Industry Statistics and Trends
Market size and recent performance (2016-2031)
Industry revenue has declined at a CAGR of 2.1 % over the past five years, to reach an estimated $28.5bn in 2026.
Trends and Insights
Recent shifts in macroeconomic conditions have enhanced revenue volatility for telemarketers and call centers
- While it appears that telemarketers' and call centers' revenue has fallen substantially since the beginning of the period, it has instead normalized from its pandemic-era peak in 2021. Looking at 2022 to 2026, rather than the typical five-year period, industry revenue grew at a CAGR of 0.04%. This modest growth reflects a return to more steady demand levels as pandemic-related call volumes subsided, indicating that the industry has stabilized rather than entered a prolonged decline. Nonetheless, more favorable macroeconomic conditions have helped the industry by supporting underlying consumer spending and business demand.
- Additional trends and insights available with purchase
Source: IBISWorld
Industry outlook (2026-2031)
Market size is projected to grow over the next five years.
Trends and Insights
AI is evolving from basic chatbots into agentic systems that will be able to independently resolve an increasing number of routine customer inquiries
- Over the next five years, conversational and generative AI systems are expected to take over most routine inquiries in US call centers and outbound telemarketing, transforming operations that once relied heavily on human labor. According to Cisco research, by 2028, agentic AI is projected to manage 68.0% of all customer service and support interactions for technology vendors. This support will help address basic questions before reaching human agents, allowing companies to streamline staffing and improve efficiency.
Biggest companies in the Telemarketing & Call Centers in the US
| Company | Market Share (%)
2026 | Revenue ($m)
2026 | Profit ($m)
2026 | Profit Margin (%)
2026 |
|---|---|---|---|---|
TTEC Services Corporation | 1,470.1 | 109.8 | 7.5 | |
HCL Technologies Limited | 856.2 | 169.2 | 19.8 | |
Qualfon Data Services Group LLC | 278.5 | 35.9 | 12.9 |
To view the market share and analysis for all 3 top companies in this industry, view purchase options.
Products & Services Segmentation
Source: IBISWorld
Industry revenue is measured across several distinct product and services lines, including Customer service, Telemarketing and Technical support. Customer service is the largest segment of the Telemarketing & Call Centers in the US.
Trends and Insights
Customer service is the primary function of the industry
- Customer services are handled through inbound calls and cover a range of customer inquiries, from basic questions about hours of service to more complex billing and service management. These services are the backbone of the industry and comprise more than two-thirds of providers' revenue.
- More insights available in the full report
Table of Contents
About this industry
Industry definition
Companies in this industry provide telemarketing services on a contract or fee basis. Telemarketers use the telephone, email, or online platforms to promote clients’ products or services, take orders, solicit contributions, or provide information on behalf of clients. Call centers provide phone-based and online customer support.
What's included in this industry?
Products and services covered in the Telemarketing & Call Centers industry in the United States include Providing customer care services, Providing technical support, Offering telemarketing services, Providing chat support and Offering response and overflow support.Companies
Companies covered in the Telemarketing & Call Centers industry in the United States include TTEC Services Corporation, HCL Technologies Limited and Qualfon Data Services Group LLC.Purchase this report to view all 3 major companies in this industry.
Related Terms
Related terms covered in the Telemarketing & Call Centers industry in the United States include agent, cross-sell, offshoring, up-sell, business to business (b2b), initial public offering (ipo), robocall and honeypot.Industry Code
NAICS 56142 - Telemarketing & Call Centers in the US
Performance
Get an indication of the industry's health through historical, current and forward-looking trends in the performance indicators that make or break businesses.
Analyst insights
The telemarketing and call centers industry faced revenue volatility largely because of macroeconomic shifts. The jump in consumer spending and corporate profit has benefited...
