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Telemarketing & Call Centers in the US - Industry Market Research Report


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Telemarketing & Call Centers in the US

The Telemarketing and Call Centers industry has experienced steady growth over the past five years as the US economy picked up traction. The domestic industry has largely been outsourcing operations to low-wage countries for a number of years, which has historically resulted in limited growth. In line with healthy growth, call centers have increasingly used technological advancements, including cloud-based systems, social media, voice recognition software and other broadband-enabled technology, to become more efficient. As technology becomes less costly and more accessible for industry operators, numerous new entrants have been enticed into the industry. Over the five years to 2021, the industry will likely benefit from rising corporate profit, which will enable clients to increase their use of the telemarketing industry to attract new business and handle customer relations.

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. Moreover, call centers provide phone-based services and assistance to customers of clients. Industry operators do not own the products or provide the services they represent.

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 West Corporation (US industry-specific operations) - financial performance
    • Table Convergys Corporation (US customer management segment) - 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
    • Table Industry Financial Ratios
  • Jargon & Glossary

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