Customer Care Centers in the US - Market Research Report (2014-2029)
New York, United States
Last Updated: May 2024
NAICS OD4878Revenue
$13.1bn
Past 5-Year Growth
Profit
$XXX.Xm
Employees
305k
Businesses
36,787
Wages
$X.Xbn
Customer Care Centers in the US industry analysis
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 a result, revenue inched upward in 2020. When the US economy recovered from COVID-19, corporate profit and consumer spending expanded, boosting downstream demand for the industry’s services and causing revenue to jump in 2021 and 2022. Rising interest rates induced recessionary fears, causing businesses to become more conservative in their spending, which hindered investment in the industry’s services. Offshoring has become more important in the past few years as companies have sought to reduce labor costs, presenting a major threat to call centers. Overall, revenue for customer care centers in the United States is anticipated to mount at a CAGR of 3.0% during the current period, reaching $13.1 billion in 2024. This includes a 1.4% rise in revenue in that year. Profit has moved in line with the industry’s performance, so customer care centers have become more profitable as revenue has expanded modestly.
Trends and Insights
- Customer care centers easily adapted to work-from-home setups. Although the pandemic disrupted operations for many businesses, the relatively simple office setups of many customer care centers enabled them to reverse negative revenue trends in 2020.
- Specializing in tech-related care is a safe bet. Tech companies receive a high volume of questions from customers, so even if they have internal services, many outsource at least a portion of their questions to customer care centers.
- The Southeast region is home to the highest share of customer care centers because of the region’s large population and relatively low rent costs. Florida is a hotbed for providers since many different types of businesses operate in the state.
- Internal competition is fierce. The most successful customer care centers tend to cater to specific verticals of markets, specializing in specific services. Others opt for a wide-range of services, but these tend to be the largest players.
Industry Overview
Market size and recent performance (2014-2029)
Industry revenue has grown at a CAGR of 3.0 % over the past five years, to reach an estimated $13.1bn in 2024.
Trends and Insights
COVID-19 rocked customer care centers
- When the pandemic hit, businesses were forced to shut down or significantly curtail their operations in accordance with social distancing regulations. This severely constrained consumer spending and corporate profit, giving businesses fewer funds to spend on customer care centers. As a result, demand for the industry's services dropped.
- Additional trends and insights available with purchase
Source: IBISWorld
Industry outlook (2024-2029)
Market size is projected to grow over the next five years.
Trends and Insights
Stable economic growth will benefit providers
- Despite current challenges related to high inflation, rising interest rates and recessionary fears, the US economy will perform well during the outlook period. As stable economic growth fosters higher consumer spending and corporate profit, downstream demand for customer care centers will rise, causing revenue to expand.
Biggest companies in the Customer Care Centers in the US
| Company | Market Share (%)
2024 | Revenue ($m)
2024 | Profit ($m)
2024 | Profit Margin (%)
2024 |
|---|---|---|---|---|
Td Synnex Corporation | 2,001.2 | 117.9 | 5.9 | |
Teleperformance S.A. | 752.4 | 62.5 | 8.3 | |
Alorica Inc. | 654.9 | 50.7 | 7.7 |
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 care and management services, Inbound customer complaints and Inbound technical support. Customer care and management services is the largest segment of the Customer Care Centers in the US.
Trends and Insights
Inbound calls are customer care centers' bread and butter
- Inbound calls are wide ranging in nature, but primarily concern customer complaints, technical support questions and generalized customer care and management services.
- More insights available in the full report
Widen you competitive advantage with related industries
Competitors
- Telemarketing & Call Centers in the US
- Wholesale Trade in the US
- Finance and Insurance in the US
Complementors
- Wireless Telecommunications Carriers in the US
- Wired Telecommunications Carriers in the US
- IT Consulting in the US
International industries
- Telemarketing & Call Centres in Canada
- Call Centre Operation in Australia
- Call Centre Operation in New Zealand
- Call Centres in the UK
Table of Contents
About this industry
Industry definition
Customer care centers are dedicated facilities where customer service representatives handle inquiries, complaints and provide support to customers. In the United States, these centers play an important role in maintaining customer satisfaction and loyalty across various industries, including retail, telecommunications, finance, healthcare and technology.
What's included in this industry?
