Redial runs English-speaking customer service, sales and support teams in Manila for US companies, staffing US business hours on the night shift that is standard practice across the Philippine industry. The country's contact centers employ 1.68 million people, according to the industry association CXAP, so the experienced agents and team leaders a program calls for are here in depth and at offshore cost.
1
Site: Manila (Parañaque City, Metro Manila)
2025
Operating in the Philippines since
EN
English-speaking teams; English is an official language of the Philippines
12 to 13 h
Ahead of US Eastern: US daytime is covered on a night shift
[seats]
Redial seats worldwide
Why the Philippines
The case for the Philippines is depth: the number one delivery location for customer experience, as IBPAP, the Philippine industry association, describes it; English that is official and tested; a cost base analysts put 50 to 70% below US onshore; and a labor market that operators themselves rate third of 16 countries. Every card below names its source.
The Philippine IT-BPM industry earned US$40.3 billion in export revenue in 2025 and employed 1.89 million people, according to IBPAP, the industry association; contact centers account for 1.68 million of those jobs (CXAP, 2025). IBPAP describes the Philippines as the number one delivery location for customer experience. For your program, that means team leaders, trainers and QA staff who have run US accounts before.
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English is an official language under Article XIV of the 1987 Constitution and the medium of instruction for math and science from Grade 3 under Executive Order 210. On the EF English Proficiency Index 2025 the Philippines scores 569, “High proficiency”, 28th of 123 countries and second in Asia; Manila city scores 603, at the “Very high” threshold. Redial tests English proficiency and runs a call simulation before any offer.
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Deloitte research, as cited in Liveops’ 2026 white paper, puts offshore savings at 50 to 70% against US onshore delivery, and Outsource Accelerator puts the base-wage gap between Manila and the US at 60 to 75%. The benchmark on the US side is a median US$21.53 an hour for customer service representatives (Bureau of Labor Statistics, May 2025). Redial quotes each program on its own scope; the ranges show where the Philippines sits.
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In Ryan Strategic Advisory’s Offshore CX Confidence Index 2025, operators based in the Philippines rate their labor market 89.4%, the third-highest score of the 16 countries surveyed, with very high confidence in the English-proficient talent pool at every management level. They rate the industry ecosystem 87.2%, second of 16. The index surveyed more than 220 CX leaders who run delivery in the countries they scored.
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Metro Manila had 14.0 million residents at the 2024 Census; at the 2020 Census its median age was 27.4, with 67.7% of people of working age, according to the Philippine Statistics Authority. The region holds 178 PEZA IT parks and centers with 1,072 companies and about 740,000 workers, and in July 2026 the government lifted a seven-year moratorium on new Metro Manila IT parks. Nationally, the labor force is 52.6 million and the median age 25.3.
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North America supplies 65 to 70% of Philippine IT-BPM demand (IBPAP, 2026), and in Ryan Strategic Advisory’s 2025 survey of 819 enterprise contact-center leaders the Philippines was the second most-favored offshore CX location after India. The familiarity has documented roots: English-medium public schooling dates to 1901, and in Pew Research Center’s 2026 survey 81% of Filipinos called the US a reliable partner.
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How the market compares
Redial delivers from three countries, and each fits a different program. IBPAP, the Philippine industry association, describes the Philippines as the number one delivery location for customer experience; Ryan Strategic Advisory’s independent survey of enterprise contact-center leaders in 12 markets places it second to India. That depth makes it the place for large English programs, voice and non-voice, with the deepest analyst-reported savings of the three and US hours covered on a night shift.
Mexico is the nearshore option: same-day hours on Pacific Time, English and Spanish, and site visits from San Diego (see Nearshore Services). South Africa is Redial’s other offshore site: English-first teams six to seven hours ahead of Eastern, so US daytime falls on afternoon, evening and overnight shifts.
Programs can use two or three sites together under Redial’s Follow-the-Sun model; Offshore Services and the Locations hub explain how. The cost bands below are industry ranges with their sources named, not Redial’s rates.
| Country | Time zone vs US Eastern | Language | Cost band (source) | Best fit |
|---|---|---|---|---|
| Philippines (offshore) | 12 to 13 hours ahead; US daytime on a night shift | English | 50 to 70% below onshore, with other offshore destinations (Deloitte, as cited in Liveops’ 2026 white paper) | High-volume English customer service, technical support and back office at scale, around the clock |
| Mexico (nearshore) | Same day: Pacific Time, 3 hours behind Eastern, clocks change on US dates | English and Spanish | 30 to 50% below fully loaded US onshore (industry sources); analyst studies run higher: 46% for entry-level customer service (KPMG, cited by the Tijuana EDC, 2016) and 55 to 60% below Dallas (Everest Group, Monterrey, 2024) | Bilingual programs, same-day collaboration and site visits, US daytime on day shifts |
| South Africa (offshore) | 6 to 7 hours ahead; US daytime on afternoon, evening and overnight shifts | English | 40 to 65% below fully loaded US onshore (BPESA, citing Everest Group); Everest’s city study puts it 55 to 65% below Dallas, Manchester and Sydney | English voice programs where tone matters: care, retention, collections, insurance, utilities |
What we run here
Redial’s Manila site runs English-language programs for US companies in customer service, sales and support, voice and non-voice. The services below are the ones delivered from Manila; the full catalog, including order taking, appointment setting and live chat, is on the services page.
The industries Redial serves include financial services, healthcare, software and technology, retail and e-commerce, and telecom. Clients are US companies with high-volume English customer bases, and the work is the kind the list below describes: customer service queues, collections, insurance verification for healthcare groups, tier-one technical support, back-office processing and sales.
