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Customer Care Centers in the US - Industry Market Research Report

Publisher IBISWorld
Published Jul 13, 2025
Length 47 Pages
SKU # IBSS20291490

Description

Customer Care Centers in the US

While many businesses struggled to adapt to shifting landscapes amid the pandemic and volatile economic conditions, customer care centers handled things relatively well. With easily adaptable workplace setups, many centers transitioned to work-from-home offices with ease. As downstream businesses cut costs by reducing their workforce or saw employees leave for greener pastures, many outsourced services to customer care centers. Still, a sharp dip in revenue in 2019 resulted in customer care center revenue declining at a CAGR of 0.5% over the five years to 2023. The negative impact skews the reality of the situation, as revenue is expected to increased 1.9% in 2023 alone, reaching $11.9 billion.

Operators in the Customer Care Centers industry 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.

Table of Contents

47 Pages
TABLE OF CONTENTS

ABOUT THIS INDUSTRY

Industry Definition
Main Activities
Similar Industries
Additional Resources

INDUSTRY AT A GLANCE

INDUSTRY PERFORMANCE

Executive Summary
Key External Drivers
Current Performance
Industry Outlook
Industry Life Cycle

PRODUCTS & MARKETS

Supply Chain
Products & Services
Demand Determinants
Major Markets
International Trade
Business Locations

COMPETITIVE LANDSCAPE

Market Share Concentration
Key Success Factors
Cost Structure Benchmarks
Basis of Competition
Barriers to Entry
Industry Globalization

MAJOR COMPANIES

OPERATING CONDITIONS

Capital Intensity
Technology & Systems
Revenue Volatility
Regulation & Policy
Industry Assistance

KEY STATISTICS

Industry Data
Annual Change
Key Ratios

JARGON & GLOSSARY

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