Hottest Nearshore & Offshore Call Center Locations to Consider in 2025
by King White, on Jun 4, 2025 1:30:00 PM
As global businesses continue to optimize their customer service operations, selecting the right call center location remains pivotal. In 2025, several nearshore and offshore destinations have emerged as top contenders, offering a blend of cost efficiency, skilled labor, and favorable business environments. This guide, informed by insights from Site Selection Group (recognized as the premier call center site selection and outsourcing consulting firm), highlights the most attractive call center locations to consider this year.
Nearshore call center destinations (in no particular order)
1. Colombia
- Call Center Industry Presence: Mature
- Scalability: High
- Agent Labor Rates: $4 to $6 per hour
- BPO Billable Rates: $15 to $18 per hour
2. Dominican Republic
- Call Center Industry Presence: Mature
- Scalability: Moderate
- Agent Labor Rates: $4 to $5 per hour
- BPO Billable Rates: $14 to $16.50 per hour
3. Mexico
- Call Center Industry Presence: Mature
- Scalability: High
- Agent Labor Rates: $5 to $7 per hour
- BPO Billable Rates: $14 to $18 per hour
4. El Salvador
- Call Center Industry Presence: Mature
- Scalability: Moderate
- Agent Labor Rates: $4 to $5 per hour
- BPO Billable Rates: $14.50 to $17 per hour
5. Costa Rica
- Call Center Industry Presence: Mature
- Scalability: Moderate
- Agent Labor Rates: $6 to $8 per hour
- BPO Billable Rates: $18 to $24 per hour
6. Trinidad and Tobago
- Call Center Industry Presence: Emerging
- Scalability: Low to Moderate
- Agent Labor Rates: $5 to $6 per hour
- BPO Billable Rates: $10 to $14 per hour
7. Honduras
- Call Center Industry Presence: Maturing
- Scalability: Moderate
- Agent Labor Rates: $4 to $5 per hour
- BPO Billable Rates: $15 to $18 per hour
8. Belize
- Call Center Industry Presence: Mature
- Scalability: Low to Moderate
- Agent Labor Rates: $4 to $5 per hour
- BPO Billable Rates: $13 to $16 per hour
9. Jamaica
- Call Center Industry Presence: Mature
- Scalability: Moderate
- Agent Labor Rates: $5 to $6 per hour
- BPO Billable Rates: $12 to $18 per hour
10. Peru
- Call Center Industry Presence: Emerging
- Scalability: Low
- Agent Labor Rates: $4 to $5 per hour
- BPO Billable Rates: $12 to $16 per hour
Offshore Call Center Destinations (in no particular order)
1. Philippines
- Call Center Industry Presence: Mature
- Scalability: High
- Agent Labor Rates: $2.50 to $3.50 per hour
- BPO Billable Rates: $10 to $14 per hour
2. India
- Call Center Industry Presence: Mature
- Scalability: High
- Agent Labor Rates: $2 to $3 per hour
- BPO Billable Rates: $7 to $10 per hour
3. South Africa
- Call Center Industry Presence: Mature
- Scalability: High
- Agent Labor Rates: $3 to $4 per hour
- BPO Billable Rates: $12 to $15 per hour
4. Kenya
- Call Center Industry Presence: Emerging
- Scalability: Moderate
- Agent Labor Rates: $2 to $3 per hour
- BPO Billable Rates: $7 to $9 per hour
5. Egypt
- Call Center Industry Presence: Mature
- Scalability: High
- Agent Labor Rates: $2 to $3 per hour
- BPO Billable Rates: $10 to $14 per hour
Market trends to watch in 2025
Several macro-level trends are influencing site selection decisions in the call center industry:
- Multilingual Talent Demand: As customer bases diversify globally, demand is rising for agents proficient in multiple languages beyond English.
- Technology Integration: Automation, AI-powered chatbots, and real-time agent assist tools are reshaping customer support operations and increasing the need for technically skilled agents.
- Geopolitical Diversification: Enterprises are hedging risks by diversifying their outsourcing footprints across multiple geographies.
- Remote and Hybrid Models: The acceptance of remote work models enables more flexible and distributed call center structures.
Conclusion
Selecting the right call center location in 2025 involves striking a balance between cost, talent availability, language proficiency, and geopolitical considerations. Nearshore destinations like Colombia and Mexico offer proximity and cultural alignment, while offshore locations such as the Philippines and India provide cost advantages and scalability. Emerging players in Africa and Latin America add to the mix of viable options for strategic diversification.
To navigate this complex and evolving landscape, businesses can benefit from the expert guidance of Site Selection Group’s call center site selection and outsourcing consultants.