In an era where customer service is crucial, call centers have become the backbone of many businesses, serving as a vital link between firms and their customers. They are both a way to help solve your customers’ problems and provide some of the best marketing you can offer. Over the last few decades, the call center sector has grown exponentially, transitioning from simple customer service centers to complex, multifaceted operations that provide a variety of services such as technical support, lead calling, sales, and customer relationship management. Are all call centers made equal though? No! Here are the top places call centers are located and which country may be best for your business.
What are Call Centers?
They are exactly what they sound like. Centers with many people taking calls from customers in an effort to help them. They can handle a number of different tasks such as customer inquiries, providing technical support, managing complaints, processing orders, and offering emergency assistance. In essence, call centers act as the voice of a company.
What is an outbound call center service?
Learn MoreHave Call Centers Changed?
In some very important ways, yes, they have! With the introduction of new technology, call centers can support omnichannel communication, including voice, email, live chat, and social media. Innovations such as Interactive Voice Response (IVR), and Artificial Intelligence (AI) have also enabled more personalized and efficient customer service for mass amounts of people.
However, at the core of call centers, they need to be efficient and provide a positive impact on the customers. These countries can help you achieve that mission better than others.
Top Places Where Call Centers Are Located
With the rise of remote work, call centers or call agents can technically work anywhere due to remote work. However, there are still some places that rank highly for call center locations and are used all over the world.
Top Countries’ Call Centers Are Located
- Philippines
- India
- South Africa
- Brazil
- Poland
- Mexico
- Argentina
Philippines
Best for: Banking and the financial industry
The Philippines is an ideal area for call centers because of the high number of English speakers (almost 70%) as well as the cheap labor market. They are technically the largest area for call centers, outnumbering others on this list with the amount of working population working in call centers. Needless to say, the groundwork for a good call center is well established. Many large corporations are already outsourcing in the country and the Philippines is used to working with international partners. The Philippines is also home to a highly educated population with a large percentage of bachelor’s degrees.
India
Best for: Tech and machinery support
Also regarded as the other top country for call centers, India is another option for many large corporations and businesses. To start, India has the second largest population of English speakers in the world. Not only is it one of the longest-serving destinations for call centers, but there are also dedicated programs at colleges for becoming a call services agent in combination with IT tools. India’s time zone also helps businesses offer 24/7 support. With low labor costs and a highly educated English-speaking population, India is a competitive country for call centers. What makes them different than the Philippines? India offers more technical expertise due to the population being highly educated. When it comes to software or hardware needs, India’s workforce can be a highly competent component of your company!
South Africa
Best for: Large multinational companies
Where others on this list may cater to English-speaking countries, South Africa provides something different. Multinational and multilingual, South Africa provides a workforce that can accommodate global companies that need a diverse workforce. South Africa is also going through a purposeful shift right now to move to more tech jobs and remote jobs. Companies can help be a part of this shift and gain a workforce that can serve multiple populations.
Brazil
Best for: Those looking for cost effective solution for complex tasks
Jumping back across the pond, Brazil is another top destination for call centers. The average cost of living is around 69% cheaper than the United States, which makes it a much cheaper labor force while only being a few hours ahead of normal US time zones. Brazil also provides high literacy rates, and IT infrastructure to handle call centers. If you are looking for a call center that is only a couple of hours ahead of your timeframe and has relations with international partners, Brazil may be the place for you!
Poland
Best for: European Markets
Jumping back across the pond, Poland has a lot to be desired as a country for call centers. Arguably best for English-speaking markets, Poland offers professionalism and technology capabilities that can rival any in the world. Specifically, Poland has been a popular call center country for European markets. The country is known for being multilingual and being a diverse hub for culture. Essentially, you get the talent pool of a European country with the cost structure that makes it worth investing in this market. If you’re already in this market, Poland could be the place for you!
Mexico
Best for: Those who are looking to have support that is best for US customers.
One of the biggest advantages that Mexico has over others is that its time zones are very similar to the United States. This helps support teams provide real-time help during working hours. While not as proficient as some others on this list, Mexico does have a large bilingual workforce along with a growing technology sector. Mexico is relatively close to the United States which makes in-person visits much easier. You’ll also gain access to tax breaks for US-based companies along with a culture that is very connected to the US.
Argentina
Best for: Those who need tax benefits.
Last, but certainly not least, Argentina has a ton to offer for companies. To start, Argentina has some world-renowned educational centers that have produced a highly competent and bilingual workforce. Labor costs are around 50% of what they would be in the United States according to some estimates. The Telecommunications sector here is the 3rd largest in Latin America, and they are investing in building new infrastructure. With solid tax incentives and a favorable time zone for the United States, Argentina could be the country for you!
Companies Using Call Centers Abroad
If you’re wondering what type of companies are using these countries at their call centers home, don’t worry, we’ve got you covered.
- Wells Fargo
- JP Morgan Chase & Co.
- HSBC
- British Airways
- American Express
- AT&T
- IBM
- Siemens
- Deloitte
- Apple
- Coca-Cola
- Microsoft
- Citibank
- Samsung
- Procter & Gamble
- AT&T
- Ford
- General Motors
- Salesforce
- Oracle
Now you know where call centers are located, but what’s next?
Need an Outbound Call Center?
If you are looking to establish a call center for your business, 360Connect can help! Just fill out our 1–2-minute form and we’ll contact you to verify your information. From there you will reach out to up to 5 suppliers! It’s that simple.