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:

Industry Analysis, Statistics, Trends, and Forecasts

Financial Statements and Financial Ratios

Compensation and Salary Surveys

BV Guides and Databases

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:

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

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
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.

More industry research reports»

Financial Statements and Financial Ratios

BizMiner Industry Financial Ratios
Telephone Call Centers and Telemarketing Services
https://www.bizminer.com 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:

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

Sample financial ratio analysis can be viewed free online.

IBISWorld Research Reports
Industry Financial Ratios
(see links for individual reports)

Key statistics section of these reports provides detailed income statements and balance sheets on a common-size basis and an array of industry financial ratios, with the financial ratio data presented on an annual basis for the four most recent years for which data is available and on a historical average basis over three-year, five-year, and ten-year time periods. Sample report can be viewed free online.

More financial benchmarking data»

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.

More compensation surveys»

BV Guides and Databases

BVMarketData

» Search M&A databases with free "Visitor Search" to find private company sales transaction data.

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.

More valuation data»