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Call Centers & Telemarketing Services – Industry Research, Analysis, Statistics, and Forecasts

SIC 7389  |  NAICS 561420

This free online guide to industry research and analysis provides sources for industry statistics, trends, and forecasts, financial ratios, salary surveys, and more.

See the following sections listed below to view available resources by category:

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

Industry Analysis, Statistics, Trends, and Forecasts

Industry Research Reports
Call Centers & Telemarketing Services  (view report)
Customer Care Centers  (view report)
Comprehensive industry 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. Topics addressed in the reports include:
Sample report and selected industry statistics including market size, five-year average growth rate, number of businesses, and total employment are available free online.

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.

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.

BizMiner Market Analysis Reports
Telephone Call Centers and Telemarketing Services  Search for "56142" to see available reports

Market analysis reports provide industry statistics for a user-defined area on a national, state, county, metro area, or zip code level, with data provided including number of companies, market volume and sales trends, average company sales, sales per employee, staffing and employment trends, average employee wage, and business start up activity and failure rates. Sample report can be viewed online.

More industry research reports »

Financial Statements and Financial Ratios

BizMiner Industry Financial Ratios
Telephone Call Centers and Telemarketing Services  Search for "56142" to see available reports
Five-year financial statement analysis reports provide income statements, balance sheets, and key industry financial ratios for companies of all sizes, with financial data available by sales size range on a national, state, and metropolitan area level including:
Sample financial statement and ratio analysis report is available free online.

Industry Research Reports
Call Centers & Telemarketing Services
(see links for individual reports)  (sample spreadsheet)

Key statistics section of these reports provides detailed income statements and balance sheets on a common-size basis and over twenty-five industry financial ratios, with financial ratios provided for the each of the four most recent calendar years and on a historical average basis for 3-year, 5-year, and 10-year time periods. Sample spreadsheet with breakdowns by asset size can be viewed free online.

More financial benchmarking data »

Compensation and Salary 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).

Mercer LLC
US Contact Center and Customer Service Compensation Survey

Annual survey provides detailed information on base pay, incentive, and total cash compensation for over 300 job positions, with survey results broken out by company size (e.g., revenue, employment), primary market served (e.g., financial/banking, healthcare, insurance, retail/consumer products), and geographic area (e.g., national, regional, metropolitan). Sample job report can be viewed free online.

PayScale, Inc.
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.

More compensation surveys »

BV Guides and Databases

Private Company Sales Transaction Databases
Free "Visitor Search" allows users to search the DealStats, BIZCOMPS, and FactSet/BVR databases for public and private company sales transactions by SIC or NAICS Code. These databases provide detailed information for sales transactions including sales price and terms, purchase price allocation, target financial data, and deal-derived valuation multiples. Sample reports can be viewed free online.

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.

More valuation data »

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