There's no doubt about it — skilled workers are in high demand, including in the customer service industry, and businesses are feeling the pressure to find and hire the right people.
In fact, 63% of contact center leaders are dealing with staffing shortages, forcing them to rethink their hiring strategies to keep things running smoothly. On top of that, retention is an ongoing issue, as high turnover makes hiring even more difficult.
Finding experienced customer service employees can be challenging. However, many savvy business leaders look beyond their home market to recruit highly skilled customer service professionals in other countries — and at competitive rates.
Key takeaways:
- Going global provides access to a new world of potential customer service hires.
- When you hire internationally, you can often reduce labor costs due to a lower cost of living.
- A global customer support team can span multiple time zones, so you're always open for business.
Why Hire International Customer Service Talent?
If you only employ local workers, you're missing out on a broader talent pool. Here's why you should consider expanding your hiring horizons:
- Tap into more talent. Contact centers see an average annual turnover rate of 60%, making it harder to keep teams fully staffed. Hiring internationally gives you access to a much broader range of potential hires. And you're not stuck fighting for the same candidates in one market.
- Save costs without sacrificing service quality. Employing international workers can significantly reduce labor costs due to differences in the cost of living, depending on the country.
- Support your customers whenever they need it. A global team makes it easy to offer around-the-clock support without requiring employees to work the overnight shift. That means faster response times and a better work-life balance for your team.
- Offer multilingual support for your international customers. If you serve customers across multiple regions, bilingual and multilingual employees can help improve your customer service.
- Benefit from diverse perspectives. A global team brings fresh ideas and cultural awareness, so your team isn't just answering customers' questions but creating a better customer experience overall.
What Skills to Look for When Hiring Customer Service Workers
When hiring customer service employees, it's important to find individuals who possess the right skills and mindset to handle customer interactions with professionalism and care.
Excellent customer service goes beyond just answering questions — it requires strong communication, problem-solving abilities, and a genuine desire to help people. The best candidates can adapt to different situations, stay calm under pressure, and positively represent your brand.
Here are some key qualities to look for when hiring customer service employees:
- Can they communicate information clearly and de-escalate customer concerns?
- Are they fluent in English or other languages that match your customer base?
- Can they handle customer issues efficiently and offer practical solutions?
- Are they comfortable using CRM systems, live chat platforms, and other customer support technology?
- Can they engage with customers from different backgrounds in a meaningful way?
- Can they stay productive without constant supervision?
Asia-Pacific Region: A Diverse Talent Pool for High-Quality Customer Support
Thanks to its large, highly skilled workforce and competitive labor costs, the Asia-Pacific region has long been a go-to destination for customer service hiring.
The Philippines
The Philippines is often referred to as the customer service capital of the world for a reason. Its workforce is highly skilled, with strong English proficiency, and culturally aligned with Western markets — qualities that make Filipino professionals adept at handling global customer inquiries.
That strong "customer-first" approach and renowned Filipino hospitality provide companies with access to reliable customer support. In addition, hiring in the Philippines allows companies to save on labor costs compared to certain Western markets, such as the U.S.
Average annual salary: PHP 278,457 / USD 4,796 per year
India
Are you looking for a place to source customer service representatives on a tight budget? India might be the answer. The 2024 Offshore BPO Confidence Index ranks India as the top offshore outsourcing destination. With a score of 93.9%, India remains the global leader in BPO, driven by cost efficiency, a massive talent pool, and industry stability.
Hiring customer service talent from India provides access to highly skilled, English-speaking professionals with experience handling global customers across various industries. Additionally, India's cost-effective labor market allows businesses to access top-tier customer service talent at a fraction of the cost compared to many Western countries.
Average annual salary: INR 444,630 / USD 5,076 per year
Latin America: A Growing Hub for Skilled Customer Service Professionals
Thanks to an increasingly bilingual population and time zone compatibility with North America, Latin America (LATAM) is growing in popularity as a top region for customer service roles.
Brazil
Brazil is rapidly becoming a top choice for companies seeking to fill customer service roles, especially for Portuguese-speaking markets. The country has a strong customer service culture and a growing talent pool. The country's BPO market is fueled by its booming IT sector, which has made it a go-to destination for businesses looking for cost-effective, high-quality support.
