Telemarketing & Call Centers in the US - Market Research Report (2014-2029)
New York, United States
Last Updated: April 2024
NAICS 56142Revenue
$32.1bn
Past 5-Year Growth
Profit
$X.Xbn
Employees
431k
Businesses
44,792
Wages
$XX.Xbn
Telemarketing & Call Centers in the US industry analysis
Telemarketers and call centers displayed some volatility during the current period. When COVID-19 hit, consumer spending and corporate profit dropped because of social distancing measures and lockdowns, hindering revenue growth. Despite these factors, call centers easily adjusted their operations so they could work completely remotely, causing their performance to be much better than other industries in 2020. When GDP soared as the country recovered from the pandemic, corporate profit, consumer spending, e-commerce sales and health expenditure expanded significantly. These developments all caused revenue to soar in 2021 and 2022. The industry's performance has recently turned south as high inflation and rising interest rates have reduced corporate profit. This has caused more businesses to offshore call centers, hindering revenue. Overall, revenue for telemarketing and call centers is anticipated to expand at a CAGR of 3.1% during the current period, reaching $32.1 billion in 2024. This includes a 2.8% rise in that year.
Trends and Insights
- Relative to similar industries, telemarketers and call centers dealt with modest setbacks amid the pandemic. Since many call center and telemarketing companies had at least partial remote setups before 2020, many could adapt quickly and with fewer hurdles than others.
- As more companies across the economy increase reliance on new and emerging technologies, the need for technical support services will rise. Companies that can efficiently train their staff to assist with such calls for their client base are poised for success.
- The concentration of telemarketers and call centers follows the US population distribution. Regions such as the Southeast and West, which contain much of the population, are home to most of the businesses.
- In a fragmented environment with many new players, call centers and telemarketers increasingly compete based on price. Those that can keep prices low will attract the greatest number of customers.
Industry Overview
Market size and recent performance (2014-2029)
Industry revenue has grown at a CAGR of 3.1 % over the past five years, to reach an estimated $32.1bn in 2024.
Trends and Insights
The industry's performance was mixed during COVID-19
- When the pandemic hit, state and local governments enforced temporary lockdowns and strict social distancing measures. Since most of the economy was shut down, households cut their spending.
- Additional trends and insights available with purchase
Source: IBISWorld
Industry outlook (2024-2029)
Market size is projected to grow over the next five years.
Trends and Insights
Stable economic growth will raise revenue for the industry
- Despite challenges related to high inflation, rising interest rates and recessionary fears, the US economy is expected to expand during the outlook period.
Biggest companies in the Telemarketing & Call Centers in the US
| Company | Market Share (%)
2024 | Revenue ($m)
2024 | Profit ($m)
2024 | Profit Margin (%)
2024 |
|---|---|---|---|---|
Td Synnex Corporation | 2,454.0 | 209.6 | 8.5 | |
Intrado Inc. | 2,078.7 | 119.2 | 5.7 | |
TTEC Services Corporation | 1,728.4 | 133.6 | 7.7 |
To view the market share and analysis for all 15 top companies in this industry, view purchase options.
Products & Services Segmentation
Source: IBISWorld
Industry revenue is measured across several distinct product and services lines, including Telemarketing , Customer service and Other. Telemarketing is the largest segment of the Telemarketing & Call Centers in the US.
Trends and Insights
Customer service is the primary function of the industry
- Customer services are handled through inbound calls and cover a range of customer-related inquiries, including basic questions such as hours of service and more complex questions related to billing and managing services. These services are the backbone of the industry, so they comprise more than two-thirds of revenue.
- More insights available in the full report
Widen you competitive advantage with related industries
Competitors
- Manufacturing in the US
- Finance and Insurance in the US
- Hotels & Motels in the US
Complementors
- Internet Service Providers in the US
International industries
- Telemarketing & Call Centres in Canada
- Call Centre Operation in Australia
- Call Centre Operation in New Zealand
- Call Centres in the UK
Table of Contents
About this industry
Industry definition
Companies in this industry provide telemarketing services on a contract or fee basis. Telemarketers use telephone or email to promote clients’ products or services, take orders, solicit contributions or provide information on behalf of clients. Call centers provide phone-based services and assistance to customers and clients.
What's included in this industry?
