Telemarketing & Call Centers in the US
Operators in the Telemarketing and Call Centers industry provide a variety of domestic and international clients with inbound call services such as technical support and customer assistance. They also provide outbound call services such as fundraising and debt collection. The industry has experienced steady growth over the past five years as the US economy gained speed. The US industry has largely trended toward offshoring operations to low-wage countries, which has historically resulted in limited growth. In line with healthy growth, call centers have increasingly used technological advancements, including cloud-based systems, 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 companies have entered the industry. Over the five years to 2023, IBISWorld anticipates that industry revenue will increase. During the five-year period, the industry will likely benefit from rising corporate profit, which will enable clients to increase their use of the Telemarketing and Call Centers industry to attract new business and outsource their 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.
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