Call Center Outsourcing: Costs, Companies & Countries for 2026
Everything you need to know about call center outsourcing. Compare costs across 8 countries, evaluate top providers, and find the right outsourcing model for your business.
What Is Call Center Outsourcing?
Call center outsourcing is the practice of hiring a third-party provider to handle your company's customer communications -- including phone calls, live chat, email, and social media interactions. Instead of building and managing an in-house contact center, you partner with a specialized company that recruits, trains, and manages agents on your behalf.
Modern call center outsourcing services go far beyond simple phone answering. Today's providers deliver omnichannel support, AI-powered quality assurance, real-time analytics, and workforce management -- all included in a single hourly or monthly rate.
Companies of every size use call center outsourcing, from startups needing their first 5 agents to enterprises managing thousands of seats across multiple countries. The global call center outsourcing market exceeded $92 billion in 2025 and continues to grow as businesses prioritize customer experience while managing costs.
- E-commerce brands handling order support and returns
- SaaS companies scaling technical support
- Healthcare organizations managing patient inquiries
- Financial services needing compliant support
- Telecom providers with high call volumes
- Startups & SMBs needing flexible capacity
Types of Call Center Outsourcing
Inbound Call Center
Handles incoming customer calls and inquiries. The most common type of call center outsourcing.
- Customer support & service
- Order processing & tracking
- Help desk & troubleshooting
- Billing inquiries
Outbound Call Center
Makes proactive outgoing calls to customers and prospects. Key for revenue generation.
- Lead generation & qualification
- Telemarketing & sales
- Appointment setting
- Customer surveys & retention
Blended Call Center
Combines inbound and outbound operations for maximum agent productivity and flexibility.
- Inbound support + outbound sales
- Cross-sell & upsell on service calls
- Proactive follow-up after support
- Higher agent utilization
Technical Support
Specialized support for technical products and services. Requires trained, skilled agents.
- Tier 1-3 technical support
- Software troubleshooting
- Network & IT support
- Product configuration help
Benefits of Call Center Outsourcing
Significant Cost Savings
Reduce customer service costs by 40-70% compared to in-house operations. Eliminate overhead for office space, equipment, technology, HR, and management.
- No capital expenditure for facilities or equipment
- All-inclusive hourly rates with no hidden fees
Rapid Scalability
Scale your team up or down in weeks, not months. Handle seasonal peaks, product launches, or rapid growth without the burden of hiring and firing.
- Add 10-50 agents within 2-4 weeks
- Flex capacity for seasonal demand spikes
24/7 Customer Coverage
Provide round-the-clock support by leveraging multiple time zones. Serve global customers without paying night-shift premiums to your domestic workforce.
- Follow-the-sun support model
- Weekend and holiday coverage included
Access to Global Talent
Tap into large, trained talent pools in countries with strong call center workforces. Multilingual agents available for global customer bases.
- Bilingual and multilingual capabilities
- Industry-specific expertise available
Focus on Core Business
Free your leadership team from managing day-to-day call center operations. Redirect resources toward product development, sales, and strategic growth.
- Eliminate operational management burden
- Leverage provider's operational expertise
Advanced Technology
Access enterprise-grade call center technology without the investment. AI-powered QA, workforce management, and analytics come standard with top providers.
- AI quality monitoring and coaching
- Real-time dashboards and reporting
Call Center Outsourcing Costs by Country
All-inclusive hourly rates for call center outsourcing services. Rates include agent salary, benefits, facilities, technology, and management overhead.
| Country | Hourly Rate | Monthly FTE Cost | Quality Rating | Best For |
|---|---|---|---|---|
| USA | $25-45/hr | $4,300-$7,800/mo | Excellent | Premium accounts, complex compliance |
| Philippines | $8-14/hr | $1,390-$2,425/mo | Very Good | English voice support, large-scale operations |
| India | $7-12/hr | $1,210-$2,080/mo | Good | Technical support, back-office, IT helpdesk |
| Colombia | $12-18/hr | $2,080-$3,120/mo | Very Good | Bilingual support, US timezone alignment |
| Dominican Republic | $13-19/hr | $2,250-$3,290/mo | Good | Nearshore bilingual, cost-effective |
| Mexico | $14-20/hr | $2,425-$3,465/mo | Very Good | Bilingual voice, same-day timezone |
| South Africa | $10-16/hr | $1,735-$2,770/mo | Very Good | Neutral English accent, UK/EU support |
| Honduras | $11-16/hr | $1,905-$2,770/mo | Good | Affordable nearshore, contact center |
All rates are fully loaded, meaning they include the agent's salary, benefits, payroll taxes, office space, workstation, internet, telephony, software licenses, team lead oversight, and provider margin. Monthly FTE costs assume 173 working hours per month. For a personalized quote, use our cost calculator or ROI calculator.
