Contact Center Operations Contact Center Scalability Contact-Center Outsourcing Customer Engagement Customer Experience Customer Retention Customer Service Customer Service Outsourcing4-minute read

The ROI of Reshoring: How to Choose the Right U.S.-Based Call Center Partner

Updated on: January 9, 2026

Amid rising labor costs, complex global supply chains and evolving customer expectations, customer experience leaders are rethinking outsourcing strategies. What’s emerging is a practical, strategic shift: reshoring.

According to a 2025 report from Destination CRM, more than 58% of companies currently outsource some form of support, with a growing share planning to add or increase onshore capacity.

At Working Solutions, we see this as a reshoring renaissance, one focused less on geography and more on outcomes. Learn more about the model in our
onshore call center outsourcing overview.

Why U.S.-Based Call Centers Are Gaining Ground

For organizations operating in regulated, high-touch or brand-sensitive environments, U.S.-based support has become a strategic advantage.

Cultural and language alignment that improves clarity, empathy and trust
Faster issue resolution through in-market training and familiarity
Regional workforce flexibility to support peaks, surges and seasonality
Improved customer retention driven by consistency and confidence

The Strategic Cost Case: Reshoring Redefined

Offshore support may appear less expensive on an hourly basis, but total cost of ownership tells a different story. Performance gaps, rework, escalations, compliance exposure and churn can erode perceived savings.

As Gary Ash, chief revenue officer at Working Solutions, notes:

The real cost of customer experience failure isn’t the hourly rate, it’s lost customers, regulatory risk and brand damage.

Performance snapshot (industry benchmarks):

Faster resolution times with onshore agents
First-contact resolution rates often exceeding 85%
Higher customer satisfaction and loyalty scores
Lower compliance and data security risk exposure

Cost factor	Offshore business process outsourcing	U.S.-based outsourcing
Hourly rate	$8 to $15 per hour	$22 to $35 per hour
Average resolution time	About 1.7 times longer (per Gartner)	Faster by up to 40%
First-contact resolution	Lower (about 65% to 70%)	Higher (about 85% to 90%)
Compliance and risk exposure	Higher (data and regulatory gaps)	Lower compliance and data security risk exposure (HIPAA and HITRUST aligned controls)
Customer satisfaction (CSAT)	3.5 to 4.0 out of 5.0	4.5+ out of 5.0
Brand retention impact	Mixed	Stronger retention outcomes

Source note: Based on publicly available data, internal benchmarking and insights from Destination CRM and industry peers.

How to Evaluate U.S.-Based Customer Experience Partners

Whether you’re supplementing offshore with onshore or making a full reshoring pivot, choosing the right partner is key. Here are five traits to look for:

Proven scale and specialization
Look for deep vertical expertise (healthcare, finance or retail) plus the infrastructure to support enterprise volume.
On-demand workforce
Ask about surge support, overflow coverage and weekend or after-hours availability.
Technology plus human touch
Ensure the partner blends automation (self-service, artificial intelligence routing, bots) with skilled, human-first agents trained in empathy and policy.
Regulatory readiness
For regulated industries, verify compliance support for the Health Insurance Portability and Accountability Act (HIPAA), Health Information Trust Alliance (HITRUST), Payment Card Industry Data Security Standard (PCI-DSS) and Service Organization Control 2 (SOC 2).
Culture fit and customer experience alignment
Can the provider represent your brand as an extension of your team

If you’re exploring options, start with our customer care outsourcing solutions page for an overview of capabilities and use cases.

Why Working Solutions Stands Apart

Working Solutions is built for this moment, combining experienced U.S.-based agents, artificial intelligence enabled operations and a scalable, virtual platform designed for complex customer experience environments.

As Arsalan Suhail, chief strategy officer at Working Solutions, explains:

Our onshore model wasn’t built overnight. It was built to support trust-driven, high-value interactions where performance and compliance matter.

For a deeper look at how modern onshore customer experience models drive measurable results, explore
Building It Better: Why onshore customer experience outsourcing delivers empathy, performance and return on investment.

The Onshore Advantage Isn’t Just a Trend

Reshoring is not a reactionary move, it’s a strategic recalibration. In a customer experience landscape shaped by regulation, risk and rising expectations, U.S.-based support can deliver measurable return on investment through performance, trust and long-term value.

Whether you’re facing cost pressures, scaling for peak season or managing customer trust in a high-risk industry, the right onshore partner can make the difference.