Providing customer care servicesProviding technical supportOffering telemarketing servicesProviding debt collection servicesProviding chat supportOffering response and overflow supportCompanies
Td Synnex CorporationIntrado Inc.TTEC Services CorporationPurchase this report to view all 15 major companies in this industry.
Related Terms
AGENTCROSS-SELLOFFSHORINGUP-SELLBUSINESS TO BUSINESS (B2B)INITIAL PUBLIC OFFERING (IPO)ROBOCALLHONEYPOTIndustry Code
NAICS 56142 - Telemarketing & Call Centers in the US
Performance
Get an indication of the industry's health through historical, current and forward-looking trends in the performance indicators that make or break businesses.
Analyst insights
Relative to similar industries, telemarketers and call centers dealt with modest setbacks amid the pandemic. Since many call center and telemarketing companies had at least p...
In this chapter (4)
- Current Performance
- Outlook
- Volatility
- Life Cycle
Key metrics
- Annual Revenue, Recent Growth, Forecast, Revenue Volatility
- Number of Employees, Recent Growth, Forecast, Employees per Business, Revenue per Employee
- Number of Businesses, Recent Growth, Forecast, Employees per Business, Revenue per Business
- Total Profit, Profit Margin, Profit per Business
Charts
- Revenue, including historical (2014-2023) and forecast (2024-2029)
- Employees, including historical (2014-2023) and forecast (2024-2029)
- Businesses, including historical (2014-2023) and forecast (2024-2029)
- Profit, including historical (2014-2024)
- Industry Volatility vs. Revenue Growth
- Industry Life Cycle
Detailed analysis
- Trends in supply, demand and current events that are driving current industry performance
- Expected trends, economic factors and ongoing events that drive the industry's outlook
- Key success factors for businesses to overcome volatility
- How contribution to GDP, industry saturation, innovation, consolidation, and technology and systems influence the industry's life cycle phase.
Products and Markets
Learn about an industry's products and services, markets and trends in international trade.
Analyst insight
As more companies across the economy increase reliance on new and emerging technologies, the need for technical support services will rise. Companies that can efficiently tra...
In this chapter
- Products & Services
- Major Markets
Key metrics
- Largest market segment and value in 2024
- Product innovation level
Charts
- Products & services segmentation in 2024
- Major market segmentation in 2024
Detailed analysis
- Trends impacting the recent performance of the industry's various segments
- Innovations in the industry's product or service offering, specialization or delivery method
- Key factors that successful businesses consider in their offerings
- Buying segments and key trends influencing demand for industry products and services
Geographic Breakdown
Discover where business activity is most concentrated in an industry and the factors driving these trends to find opportunities and conduct regional benchmarking.
Analyst insights
The concentration of telemarketers and call centers follows the US population distribution. Regions such as the Southeast and West, which contain much of the population, are ...
In this chapter (1)
- Business Locations
Charts
- Share of revenue, establishment, wages and employment in each state
- Share of population compared to establishments in each region in 2024
Tables
- Number and share of establishments in each state in 2024
- Number and share of revenue each state accounts for in 2024
- Number and share of wages each state accounts for in 2024
- Number and share of employees in each state in 2024
Detailed analysis
- Geographic spread of the industry across North America, and trends associated with changes in the business landscape
- Key success factors for businesses to use location to their advantage
Competitive Forces
Get data and insights on what's driving competition in an industry and the challenges industry operators and new entrants may face, with analysis built around Porter's Five Forces framework.
Analyst insights
In a fragmented environment with many new players, call centers and telemarketers increasingly compete based on price. Those that can keep prices low will attract the greates...
In this chapter (4)
- Concentration
- Barriers to Entry
- Substitutes
- Buyer & Supplier Analysis
Key metrics
- Industry concentration level
- Industry competition level and trend
- Barriers to entry level and trend
- Substitutes level and trend
- Buyer power level and trend
- Supplier power level and trend
Charts
- Market share concentration among the top 4 suppliers from 2019-2024
- Supply chain including upstream supplying industries and downstream buying industries, flow chart
Detailed analysis
- Factors impacting the industry’s level of concentration, such as business distribution, new entrants, or merger and acquisition activity.
- Key success factors for businesses to manage the competitive environment of the industry.