Top Call Center Outsourcing Companies (2026)
Compare the leading call center outsourcing companies by size, pricing, locations, and specialization to find the right fit for your business.
Globalify
Concentrix
Teleperformance
TTEC
Alorica
TaskUs
SupportNinja
Foundever
Bigger is not always better. Enterprise BPOs like Concentrix and Teleperformance are built for Fortune 500 programs with 200+ agents. If your team is 5-100 agents, a mid-market specialist like Globalify will provide more personalized service, faster implementation, and often better pricing. Learn more in our BPO pricing guide.
How to Choose a Call Center Outsourcing Provider
Define Your Requirements
Before evaluating providers, document exactly what you need from your call center outsourcing partner.
- * Service type: inbound, outbound, blended, or technical support
- * Volume: number of agents, expected call/contact volume
- * Hours of operation and timezone requirements
- * Language requirements (English, bilingual, multilingual)
- * Industry-specific compliance needs (HIPAA, PCI-DSS, SOC 2)
Evaluate Pricing Models
Understand the different pricing structures and what is included in each provider's rates.
- * Per-hour vs per-contact vs dedicated FTE pricing
- * What is included: technology, management, training, QA
- * Setup fees, minimum commitments, and contract terms
- * Volume discounts and long-term pricing guarantees
Check References & Track Record
Validate the provider's claims with real client references and performance data.
- * Request 3-5 client references in your industry
- * Ask for CSAT, FCR, and AHT performance metrics
- * Review case studies with measurable results
- * Check agent attrition rates (lower is better)
Assess Technology & Reporting
Modern call center outsourcing solutions require strong technology foundations.
- * CRM integration capabilities with your existing tools
- * Real-time dashboards and analytics access
- * AI-powered quality assurance and speech analytics
- * Workforce management and scheduling tools
Review Security & Compliance
Verify the provider meets your security and regulatory requirements.
- * SOC 2 Type II certification for data security
- * PCI-DSS compliance for payment processing
- * HIPAA compliance for healthcare data
- * Data residency and privacy regulations (GDPR, CCPA)
Start with a Pilot Program
Reduce risk by testing with a small-scale pilot before committing to full production volume.
- * Start with 5-10 agents handling 10-20% of volume
- * Run pilot for 4-8 weeks to gather performance data
- * Define clear success criteria and KPI targets
- * Scale to full production once quality is validated
Country Comparison: Philippines vs India vs LATAM vs USA
- Near-native English proficiency
- Massive BPO talent pool (1.3M+ workers)
- Strong cultural affinity with US
- 12-13 hour timezone gap from US
- Night shift premiums for US hours
- Lowest costs in the industry
- Massive engineering talent pool
- Strong in technical & IT support
- Accent can be a challenge for voice
- 12.5 hour timezone gap from US
- Same timezone as US (0-3 hr gap)
- Native bilingual English/Spanish
- Cultural proximity to US market
- Higher cost than Asia offshore
- Smaller talent pool than PH/India
- Native English, no cultural gaps
- Easiest regulatory compliance
- Highest quality for complex work
- 3-5x cost of offshore options
- Tight labor market, high attrition
Call Center Outsourcing Models
Dedicated Team
Agents work exclusively for your brand. They become deeply familiar with your products, processes, and customer expectations.
Complex products, consistent volume, brand-critical interactions
Shared Team
Agents handle calls for multiple clients. Cost-effective for lower volumes where full-time dedicated agents aren't justified.
After-hours support, overflow, simple inquiries, low volume
Hybrid Model
Combine a dedicated core team with shared overflow capacity. Optimizes cost while maintaining quality for your most important interactions.
Variable volume, tiered support, growing companies
Not sure which model fits your needs? Our team can design a custom solution.
Discuss Your RequirementsCommon Mistakes to Avoid When Outsourcing Your Call Center
Choosing Based on Price Alone
The cheapest call center outsourcing option often leads to poor quality, high attrition, and customer dissatisfaction. Factor in quality metrics, technology, and total cost of ownership -- including the cost of replacing the provider if they underperform. A provider at $12/hr with 85% CSAT delivers more value than one at $8/hr with 70% CSAT.
Skipping the Pilot Phase
Transitioning 100% of your call volume on day one is a recipe for disaster. Always start with a pilot program handling 10-20% of volume. This lets you validate quality, refine training, and build confidence before scaling. Most successful outsourcing programs spend 4-8 weeks in pilot mode.
Underinvesting in Knowledge Transfer
Your outsourcing partner can only be as good as the training and documentation you provide. Invest time in comprehensive product training, create detailed knowledge bases, and establish clear escalation procedures. Budget 2-3 weeks of dedicated training time before going live.
