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2018 Market Analysis & Industry Outlook: Telemarketing Bureaus & Contact Centers


Overview: the U.S. Telemarketing Bureaus & Contact Centers Industry

This section provides answers to key questions about the industry:

  1. What is the total market size (industry revenue)?
  2. What is the industry outlook?
  3. Market Analysis: Is the market growing or declining, and how quickly?
  4. Are long-term forecasts positive or negative?
  5. What is the average company size in the industry?
  6. How many companies are in the industry?


Market Size & Industry Statistics

The total U.S. industry market size for Telemarketing Bureaus & Contact Centers: Industry statistics cover all companies in the United States, both public and private, ranging in size from small businesses to market leaders. In addition to revenue, the industry market analysis shows information on employees, companies, and average firm size.

Investors, banks, and business executives use growth rates and industry trends to understand the market outlook and opportunity.

market size 2018
Charts and graphs can be copied to Microsoft Word and Powerpoint presentations.

Statistics 2012        2013        2014        2015        2016        2017
Market Size
(Total Sales/Revenue)


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Total Firms
Total Employees
Average Revenue Per Firm
Average Employees Per Firm
Statistics Source: U.S. Census, AnythingResearch Market Analysis



Market Forecast

Market forecasts show the long term industry outlook and future growth trends. The following five-year demand forecast projects both short-term and long-term trends.



market forecast

Forecast / Industry Outlook 2017 2018 2019 2020 2021 2022
Market Forecast ($ millions)
Projected Industry Growth Rate (%)
Source: AnythingResearch Economic Analysis

Product & Services Breakdown

Research products and services in the Telemarketing Bureaus & Contact Centers industry generating sales. Note that products are broken into categories with different levels of classification.

Product DescriptionNumber of Companies Sales ($ millions) Percent of Total Sales

Industry Total

Telemarketing Services

Outbound Telemarketing Services

Inbound Telemarketing Services

Telephone Answering And Messaging Services, Including Contact/Call Center Services

Fundraising Organization Services (On A Contract Or Fee Basis For Clients, Individuals, Or Organizations)

All Other Receipts

All Other Operating Receipts



U.S. Geographic Distribution: Revenue Statistics by State

Market Size by State ($ millions) indicates how the industry's competition is distributed throughout the country. State-level information can identify areas with higher and lower industry market share than average.

U.S. map by state

Income Statement (Average Financial Metrics)

Financial metrics provide a snapshot view of a benchmark "average" company. Key business metrics show revenue and operating costs. The data collected covers both public and private companies.

Industry AveragePercent of Sales
(Industry Benchmark)
Total Revenue

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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: AnythingResearch Analysis of U.S. federal statistics




Financial Ratio Analysis

Financial ratio information can be used to benchmark how a Telemarketing Bureaus & Contact Centers company compares to its peers. Accounting statistics are calculated from the industry-average for income statements and balance sheets.

Profitability & Valuation RatiosIndustry Average
Company valuation can be measured based on the firm's own performance, as well as in comparison against its industry competitors. These metrics show how the average company in the Telemarketing Bureaus & Contact Centers industry is performing.
Profit Margin
Gross Profit Margin, Operating Profit Margin, and Net Profit Margin. Show company earnings relative to revenues.
Return on Equity (ROE)
Return on Equity (ROE) is net income as a percentage of shareholders' equity. Shareholders' Equity is defined as the company's total assets minus total liabilities. ROE shows how much profits a company generates with the money shareholders invested (or with retained earnings).
Return on Assets (ROA)
Return on Assets (ROA) is net income relative to total assets. The market research on Telemarketing Bureaus & Contact Centers measures how efficiently the company leverages its assets to generate profit. ROA is calculated as Net Income divided by Total Assets.


Liquidity RatiosIndustry Average
Bankers and suppliers use liquidity to determine creditworthiness and identify potential threats to a company's financial viability.
Current Ratio
Measures a firm's ability to pay its debts over the next 12 months.
Quick Ratio (Acid Test)
Calculates liquid assets relative to liabilities, excluding inventories.


Efficiency Ratios - Key Performance IndicatorsIndustry Average
Measure how quickly products and services sell, and effectively collections policies are implemented.
Receivables Turnover Ratio
If this number is low in your business when compared to the industry average in the research report, it may mean your payment terms are too lenient or that you are not doing a good enough job on collections.
Average Collection Period
Based on the Receivables Turnover, this estimates the collection period in days. Calculated as 365 divided by the Receivables Turnover
Inventory Turnover
A low turnover rate may point to overstocking, obsolescence, or deficiencies in the product line or marketing effort.
Fixed-Asset Turnover
Generally, higher is better, since it indicates the business has less money tied up in fixed assets for each dollar of sales revenue.



Compensation & Salary Surveys for Employees

Compensation statistics provides an accurate assessment of industry-specific jobs and national salary averages. This information can be used to identify which positions are most common, and high, low, and average annual wages.

TitlePercent of WorkforceBottom Quartile Average (Median) SalaryUpper Quartile
Management Occupations 2%

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Chief Executives0%
General and Operations Managers1%
Sales and Related Occupations 31%
Other Sales and Related Workers 26%
Telemarketers 25%
Telemarketers 25%
Office and Administrative Support Occupations 58%
Information and Record Clerks 47%
Customer Service Representatives 45%
Customer Service Representatives 45%
Source: Bureau of Labor Statistics


Telemarketing Bureaus & Contact Centers Industry Market Share [PREMIUM]

Largest companies in the industry and related industries, with private company revenue estimates.