The scale of the Philippine industry shows in what is available to staff. IBPAP counts 1.68 million people in contact-center and business-process work and 200,000 more in healthcare services, and non-voice work is roughly half of BPO revenue (Philippine Star, 2026), so chat, email and back-office queues staff as readily as voice.
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Mexicali floor
Agents on calls
Our site
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Tijuana Centro exterior
Deck reference, slide 5
2nd Floor, Olivarez Sports Complex, Dr. A. Santos Avenue, Sucat Road, San Dionisio, Parañaque City, Metro Manila 1700
Redial opened its Manila site in 2025 on Sucat Road in Parañaque City, Metro Manila. The site is built for English-language voice and non-voice programs on US hours, with capacity for seats.
Metro Manila gives it a 14-million-person region with a median age of 27.4 (Philippine Statistics Authority) and the country’s largest concentration of IT parks: 178 PEZA IT parks and centers with about 740,000 workers. Site visits arrive through Ninoy Aquino International Airport, which handled a record 52 million passengers in 2025.
How we run teams here
Intro: Redial runs the same hiring, training and management model at every site, with local leadership in Manila. The numbers below come from how Redial’s programs run today: the tests every candidate takes, the eight milestones from contract to go-live, and the ratios that keep team leaders close to agents.
Candidates for a Manila program are tested for typing speed (35 words per minute at 80% accuracy), English proficiency and a call simulation, and pass a criminal background check before an offer. Hiring draws on Metro Manila’s 14 million residents and a national pool of 1.68 million working contact-center professionals, so many candidates already have US-account experience.
A new program goes live in four to six weeks through eight milestones: contract award, kickoff, recruitment calibration, hiring class one, IT setup, train the trainer, operations KPIs and QA, and go-live. Four to six weeks is the launch window, and training runs inside it.
Supervisors and team leaders run about 11 agents each, and an operations manager runs about 50, so an agent on a night shift in Manila always has a lead within reach. The site’s leadership is local: Manila team leaders and operations managers run the floor on the same model Redial uses in Mexico and South Africa.
Training is followed by a six-week onboarding follow-up, so a new hire’s first weeks on the floor are coached rather than left to chance. Operations KPIs and the QA scorecard are set as a milestone before go-live, so the first week’s results are measured against targets you agreed to, not targets discovered later. Team leaders review results with agents and calibrate scoring with your team on the cadence agreed at kickoff.
A 30-minute call to walk through what you need. No obligation, no pressure.
Straight answers
Operators based in the Philippines give the country its lowest marks for roads, public transport and healthcare in Ryan Strategic Advisory’s Offshore CX Confidence Index 2025, and rate political stability 67.0%. TomTom’s 2025 Traffic Index puts Metro Manila 40th worst in the world, with 143 hours a year lost to peak traffic, an improvement on first place in 2023.
The same operators rate traveler safety, commute safety and peaceful transfers of power highly, at 82.0% for safety and security overall. US-hours shifts largely run against the daytime rush, and Redial provides.
PAGASA, the state weather agency, counts about 20 tropical cyclones entering Philippine waters each year; eight or nine cross land, and nearly 70% of the year’s cyclones form between July and October. Luzon’s grid went to red alert in September 2025, but no rotational outages followed and commercial users cut 270 MW under demand-response programs.
The industry’s documented practice is to reroute call flows to other sites before landfall, run on backup power and redundant carriers, and keep part of the team remote; hybrid work is the sector norm, with 60 to 70% of staff on site (IBPAP).
The Philippine sector expected to hire 80,000 to 100,000 contact-center staff in 2025 (CCAP, now CXAP), and Site Selection Group notes that many buyers are “over-weighted” in the Philippines and India, so competition for agents is real. CCAP’s attrition survey, run by Willis Towers Watson, measured voluntary attrition at 19% in the first half of 2023, down from 36% in 2021, with average tenure of about 2.5 years; a separate 2025 CCAP statement put 2023 attrition at 43%. Redial’s answer is structural: paid training, structured bonuses and weekly pay, a referral program, team leaders at about 11 agents each and a six-week onboarding follow-up after training.
The Data Privacy Act of 2012 created the National Privacy Commission and requires “reasonable and appropriate” security measures; under NPC Circular 16-03 a breach must be reported to the Commission and the people affected within 72 hours. The Philippines is also a signatory to the Global Cross-Border Privacy Rules Declaration alongside the United States.
For US healthcare work, a Philippine BPO acts as a HIPAA business associate under a Business Associate Agreement. Redial runs PCI DSS and HIPAA-compliant programs from Manila, as it does in Mexico and South Africa.
FAQ
How far is Redial’s Tijuana call center from San Diego?
Tijuana Centro is about 20 minutes from the San Ysidro port of entry, the crossing between Tijuana and San Diego.
What hours do Redial’s Mexico teams cover?
US Pacific hours. Mexicali also covers Mountain hours. Shift windows are set with the program.
Are the agents bilingual?
Yes. Teams are hired for English and Spanish.
How does nearshore pricing compare with onshore?
Nearshore sits below US onshore. The comparison used with a buyer is a named industry range, not a rate card published on this page.
How fast can a team be live in Mexico?
Training takes 4 to 6 weeks after hiring.
Is Redial PCI DSS and HIPAA compliant in Mexico?
Programs are built PCI DSS and HIPAA compliant. The controls for a given engagement are confirmed before go-live.
Does Redial hire in Tijuana and Mexicali?
Yes. Both sites hire locally.
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Tijuana Centro team
Redialers at the Tijuana Centro site
Join Redial
Customer service, sales and support roles in English, with training from day one.
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.