Average annual salary: BRL 47,154 / USD 8,174 per year
Columbia
Colombia offers highly skilled customer support at a fraction of the cost of many other markets. And it's not just about saving money — Colombian call centers deliver bilingual North American time zone coverage. It's no wonder Colombia's BPO market is on the rise, with projections showing steady annual growth of 5.18% from 2025 to 2029, pushing the market to $0.82 billion by the end of the decade.
What sets Colombia apart is the blend of government support and a lower cost of living — factors that help businesses scale quickly without straining their budgets.
Average annual salary: COP 31,175,471 / USD 7,529 per year
Mexico
Mexico keeps popping up as a nearshore favorite for customer service hiring. As of 2021, Mexico's BPO sector — including customer support — employed nearly 176,000 people. There's a reason why: companies gain access to cost savings, cultural alignment with North American markets, and a bilingual workforce.
Mexican call centers also pride themselves on a strong service culture and familiarity with American consumer habits.
Average annual salary: MXN 154,896 / USD 7,560 per year
Eastern Europe: Combining Strong Customer Service Skills with Multilingual Support
With a highly educated and multilingual workforce, Eastern Europe is quickly becoming a go-to region for hiring customer service talent.
Poland
Poland is a major hub for business services in Europe, with over 1,941 service centers employing 457,000+ people. These centers handle everything from customer support to back-office operations, serving clients in European countries and beyond. Plus, it ranked 91% in the 2024 Offshore BPO Confidence Index, just behind India.
While affordability is a big draw, it's hardly the only selling point. Poland's stable economy and strong labor protections help create a motivated workforce that takes pride in doing a great job. Plus, close proximity to major European financial centers means minimal time zone challenges for companies in that sector.
Average annual salary: PLN 68,401 / USD 16,947 per year
Bulgaria
Bulgaria is fast becoming a top option for companies seeking customer service talent. In addition to its multilingual, English-proficient workforce, the country has a growing tech infrastructure and a deep understanding of European consumer markets.
Located in Eastern Europe, Bulgaria offers minimal time zone challenges for European markets. Plus, with a flat 10% corporate tax rate and lower labor costs, it's an attractive choice for businesses looking to scale customer service efficiently.
Average annual salary: BGN 19,863 / USD 10,546 per year
Northern & Southern Africa: Emerging Talent Markets with Competitive Advantage
Northern and Southern Africa offers a unique mix of affordability, language diversity, and cultural adaptability.
Egypt
Egypt offers much more than pyramids and ancient history. Egypt's BPO market — including customer support — is on the rise, with a projected annual growth rate of 10.67% from 2025 to 2029, reaching $0.78 billion by 2029.
Due to its North African location and proximity to Europe, Egypt offers cost-effective, high-quality customer support talent that aligns well with European business hours.
Average annual salary: EGP 110,294 / USD 2,192 per year
South Africa
South Africa is one of the best-kept secrets in customer service, with call centers known for their resilience. The country's time zone syncs up perfectly with Europe and the Middle East, making it easier for companies in those regions to provide real-time customer support.
But South Africa's BPO growth isn't just talent-driven — it's backed by strong government support. Business Process Enabling South Africa (BPESA), South Africa's BPO industry body, has also played a key role by supporting skills development, sharing best practices, and helping businesses transition into the digital economy.
Average annual salary: ZAR 197,409 / USD 10,711 per year
Confidently Hire Remote Customer Service Talent with RemoFirst
Hiring across borders shouldn't feel like an uphill battle. With RemoFirst, you can bring on, manage, and pay a remote team of customer service pros in over 180 countries.
We handle all HR and compliance logistics for you, from background checks and onboarding to shipping equipment, classifying workers, and managing taxes and employee benefits.
Essentially, as an Employer of Record (EOR), we assume the legal responsibilities of employing workers so you can focus on growing your team. We can also help you hire and pay international contractors in over 150 countries.
Ready to see us in action? Schedule a demo, and let us show you how easy international hiring can be.
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