The best countries to hire remote call center agents

While most transactions occur online, call centres are still a crucial part of doing business. That’s because they perform many integral functions of creating a positive customer experience, such as responding to customer queries, offering customer care and technical support, and even conducting market research. And the global market for call centres is showing no signs of slowing down. Researchers estimate the industry will grow exponentially over the next few years, with some estimates suggesting the growth rate between 2022 and 2030 will be over 23%.

Call centres are among the most commonly outsourced business operations for several reasons. Outsourcing call centre transactions cut overhead costs considerably. It also makes your company more flexible and scalable, which helps your business grow unimpeded. 

So, what are the best countries in the world to find customer service representatives to staff your call centre? Follow along as we highlight the top 10 nations for call centre agents, and explain why these are the most advantageous places to recruit talent.

The top 10 best countries to hire call centre agents

1. India

India has earned its spot as the number-one country to find top-quality call centre agents. Its highly educated workforce stands out due to their IT training and their language skills: India has the second largest population of English-speaking individuals in the world. When you recruit call centre agents in India, you can develop a workforce of college-educated individuals who are highly capable of both solving technical issues and communicating well with customers. Indian salaries are also known for being extremely competitive due to the lower cost of living in this South Asian nation.

Furthermore, India offers dedicated call centre training programs. Perhaps the most notable is the program offered by the Indian Institute of Computer Science, a leading higher education institute known for its rigorous IT curriculum. In particular, its three- and six-month call centre training programs teach students everything from listening and communication skills to conflict resolution, server and hardware installation, troubleshooting, and much more.

• Average call centre representative salary:  ₹17,770 a month ($312.61 AUD)
• Time zones: GMT+5:30
• What sets it apart: While most nations on this list offer valuable IT troubleshooting services, India is one of the few countries that boasts healthcare call centres staffed by highly trained medical professionals. Their talented pool of doctors, nurses, and other healthcare workers, combined with their easy access to the latest medical technology, provides patients with effective help quickly.

2. The Philippines

The Philippines has worked hard to become a top location for call centres. In fact, the industry has grown so large that, on some lists, it unseats India as the world’s call centre capital. Indeed, it’s home to some of the best call centre outsourcing agencies available, and its long East-West cultural crossover uniquely positions the country to work with customers and companies from all cultural backgrounds. Its timezone also aligns with Australian business hours, especially for those in Perth, making it a convenient choice.

• Average call centre representative base salary: ₱21,343 per month ($574.43 AUD)
• Time zones: GMT+8
• What sets it apart: Not only do companies that outsource to the Philippines save a substantial 40%-50% on operating costs, but the nation is home to millions of young, college-educated workers who have helped to ensure call centre outsourcing companies in the Philippines are world-class. 

3. Malaysia

Thanks to its multilingual workforce and competitive salaries, Malaysia offers cost-effective call centre solutions. Its timezone also aligns with Australian business hours, especially for those in Perth, making it a convenient choice. Its cultural affinity with various Asian markets and commitment to continuous improvement in Information and Communications Technology (ICT) capabilities make it a dynamic and forward-looking outsourcing partner.

• Average call centre representative salary: RM 2,901 per month ($926.85 AUD)
• Time zones: GMT+8
• What sets it apart: The country's economic stability, digital readiness, and incentives for the ICT sector make it an appealing choice. The presence of global corporations like Hewlett-Packard in Malaysia also reinforces its reputation as a reliable outsourcing destination.

4. Poland

This one might surprise you, but Poland has been a leader in call centre outsourcing since the 1990s. As an EU member state, it enjoys good relations and special business agreements with the 27 other countries that make up the European Union. Additionally, as of January 24, 2023, Alorica, a major call centre outsourcing service in Poland, announced its plans to expand its operations into Africa. This provides Alorica customers with access not only to the European market, but also to the African one, all through the same trusted company.

Outside of these advantages, Poland has another unique feature that gives it a competitive edge: Its citizens are ranked as one of the top 20 in English language proficiency in the world. Finally, this Eastern European country has exposure to both Western and Eastern European cultures—both of which require expertise to provide effective customer service.

• Average call centre representative salary: PLN 5,470 per month ($2,103.19 AUD)
• Time zones: GMT+2
• What sets it apart: Information technology is essential to running an effective call centre, and this an area in which Poland shines. As of 2021, Poland held 7th place among European IT industries, and the revenue of their IT market was a whopping $13.5 billion.

5. Fiji

Outsourcing call centre operations to Fiji offers businesses a unique blend of benefits. Fiji's growing Business Process Outsourcing (BPO) sector leverages the country's stable political environment, attractive economic policies, and a culturally aligned, English-speaking workforce. This combination ensures seamless communication and service delivery for English-speaking markets, particularly Australia and New Zealand.

