
| Comdata Group | 800 | Colombia | Expansion |
| KM2 | 600 | Santo Domingo, Dominican Republic | New Site |
| Transcom | 550 | Bogota, Colombia | New Site |
| CSS Corp | 500 | Barranquilla, Colombia | New Site |
| Concentrix | 500 | Jamaica | Expansion |
| GlowTouch | 300 | Santo Domingo, Dominican Republic | New Site |
Top 20 Offshore Call Center Projects of 2021
| Company | # of Jobs | Location | Expansion Type |
| Amazon | 5,000 | Cape Town, South Africa | Expansion |
| CCI | 3,000 | Nairobi, Kenya | New Site |
| Talabat | 3,000 | Cairo, Egypt | New Site |
| TresVista | 2,000 | India | Expansion |
| Transcosmos | 1,568 | South Korea | Expansion |
| Webhelp | 1,400 | Cape Town, South Africa | Expansion |
| Sigma | 1,300 | Capetown, South Africa | Expansion |
| CSS Corp. | 1,300 | India | Expansion |
| QX Global | 1,200 | India | Expansion |
| Telus International | 1,000 | Iloilo City, Philippines | New Site |
| CSS Corp | 1,000 | Philippines | Expansion |
| CCI South Africa | 900 | Durban, South Africa | Expansion |
| Everise | 700 | Singapore | New Site |
| Ascensos | 600 | Cape Town, South Africa | New Site |
| IBEX | 560 | Bohol, Philippines | New Site |
| Transcosmos | 500 | Lam Dong, Vietnam | New Site |
| Sykes | 500 | Hyderabad, India | New Site |
| Transcosmos | 400 | Euljiro, South Korea | New Site |
| Transcosmos | 380 | Namyeong, South Korea | Expansion |
| Webhelp | 300 | Durbin, South Africa | New Site |
Top 20 European Call Center Projects of 2021
| Company | # of Jobs | Location | Expansion Type |
| JustEat | 1,500 | Sunderland, UK | New Site |
| Sitel | 1,000 | Athens, Greece | New Site |
| Go-Centric | 1,000 | Glasgow, Scotland | New Site |
| Brightstar | 700 | Crewe, UK | New Site |
| Randstad | 560 | Belgium | Expansion |
| Teleperformance | 500 | Romania | Expansion |
| CC33 | 400 | Yorkshire, UK | Expansion |
| Concentrix | 370 | Manchester, UK | Expansion |
| BT | 350 | Doncaster, UK | Expansion |
| Webhelp | 300 | Romania | Expansion |
| Ascensos | 300 | Lanarkshire, UK | New Site |
| Capgemini | 250 | Inverness, Scotland | New Site |
| Wella | 200 | Lodz, Poland | New Site |
| Xplor | 200 | Newcastle, UK | New Site |
| Firstsource | 200 | Derby, UK | Expansion |
| Mango Direct Marketing | 200 | Bangor, Ireland | Expansion |
| CC33 | 200 | Sheffield, UK | Expansion |
| ResQ | 200 | Hull, UK | Expansion |
| Roche Shared Services Center | 150 | Budapest, Hungary | Expansion |
| Westinghouse Electric Company | 150 | Krakow, Poland | New Site |
