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    Telephone Call Centers Industry Profile

    Report Page Length: 10-12
    Last Quarterly Update: 4/5/2021
    SIC Codes: 7389
    NAICS Codes: 56142
    Chapters Include:
    Industry Overview Trends & Challenges Industry Forecast
    Quarterly Industry Update Call Prep Questions Website & Media Links
    Business Challenges Financial Information Glossary & Acronyms
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    Excerpt from Telephone Call Centers Industry Profile

    Companies in this industry operate telephone call centers that provide telemarketing, customer care, and other outsourced business services on a contract basis. Major companies include Alorica, Conduent, Concentrix, Sitel, and TeleTech (all based in the US), as well as Atento (Spain), Teleperformance (France), and Transcom Worldwide (Luxembourg).

    Even with the COVID-19 pandemic, the global call center revenue is estimated to reach $340 million in 2020. By 2027, it is expected that the global call center revenue will reach more than $490 billion by 2027 with a compound annual growth rate (CAGR) of 5.6%, according to ReportLinker. Growth markets for the industry include countries such as Mexico, Cambodia, Vietnam, and Malaysia.

    The US telephone call center industry includes about 5,300 establishments (single-location companies and units of multi-location companies) with combined annual revenue of about $22 billion.


    Demand is largely driven by consumer spending and business activity. The profitability of individual companies depends on efficiency of operations. Big companies have the scale to provide services to large corporate customers. Small companies can compete successfully for small and mid-sized customers, because there are few economies of scale. The US industry is concentrated: the top 50 companies account for about 55% of revenue.

    Companies in the industry may lose business to potential customers that choose to conduct call center operations in house; they may also compete with business process outsourcing (BPO) and IT services ...

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