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Telephone Call Centers

  • ID: 1052376
  • May 2016
  • Region: United States
  • 10 pages
  • First Research
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Brief Excerpt from Industry Overview Chapter:

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, Convergys, Sitel, TeleTech, and West (all based in the US), as well as Atento (Brazil), Teleperformance (France), and Transcom Worldwide (Luxembourg).

Global call center revenue exceeds $300 billion per year, according to Everest Group. India and the Philippines are leading sites for call center operations. Eastern Europe is a growth region for the industry.

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 $18 billion.

Competitive Landscape

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 midsized customers because there are few economies of scale. The US industry READ MORE >

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Industry Overview
Quarterly Industry Update
Business Challenges
Business Trends
Industry Opportunities
Call Preparation Questions
Financial Information
Industry Forecast
Web Links and Acronyms

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Note: Product cover images may vary from those shown

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