In this chapter (4)
- Current Performance
- Outlook
- Volatility
- Life Cycle
Key metrics
- Annual Revenue, Recent Growth, Forecast, Revenue Volatility
- Number of Employees, Recent Growth, Forecast, Employees per Business, Revenue per Employee
- Number of Businesses, Recent Growth, Forecast, Employees per Business, Revenue per Business
- Total Profit, Profit Margin, Profit per Business
Charts
- Revenue, including historical (2016-2025) and forecast (2026-2031)
- Employees, including historical (2016-2025) and forecast (2026-2031)
- Businesses, including historical (2016-2025) and forecast (2026-2031)
- Profit, including historical (2016-2026)
- Industry Volatility vs. Revenue Growth
- Industry Life Cycle
Detailed analysis
- Trends in supply, demand and current events that are driving current industry performance
- Expected trends, economic factors and ongoing events that drive the industry's outlook
- Key success factors for businesses to overcome volatility
- How contribution to GDP, industry saturation, innovation, consolidation, and technology and systems influence the industry's life cycle phase.
Products and Markets
Learn about an industry's products and services, markets and trends in international trade.
Analyst insight
Customer service is the backbone of the industry, making up nearly two-thirds of providers' revenue. Inbound calls handle everything from basic inquiries to complex service m...
In this chapter
- Products & Services
- Major Markets
Key metrics
- Largest market segment and value in 2026
- Product innovation level
Charts
- Products & services segmentation in 2026
- Major market segmentation in 2026
Detailed analysis
- Trends impacting the recent performance of the industry's various segments
- Innovations in the industry's product or service offering, specialization or delivery method
- Key factors that successful businesses consider in their offerings
- Buying segments and key trends influencing demand for industry products and services
Geographic Breakdown
Discover where business activity is most concentrated in an industry and the factors driving these trends to find opportunities and conduct regional benchmarking.
Analyst insights
The Southeast is the hotspot for call centers in the US, thanks to its large population. With states like Florida and Georgia booming in numbers, many companies are outsourci...
In this chapter (1)
- Business Locations
Charts
- Share of revenue, establishment, wages and employment in each state
- Share of population compared to establishments in each region in 2026
Tables
- Number and share of establishments in each state in 2026
- Number and share of revenue each state accounts for in 2026
- Number and share of wages each state accounts for in 2026
- Number and share of employees in each state in 2026
Detailed analysis
- Geographic spread of the industry across North America, and trends associated with changes in the business landscape
- Key success factors for businesses to use location to their advantage
Competitive Forces
Get data and insights on what's driving competition in an industry and the challenges industry operators and new entrants may face, with analysis built around Porter's Five Forces framework.
Analyst insights
In a fragmented environment with many new players, call centers and telemarketers primarily compete on price and differentiated services. Providers that can keep prices low a...
In this chapter (4)
- Concentration
- Barriers to Entry
- Substitutes
- Buyer & Supplier Analysis
Key metrics
- Industry concentration level
- Industry competition level and trend
- Barriers to entry level and trend
- Substitutes level and trend
- Buyer power level and trend
- Supplier power level and trend
Charts
- Market share concentration among the top 4 suppliers from 2021-2026
- Supply chain including upstream supplying industries and downstream buying industries, flow chart
Detailed analysis
- Factors impacting the industry’s level of concentration, such as business distribution, new entrants, or merger and acquisition activity.
- Key success factors for businesses to manage the competitive environment of the industry.
- Challenges that potential industry entrants face such as legal, start-up costs, differentiation, labor/capital intensity and capital expenses.
- Key success factors for potential entrants to overcome barriers to entry.
- Competitive threats from potential substitutes for the industry’s own products and services.
- Key success factors for how successful businesses can compete with substitutes.
- Advantages that buyers have to keep favorable purchasing conditions.
- Advantages that suppliers have to maintain favorable selling conditions.
- Key success factors for how businesses can navigate buyer and supplier power.
Companies
Learn about the performance of the top companies in the industry.
Analyst insights
There are many small- to medium-sized call centers and telemarketers. Many don't have a national reach, opting instead to serve a regional client base and focus on quality of...
