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Call Centers and Telemarketing Services

SIC 7389 | NAICS 561420

The following guide to market research and industry analysis provides sources for industry trends and statistics, financial ratios, salary surveys, and more.

For guides to other industries, see our index.

Industry Analysis, Trends, Statistics, and Forecasts

Call Centers & Telemarketing Services  (view report)
Customer Care Centers  (view report)

Comprehensive market research reports provide in-depth industry analysis and five-year forecasts, with special focus on the underlying structure and external forces and relationships that affect industries and their performance. Report contents include:

  • Market size and characteristics
  • Key statistics and ratios
  • Current performance
  • Operating conditions
  • Competitive landscape
  • Major companies
  • Five-year growth forecast

Peter DeHann Publishing, Inc.
Publications available from this organization include:

Connections Magazine
Bimonthly magazine features news and information for the call center industry, with topics covered in this publication including sales and marketing, customer relationship management (CRM), employee issues, equipment and technology, operations case studies, legal considerations, and hiring, training, and retaining employees. Articles from current and past issues of this publication are available online.

AnswerStat / TAS Trader /
Other resources available from this organization include AnswerStat, which is a bimonthly publication focused on healthcare contact centers and answering services, and TAS Trader, which is a monthly e-newsletter for the telephone answering services industry. Articles from current and prior issues of these publications are available online, with free e-subscriptions available with e-mail registration.

First Research
Telephone Call Centers

First Research profiles provide analysis, statistics, and forecasts for a wide range of industries, with content sections including industry overview, recent developments, issues and challenges, business trends and opportunities, leading companies, executive insights, financial benchmarking information, and 5-year revenue growth forecast. Profiles are updated monthly; sample report is available online.

Publications available from this organization include:

U.S. Contact Centers: The State of the Industry
Comprehensive report analyzes the size, shape, structure, and future of the U.S. call center industry, with topics covered in the report including market size and scope, geographic locations by state and division, employment by vertical market, inbound and outbound calling, virtual centers, multichannel customer contact, technology implementation, strategy and investment trends, and market forecasts.

U.S. Contact Center Decision-Makers Guide
Comprehensive annual study analyzes all aspects of the call center industry—including performance, operations, technology, and human resources—with relevant statistics segmented where possible by vertical market sector, center size based on number of agents, center type (e.g., inbound, outbound), and activities (e.g., sales, service, and mixed). Full report is available for download with registration.

GIA Research
Call Centers

Market research report provides in-depth analysis of the call center industry in the U.S. and selected other countries, with topics covered in the report including market trends and growth drivers, vertical end-use industries, strategic insights, and historical and forecast sales and select players profiled including Alliance Data Systems, Convergys Corp., Sykes Enterprises, Inc., and West Corporation.

Financial Benchmarking Data

Industry Financial Ratios
Telephone Call Centers and Telemarketing Services  Search for "56142"

Five-year financial statement analysis includes income statements, balance sheets, and key financial ratios, with data available by sales size range on a national, state, and metro area level.

  • Income and expense detail in dollars and percentages
  • Balance sheets in dollars and percentages
  • Cash flow analysis
  • Liquidity and working capital ratios
  • Profitability and return on investment ratios
  • Asset turnover and efficiency ratios
  • Capital structure and debt service ratios

First Research
Telephone Call Centers

Financial information section provides income statements, balance sheets, and financial ratios by company size based on annual revenue for companies that provide telemarketing sales, customer service, technical support, and telephone answering services on a contract basis, with major firms in this sector including Alorica, Inc., Convergys, Sitel Corp., TeleTech Holdings, and West Corp.

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Compensation Surveys

U.S. Contact Center HR & Operational Benchmarking Report

Compensation section of this report provides information on average and median salaries for new and experienced agents, team leaders and supervisors, and contact center managers and typical bonuses for service and sales agents, with salary data segmented by contact center size based on number of seats, vertical market served, center type (e.g., inbound, outbound), and activity (e.g., sales, service).

TeleManagement Search
Contact Center Telesales & Customer Service National Salary Guide

Annual salary survey provides compensation information for contact center telesales and customer service management professionals, with information provided for each job position including a brief summary job description and high, low, and average salary data for the business-to-consumer and business-to-business sectors. A complete list of positions included in the survey is available online.

Call Center

Free online service provides median salary and hourly wage rate data for job positions in this sector such as operations manager, team leader, supervisor, trainer, and customer service representative, with employers for which salary or hourly wage data is provided including Alorica, Inc., Xerox Corp., Convergys Corporation, Sitel Corporation, Teletech Holdings, Inc., and Teleperformance USA, Inc.

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Business Valuation Resources

Peter DeHann Publishing, Inc.
Connections Magazine

Magazine article archive covers various aspects of buying and selling a telephone answering service business, with transaction detail for sales transactions in which the author of these articles was the selling business broker available online at TAS Marketing Team in the historical sales data section.

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