Call Centers & Telemarketing Services – Industry Research, Analysis, Statistics, and Forecasts
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
Call Centers & Telemarketing Services (view report)
Customer Care Centers (view report)
- Market size and major product and service segments
- Key industry statistics, trends, and financial ratios
- Operating conditions and current performance
- Competitive landscape and environment
- Major company profiles and market shares
- Five-year outlook and growth forecasts
Peter DeHann Publishing, Inc.
Publications available from this organization include:
Connections Magazine
https://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
https://www.answerstat.com/ /
https://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.
ContactBabel
Publications available from this organization include:
U.S. Contact Centers: The State of the Industry
https://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
https://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
https://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.
BizMiner Market Analysis Reports
Telephone Call Centers and Telemarketing Services
https://www.bizminer.com 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.
Financial Statements and Financial Ratios
Telephone Call Centers and Telemarketing Services
- Income and expenses in dollars and percentages
- Balance sheets in dollars and percentages
- Profitability and return on investment ratios
- Liquidity and working capital ratios
- Asset turnover and efficiency ratios
- Capital structure and debt service ratios
Call Centers & Telemarketing Services
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.
Compensation and Salary Surveys
ContactBabel
U.S. Contact Center HR & Operational Benchmarking Report
https://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).
Mercer LLC
US Contact Center and Customer Service Compensation Survey
https://www.imercer.com/
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
https://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.
BV Guides and Databases
BVMarketData
Private Company Sales Transaction Databases
https://www.bvresources.com/
Peter DeHann Publishing, Inc.
Connections Magazine
https://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.
Catalog, Direct Mail, and TV Home Shopping
Direct Mail Marketing and Advertising Services
Document Preparation and Transcription Services
Executive Suites and Office Business Centers
Top
About | Contact | Privacy | Terms
© 2023 ValuationResources.Com