- Challenges that potential industry entrants face such as legal, start-up costs, differentiation, labor/capital intensity and capital expenses.
- Key success factors for potential entrants to overcome barriers to entry.
- Competitive threats from potential substitutes for the industry’s own products and services.
- Key success factors for how successful businesses can compete with substitutes.
- Advantages that buyers have to keep favorable purchasing conditions.
- Advantages that suppliers have to maintain favorable selling conditions.
- Key success factors for how businesses can navigate buyer and supplier power.
Companies
Learn about the performance of the top companies in the industry.
Analyst insights
There are many small- to medium-sized call centers and telemarketers. Many don't have a national reach, as they opt to serve a regional client base instead and focus on quali...
In this chapter
- Market Share Concentration
- Companies
- Company Spotlights
Charts
- Industry market share by company in 2020 through 2024
- Major companies in the industry, including market share, revenue, profit and profit margin in 2024
- Overview of Td Synnex Corporation's performance by revenue, market share and profit margin from 2018 through 2024
- Overview of Intrado Inc.'s performance by revenue, market share and profit margin from 2018 through 2024
- Overview of TTEC Services Corporation's performance by revenue, market share and profit margin from 2018 through 2024
- Overview of revenue, market share and profit margin trend for 12 additional companies
Detailed analysis
- Description and key data for Td Synnex Corporation, and factors influencing its performance in the industry
- Description and key data for Intrado Inc., and factors influencing its performance in the industry
- Description and key data for TTEC Services Corporation, and factors influencing its performance in the industry
- Description, key data and performance trends for 12 additional companies
External Environment
Understand the demographic, economic and regulatory factors that shape how businesses in an industry perform.
Analyst insights
Call centers and telemarketers must adhere to several high-profile regulations. These relate to restrictions on who to call, health insurance, debt collection and occupationa...
In this chapter
- External Drivers
- Regulation & Policy
- Assistance
Key metrics
- Regulation & policy level and trend
- Assistance level and trend
Charts
- Regulation & Policy historical data and forecast (2014-2029)
- Assistance historical data and forecast (2014-2029)
Detailed analysis
- Demographic and macroeconomic factors influencing the industry, including Regulation & Policy and Assistance
- Major types of regulations, regulatory bodies, industry standards or specific regulations impacting requirements for industry operators
- Key governmental and non-governmental groups or policies that may provide some relief for industry operators.
Financial Benchmarks
View average costs for industry operators and compare financial data against an industry's financial benchmarks over time.
Analyst insights
Wages have always represented the highest operational cost for telemarketers and call centers despite gains in automated technologies. Players that can mitigate labor costs w...
In this chapter
- Cost Structure
- Financial Ratios
- Key Ratios
Key metrics
- Profit margin, and how it compares to the sector-wide margin
- Average wages, and how it compares to the sector-wide average wage
- Largest cost component as a percentage of revenue
- Industry average ratios for days' receivables, industry coverage and debt-to-net-worth ratio
Charts
- Average industry operating costs as a share of revenue, including purchases, wages, depreciation, utilities, rent, other costs and profit in 2024
- Average sector operating costs as a share of revenue, including purchases, wages, depreciation, utilities, rent, other costs and profit in 2024
- Investment vs. share of economy
Data tables
- Industry Multiples (2017-2022)
- Industry Tax Structure (2017-2022)
- Income Statement (2017-2022)
- Balance Sheet (2017-2022)
- Liquidity Ratios (2017-2022)
- Coverage Ratios (2017-2022)
- Leverage Ratios (2017-2022)
- Operating Ratios (2017-2022)
- Cash Flow & Debt Service Ratios (2014-2029)
- Revenue per Employee (2014-2029)
- Revenue per Enterprise (2014-2029)
- Employees per Establishment (2014-2029)
- Employees per Enterprise (2014-2029)
- Average Wage (2014-2029)
- Wages/Revenue (2014-2029)
- Establishments per Enterprise (2014-2029)
- IVA/Revenue (2014-2029)
- Imports/Demand (2014-2029)
- Exports/Revenue (2014-2029)
Detailed analysis
- Trends in the cost component for industry operators and their impact on industry costs and profitability
Key Statistics
Industry Data
Data Tables
Including values and annual change:
- Revenue (2014-2029)
- IVA (2014-2029)
- Establishments (2014-2029)
- Enterprises (2014-2029)
- Employment (2014-2029)
- Exports (2014-2029)
- Imports (2014-2029)
- Wages (2014-2029)
Methodology
How are IBISWorld reports created?
