Telemarketing and Call Centers Industry Research - 2010 Statistics Market Size, Trends and Financial Benchmarks

Research Contents

Overview:
This report contains details on the Telemarketing and Call Centers industry, including total U.S. market size, average financials for companies in the Telemarketing and Call Centers industry, and additional detail used for strategic planning and investment purposes.


Source: Analysis of US Census data
Charts and graphs can be copied to Microsoft Word and Powerpoint presentations.

Income Statement (Average Financial Metrics) - Telemarketing and Call Centers

Financial metrics provide a snapshot view of an "average" company in the Telemarketing and Call Centers industry. Key business metrics show revenue and operating costs. The data collected is industry-wide, covering both public and private companies in the industry.

	Industry Average	Percent of Sales
Total Revenue	AVAILABLE Included in Report Order at top of page
Operating Revenue
Cost of Goods Sold
Gross Profit
Operating Expenses
Pension, profit sharing plans, stock, annuity
Repairs
Rent paid on business property
Charitable Contributions
Depletion
Domestic production activities deduction
Advertising
Compensation of officers
Salaries and wages
Employee benefit programs
Taxes and Licenses
Bad Debts
Depreciation
Amortization
Other Operating Expenses
Total Operating Expenses
Operating Income
Non-Operating Income
EBIT (Earnings Before Interest and Taxes)
Interest Expense
Earnings Before Taxes
Income Tax
Net Profit

Source: Analysis of U.S. federal statistics

Geographic Distribution

The concentration of employees by states indicates how the industry (companies and workforce) is distributed throughout the country.


Move mouse over states to see employment numbers
Note: Round numbers are estimates. Precise numbers are actuals.

Compensation & Salary Surveys for Employees Working in Telemarketing and Call Centers

Compensation statistics provides an accurate assessment of jobs in the Telemarketing and Call Centers industry and national salary averages. This information can be used to asses which positions are most common, and high, low, and average annual wages.

Title	Percent of Workforce	Bottom Quartile	Average (Median) Salary	Upper Quartile
Management occupations	4%
Chief executives	0%
General and operations managers	2%
Sales and related occupations	26%
Telemarketers	19%
Office and administrative support occupations	57%
Bill and account collectors	13%
Customer service representatives	19%

Source: Bureau of Labor Statistics

Government Contracts Related to Telemarketing and Call Centers

In 2008, the federal government spent a total of $105,313,857 on Telemarketing and Call Centers. It has awarded 1,332 contracts to 169 companies, with an average value of $623,159 per company.   

Recent News about Telemarketing and Call Centers

• Research and Markets: An Essential Report on the Latin America Contact Center Applications Market: DUBLIN----Research and Markets has announced the addition of Frost & Sullivan's new report "Latin America Contact Center Applications Market" to their offering.
• New call center company looking at space in Ray mall: The Ray City Commission heard Monday how they might play a role in bringing a new call center to town. MTI, a telemarketing company with several call centers already operating in the state, has been working with the Ray Community Development Corporation to possibly open a call center in the Ray Mall, in the location recently vacated by Medical Arts Press.
• LINA Korea Selects IBM to Build New Telemarketing System for Future Business Growth: IBM today announced a services agreement with LINA Korea, a Korean subsidiary of CIGNA , in which IBM will develop a new technology platform and system for the leading insurance telemarketing business in Korea.
• Five9 Receives 2009 Product of the Year Award Presented by Customer Interaction Solutions® Magazine: PLEASANTON, Calif.----Five9 announced today that its Cloud Computing Platform for Call Centers has received a 2009 Product of the Year Award from Technology Marketing Corporation’s Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982.
• TradeSeam Opens for Small Business with $6 Recession Busters: TradeSeam opens for business with the launch of its pay as you go solution enabling small businesses to buy qualified sales leads to grow their business. (PRWeb Feb 2, 2010) Read the full story at http://www.prweb.com/releases/2010/02/prweb3521214.htm
• TradeSeam Opens for Small Business with $6 Recession Busters: TradeSeam opens for business with the launch of its pay as you go solution enabling small businesses to buy qualified sales leads to grow their business.
• ID Watchdog Announces Marketing Partnership with Amacore Group, Inc.: DENVER----ID Watchdog, Inc. , provider of the most comprehensive identity theft protection and resolution services in the market today, announced a multi-faceted marketing agreement with the Amacore Group, Inc. .
• Get Your Service Business Off the Ground: Even if your product doesn't exist yet, you still have to find ways to sell it.
• 450 to lose jobs in March when West Corp. call center in Hampton closes: HAMPTON — About 450 workers will lose their jobs by the end of March when telemarketing and communications services company West Corp. shutters its Hampton call center, the company said Thursday.
• J.C. Penney to close call center, 252 layoffs: CHESTERFIELD, VA (WWBT) - J.C. Penney deals a blow to Chesterfield with a decision to close its longstanding catalog center. More than 250 employees will soon be laid off.
• Undercover probe finds telemarketers lied while soliciting donations for CNY charities: Dick Blume/The Post Standard, file photo, 2009ÂÂÂ� State Attorney General Andrew Cuomo, shown in a file photo, announced on Wednesday his office sued four telemarketing companies, accusing them of using deceptive practices to solicit for contributions to charities.
• PhilippinesCallCenter.net: A Bpo Offering 2-Day Free Trial: PhilippinesCallCenter.net states that Global organizations have always chosen outsourcing call center services to Philippines, when compared to outsourcing to China, Philippines, Malaysia and other Asian countries.
• Business briefs 11-21-08: Hyannis Country Gardens, 380 West Main St., will hold a holiday open house on Nov. 21 from 5 to 8 p.m. Activities include cider and wine tastings, roasting marshmallows, a craft fair, music, demonstration stations, and children’s events, all free and open to the public.
• HRS to Extend Call Center Services to Small Businesses: Outsourcing and telemarketing services provider Hit Rate Solutions is increasing to marketing efforts towards small companies. The company sees growth opportunities from businesses that have been resistant to resume hiring.
• Warranty woes take toll: Auto dealers struggling with sluggish sales are facing a new challenge in a difficult market, and some are blaming direct-marketing companies — many based in the St. Louis area — that industry leaders accuse of poisoning consumers' attitudes about extended auto-service contracts.

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