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

SIC 7389  |  NAICS 561420

The following 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


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 industry research 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
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.


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
https://www.bizminer.com

Market analysis report provides 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 Resources
For more industry research reports and other resources, see the following resource guide.

Financial Statements and Financial Ratios


BizMiner
Industry Financial Ratios
Telephone Call Centers and Telemarketing Services
https://www.bizminer.com  Search for "56142"
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 reports on a national and metropolitan area level are available free online.

IBISWorld
Call Centers & Telemarketing Services
(see links for individual reports)

Financial benchmarking section of this report provides an analysis of industry income and expenses as a percentage of revenue by major category (e.g., purchases, wages, depreciation, marketing, rent, utilities, other costs, and earnings before interest and taxes) for the most recent year and line graphs indicating trends for each category over the past five years. Sample report 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).


TeleManagement Search
Contact Center Telesales & Customer Service National Salary Guide
https://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, 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.



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.


BVMarketData
www.bvresources.com
Private company sales transaction data for over 800 industries.



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