- Manish Jain
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In 2026, many U.S. brands are moving to a nearshore LATAM call center to avoid the costs of expensive onshore operations and the high turnover of offshore providers. The reason is simple: the real total cost and quality numbers strongly favor nearshore Latin America over the traditional alternatives.
Here’s a clear, data-backed comparison of onshore, offshore, and nearshore call centers using 2025–2026 industry benchmarks and actual client results.
Offshore Savings Often Disappear After Hidden Costs
Offshore call centers advertise 60–80% labor cost reductions, but real net savings frequently fall to only 32–48% after accounting for:
- 30–50% annual agent turnover (constant retraining & knowledge loss)
- Time-zone gaps requiring duplicate onshore oversight or night shifts
- 15–30% longer handle times due to communication challenges
- Lower CSAT leading to higher churn and brand risk
A Nearshore Americas 2025 report highlighted that many companies see their projected savings shrink significantly once these factors are included.
Onshore: Maximum Control at Maximum Cost
Onshore operations deliver:
- Instant oversight & perfect cultural alignment
- Strongest regulatory compliance
- Seamless integration with internal U.S. teams
But the price is high. Fully loaded U.S. agent costs average $28–$35 per hour (per the 2025 ContactBabel U.S. Contact Center Guide). A 100-seat 24/7 program can easily exceed $6–8 million annually, before accounting for training, QA, or technology expenses.
Nearshore LATAM Call Center: Optimal Balance of Cost & Quality
A nearshore LATAM call center typically achieves 50–70% savings vs. onshore while avoiding most offshore hidden costs.
Result: A nearshore LATAM call center typically delivers 15–30% lower total cost than offshore while approaching onshore-level quality.
Real-World Example: Healthcare Provider Switches to Nearshore Call Center
A mid-sized U.S. clinic network transitioned 150 seats from offshore to SkyCom’s El Salvador center in 2025:
- Hourly rate: $11 → $16 (still 54% below onshore)
- Turnover dropped from 45% → 12%
- Handle time reduced by 22%
- CSAT improved by +18 points
- Annual savings: $2.4 million + better patient outcomes
They now scale seasonally using SkyCom’s modern 800-seat San Salvador facility.
Why 2026 Marks the Tipping Point
- Offshore wages rising 8–12% annually in traditional hubs
- Persistent U.S. labor shortages in contact center & healthcare roles
- Increasing regulatory pressure (HIPAA, PCI DSS)
- 73% of consumers switch brands after one poor experience (PwC 2025)
A nearshore call center eliminates the classic trade-offs — delivering onshore-grade performance at offshore-level pricing without the usual pain points.
Bottom Line for 2026
Onshore becomes unaffordable at scale. Offshore looks good on spreadsheets but rarely holds up in practice. A nearshore LATAM call center offers the optimal solution for most organizations today.
Want to see what your real savings could be?
SkyCom: Leading nearshore LATAM call center provider in El Salvador, Colombia, Belize & Jamaica — trusted across healthcare, finance, telecom, and retail.
