Global Call Center Outsourcing with Onshore, Nearshore, and Offshore Delivery
Focus Services provides global call center outsourcing solutions across 10 contact center locations in three strategic regions worldwide. Our distributed delivery model allows businesses to select the optimal mix of onshore, nearshore, and offshore contact center services based on performance requirements, language needs, regulatory considerations, and cost objectives.
United States
Roy, Utah – Headquarters
The state of Utah is a fantastic place to do business! Just ask Forbes. This top business magazine has consistently ranked Utah among the top three best states in the USA to do business. We agree!
Our contact center in Roy, just north of Salt Lake City, is home to our company headquarters and draws from a metro population of nearly 558,000. Over 90 percent of the labor force holds a high school diploma, and a high percentage of workers go on to the numerous colleges and universities in the area. This provides a large pool of excellent candidates from which to scale your campaign.
| Total Seats: | 280 |
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| Languages: | English, Spanish |
| Channels: | Phone, Email, Chat |
| Services: | Customer Care, Sales, Tech Support |
Greenville, North Carolina
Greenville is widely recognized as the thriving cultural, educational, economic, and medical hub of Eastern North Carolina. While retaining it’s southern charm and hospitality, Greenville has grown into the 10th largest city in the state. This thriving, small metropolitan city of nearly 100,000 in the heart of Pitt County with a population of nearly 185,000 residents provides a large pool of excellent candidates from which to scale your campaign.
| Total Seats: | 350 |
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| Languages: | English, Spanish |
| Channels: | Phone, Email, Chat |
| Services: | Customer Care, Sales, Tech Support |
El Salvador
San Salvador, El Salvador – Metro San Salvador
San Salvador has been a strategic delivery hub for Focus Services since 2011, serving as a nearshore gateway for high-performance contact center and business process outsourcing operations. As the capital and economic center of El Salvador, the metro region offers a strong, bilingual workforce, geographic proximity to the United States, and a proven track record in customer experience delivery.
With a metropolitan population exceeding 2 million, San Salvador provides a deep and scalable labor market. Each year, thousands of graduates enter the workforce from leading institutions such as University of El Salvador and José Simeón Cañas Central American University, along with numerous private universities and technical institutes. This creates a steady pipeline of bilingual, college-educated talent prepared for roles in customer care, technical support, back-office processing, and sales.
San Salvador has become one of the most competitive nearshore BPO destinations in Latin America, offering:
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Strong English proficiency with cultural alignment to U.S. markets
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U.S. Central Time Zone alignment for real-time support
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Competitive labor economics relative to domestic U.S. delivery
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Government support for the outsourcing and technology sectors
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Established telecom infrastructure and secure business facilities
In addition, local training academies and workforce development programs offer specialized call center, customer service, and technical support certifications. These programs ensure agents are operationally ready and aligned with global quality standards from day one.
With more than a decade of operational presence, our San Salvador site reflects stability, scalability, and institutional knowledge. Since 2011, this location has delivered consistent performance across multiple industries, combining experienced leadership, disciplined operational processes, and a resilient workforce environment.
San Salvador remains a cornerstone of our nearshore strategy—providing bilingual talent, operational efficiency, and strong cultural connectivity for North American clients seeking high-quality outsourcing solutions.
In El Salvador, Focus Services leverages automated English proficiency testing technology to ensure consistent, high-quality hiring outcomes across growing programs. This structured approach reduces manual screening and improves candidate experience. Partnering with companies like Rosetta Stone and Emmersion.AI we have been able to ensure the highest quality of English at our sites.
