by King White, on Mar 17, 2025 7:00:00 AM
The call center industry experienced significant changes in 2024 due to advancements in artificial intelligence (AI), increased relocation to cost-effective nearshore and offshore locations, and the widespread adoption of hybrid work models. By tracking call center movements, Site Selection Group identified key regional location trends throughout 2024, which are summarized in the latest Global Call Center Location Trend Report. This report provides a detailed analysis of industry trends, including job creation, downsizing, and regional growth patterns, offering insights into effective call center location strategies.
Global call centers announced 69,526 new jobs
Call center industry growth varied by region in 2024. Africa emerged as one of the most active regions, with nearly 18,000 jobs announced. The Philippines ranked second, with an estimated 17,000 new jobs. The Latin America and Caribbean (LACA) region experienced growth across 23 projects, adding approximately 14,500 jobs. The table below summarizes call center job growth worldwide:
Region |
# Jobs Created |
# Sites Opened or Expanded |
| Africa | 17,400 | 9 |
| Philippines | 16,955 | 12 |
| LACA | 14,560 | 23 |
| USA | 6,530 | 26 |
| India | 7,400 | 13 |
| Asia-Pacific | 3,930 | 10 |
| Western Europe | 1,690 | 10 |
| Eastern Europe | 1,061 | 7 |
Total |
69,526 |
110 |
Note: Site Selection Group data was gathered from press releases and government agencies. Data is representative of market trends and in-depth country due diligence for all activity.
U.S. call centers announced 6,530 new jobs
The U.S. call center industry faced challenges due to the rise of artificial intelligence, a shift toward lower-cost nearshore and offshore locations, and the continued adoption of hybrid workplace strategies. Site Selection Group estimates that only 26 call center employers opened or expanded facilities in the United States in 2024, leading to the creation of just 6,530 new jobs.
Call center closures and downsizing slowed in 2024
Industry downsizing stabilized in 2024 as many companies adjusted to post-pandemic operational needs. Organizations largely retained their call center facilities while transitioning to hybrid work models, requiring employees to be in the office an average of three days per week. The market appears to have reached a low point, suggesting a potential growth cycle may be on the horizon.
Largest project announcements by region
Site Selection Group’s research highlights companies expanding and contracting their call center operations, detailing project activity by company name, industry type, and job creation. The report also identifies some of the largest project announcements across the U.S., nearshore, and offshore markets. Notable companies featured in these announcements include Spectrum, AIG, GEICO, Teleperformance, AT&T, TCS, EarthLink, and others.
Conclusions
Whether you are seeking to expand with a facilities-based or remote workforce solution, evaluating key site selection factors is essential. Consider labor availability, labor costs, geopolitical risks, infrastructure, economic incentives, and real estate conditions when determining the optimal location for your call center operations.
To develop a call center location strategy tailored to your goals, download the Global Call Center Location Trend Report or contact one of our global call center site selection experts.
