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
Topics:Call CenterSite Selection



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