by Michael Replogle, on Jul 21, 2025 7:00:00 AM
As global competition intensifies and operational efficiency becomes a top priority, more companies are turning to Business Process Outsourcing (BPO) to streamline customer service and back-office operations. Beyond labor cost savings, organizations are now looking to BPO partners to lead the integration of artificial intelligence (AI), enabling smarter call deflection, agentic call servicing, and improved customer experiences (CX). Yet with so many outsourcing destinations and providers to choose from, understanding what you should be paying—and where—can be a challenge.
To bring clarity to this complex landscape, Site Selection Group has released the 2025 Business Process Outsourcing Global Pricing Guide, a comprehensive breakdown of current billable hourly rates across onshore, nearshore, and offshore markets. The guide simplifies global BPO pricing by outlining key cost drivers and providing a region-by-region snapshot of what companies can expect to pay.
Whether you’re a startup exploring outsourcing for the first time or a global enterprise evaluating new geographies or providers, this guide serves as a valuable resource. Site Selection Group’s team of experts can help you identify the right locations and connect with qualified BPO partners that align with your cost, compliance, and operational objectives. Billable rates vary based on several factors.
The following diagram summarizes the billable rates outlined in the report. Several factors will impact prices, including the type of work being outsourced, language requirements, hours of operation, channel volume, technology and security requirements, and the specific city and country in which the work is performed.
Conclusion
Selecting a BPO destination is not a one-size-fits-all decision. Companies must balance cost considerations with access to talent, regulatory requirements, customer experience expectations, and risk tolerance.
This guide is designed to provide foundational pricing benchmarks; however, deeper due diligence is recommended to account for variables such as location maturity, vendor capabilities, attrition rates, and the impact of AI on process delivery.
At Site Selection Group, our advisors can help you navigate this complexity by delivering unbiased, data-driven location analysis and outsourcing advisory services. Reach out to explore how we can help optimize your outsourcing strategy and align it with your operational goals.
