The call center industry was literally turned upside down in 2020 as companies rapidly shifted to a work-from-home model due to the impact of the COVID-19 pandemic. Surprisingly, most companies saw call volumes increase which influenced the creation of even more jobs than in 2019. Early results show that the growth of the call center industry increased from 140,000 jobs in 2019 to over 160,000 jobs in 2020.

The U.S. created over 70,000 of those jobs while Latin America had explosive growth adding more than 37,000 jobs. The Philippines was really hit the hardest with only an estimated 20,000 jobs created which is the slowest growth in decades. 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 onshore, nearshore and offshore project announcements of 2020

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 2020 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 2020: 

Top 20 Onshore Call Center Projects of 2020

Company # of Jobs Location Expansion Type
Centene 3,200 Charlotte, NC New Site
GoHealth 1,159 Lindon, UT Expansion
L Brands 1,000 Dayton, OH Expansion
TaskUs 1,000 Harlingen, TX New Site
TLC Associates 1,000 Americus, GA New Site
Webhelp 1,000 Montreal, Quebec New Site
Agero 900 Clarksville, TN Expansion
Santander Consumer USA 875 Tampa, FL New Site
Maximus 780 Columbia, SC Expansion
Pearl Interactive 746 Tempe, AZ New Site
Chewy Inc. 700 Richardson, TX New Site
Consumer Cellular 600 Phoenix, AZ Expansion
Senture 600 London, KY Expansion
Simplisafe 572 Richmond, VA New Site
T-Mobile 500 Richmond, VA Expansion
CBE Group 500 Clarksville, TN New Site
Majorel 500 Greenville, SC New Site
PillPack 500 Meridian, ID New Site
TLC Associates 500 El Paso, TX New Site
MCI 500 Melbourne, FL New Site

Top 20 Nearshore Call Center Projects of 2020

Company # of Jobs Location Expansion Type
Sitel 11,000 Multiple Sites, Colombia Expansion
Teleperformance 10,000 Colombia Expansion
Amazon 2,000 San Jose, Costa Rica Expansion
Concentrix 1,300 San Jose, Costa Rica Expansion
CommSense 800 Aguadilla, Puerto Rico Expansion
IBEX 800 Managua, Nicaragua New Site
Microsoft 800 San Jose, Costa Rica Expansion
GSS Grupo Covisian 700 Colombia Expansion
HGS 700 Jamaica Expansion
IBEX 700 Managua, Nicaragua Expansion
Sykes 600 Guanacaste, Costa Rica New Site
Advanced Communications 500 Tijuana, Mexico New Site
Alorica 500 Cali, Colombia New Site
IBEX 500 Ocho Rios, Jamaica New Site
OutPLEX 500 Bogota, Colombia Expansion
Concentrix 450 Heredia, Costa Rica New Site
Sykes 450 San Jose, Costa Rica Expansion
IBEX 400 Portmore, Jamaica Expansion
ItelBPO 350 St. Lucia Expansion
Teleperformance 335 San Jose, Costa Rica Expansion

Top 20 Offshore Call Center Projects of 2020

Company # of Jobs Location Expansion Type
Concentrix 6,000 Philippines Expansion
Alorica 4,000 Philippines Expansion
[24]7.ai 3,500 India Expansion
Amazon 3,000 Cape Town, South Africa Expansion
Pakistan Tobacco Co. 3,000 Pakistan New Site
Everise 2,000 Philippines Expansion
Asurion 1,200 Iloilo, Philippines New Site
CSS Corp. 1,000 Philippines Expansion
Enshored 1,000 Ortigas, Philippines New Site
IBEX 1,000 Cubao, Philippines New Site
Majorel 1,000 Cairo, Egypt New Site
Teleperformance 1,000 Cavite, Philippines New Site
IBEX 600 Karachi, Pakistan Expansion
Majorel 600 Beni Suef, Egypt New Site
Sutherland Global Services 600 Nuevo Ecija, Philippines New Site
AFNI 500 Quezon City, Philippines New Site
CSS Corp 500 Bonifacio, Philippines New Site
Teleperformance 500 Quezon City, Philippines Expansion
Sykes 450 Hyderabad, India New Site
IBEX 400 Bohol, Philippines Expansion

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