| Total Seats: | 430 |
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| Languages: | English, Spanish, French, Portuguese |
| Channels: | Phone, Email, Chat |
| Services: | Customer Care, Sales, Retention, Back Office, Tech Support |
Philippines
Bacolod City, Lacson Street
Bacolod City is now one of the country’s fastest growing cities. As a highly urbanized city and capital of the province, Bacolod City, is recognized as the Service Center of Negros Occidental, the leading choice destination for meetings, incentives, conventions outside of Manila and Cebu. Annual growth rate of 1.79% With a population base of 600k + and talent pool of 50k+ of graduates from local universities per year makes Bacolod the ideal place for a call center location. Additionally, local Tech-Voc Institutions offer Finishing Course for Call center’s and other BP0 – related courses.
| Total Seats: | 600 |
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| Languages: | English |
| Channels: | Phone, Email, Chat |
| Services: | Sales, Customer Service, Tech Support, Lead Generation, Quality Assurance, Survey, Retention, and Back Office Processing |
| Staffing | Dedicated and Shared Models, 24/7 Hours of Operation |
South Africa
Durban, South Africa – Umhlanga Ridge
Durban is one of South Africa’s most strategically positioned coastal metros and a growing hub for global business services. Located in the province of KwaZulu-Natal, Durban combines strong infrastructure, a competitive labor market, and international connectivity—making it an increasingly attractive destination for BPO and contact center operations.
As a major economic center with access to one of Africa’s busiest ports and King Shaka International Airport, Durban supports seamless connectivity to both UK and US markets. The city has a metropolitan population of over 3.5 million, providing a deep and diverse talent pool. Each year, thousands of graduates enter the workforce from respected institutions such as the University of KwaZulu-Natal and Durban University of Technology, creating a steady pipeline of English-proficient, service-oriented talent.
Durban has established itself as a preferred offshore destination for customer experience, back-office processing, and sales support—particularly for UK-based clients. The region benefits from:
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Strong neutral English accents aligned with UK and international markets
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A mature BPO ecosystem with government support and sector incentives
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Competitive labor costs relative to Western markets
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Modern commercial infrastructure in business districts such as Umhlanga Ridge
In addition, local training academies and workforce development programs provide specialized call center and customer service certification programs, ensuring agents are client-ready from day one.
With scalable infrastructure, a reliable power and connectivity framework, and a growing technology services ecosystem, Durban offers an ideal environment for high-performance contact center operations.
Our Durban site reflects this advantage—delivering high-quality talent, operational discipline, and global service standards from one of South Africa’s fastest-growing business corridors.
Cape Town, South Africa – Foreshore District
Cape Town is widely recognized as South Africa’s premier global services hub and one of the most established offshore contact center destinations in the Southern Hemisphere. As the legislative capital of South Africa and a major international business center, Cape Town offers world-class infrastructure, a highly skilled workforce, and a mature BPO ecosystem.
With a metropolitan population exceeding 4.8 million, Cape Town provides a deep and diverse talent base. The city produces thousands of graduates annually from leading institutions such as the University of Cape Town, Stellenbosch University, and the Cape Peninsula University of Technology. This steady graduate pipeline supports scalable recruitment across customer experience, technical support, financial services, and back-office operations.
Cape Town has earned a strong reputation as a preferred offshore location for UK, US, and Australian markets. Key advantages include:
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Neutral English accents well aligned with UK and international clients
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Strong cultural affinity with Western markets
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Time zone alignment favorable for UK and European support
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A mature BPO sector supported by government incentives and industry partnerships
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Advanced telecommunications infrastructure and business-grade facilities
The city’s Foreshore and central business districts are home to modern commercial office spaces designed to support secure, high-capacity contact center operations. Cape Town’s established outsourcing ecosystem ensures access to experienced management talent, workforce training programs, and sector-specific compliance expertise.
In addition, local workforce development initiatives and call center training academies ensure agents are prepared to meet global service standards from onboarding onward. The region’s strong focus on quality assurance, performance management, and customer experience excellence has made Cape Town a consistent top performer in global CX rankings.
Our Cape Town site leverages this environment to deliver high-performance, scalable, and client-focused operations—combining top-tier talent with operational rigor in one of Africa’s most respected outsourcing markets.