Not Defining Clear KPIs Upfront
Without defined metrics, you cannot measure success. Set clear targets for CSAT, first-call resolution, average handle time, quality scores, and response times before the program launches. Include these KPIs in your contract with specific performance thresholds and consequences.
Ignoring Hidden Fees in Contracts
Many call center outsourcing companies quote attractive base rates but add setup fees ($5K-$50K), technology fees ($2-5/agent/month), minimum volume commitments, and early termination penalties. Always ask: "Is this rate all-inclusive?" and get it in writing. Providers like Globalify offer transparent all-in pricing with no hidden costs.
Treating It as "Set and Forget"
Call center outsourcing requires ongoing partnership, not abdication. Schedule weekly quality reviews, monthly business reviews, and quarterly strategy sessions. Provide continuous feedback, product updates, and process improvements. The best results come from treating your outsourcing partner as an extension of your team.
Call Center Outsourcing FAQs
How much does call center outsourcing cost?
Call center outsourcing costs vary widely by location and service type:
- * Offshore (India/Philippines): $7-14/hour for customer support
- * Nearshore (Colombia, Mexico, DR): $11-20/hour for bilingual support
- * Onshore (USA): $25-45/hour for domestic agents
- * South Africa: $10-16/hour for neutral English support
These all-inclusive rates cover agent salary, benefits, office space, equipment, technology, and management. Use our cost calculator for a personalized estimate.
What are the top call center outsourcing companies?
The leading call center outsourcing companies in 2026 include:
- * Enterprise-scale: Concentrix, Teleperformance, Foundever (200+ agent programs)
- * Mid-market: Globalify, TaskUs, SupportNinja (5-200 agent programs)
- * Volume-focused: Alorica, TTEC (cost-optimized large operations)
The right provider depends on your size, budget, and requirements. Mid-market companies often get better service and pricing from specialized providers rather than mega-BPOs.
What is the difference between inbound and outbound call center outsourcing?
Inbound call centers handle incoming customer communications -- support calls, order inquiries, help desk tickets, and service requests. Outbound call centers proactively reach out to customers and prospects for sales, lead generation, surveys, appointment setting, and collections.
Many businesses benefit from a blended model where agents handle both inbound and outbound activities, maximizing utilization and enabling cross-sell opportunities during support interactions. Outbound call center outsourcing is especially popular for B2B lead generation and appointment setting.
Which country is best for call center outsourcing?
The best country depends on your priorities:
- Best for English voice: Philippines -- near-native English, strong cultural affinity with US
- Best for lowest cost: India -- $7-12/hr, ideal for tech support and back office
- Best for bilingual: Colombia or Mexico -- native Spanish/English with US timezone
- Best for premium: USA -- no cultural gaps, easiest compliance, highest cost
How long does it take to set up outsourced call center operations?
Typical setup timelines for call center outsourcing:
- * Simple customer support: 4-6 weeks (straightforward scripts, basic training)
- * Technical support: 6-10 weeks (product training, certification required)
- * Sales/outbound programs: 6-8 weeks (pitch development, lead systems)
- * Complex/regulated programs: 8-12 weeks (compliance training, security setup)
The timeline includes partner selection, recruitment, training, technology integration, and pilot testing. Working with an experienced provider like Globalify can accelerate this process.
What should I look for in a call center outsourcing provider?
Key evaluation criteria for call center outsourcing companies:
- Industry experience with client references you can verify
- Technology stack with real-time reporting and AI-powered QA
- Transparent pricing with all-inclusive rates and no hidden fees
- Security certifications (SOC 2, PCI-DSS, HIPAA as needed)
- Scalability to grow with your business without lengthy renegotiations
- Low attrition rates (under 30% annually indicates strong operations)
Can I outsource just part of my call center operations?
Yes, partial outsourcing is common and often the smartest starting strategy. You can outsource:
- * Overflow calls during peak periods while keeping a core in-house team
- * After-hours and weekend coverage to extend your support window to 24/7
- * Specific channels like live chat and email while handling phone calls internally
- * Tier 1 support (simple inquiries) while your in-house team handles escalations
- * Seasonal peaks like holiday shopping or annual enrollment periods
This hybrid approach lets you test call center outsourcing with lower risk. Many companies start with 20-30% of volume outsourced and expand based on results. Explore related guides on customer service outsourcing and outsourcing cost breakdowns for more detail.
Ready to explore call center outsourcing for your business?
Related Resources
Country Explorer
Explore and compare 8 countries for global expansion with AI-powered recommendations.
Nearshore Outsourcing Guide
Compare LATAM nearshore options with pricing, talent, and timelines.
AI Customer Service Guide
Implementation playbook for AI-powered customer support at scale.
BPO Pricing Guide
See transparent pricing breakdowns by country and service type with no hidden fees.
Country Guides
Get detailed guides for expanding to key markets with real operational data.