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2018 Market Analysis & Industry Outlook: Telemarketing & Call Centers

Overview: the U.S. Telemarketing & Call 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 & Call 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 & Call 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
Rent paid on business property
Charitable Contributions
Domestic production activities deduction
Compensation of officers
Salaries and wages
Employee benefit programs
Taxes and Licenses
Bad Debts
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 & Call 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 & Call 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 & Call 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 & Call Centers Industry Market Share [PREMIUM]

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

CompanyAddressRevenue Estimate

Innovation News

  • Great Healthworks trademarks "STATE OF THE HEART" - Hair care kits comprising non-medicated hair care preparations - 03/02/2018
  • 24/7 Customer trademarks "[24]7.AI" - Downloadable software in the nature of a mobile application for customer service and sales tasks; computer systems comprised of processors, personal computers and servers and software for automating customer service and sales tasks, and for integrating automated customer service and sales tasks with live agent assistance; computer systems comprised of processors, personal computers and servers and software for managing customer service and sales interactions delivered to consumers through computing and communications devices, including computers, tablets, phones and kiosks; computer systems comprised of processors, personal computers and servers and software for automating, managing and analyzing live agent interactions with customers over computer and phone networks; computer systems comprised of processors, personal computers and servers and software for the classification, navigation, search, retrieval, display and distribution of information in computer databases and over computer networks; computer systems comprised of processors, personal computers and servers and software for measuring and analyzing customer activity in automated interactions and agent-assisted interactions to predict and understand customer requests, preferences and interests; computer systems comprised of processors, personal computers and servers and software used to create and administer software for automating customer service and sales tasks - 03/02/2018
  • Liveops trademarks "LIVEOPS NATION" - Computer services - 02/16/2018
  • 24/7 Customer patents Method And Apparatus For Facilitating Voice User Interface Design - 10/19/2017
  • Showclix raises $2 million in funding. - 04/17/2014
  • Pegasus Research Group LLC Dba Televerde raises $3 million in funding. - 01/25/2011
  • Futuredonics raises $17 million in funding. - 06/11/2010

  • Top Innovators

    CompanyInnovation Score
    24/7 Customer113
    Teletech Services39
    Great Healthworks

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

    Latest Industry News

    • Shiawassee County shows off new central dispatch call center - Shiawassee County is opening its new central dispatch call center in the former Red Cross building, expanding the center's space by nearly 20 times. Shiawassee County is opening its new central dispatch call center in the former Red Cross building ... (01/10/2018)
    • C3 call center is adding 500 full-time jobs in Tucson - C3/CustomerContactChannels is adding 500 full-time jobs in Tucson. Hiring is underway for agents and supervisors to handle customer service calls for a new telecom client. “We are looking for candidates who truly enjoy interacting with other people and ... (01/10/2018)
    • Viiz Adds Over 50 New Positions at Anniston, AL Call Center - CALGARY, Alberta, Jan. 9, 2018 /PRNewswire/ -- viiz communications, a leader in voice and platform services for the telecommunications industry, is pleased to announce that after a successful launch of its call center in Anniston, Alabama it will be adding ... (01/09/2018)
    • 'You Can Go from 0-60' : An Inside Look At An Emergency Call Center - WINSTON SALEM, N.C.-- Even though freezing rain didn't hit the Triad hard Monday night, emergency crews prepared for the worst but hoped for the best. WFMY News 2 got an inside look at the Forsyth County Emergency Communications Center to see how they ... (01/09/2018)
    • 300 to be left jobless in March when call center shutters Danville facility - Melissa Rayborn just finished a month of training at Telvista and was on her third day on the floor when she found out the company was closing its Danville call-center location, leaving her and roughly 300 other employees out of a job. “I got hired on ... (01/06/2018)
    • Bots and AI continue their march toward call center obliteration - AI and chatbots still remain uncharted territory for a substantial segment of the Call Center industry. In 2018, businesses will continue their work to find the right balance between customized customer care and digital efficiency. In early 2017, I asked ... (01/05/2018)
    • 'There is no room for error': 911 call center workers share their emergency call experiences - WASHINGTON - At 5,000 calls a day, the Prince George’s County 911 call center is the third busiest in the country. “I have calls that still are with me,” said Myesha Fair, a 911 call taker. “That call stuck with me for a couple of weeks. That’s ... (01/03/2018)
    • Philippines bars U.S. firm call center from expanding after deadly fire - MANILA (Reuters) - The Philippines has barred a branch of an American call center firm from expanding in the country following a pre-Christmas fire that killed dozens of its employees, a senior government official said on Wednesday. Charito Plaza, director ... (01/03/2018)
    • Philippines shuts U.S. call center after deadly fire - Authorities in the Philippines suspend operations at an American-run call center and a shopping mall after a deadly blaze kills 37 workers. Investigators say the company failed to meet safety standards for five years in a row. (01/03/2018)
    • Feeling Call Center Burnout - Being a call center agent is not for the faint of heart, hence why the attrition rate is around 45 percent. Often times, agents are on the receiving end of frustrated and disgruntled callers, wanting an immediate solution. With the holidays having come and ... (12/28/2017)

    Government Contracts

    In 2016, the federal government spent a total of $787,492,874 on Telemarketing & Call Centers. It has awarded 545 contracts to 133 companies, with an average value of $5,920,999 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 & Call 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.

    Telephone Answering & Messaging Services
    Competing IndustrySales Relative to Telemarketing & Call CentersOpportunity/Threat
    Telephone Answering Services Competing industry
    Telemarketing Bureaus & Contact Centers Competing industry

    Sales from other industries of Telephone Answering & Messaging Services are less than those from Telemarketing & Call Centers. This may mean that other channels are a competitive risk of increasing their Telephone Answering & Messaging Services sales, taking market share from this industry.
    Telephone Answering & Messaging Services Product Sales Report

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

    Sales from other industries of Debt Recovery & Collection Services are less than those from Telemarketing & Call 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
    Individual Debt Collection Product Sales Report