When your business is ready to outsource its customer service and business processes, you will need to know where to get cost-effective and high-quality services. While call centers are available in abundance, you need to find a call center outsourcing company that meets your needs and budget. Here is a list of the top 8 countries to outsource call center services to in 2021. We also look at what makes for a good and reliable call center outsourcing company.
Which Countries Make the Best Outsourcing Partners?
The top countries for call center outsourcing:
- The Philippines
- The United States
These countries are known, more than others, for call center offshoring and outsourcing. This is due to a variety of factors such as:
- Population density
- English proficiency and literacy rate
- Governmental support and IT infrastructure
- Access to advanced technology
- Low-cost and multilingual labor.
This post will go over the top countries for call center outsourcing and why these countries rank highly.
What to Look for in a Call Center Outsourcing Company?
When deciding which call center offshoring company your business should partner with, you first need to determine what you need. Do you need only voice support, or do you want to offer multichannel support to your customers? Can your business benefit from automated support such as renewal reminders, holiday greetings, and so on?
Call centers can offer various services such as:
- Inbound call support — customer support, technical support, help desk services, chat support, order processing
- Outbound voice support — sales, lead generation, market research, appointment setting
- IT services — troubleshooting and technical support
- Automated services — appointment reminders, online scheduling, holiday greetings
- Multichannel support — voice, video, email, live chat, text messaging
Most call centers offer a combination of services so that businesses can get the most out of outsourcing their business communications. Once you’ve decided what you need from your call center partner, you can find one that meets your budget and requirements.
Related: Call Center Trends in 2021
Best Countries for Call Center Outsourcing 
But, what makes the following call center outsourcing countries rise above the others?
- English language proficiency
- Language empathy
- Multilingual staff
- Low labor costs
- Affinity to Western cultures
- Customer-focused services
- Government incentives for foreign investors
- Industry growth rate
- Industry revenue rate
Let’s look at the top countries to outsource call center services:
1. The Philippines
The Philippines has rightfully earned its name as the world’s call center capital. This is because it continues to be a top location for call center outsourcing and BPO services. The main reasons why global companies turn to the Philippines for outsourcing are due to cost-effectiveness, operational efficiency, and an educated and diverse workforce.
The Contact Center Association of the Philippines claims that the country’s call center industry will expand and generate up to US$20.4 billion in revenue by 2022.
Industry body: IT & Business Process Association of the Philippines (IBPAP)
Top call center outsourcing companies in the Philippines:
- Magellan Solutions
- Global Sky
- Convergys Philippines Inc
- Telephilippines Inc
- 24/7 Customer Philippines Inc
- IBM Daksh Business Process Services Philippines Inc
- Sitel Philippines Corporation
- Sutherland Global Services Philippines Inc
Following the Philippines closely is India, boasting the second largest call center industry. India’s call center workforce not only offers customer service and sales but also excels in software development and information technology. This gives India an edge when it comes to offering IT and BPO solutions. Reasons to choose to outsource your call center needs to India include cost-effectiveness, high-skilled and low-cost labor, and world-class IT infrastructure.
Top call center outsourcing companies in India:
- Infosys BPO
- Wipro BPO
- Genpact Ltd
- WNS Global Services
- TCS BPO
- IBM Daksh
- 24/7 Customer Pvt Ltd
3. The United States
Only recently did the US call center industry start gaining popularity. This is partially due to the governmental focus on gradually bringing more jobs to the US to increase employment. US call centers are currently sought after for IT and tech support services.
Industry body: National Association of Call Centers (NACC)
- America’s Call Center (ACC)
- BPO American
- Intersoft BPO
- MAP Communications
- CIENCE Technologies
- Remote CoWorker
- Wow 24-7
- SAGE Outsource Solutions
- Unity Communications
Brazil, like India, is also famous for its IT and tech support services. The country’s proximity to the US and Latin America had led to its call centers having an international presence and client base. And big-name companies like IBM and HP have often outsourced their services to local Brazil call centers.
Industry body: Brazilian Association of Software Companies (ABES)
Top call center outsourcing companies in Brazil:
- Alert Brasil
- Prado Chaves
- BizPRO Business Processes
- Neo BPO
Ukraine too focuses on offering call center services within the tech industry. With more than 1000 agencies providing IT-related services, Ukraine is positioned to offer IT and tech support to different sectors and industries globally.
Industry body: IT Ukraine Association
Top call center outsourcing companies in Ukraine:
- Simply Contact
- Central Hubspot
- Before Hello
Argentina has a vast pool of skilled and educated professionals. These individuals specialize in software and mobile development, customer support and CX, cloud computing, and more.
Industry body: Software & IT Services Chamber of Commerce
Top call center outsourcing companies in Argentina:
- Sinertec Argentina
- CAT Technologies
- Nivel Uno
Known for its software and programming industry, Poland offers outstanding software development and IT services and other call center outsourcing services.
Industry body: Association of Business Service Leaders (ABSL)
Top call center outsourcing companies in Poland:
- Call Center Inter Galactica
- Call Center Dynamic Sales
- IPT Call Center
Call center outsourcing is on the rise in Malaysia as it is slowly being known for its IT and IT-related services. The country’s proximity to other Asian countries and its IT infrastructure makes it a good choice for outsourcing services.
Industry body: Outsourcing Malaysia (OM)
Top call center outsourcing companies in Malaysia:
- Upstream BPO
- ENVO BPO
- Bendigo Marketing
- Canaan Communication & Technologies Sdn Bhd
- VPO Services Sdn Bhd
- Customer Connect Malaysia
- Redberry Contact Center