First Research US Industry Profile

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Telephone Call Centers
SIC Codes: 7389
NAICS Codes: 56142
Last Quarterly Update: 5/20/2019
Companies in this industry operate telephone call centers that provide telemarketing, customer care, and other outsourced business services on a contract basis. Major companies include Alorica, Conduent, Convergys, Sitel, and TeleTech (all based in the US), as well as Atento (Brazil), Teleperformance (France), and Transcom Worldwide (Luxembourg).
Global call center revenue was about $310 billion in 2016, according to JLL Research. The US, India, and the Philippines are leading sites for call center operations. Growth markets for the industry include countries such as Mexico, Cambodia, Vietnam, and Malaysia.
The US telephone call center industry includes about 5,100 establishments (single-location companies and units of multi-location companies) with combined annual revenue of about $22 billion.
Competitive Landscape
Demand is largely driven by consumer spending and business activity. The profitability of individual companies depends on efficiency of operations. Big companies have the scale to provide services to large corporate customers. Small companies can compete successfully for small and midsized customers, because there are few economies of scale. The US industry is concentrated: the top 50 companies account for about 55% of revenue.
Companies in the industry may lose business to potential customers that choose to conduct call center operations in house; they may also compete with business process outsourcing (BPO) and IT services companies. The industry has been sharply affected in recent years by regulatory controls on telemarketing practices and strong competition from offshore operators, though geopolitical uncertainty presents an opportunity for reshoring to the US.
Products, Operations & Technology
Major services are telemarketing sales, customer care, technical support, and call answering. Smaller companies generally specialize in one of these services. ... plus:
Sales & Marketing
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Finance & Regulation
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Regional & International Issues
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Human Resources
Also includes the following chapters:
Quarterly Industry Update
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Industry Indicators
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Business Challenges
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Trends and Opportunities
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Call Preparation Questions
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Financial Information
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Industry Forecast
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Industry Websites
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Glossary of Acronyms

Historical Profiles (PDF format)

02/18/2019
11/12/2018
08/13/2018
05/14/2018
02/12/2018
11/06/2017
08/07/2017
05/08/2017
02/06/2017
10/31/2016
08/01/2016
05/02/2016
02/01/2016
10/26/2015
07/20/2015
04/13/2015
01/19/2015
10/20/2014
07/28/2014
05/05/2014
02/10/2014
11/04/2013
08/12/2013
05/20/2013
02/25/2013
11/19/2012
08/27/2012
06/11/2012
03/19/2012
11/28/2011
08/29/2011
05/16/2011
02/14/2011
11/01/2010
08/09/2010
05/03/2010
02/01/2010