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

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 gained speed. The domestic industry has largely trended toward offshoring operations to low-wage countries, which has historically resulted in limited growth. However, recent advancements in broadband technology have enabled call centers to hire employees that can work from home, effectively mitigating any cost differences between offshore and onshore work. Over the five years to 2023, the industry will likely benefit from rising corporate profit. However, continued use of offshoring and improved automation technology, in addition to growing market saturation, will limit the industry's growth over the long term.

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 (2018)
    • 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 (2018)
    • Table Major market segmentation (2018)
    • Table Business Locations 2018
    • Table Distribution of establishments vs. population
  • Competitive Landscape
    • Table Sector vs. Industry Costs
    • Table Barriers to Entry checklist
  • Major Companies
    • Table Major players (Market share)
    • Table Convergys Corporation (US industry-specific segment) - financial performance*
    • Table West Corporation (US industry-specific 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
    • Table Industry Financial Ratios
  • Jargon & Glossary

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