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Customer Care Centers - Industry Market Research Report

Customer Care Centers

The Customer Care Services industry has experienced steady growth in the five years to 2016, as the US economy gradually expanded. Early growth during this five-year period was also driven by federal commitments and incentives. This trend has resulted in a short-term boost for the industry with several companies reshoring operations, and several new operators entering the market. Over the next five years, a large portion of industry operators will continue to offshore operations to emerging economies with lower labor costs. Nevertheless, new broadband technology will continue to increase the competitiveness of US operators, enabling them to attract a greater amount of new clients.

Industry operators answer inbound telephone calls regarding customer queries and tech support.

This report covers the scope, size, disposition and growth of the industry including the key sensitivities and success factors. Also included are five year industry forecasts, growth rates and an analysis of the industry key players and their market shares.


  • About this Industry
  • Industry at a Glance
    • Table Key Statistics Snapshot
    • Table Revenue vs. employment growth
    • Table Products and services segmentation (2016)
    • Table Industry Structure
  • Industry Performance
    • Table Corporate profit
    • Table Industry revenue
    • Table Life Cycle Stage
  • Products & Markets
    • Table KEY BUYING INDUSTRIES
    • Table KEY SELLING INDUSTRIES
    • Table Products and services segmentation (2016)
    • Table Major market segmentation (2016)
    • Table Business Locations 2016
    • Table Distribution of establishments vs. population
  • Competitive Landscape
    • Table Sector vs. Industry Costs
    • Table Barriers to Entry checklist
  • Major Companies
    • Table Major players
    • Table Convergys Corporation (US industry-relevant operations) - financial performance*
    • Table TeleTech Holdings Inc (US industry-relevant operations) - financial performance*
    • Table Teleperformance (US industry-relevant operations) - financial performance*
    • Table Sykes Enterprises Inc (US industry-relevant operations) - financial performance*
  • Operating Conditions
    • Table Capital intensity
    • Table Tools of the Trade: Growth Strategies for Success
    • Table Volatility vs Growth
  • Key Statistics
    • Table Industry Data
    • Table Annual Change
    • Table Key Ratios
  • Jargon & Glossary

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