IBISWorld has been a leading provider of trusted industry research for over 50 years to the most successful companies worldwide. With offices in Australia, the United States, the United Kingdom, Germany and China, we are proud to have local teams of analysts that conduct research, data analysis and forecasting to produce data-driven industry reports.
Our analysts start with official, verified and publicly available sources of data to build the most accurate picture of each industry. Analysts then leverage their expertise and knowledge of the local markets to synthesize trends into digestible content for IBISWorld readers. Finally, each report is reviewed by one of IBISWorld’s editors, who provide quality assurance to ensure accuracy and readability.
IBISWorld relies on human-verified data and human-written analysis to compile each standard industry report. We do not use generative AI tools to write insights, although members can choose to leverage AI-based tools within the platform to generate additional analysis formats.
What data sources do IBISWorld analysts use?
Each industry report incorporates data and research from government databases, industry-specific sources, industry contacts, and our own proprietary database of statistics and analysis to provide balanced, independent and accurate insights.
Key data sources in the US include:
- US Census Bureau
- US Bureau of Labor Statistics
- US International Trade Commission
Analysts also use industry specific sources to complement catch-all sources, although their perspective may focus on a particular organization or representative body, rather than a clear overview of all industry operations. However, when balanced against other perspectives, industry-specific sources provide insights into industry trends.
These sources include:
- Industry and trade associations
- Industry federations or regulators
- Major industry players annual or quarterly filings
Finally, IBISWorld’s global data scientists maintain a proprietary database of macroeconomic and demand drivers, which our analysts use to help inform industry data and trends. They also maintain a database of statistics and analysis on thousands of industries, which has been built over our more than 50-year history and offers comprehensive insights into long-term trends.
How does IBISWorld forecast its data?
IBISWorld’s analysts and data scientists use the sources above to create forecasts for our proprietary datasets and industry statistics. Depending on the dataset, they may use regression analysis, multivariate analysis, time-series analysis or exponential smoothing techniques to project future data for the industry or driver. Additionally, analysts will leverage their local knowledge of industry operating and regulatory conditions to impart their best judgment on the forecast model.
IBISWorld prides itself on being a trusted, independent source of data, with over 50 years of experience building and maintaining rich datasets and forecasting tools. We are proud to be the keystone source of industry information for thousands of companies across the world.
Learn more about our methodology and data sourcing on the Help Center.
Frequently Asked Questions
Unlock comprehensive answers and precise data upon purchase. View purchase options.
What is the market size of the Telemarketing & Call Centers in the US industry in United States in 2024?
The market size of the Telemarketing & Call Centers in the US industry in United States is $32.1bn in 2024.
How many businesses are there in the Telemarketing & Call Centers in the US industry in 2024?
There are 44,792 businesses in the Telemarketing & Call Centers in the US industry in United States, which has grown at a CAGR of 7.2 % between 2019 and 2024.
Has the Telemarketing & Call Centers in the US industry in United States grown or declined over the past 5 years?
The market size of the Telemarketing & Call Centers in the US industry in United States has been growing at a CAGR of 3.1 % between 2019 and 2024.
What is the forecast growth of the Telemarketing & Call Centers in the US industry in United States over the next 5 years?
Over the next five years, the Telemarketing & Call Centers in the US industry in United States is expected to grow.
What are the biggest companies in the Telemarketing & Call Centers in the US market in United States?
The biggest companies operating in the Telemarketing & Call Centers market in United States are Td Synnex Corporation, Intrado Inc. and TTEC Services Corporation
What does the Telemarketing & Call Centers in the US in United States include?
Providing customer care services and Providing technical support are part of the Telemarketing & Call Centers in the US industry.
Which companies have the highest market share in the Telemarketing & Call Centers in the US in United States?
The company holding the most market share in United States is Td Synnex Corporation.
How competitive is the Telemarketing & Call Centers in the US industry in United States?
The level of competition is high and increasing in the Telemarketing & Call Centers in the US industry in United States.
