A 15-Year Story
What happened to the
contact center industry.
The data tells a story nobody in the BPO business wants to talk about. And the next chapter is about to start.
2005-2010
The Great Offshoring.
American companies discover they can pay $8-12/hr for overseas agents instead of $25-35 for domestic ones. The math seems obvious. Everyone moves.
70%
US companies outsource
at least 1 dept
at least 1 dept
$8-12
Offshore
rate card
rate card
Millions
US jobs
sent overseas
sent overseas
2011-2014
The quality collapse nobody measured.
Offshore turnover hits 30-50% every six months. Your "dedicated team" is gone before they learn your product. QA departments score 2% of calls. The other 98% are invisible. Nobody complains because nobody knows.
2%
Calls scored
industry standard
industry standard
98%
Calls completely
unmonitored
unmonitored
30-73%
Agent turnover
(annual, outsourced)
(annual, outsourced)
"We sent them a QA report every week that said everything was fine. We had no idea if that was true."
Anonymous BPO Operations Director
2015-2018
500,000 American jobs gone.
The Communications Workers of America reports that US customer service and contact center jobs declined by 500,000 in just four years. The jobs went to the Philippines, India, and Latin America. Communities lost employers. Consumers got worse service. The savings went to BPO margins, not to clients.
500K
US call center jobs
lost to outsourcing
lost to outsourcing
40-60%
Cost savings
promised (Deloitte)
promised (Deloitte)
3%
Of US workforce
was call center
was call center
"The offshoring of call center jobs has led to a range of negative effects for consumers. Personal information is at increased risk to security breaches and sale on the black market."
Communications Workers of America
2019-2022
Everyone says "AI-powered." Almost nobody means it.
The industry buys chatbots and puts them in front of customers. They call it AI. It deflects calls. It saves the BPO money. CSAT drops. But the BPO's margins go up. That is the whole strategy.
1
AI tool at
most BPOs (chatbot)
most BPOs (chatbot)
2%
QA still
manual sampling
manual sampling
Down
CSAT trending
across industry
across industry
"AI-powered" on a BPO website in 2022 meant one thing: they had a chatbot.
Industry reality
Now
The onshoring wave is here.
Bipartisan legislation targeting offshore call centers. FCC rulemaking on offshore disclosure and consumer protections. 18% of companies already reshoring volume. The regulatory, political, and consumer pressure is all moving in one direction: back to the United States.
70%
US companies
still offshore
still offshore
18%
Already reshoring
some volume
some volume
Growing
Federal pressure
to onshore
to onshore
The question is not whether onshoring is coming. It is whether you will be ready when it does.
The data is clear
There is another way
One company never left.
While the industry went offshore, sampled 2% of calls, and called a chatbot "AI-powered," one contact center in Erie, Pennsylvania refused. Every year. For 15 years. Already onshore. Already AI-infused. Already ready.
2011
Founded
600+
USA Seats
0
Offshore. Ever.
100%
Calls Scored by AI
AI in every layer. Agent Assist. Virtual Agents. Auto-summarization. OttoQA scoring every call. Predictive analytics. Intelligent routing. Not one tool. An operation built on it.
The only BPO on NICE CXone Executive Council. Family-run. $28-35/hr all-inclusive. Training team together over a decade.
When the onshoring wave hits, we will not have to move a single seat. We have been here since 2011.
Book a Discovery Call877-766-7822 | expiviausa.com
Sources: FCC (70% outsourcing stat, onshoring proposals) · Eleveo (1-3% manual QA scoring) · Enthu.ai (2-3% sampling standard) · CallMiner / Daily Pay (outsourced turnover rates 49-73%) · CX Dive (Keep Call Centers in America Act) · CMSWire (FCC proposals) · Site Selection Group via Callin.io (18% reshoring volume) · CWA (500K US jobs lost, security risks) · Callin.io / Deloitte (40-60% cost savings)
© 2026 Expivia. Erie, PA.
© 2026 Expivia. Erie, PA.