- Published: April 2014
- Region: Global
Telephone Call Centersin the US
- Published: February 2014
- 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 Convergys, Sitel, and West (all based in the US), as well as Infosys (India) and Teleperformance (France).
The global market for call center services accounts for about $150 billion in annual revenue. Increased outsourcing of business services could help expand the industry to more than $300 billion in annual revenue by 2018, according to Global Industry Analysts.
The US telephone call center industry includes about 4,200 companies with combined annual revenue of about $16 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 midsized customers because there are few economies of scale. The US industry is concentrated: the top 50 companies account for about 55 percent of revenue.
The industry has been sharply affected in recent years by regulatory controls on telemarketing practices and strong competition from offshore operators.
PRODUCTS, OPERATIONS & TECHNOLOGY
Major services are telemarketing sales, customer care, technical support, and call answering. Smaller companies generally specialize in one of these services. Telemarketing sales - also called customer acquisition - consists mainly of making outbound phone calls to sell products or services to new customers. Customer care and technical support consist... SHOW LESS READ MORE >
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Call Preparation Questions
Web Links and Acronyms