Telemarketing & Call Centers in the US - Industry Market Research Report

Call waiting: Growth in e-commerce will foster an increased need for industry services

Telemarketers and call centers were somewhat primed to weather the storm of the COVID-19 pandemic, particularly in terms of shelter-in-place and social distancing measures. While many call centers operate as physical locations, many of the services offered can be provided remotely. So as the pandemic forced other companies to shutter their doors, at least temporarily, call centers easily adjusted their operations to accommodate; some operated remotely even before the pandemic. However, call centers and telemarketers experienced a drastic revenue decline just before the pandemic in 2019. As a result, the industry's CAGR for the period is skewed at 0.9% to $30.8 billion in 2023. Companies in this industry provide telemarketing services on a contract or fee basis. Telemarketers use telephone or email to promote clients’ products or services, take orders, solicit contributions or provide information on behalf of clients. Call centers provide phone-based services and assistance to customers of clients. Industry operators do not own the products or provide the services they represent. This report covers the scope, size, disposition and growth of the industry including the key sensitivities and success factors. Also included are five year industry forecasts, growth rates and an analysis of the industry key players and their market shares.