Customer Care Centers in the US - Industry Market Research Report

Outbound call: Industry revenue has benefited from large companies expanding US operations

While many businesses struggled to adapt to shifting landscapes amid the pandemic and volatile economic conditions, customer care centers handled things relatively well. With easily adaptable workplace setups, many centers transitioned to work-from-home offices with ease. As downstream businesses cut costs by reducing their workforce or saw employees leave for greener pastures, many outsourced services to customer care centers. Still, a sharp dip in revenue in 2019 resulted in customer care center revenue declining at a CAGR of 0.5% over the five years to 2023. The negative impact skews the reality of the situation, as revenue is expected to increased 1.9% in 2023 alone, reaching $11.9 billion. Operators in the Customer Care Centers industry answer inbound telephone calls regarding customer queries and tech support. 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.