The call center industry continued to evolve during 2022 as the industry faced significant hiring challenges across the globe. The industry did regain some growth with an estimated 126,000 jobs created or announced in 2022 as compared to 107,000 in 2021. The U.S. market was crushed in 2022 and dropped to historic lows of an estimated 17,000 jobs being created or announced as labor costs rose and labor availability was extremely tight. However, there are gaps in our data due to the transition to work-from-home (WFH) for many companies which has created challenges in tracking the data.  

The Philippines regained some ground with the estimated creation of 20,000 jobs as companies were allowed to reopen their offices. 

Once again, the Latin America and Caribbean region had explosive growth adding over 35,000 jobs which were 5,000 more than last year. This nearshore region continues to be the hotspot globally.  

Africa had significant traction with nearly 20,000 jobs created, which laid the groundwork for what will continue to be the most attractive emerging region globally in the near future. 

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, offshore and European call center project announcements of 2022 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 2022:  

Top 20 Onshore Call Center Projects of 2022

Top 20 Nearshore Call Center Projects of 2022