In this chapter
- Market Share Concentration
- Companies
- Company Spotlights
Charts
- Industry market share by company in 2022 through 2026
- Major companies in the industry, including market share, revenue, profit and profit margin in 2026
- Overview of TTEC Services Corporation's performance by revenue, market share and profit margin from 2020 through 2026
- Overview of HCL Technologies Limited's performance by revenue, market share and profit margin from 2020 through 2026
- Overview of Qualfon Data Services Group LLC's performance by revenue, market share and profit margin from 2020 through 2026
Detailed analysis
- Description and key data for TTEC Services Corporation, and factors influencing its performance in the industry
- Description and key data for HCL Technologies Limited, and factors influencing its performance in the industry
- Description and key data for Qualfon Data Services Group LLC, and factors influencing its performance in the industry
External Environment
Understand the demographic, economic and regulatory factors that shape how businesses in an industry perform.
Analyst insights
Call centers and telemarketers must adhere to several high-profile regulations. These relate to restrictions on who can be called, health insurance, debt collection and occup...
In this chapter
- External Drivers
- Regulation & Policy
- Assistance
Key metrics
- Regulation & policy level and trend
- Assistance level and trend
Charts
- Regulation & Policy historical data and forecast (2016-2031)
- Assistance historical data and forecast (2016-2031)
Detailed analysis
- Demographic and macroeconomic factors influencing the industry, including Regulation & Policy and Assistance
- Major types of regulations, regulatory bodies, industry standards or specific regulations impacting requirements for industry operators
- Key governmental and non-governmental groups or policies that may provide some relief for industry operators.
Financial Benchmarks
View average costs for industry operators and compare financial data against an industry's financial benchmarks over time.
Analyst insights
AI is powering profit growth. AI tools like chatbots and automed routing are cutting total wage expenses without hurting service quality, allowing companies to keep profit st...
In this chapter
- Cost Structure
- Financial Ratios
- Key Ratios
Key metrics
- Profit margin, and how it compares to the sector-wide margin
- Average wages, and how it compares to the sector-wide average wage
- Largest cost component as a percentage of revenue
- Industry average ratios for days' receivables, industry coverage and debt-to-net-worth ratio
Charts
- Average industry operating costs as a share of revenue, including purchases, wages, depreciation, utilities, rent, other costs and profit in 2026
- Average sector operating costs as a share of revenue, including purchases, wages, depreciation, utilities, rent, other costs and profit in 2026
- Investment vs. share of economy
Data tables
- Industry Multiples (2019-2024)
- Industry Tax Structure (2019-2024)
- Income Statement (2019-2024)
- Balance Sheet (2019-2024)
- Liquidity Ratios (2019-2024)
- Coverage Ratios (2019-2024)
- Leverage Ratios (2019-2024)
- Operating Ratios (2019-2024)
- Cash Flow & Debt Service Ratios (2016-2031)
- Revenue per Employee (2016-2031)
- Revenue per Enterprise (2016-2031)
- Employees per Establishment (2016-2031)
- Employees per Enterprise (2016-2031)
- Average Wage (2016-2031)
- Wages/Revenue (2016-2031)
- Establishments per Enterprise (2016-2031)
- IVA/Revenue (2016-2031)
- Imports/Demand (2016-2031)
- Exports/Revenue (2016-2031)
Detailed analysis
- Trends in the cost component for industry operators and their impact on industry costs and profitability
Key Statistics
Industry Data
Data Tables
Including values and annual change:
- Revenue (2016-2031)
- IVA (2016-2031)
- Establishments (2016-2031)
- Enterprises (2016-2031)
- Employment (2016-2031)
- Exports (2016-2031)
- Imports (2016-2031)
- Wages (2016-2031)
Top Questions Answered
Unlock comprehensive answers and precise data upon purchase. View purchase options.
What is the market size of the Telemarketing & Call Centers industry in the United States in 2026?
The market size of the Telemarketing & Call Centers industry in the United States is $28.5bn in 2026.
How many businesses are there in the Telemarketing & Call Centers industry in the United States in 2026?
There are 45,130 businesses in the Telemarketing & Call Centers industry in the United States, which has grown at a CAGR of 2.9 % between 2021 and 2026.
