Telemarketing Services
http://www.firstresearch.com
Profiles cover key aspects of an industry's size, scope, and operations, recent news and developments,
industry trends, risks, and opportunities, and include a five-year industry forecast. Profiles are
updated quarterly and include:
Direct Marketing Association
Telemarketing
http://www.the-dma.org/telemarketing/
Resource center providing links to industry information and statistics for the teleservices industry.
Available free online.
Connections Magazine
Future Trends
http://www.connectionsmagazine.com/articles/cat/30.html
Various articles addressing future trends regarding teleservice companies. Available free online.
American Teleservices Association
Teleservices Glossary
http://www.ataconnect.org/public/resourcecenter/research.php
Extensive glossary of call center business terminology. Available free online.
Telemarketing and Call Centers
http://www.ibisworld.com
Reports provide in-depth industry analysis and a five-year industry forecast, with special focus on
the underlying structure and external forces and relationships that affect an industry and its performance.
Report sections include:
Operations & Fulfillment
Call Center Survey
http://multichannelmerchant.com/research/operationsfulfillment/index.html
Study provides an in-depth look at the day-to-day operations in U.S. call centers.
International Customer Management Institute
Industry Research
http://www.icmi.com/Resources/Research.aspx
Extensive selection of publications, studies, and surveys dealing with call center management and
operations, with topics covered including key performance indicators and benchmarking measures, compensation
and staffing practices, technology trends, and more.
Industry Market Research Reports
http://www.marketresearch.com
In-depth business market research reports include information on market size and market segmentation;
marketing strategy; product and market forecasts; business trends, risks, and opportunities; key participant
profiles; market share data; and more. Summary abstract and detailed table of contents for each market
research report is accessible free online.
Industry Market Analysis Reports
http://www.bizminer.com
Industry statistics include industry sales and sales trends, market size and market share by sales
class, average company sales and sales per employee, staffing and employment trends, business start
up activity and failure rates, and other business statistics on a national, state, and metropolitan
area level. Sample market analysis reports can be viewed free online.
More Industry Research and Analysis
For more business research and analysis available from Standard & Poor's, Freedonia, Euromonitor,
Dun & Bradstreet, and other sources—including key business statistics, market research and analysis,
and business trends and forecasts for a wide range of industries, see
Industry Overview, Issues, Trends, and Outlook.
Industry Financial Ratios
http://www.bizminer.com
Five-year comparative financial statement analysis includes income statements with expense detail, balance sheets,
cash flow statements, and key business and financial ratios. Reports are available by sales size range,
and also in small business, sole proprietor, and business start up versions. Sample reports with detailed
financial ratio analysis can be viewed free online.
Operations & Fulfillment
Information resources available from this organization include:
Contact Center Benchmark Study
http://multichannelmerchant.com/research/operationsfulfillment/index.html
Study examines the various metrics and criteria that operations and fulfillment executives use
to evaluate their contact centers and performance, and includes data on the size and hours of
call centers, number of calls handled, productivity statistics, CSR compensation, outsourcing,
and more.
Call Center Survey
http://multichannelmerchant.com/research/operationsfulfillment/index.html
Study provides an in-depth look at the day-to-day operations in U.S. call centers.
Phone Works
CSO Insights Benchmarking Inside Sales & Telesales Performance
http://www.phoneworks.com/resources/resources.htm#benchmarks
Report looks at inside/telesales effectiveness across industries and more than 400 companies. Available
free online.
More Industry Financial Analysis
For more business financial information and analysis available from Integra Information, RMA Annual Financial Statement Studies, and other sources—including financial statements, financial ratios, and other key performance indicators and benchmarks for a wide range of industries, see Industry Financial Information and Financial Ratios.
Connections Magazine
White Papers
http://www.connectionsmagazine.com/papers/index.html
Various articles addressing operational issues regarding teleservice companies, including industry
salary surveys. Available free online.
Operations & Fulfillment
Salary Survey
http://multichannelmerchant.com/opsandfulfillment/contact_center_advisor/
Contact center salaries for key positions from the Call Center, Telesales and Customer Service National
Salary Guide by Telemanagement Search. Summary information available free online.
Telemanagement Search
Call Center, Telesales and Customer Service National Salary Guide
http://www.tmrecruiters.com/
Survey provides information on salaries for dozens of job functions, broken down by years of experience
and regional variations.
Phone Works
Inside Sales Compensation Report
http://www.phoneworks.com/resources/resources.htm#benchmarks
Quarterly compensation survey of inside sales professionals working in business-to-business technology
companies primarily in the San Francisco Bay Area.
ERI Economic Research Institute
Call Centers Salary Survey
http://salary-surveys.erieri.com/
Survey provides compensation data for executive, management, and hourly personnel on a national and
state level by company size. Complete listing of job positions included in the survey and sample pages
for selected positions are accessible free online.
Officer Compensation ExpenseSee "
BizMiner Industry Financial Ratios" above for report including this data.
Five-year comparative financial analysis details officer compensation expense in both dollars and as a percentage of sales. Available by sales size range, and also in small business, sole proprietor, and business start up versions. Sample financial reports can be viewed free online.
More Compensation and Salary Data
For more compensation and salary survey data available from ERI Economic Research Institute, PayScale, Salary.com, and other sources—including average salary, salary range, incentive compensation, and employee benefits information for a wide range of jobs and industries, see Compensation and Salary Surveys.
Connections Magazine
Buying & Selling Teleservice Companies
http://www.connectionsmagazine.com/articles/cat/06.html
Various articles addressing the purchase and sale of teleservice companies. Available free online.
BVMarketData
Private Company Sales Transactions Databases
Pratt's Stats® http://www.bvmarketdata.com/PSAdvSearch.asp
BIZCOMPS® http://www.bvmarketdata.com/BIZAdvSearch.asp
Free "Visitor Search" allows users to search thousands of private company sales transactions by SIC Code, NAICS Code, or business description for comparable business sale transaction data, including revenue, earnings, and EBITDA multiples. Data can be purchased as a single report or by subscription.
More Business Sale Transaction Data
For more business sale transaction data available from BizBuySell®, Done Deals, MergerStat, Public Stats™, and other sources for a wide range of industries, see Business Valuation Multiples and Merger & Acquisition Transaction Data.
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