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 five years to 2019 as the US economy gained speed. The 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 2024, IBISWorld anticipates industry revenue to increase.
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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