How may import tariffs affect the Telemarketing & Call Centers industry in the United States?
The Telemarketing & Call Centers industry in the United States is unlikely to be materially impacted by import tariffs with imports accounting for a low share of industry revenue.
How may export tariffs affect the Telemarketing & Call Centers industry in the United States?
The Telemarketing & Call Centers industry in the United States is unlikely to be materially impacted by export tariffs with exports accounting for a low share of industry revenue.
Has the Telemarketing & Call Centers industry in the United States grown or declined over the past 5 years?
The market size of the Telemarketing & Call Centers industry in the United States has been declining at a CAGR of 2.1 % between 2021 and 2026.
What is the forecast growth of the Telemarketing & Call Centers industry in the United States over the next 5 years?
Over the next five years, the Telemarketing & Call Centers industry in the United States is expected to grow.
What are the biggest companies in the Telemarketing & Call Centers industry in the United States?
The biggest companies operating in the Telemarketing & Call Centers industry in the United States are TTEC Services Corporation, HCL Technologies Limited and Qualfon Data Services Group LLC
What does the Telemarketing & Call Centers industry in the United States include?
Providing customer care services and Providing technical support are part of the Telemarketing & Call Centers industry in the United States.
Which companies have the highest market share in the Telemarketing & Call Centers industry in the United States?
The company holding the most market share in the Telemarketing & Call Centers industry in the United States is TTEC Services Corporation.
How competitive is the Telemarketing & Call Centers industry in the United States?
The level of competition is high and increasing in the Telemarketing & Call Centers industry in the United States.
Methodology
How are IBISWorld reports created?
IBISWorld has been a leading provider of trusted industry research for over 50 years to the most successful companies worldwide. With offices in Australia, the United States, the United Kingdom, Germany and China, we are proud to have local teams of analysts that conduct research, data analysis and forecasting to produce data-driven industry reports.
Our analysts start with official, verified and publicly available sources of data to build the most accurate picture of each industry. Analysts then leverage their expertise and knowledge of the local markets to synthesize trends into digestible content for IBISWorld readers. Finally, each report is reviewed by one of IBISWorld’s editors, who provide quality assurance to ensure accuracy and readability.
IBISWorld relies on human-verified data and human-written analysis to compile each standard industry report. We do not use generative AI tools to write insights, although members can choose to leverage AI-based tools within the platform to generate additional analysis formats.
What data sources do IBISWorld analysts use?
Each industry report incorporates data and research from government databases, industry-specific sources, industry contacts, and our own proprietary database of statistics and analysis to provide balanced, independent and accurate insights.
Key data sources in the US include:
- US Census Bureau
- US Bureau of Labor Statistics
- US International Trade Commission
Analysts also use industry specific sources to complement catch-all sources, although their perspective may focus on a particular organization or representative body, rather than a clear overview of all industry operations. However, when balanced against other perspectives, industry-specific sources provide insights into industry trends.
These sources include:
- Industry and trade associations
- Industry federations or regulators
- Major industry players annual or quarterly filings
Finally, IBISWorld’s global data scientists maintain a proprietary database of macroeconomic and demand drivers, which our analysts use to help inform industry data and trends. They also maintain a database of statistics and analysis on thousands of industries, which has been built over our more than 50-year history and offers comprehensive insights into long-term trends.
How does IBISWorld forecast its data?
IBISWorld’s analysts and data scientists use the sources above to create forecasts for our proprietary datasets and industry statistics. Depending on the dataset, they may use regression analysis, multivariate analysis, time-series analysis or exponential smoothing techniques to project future data for the industry or driver. Additionally, analysts will leverage their local knowledge of industry operating and regulatory conditions to impart their best judgment on the forecast model.
IBISWorld prides itself on being a trusted, independent source of data, with over 50 years of experience building and maintaining rich datasets and forecasting tools. We are proud to be the keystone source of industry information for thousands of companies across the world.
Learn more about our methodology and data sourcing on the Help Center.
