Largest Onshore, Nearshore & Offshore Call Center Site Selection Expansion Announcements of 2020
by King White, on Jan 26, 2021 11:51:20 AM
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 |