• Average call centre representative salary: FJD 1,868 per month ($1,263.68 AUD)
• Time zones: GMT+12
• What sets them apart: Fiji has an exceptionally high level of customer service, rooted in their culture's renowned hospitality. Additionally, Fiji's government actively supports the BPO sector with incentives and investments in ICT infrastructure, making it a burgeoning hub for call centre operations with a focus on quality and cultural compatibility. 

6. Singapore

Companies seeking call centres experienced in providing financial services turn to Singapore. The island nation boasts a high quality of life, the third-highest GDP per capita in the world, a AAA sovereign credit rating (the only Asian country to have achieved that honour), an excellent education system, and one of the world’s lowest levels of corruption. Its highly skilled workforce’s financial acumen has made it the top choice for companies seeking call centres that can effectively boost their sales and grow their financial advisory businesses.

• Average call centre representative salary: SGD $2, 656 ($2,990.62 AUD)
• Time zones: GMT+8
• What makes them stand out: Singapore’s entire infrastructure is technologically advanced. It also holds an important role as a bridge between the East and West, giving it an unparalleled advantage and a corner on the market of clients seeking to grow their financial consulting businesses.

7. South Africa

South Africa earned its place as one of the top 10 countries to recruit call centre agents during the pandemic when they demonstrated an unparalleled ability to quickly adapt to the sudden upheaval with the help of their highly educated staff and agile IT infrastructure. A McKinsey Report published in September 2020 praised South Africa’s quick response, citing call centres’ abilities to turn in-office jobs into remote ones and operate remote call centres while ensuring their clients’ business continued undisturbed. 

This attention to customer needs, combined with an educated workforce and a strong position as one of Africa’s most stable countries, make South Africa a no-brainer for companies looking to expand to the African market.

• Average call centre representative salary:  ZAR 5,957 per month ($484.86 AUD) 
• Time zones: GMT+2
• What sets them apart: Not only does South Africa have over 300,000 call centre reps and counting—a sizable workforce that demonstrates the country’s ability to accommodate large and small companies alike–but it’s attracted the attention of business powerhouses like the US, Australia, and Canada, in part due to its bilingualism and its economic stability. 

8. Indonesia

Outsourcing call centre operations to Indonesia offers access to a vast, multilingual workforce in a strategically positioned Southeast Asian country. Indonesia's strong cultural emphasis on service and hospitality, combined with competitive operational costs, makes it an attractive option for businesses looking to enhance their customer service capabilities.

• Average call centre representative salary: IR 4,750,000 per month ($453.99 AUD)
• Time zones: GMT+7, GMT+8, GMT+9
• Why it stands out: What distinguishes Indonesia is its rich linguistic diversity, which allows for multilingual support services that are crucial for global businesses. Furthermore, Indonesia's growing digital infrastructure, supported by government initiatives to boost the digital economy, positions it as a promising hub for outsourced call centre operations.

9. Vietnam

Outsourcing call centre operations to Vietnam taps into a dynamic and tech-savvy workforce, offering businesses a blend of high-quality service and cost-effectiveness. The country's growing emphasis on ICT education and English language proficiency caters well to the demands of global customer service.

• Average call centre representative salary: VD 6,380,058 per month ($388.24 AUD)
• Time zones: GMT+7
• What sets it apart: Vietnam has a remarkable rate of digital transformation and a strong cultural commitment to excellence and innovation. These factors, combined with the government's supportive policies for the BPO sector, position Vietnam as an emerging leader in providing efficient and technologically advanced call centre solutions.

10. Australia

The desire of Australian companies to save money went so far it actually turned out to be a detriment to their business. Australian consumers were unimpressed by the laser focus on saving money rather than providing great customer service, and businesses were faced with a choice: Either continue seeking the lowest operational costs possible and risk going out of business, or invest in better customer service. They chose the latter, which has put Australia back on the map for remote call centre operations.

• Average call centre representative salary: $4,166 AUD per month
• Time zones: GMT+7, GMT+8, GMT+9:30, GMT+10, GMT+11
• What sets it apart: Australian call centres distinguish themselves not just through high-quality customer service and English proficiency, but also by their deep understanding of Australian culture and compliance with local laws. This familiarity ensures services are tailored to meet the specific expectations of Australian consumers and adhere to the country’s strict regulatory standards, offering businesses a significant advantage in local market connectivity and legal conformity.

*Note: Salary data is gathered from Indeed and Glassdoor. The salaries listed are base pay and do not include benefits or any additional pay. Exact values vary depending on updated currency exchange rates, seniority levels, and geographical location within each country. 

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