According to Everest Group, the global call center outsourcing market reached $98 billion in 2024, with Asia-Pacific growing the fastest at 9.2% year-over-year. Companies are shifting from pure offshoring to a 'nearshore + AI' hybrid model: basic inquiries are handled by AI bots, while complex issues are routed to nearshore human agents.
Example: A major U.S. insurance company assigned 80% of simple claims inquiries to AI processing, with the remaining 20% transferred to nearshore centers in Mexico and the Philippines, reducing cost per call by 35% and increasing customer satisfaction by 10%. The trend is driven by geopolitical risks and data sovereignty concerns—nearshore outsourcing (e.g., US→Mexico, Europe→Eastern Europe) can reduce cross-border data compliance costs.
GlobalConnect, a global outsourcing provider, has delivery centers in the Philippines, India, and Eastern Europe, and offers AI outsourcing managed services. Its latest report shows that clients using AI-enhanced outsourcing experience employee turnover rates 20% lower than the industry average, because robots handle the most monotonous repetitive tasks.