After a brief contraction in 2023, the global call center outsourcing market is experiencing a recovery in 2024. According to Everest Group data, the market is expected to reach $98 billion, representing a year-over-year increase of 6.5%.
A notable shift is the rise of “nearshoring.” Driven by geopolitical factors and cost considerations, companies in Europe and the U.S. are moving operations from India and the Philippines to Eastern Europe (Poland, Romania) and Latin America (Mexico, Colombia). For example, one U.S. bank relocated its English-language customer service team from Manila to Mexico City—not only are they in the same time zone, but the employee turnover rate dropped from 35% to 12%.
AI is transforming the outsourcing model. The traditional “human wave” approach is being replaced by “human-machine collaboration.” Outsourcers are now offering hybrid services that combine “AI agents + remote human agents”: AI handles 80% of routine inquiries, while humans only deal with complex cases. This has reduced the cost per call by 40%, yet the pay for human agents has actually increased by 15%, because they now require higher skill levels.
GlobalConnect operates 12 outsourcing delivery centers worldwide, offering end-to-end services from AI chatbot development to multilingual human teams. Its “elastic agent” model allows clients to rapidly scale up during peak seasons without committing to long-term labor costs.