Executive Summary

According to the Minute Call Report 2025, more than half of Spanish companies — including startups — outsource part of their customer service operations, and approximately an additional 18% plan to do so soon (grantthornton.es). The growth of Customer Experience (CX) outsourcing is mainly driven by efficiency gains, with operational savings estimated between 30% and 60% compared to maintaining an internal team (outsourcing.com.co), as well as the need to scale quickly while keeping teams focused on core activities.

Minute Call estimates that external CX providers can deploy full teams within weeks, often with multilingual coverage from nearshore hubs in Latin America and the flexibility to adjust capacity “within days” depending on demand (virtualgroup.es). At the same time, startups are increasingly integrating AI, omnichannel tools, and hybrid operating models into their CX strategies. Around 63% of companies already use AI tools in support processes, and more than 48% integrate digital channels into a unified experience (hubspot.es/service-trends). These indicators confirm that technology adoption and operational flexibility are defining the direction of customer experience in 2025.

Methodology

This report has been developed using public data and sector research published between 2023 and 2025, with a specific focus on CX outsourcing in Spanish startups. Sources include the DBK Sector Observatory, publications from the CEX Association (asociacioncex.org), market studies from consulting firms, economic and business media, and industry surveys. All quantitative references are linked to traceable and verifiable sources.

The Minute Call research team cross-checked and consolidated the information to ensure reliability and provide a neutral, analytical perspective. Quantitative indicators are complemented by qualitative interpretation of trends in outsourcing adoption, cost structures, BPO operations, and the integration of AI in support environments.

CX Outsourcing in Startups: Growing Adoption

Customer service outsourcing is increasingly present in the early stages of company growth. In Spain, more than 50% of companies already outsource at least one business function, and an additional 18% plan to do so in the short term (grantthornton.es). What was once associated primarily with large corporations is now expanding into the startup ecosystem, where outsourcing is used as a lever to gain agility without increasing structural costs (virtualgroup.es).

Customer service is the most outsourced activity within the Spanish contact center sector, accounting for 62% of total operations (asociacioncex.org). This indicates that CX tends to be among the first areas selected when companies externalize processes.

The years following the pandemic accelerated this trend, as companies sought to reduce operating costs while adapting to new digital interaction channels. Demand for outsourced services grew significantly in 2023, a dynamic also reflected in technology startups, which value outsourcing as a way to stabilize operations during growth phases.

Operational Cost Savings

Cost efficiency remains one of the main drivers behind outsourcing decisions. Various studies estimate that delegating customer service to a specialized partner can reduce operating costs by 30% to 60% compared to maintaining in-house teams (outsourcing.com.co). In Spain, 44% of companies that outsource highlight cost savings as the primary benefit obtained (grantthornton.es).

Savings are not only associated with labor costs. Outsourcing also converts fixed costs into variable ones, allows companies to pay only for active service capacity, and reduces spending on infrastructure, supervision, and training. In addition, BPOs bring economies of scale and mature operating models that are difficult for small internal teams to replicate.

For startups, this financial flexibility is particularly relevant, since it frees resources for product development, acquisition, and technology, while maintaining service quality through specialized CX partners.

Onboarding Speed and Scalability

Agility is another decisive factor behind outsourcing. Building an in-house CX team requires recruitment, training, process definition, and technology implementation — often taking months before full operation. By contrast, BPO providers can launch functional teams within a typical window of 2 to 6 weeks, thanks to existing infrastructure and pre-trained operational structures.

Once deployed, scalability becomes one of the strongest advantages of outsourcing. In 2025, most providers offer elastic staffing models that allow teams to grow or contract within days in response to demand peaks (virtualgroup.es). A startup launching a campaign or product update can increase available capacity in 24–48 hours, avoiding long waiting times or service degradation.

Implementation processes generally include knowledge transfer, playbooks, FAQs, and controlled pilot phases to calibrate service quality before scaling.

Languages, Geography and Nearshore Dynamics

For Spanish startups, language and geography are key considerations when choosing a CX partner. Since most serve Spanish-speaking markets, nearshore Latin American hubs remain highly attractive due to cultural alignment and cost efficiency.

Colombia and Peru continue to be the primary destinations for Spanish-speaking support operations, accounting for around 90% of employees in foreign CX platforms used by Spanish companies (asociacioncex.org). At the same time, 72.5% of outsourcing initiatives still include teams fully or partially based in Spain, often for supervision or premium support layers.

Startups with international customers increasingly demand multilingual coverage — especially English and French — and Europe maintains a leading role in multilingual CX operations, representing 26% of the global contact center market (globalgrowthinsights.com).

Technology, AI and Operating Models

The integration of artificial intelligence and automation is now a central component of CX outsourcing strategies. Around 63.4% of companies report using AI tools — such as chatbots, automated ticket classification, or virtual assistants — and 81.3% report a positive impact on satisfaction and operational efficiency (hubspot.es/service-trends).

Gartner projections indicate that by 2025, up to 80% of customer interactions will be influenced or partially managed by AI-driven systems. For startups, this makes it possible to extend service coverage and reduce workload without linear increases in headcount.

Omnichannel support continues to expand, with more than 48% of organizations integrating multiple channels under unified platforms (globalgrowthinsights.com). Messaging and social channels already account for a significant share of CX interactions, coexisting with phone and email.

Hybrid and remote operating models have also matured. Around 62% of contact center providers support remote work dynamics, with hybrid formats showing lower absenteeism rates compared to fully in-person structures.

About the Report

The “State of CX Outsourcing in Spanish Startups (2025)” report was prepared by the Minute Call research team, a provider specialized in flexible customer service and hybrid CX operations for startups and high-growth companies.

The 2025 edition consolidates public data from sector organizations, consulting firms, professional associations, and technology providers, covering the period 2023–2025. All referenced figures are based on verifiable sources including AEERC, Zendesk, HubSpot, Gartner, DBK and Global Growth Insights.

The objective of this report is to provide founders, operators, and decision-makers with a structured overview of how CX outsourcing is evolving in the Spanish startup ecosystem, supporting informed choices about service models, investment priorities, and operational design.