Why LATAM Nearshore is Beating Offshore in 2026: The Numbers Don’t Lie

If you’re still debating offshore vs. nearshore in 2026, the data has already made the decision for you.
U.S. companies are quietly — but rapidly — shifting customer-facing programs from traditional offshore hubs
in Asia and Eastern Europe to Latin American nearshore providers.

The reason? LATAM nearshore now delivers better outcomes at lower total cost — and the numbers prove it.

Let’s look at the hard data driving this shift.

The Real Cost Comparison: Beyond the Headline Rate

Offshore vendors still advertise 60–80% labor savings. But when you add the hidden expenses,
the picture changes dramatically.

A 2025 Everest Group study found that total cost of ownership for offshore CX programs is often
only 35–45% lower than onshore — once you factor in:

• 30–50% annual agent turnover (vs. 10–15% in top LATAM centers)
• Duplicate onshore oversight teams to bridge time-zone gaps
• 20–30% longer average handle times due to communication friction
• Rework from misunderstandings and escalations

LATAM nearshore, by contrast, delivers 50–70% savings with far fewer hidden costs,
according to the same report. Nearshore clients report:

• Real-time U.S. time-zone overlap eliminating overnight management layers
• Lower attrition and training spend
• Faster resolution and fewer escalations
• Predictable currency and wage stability in countries like El Salvador and Colombia

Result? 15–25% lower total cost than comparable offshore programs —
with significantly better performance.

Quality & Customer Satisfaction: Where Nearshore Pulls Ahead

Quality is no longer just a nice-to-have — it’s the primary driver of outsourcing decisions.

Ryan Strategic Advisory’s 2025 U.S. Contact Center Decision-Makers’ Guide revealed:

• 68% of U.S. enterprises now rank “agent quality and cultural fit” as their #1 outsourcing criterion — ahead of cost
• Only 22% ranked cost as the top factor (down from 41% in 2021)

Why? Poor customer experience directly hits the bottom line.

LATAM nearshore excels here:

• CSAT scores 12–18% higher than offshore equivalents (Everest Group, 2025)
• First-contact resolution rates 15–25% better due to clearer communication
• Agent education advantage — 40–60% of LATAM agents hold university degrees vs. 20–30% in many offshore markets

The cultural alignment is measurable: agents who understand U.S. holidays, sports references,
regional accents, and customer expectations create interactions that feel natural — not scripted.

Industry-Specific Impact: Real-World Results

Healthcare

• U.S. hospital networks report <3% call abandonment and costs halved after moving patient support to LATAM nearshore (SkyCom client data, 2025)
• Bilingual Spanish support for diverse populations without quality loss

Financial Services

• Banks and insurers moving collections and fraud support cite higher recovery rates and fewer complaints due to clearer, more empathetic communication

Telecommunications

• Providers switching technical support to nearshore report 20–40% shorter handle times and 15% CSAT gains from real-time collaboration

Retail & E-Commerce

• Holiday peak support scaled seamlessly with 30%+ higher chat conversions from multilingual, culturally aligned agents

The Turning Point: 2026 and Beyond

The data is clear. Offshore’s cost advantage has eroded while its quality and alignment challenges have grown.

LATAM nearshore has matured into a higher-performance, lower-risk option:

• Modern, secure facilities (like SkyCom’s new 800-seat flagship in San Salvador)
• Government-backed English training programs producing elite bilingual talent
• Stable, U.S.-friendly business environments
• Proven scalability — clients routinely growing from 10 to 230+ agents in months

Your Next Move

If you’re evaluating outsourcing partners in 2026, the question isn’t whether to consider LATAM nearshore.

It’s which nearshore partner can deliver the compliance, scalability, and performance your customers demand.

At SkyCom, we’ve helped dozens of U.S. brands make the switch — with measurable improvements in CSAT,
resolution rates, and total cost.

Ready to see the difference for yourself? Contact us to learn more

SkyCom operates modern bilingual facilities in El Salvador, Colombia, Belize, and Jamaica —
all optimized for real-time, high-touch customer experience.