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Call Centers and Telemarketing Services

SIC 7389 | NAICS 561420

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


Select from the following sections or scroll below to view available resources:

Industry Analysis, Statistics, Trends, and Forecasts

Financial Information and Financial Ratios

Compensation and Salary Surveys

Business Valuation Resources


For guides to other industries, see our index of over 400 industries.




Industry Analysis, Statistics, Trends, and Forecasts


Call Centers and Telemarketing Services  (view report)

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

  • Key statistics
  • Market size and characteristics
  • Current performance
  • Competitive landscape
  • Major companies
  • Key risk and success factors
  • Five-year growth forecast


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

Connections Magazine
http://www.connectionsmagazine.com/
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
http://www.answerstat.com/ / http://www.tastrader.com/
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
http://www.firstresearch.com
First Research profiles cover key aspects of an industry's size, scope, and operations, and include a five-year revenue growth forecast. Profiles are updated quarterly and include:
  • Industry overview
  • Recent developments
  • Critical issues and challenges
  • Business trends and opportunities
  • Executive insights
  • Financial benchmarking data
  • Five-year growth forecast


ContactBabel
Publications available from this organization include:

U.S. Contact Centers: The State of the Industry
http://www.contactbabel.com/
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
http://www.contactbabel.com/
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
http://www.strategyr.com/

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
http://www.bizminer.com  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
http://www.firstresearch.com

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.




Compensation Surveys


ContactBabel
U.S. Contact Center HR & Operational Benchmarking Report
http://www.contactbabel.com/

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
http://www.tmrecruiters.com/

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.


PayScale
Call Center
http://www.payscale.com/

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.




Business Valuation Resources


Peter DeHann Publishing, Inc.
Connections Magazine
http://www.connectionsmagazine.com/

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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