CompanyAddressRevenue Estimate









Innovation News

  • Startek trademarks "IDEAL VOICE" - Providing assistance and evaluation of selecting and hiring customer service agents - 02/17/2015




  • Top Innovators

    CompanyInnovation Score
    Startek6

    Additional companies, details and innovation scoring in the full report.

    Latest Industry News

    • How robo-call moguls outwitted the government and completely wrecked the Do Not Call list - Anyone curious or lonely enough to listen to one of Jones’ robo-calls, then press "1," would be directed to a call center, which often meant one ... an assistant director in the FTC’s consumer protection bureau. "It also allows you to set up shop ... (01/12/2018)
    • Philippines bars U.S. firm call center from expanding after deadly fire - “The agency focusing on fire is the Bureau of Fire. The local government will not release ... SSI employed 500 people at the Davao call center and since the fire said it would not comment until after investigations were concluded. NCCC has insisted ... (01/03/2018)
    • Philippines prohibits US firm call center from expanding after deadly fire - “The agency focusing on fire is the Bureau of Fire. The local government will not release ... SSI employed 500 people at the Davao call center and since the fire said it would not comment until after investigations were concluded. NCCC has insisted ... (01/03/2018)
    • Why Congress should get behind the bipartisan 'U.S. Call Center Worker and Consumer Protection Act' - Between the years 2006 and 2014, the U.S. lost more than 200,000 call center jobs, according to U.S. Bureau of Labor Statistics ... both make a strong case for the “U.S. Call Center Worker and Consumer Protection Act.” This bipartisan legislation ... (06/12/2017)
    • Osaka's multilanguage call center a boon for tourists - OSAKA--A multilanguage call center to help non-Japanese sightseers when they suddenly fall ill or are injured will be set up by the Osaka Convention and Tourism Bureau. The free 24-hour support center, which is to open in March, will also provide tourism ... (01/26/2017)
    • AT&T fined $25 million after call center employees stole customers’ data - AT&T told the FCC's Enforcement Bureau that it found that three employees of the call center had used login credentials improperly to steal names and the last four digits of social security numbers. When questioned, at least two of the employees told the ... (04/08/2015)
    • Call Center Management Featured Article - These days, efficient call center management is key in customer-facing industries ... and Immigration Services (USCIS), a Department of Homeland Security Department bureau. "Immigration services is commonly the first experience a potential new citizen ... (03/07/2013)
    • Bureau of Collection Recovery (BCR) Opens New 225 Seat Call Center - MINNEAPOLIS--(BUSINESS WIRE)--Bureau of Collection Recovery (BCR) announced today the opening of a new 225 seat call center in Willmar Minnesota. “The expansion allows BCR to meet its growing business. BCR Specializes in Telecom, Bank Card, Retail Credit ... (10/10/2008)
    • "BBB Is Useless" Says Cable Company Call Center Manager - If you have a hassle with a cable company and you want to escalate it to an outside agency, one cable company call center manager told The Consumerist to forget the BBB. His exact words were, “The Better Business Bureau is useless — Public Service ... (04/28/2008)


    Government Contracts

    In 2016, the federal government spent a total of $711,071,174 on Telemarketing Bureaus & Contact Centers. It has awarded 67 contracts to 20 companies, with an average value of $35,553,559 per company.   

    Top government vendors:

    CompanyFederal ContractsTotal Award Amount



    Growth Opportunities / Competitive Threats

    Companies in other industries may also sell similar products. Since there is an overlap in the customer base, there may be an opportunity for companies in Telemarketing Bureaus & Contact Centers to sell additional products/services offered by these adjacent industries. Alternatively, these industries may identify further products in this industry to target. Products most at risk are those with the highest profit margins and lowest barriers to entry.

    The following industries are competing channels for sales of similar products/services.

    Debt Recovery & Collection Services
    Competing IndustrySales Relative to Telemarketing Bureaus & Contact CentersOpportunity/Threat
    Collection Agencies
    Telemarketing & Call Centers
    Credit Bureaus Competing industry

    Sales from other industries of Debt Recovery & Collection Services are less than those from Telemarketing Bureaus & Contact Centers. This may mean that other channels are a competitive risk of increasing their Debt Recovery & Collection Services sales, taking market share from this industry.
    Debt Recovery & Collection Services Product Sales Report



    Individual Debt Collection
    Competing IndustrySales Relative to Telemarketing Bureaus & Contact CentersOpportunity/Threat
    Collection Agencies
    Telemarketing & Call Centers
    Credit Bureaus Competing industry

    Sales from other industries of Individual Debt Collection are less than those from Telemarketing Bureaus & Contact Centers. This may mean that other channels are a competitive risk of increasing their Individual Debt Collection sales, taking market share from this industry.
    Individual Debt Collection Product Sales Report



    Telephone Answering & Messaging Services
    Telephone Answering & Messaging Services Product Sales Report



    Segments classified within this market research report

    This industry market research report includes companies whose primary business is any of the following:
    Floral wire services (i.e., telemarketing services), Wire services (i.e., floral, Customer service call centers, Order-taking for clients over the internet, Telephone solicitation services on a contract or fee basis, Telephone call centers, Telemarketing services on a contract or fee basis, Telemarketing bureaus, etc.



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