A follow-the-sun support model gives customers 24/7 coverage by passing the queue from one region's day shift to the next as the clock moves around the world. Redial runs it for US companies from four call centers in Mexico, South Africa and the Philippines; here is who covers which hours, how a handoff works and when one site is enough.
The model
Follow-the-sun is a staffing model, not software. Teams in two or more time zones each work their own daytime. As one team’s day ends, the next team’s day is already under way, so the queue passes from region to region and is never left unattended.
At Redial, the clock sets the order. Tijuana and Mexicali work on US Pacific Time, so the US business day is their business day. When the West Coast closes, it is already morning in Manila, so the US evening and overnight fall inside the Philippines workday.
Johannesburg is six to seven hours ahead of New York, so the hours before dawn on the East Coast fall inside its workday. Your customer sees one team.
A single 24/7 site does the same job with one workforce on three rotating shifts, and for some programs that is the right answer (see below). The difference is who is awake: in one site, a third of the coverage is a night shift; in follow-the-sun, every team can work its own daytime, and trouble at one site leaves the other two running.
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A Redial night shift
Manila or Johannesburg operations floor
How coverage works
Tijuana and Mexicali keep US Pacific Time and change their clocks on the same dates as the United States, under Mexico’s 2022 time-zone law, so they are never more than three hours behind any US business time zone. Johannesburg is on South Africa Standard Time, UTC+2, with no daylight saving: six hours ahead of US Eastern from March to November, seven the rest of the year. Manila is on Philippine Standard Time, UTC+8, also with no daylight saving: 12 hours ahead of US Eastern in summer, 13 in winter.
Put a standard 8am to 5pm day at each site on a US Eastern clock: Manila’s workday runs from about 8pm to 5am Eastern, Johannesburg’s from about 2am to 11am, and Baja California’s from 11am to 8pm. Where the windows meet, the handoff happens.
Illustrative coverage framework. Exact shift windows and handoff points are set with each program.
One team, four sites
A handoff fails when the next team has different information, a different standard or a different manager. Redial removes all three before a program goes live.
Every Redialer, in every country, passes the same screen before training: a typing test at 35 words per minute with 80% accuracy, an English proficiency test, a call simulation and a criminal background check. The team structure is the same too: an operations manager runs about 50 agents, and supervisors and team leaders about 11 each, so a program has the same shape in Tijuana as in Manila.
Above the sites, one workforce-management team schedules all four from a single plan, so the overlap at each handoff is scheduled, not improvised. One QA standard scores interactions against the same scorecard, whichever site handled them. And escalation follows the sun: an issue raised at 3am Eastern goes to the leader on duty in the region that is awake
Forecasting and scheduling for all four sites come from one workforce-management team and one plan. Shift overlaps at each handoff are built into the roster, and a spike in one region can be absorbed by the next site coming online.
Every site scores interactions against the same scorecard and joins the same calibration sessions, so a customer handled in Johannesburg at 6am Eastern meets the same bar as one handled in Mexicali at noon, and results roll up into one view of your program.
The screen is the same at every site, and so is what follows: the same training model, then a six-week onboarding follow-up after every class, so a new agent in Manila and a new agent in Mexicali start from exactly the same place.
An escalation goes to the leadership on duty in the region that is awake, not to a voicemail in San Diego. A supervisor or team leader for about every 11 agents means a named person is on the floor at every hour.
Benefits
Honest limits
Follow-the-sun earns its coordination when customers need you at every hour. If your customers reach you only during US business hours, pick the site that fits: Tijuana and Mexicali work those hours on US Pacific Time; Johannesburg covers them on afternoon, evening and overnight shifts and Manila on a night shift, as much of the South African and Philippine industry does for US clients.
If every call needs Spanish, that is Mexico’s job alone. And a small program runs better in one site, adding a second region when volume justifies it. See Nearshore Services and Offshore Services for single-site options.
Our locations
Four call centers in three countries, plus the corporate office in San Diego. Each site has its own page; the addresses and maps below are the ones to use for a visit. Customer service, sales, technical support and back office: see all services.
650+ seats
Our flagship nearshore hub. Bilingual delivery in U.S. time zones with proximity advantage for fast onboarding and program management.
Why Mexico →
Call Center in Tijuana →
Call Center in Mexicali →
180+ seats
Johannesburg joined the network in 2023 and has taken one client program to 112 agents live in 90 days. Agents work in English: South Africa scores 602 on the 2025 EF English Proficiency Index, the highest in Africa, and US contact-center leaders rated it their first-choice offshore destination in Ryan Strategic Advisory’s 2024, 2025 and 2026 buyer surveys. Its workday begins before dawn on the US East Coast.
350+ seats
Manila is the newest site, live since 2025, in the country IBPAP, the Philippine industry association, describes as the number one delivery location for customer experience. Agents work in English; the Philippines scores 569 on the 2025 EF English Proficiency Index and Metro Manila 586. Operators based in the Philippines rate its labor market 89.4%, third of 16, in Ryan Strategic Advisory’s 2025 Offshore CX Confidence Index.
Corporate office
4275 Executive Square, Suite 200
La Jolla, CA 92037
Built for
Reservations, guest support and loyalty-program assistance across customer hours.
Technical support and customer-success coverage for software and technology companies.
FAQ
What is the follow-the-sun support model?
It is a coverage model in which work passes between staffed teams in different time zones, allowing customer support to continue as one region’s day ends and another begins.
Which countries does Redial cover from?
Redial’s delivery footprint spans Mexico, South Africa and the Philippines.
How does a handoff between Mexico and the Philippines work?
The engagement defines the handoff time, required notes, current owner and escalation path. Exact windows are configured for the program.
Is follow-the-sun the same as a 24/7 call center?
Not exactly. A single 24/7 site covers every hour from one location. A follow-the-sun model distributes staffed windows across regions.
When is a single site the better choice?
One site can be simpler for a small program, one language, one time zone or work that does not need continuous coverage.
Where are Redial’s offices?
Delivery teams operate in Tijuana, Mexicali, Johannesburg and Manila. Redial’s corporate office is in La Jolla, California.
Redial hires in Tijuana, Mexicali, Johannesburg and Manila. See open roles →
The best way to understand what Redial can do for you is a quick conversation. We’ll learn about your needs, walk you through how we work, and if there’s a fit, put together a custom quote — no obligation, no pressure.
Nearshore & offshore call-center teams that protect your brand — PCI DSS and HIPAA-compliant, and ready to scale with your volume.