Customer care and management servicesInbound customer complaintsInbound technical supportCross-selling, upselling and service renewalsOutbound debt, collections and payment inquiriesInformation requests for healthcare businessesCompanies
Td Synnex CorporationTeleperformance S.A.Alorica Inc.Purchase this report to view all 3 major companies in this industry.
Related Terms
VOICE OVER INTERNET PROTOCOL (VOIP)OFFSHORINGROBOCALLIndustry Code
NAICS 56142 - Customer Care 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
Customer care centers easily adapted to work-from-home setups. Although the pandemic disrupted operations for many businesses, the relatively simple office setups of many cus...
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 (2014-2023) and forecast (2024-2029)
- Employees, including historical (2014-2023) and forecast (2024-2029)
- Businesses, including historical (2014-2023) and forecast (2024-2029)
- Profit, including historical (2014-2024)
- 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
Specializing in tech-related care is a safe bet. Tech companies receive a high volume of questions from customers, so even if they have internal services, many outsource at l...
In this chapter
- Products & Services
- Major Markets
Key metrics
- Largest market segment and value in 2024
- Product innovation level
Charts
- Products & services segmentation in 2024
- Major market segmentation in 2024
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 region is home to the highest share of customer care centers because of the region’s large population and relatively low rent costs. Florida is a hotbed for pro...
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 2024
Tables
- Number and share of establishments in each state in 2024
- Number and share of revenue each state accounts for in 2024
- Number and share of wages each state accounts for in 2024
- Number and share of employees in each state in 2024
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
Internal competition is fierce. The most successful customer care centers tend to cater to specific verticals of markets, specializing in specific services. Others opt for 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 2019-2024
- 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
The average customer call center is relatively small, with few exceptions. Most call centers employ fewer than 50 full-time employees and rely on part-time workers. The large...
In this chapter
- Market Share Concentration
- Companies
- Company Spotlights
Charts
- Industry market share by company in 2020 through 2024
- Major companies in the industry, including market share, revenue, profit and profit margin in 2024
- Overview of Td Synnex Corporation's performance by revenue, market share and profit margin from 2018 through 2024
- Overview of Teleperformance S.A.'s performance by revenue, market share and profit margin from 2018 through 2024
- Overview of Alorica Inc.'s performance by revenue, market share and profit margin from 2018 through 2024
Detailed analysis
- Description and key data for Td Synnex Corporation, and factors influencing its performance in the industry
- Description and key data for Teleperformance S.A., and factors influencing its performance in the industry
- Description and key data for Alorica Inc., 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
Regulations are varied and mostly aimed at protecting consumers and workers. Still, many less reputable customer call centers neglect such policies, resulting in a continued ...
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 (2014-2029)
- Assistance historical data and forecast (2014-2029)
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
Profit is low and volatile. Returns are highly contingent on downstream business performance. If major markets are performing well, they may opt to open internal call centers...
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 2024
- Average sector operating costs as a share of revenue, including purchases, wages, depreciation, utilities, rent, other costs and profit in 2024
- Investment vs. share of economy
Data tables
- Industry Multiples (2017-2022)
- Industry Tax Structure (2017-2022)
- Income Statement (2017-2022)
- Balance Sheet (2017-2022)
- Liquidity Ratios (2017-2022)
- Coverage Ratios (2017-2022)
- Leverage Ratios (2017-2022)
- Operating Ratios (2017-2022)
- Cash Flow & Debt Service Ratios (2014-2029)
- Revenue per Employee (2014-2029)
- Revenue per Enterprise (2014-2029)
- Employees per Establishment (2014-2029)
- Employees per Enterprise (2014-2029)
- Average Wage (2014-2029)
- Wages/Revenue (2014-2029)
- Establishments per Enterprise (2014-2029)
- IVA/Revenue (2014-2029)
- Imports/Demand (2014-2029)
- Exports/Revenue (2014-2029)
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 (2014-2029)
- IVA (2014-2029)
- Establishments (2014-2029)
- Enterprises (2014-2029)
- Employment (2014-2029)
- Exports (2014-2029)
- Imports (2014-2029)
- Wages (2014-2029)
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.
Frequently Asked Questions
Unlock comprehensive answers and precise data upon purchase. View purchase options.
What is the market size of the Customer Care Centers in the US industry in United States in 2024?
The market size of the Customer Care Centers in the US industry in United States is $13.1bn in 2024.
How many businesses are there in the Customer Care Centers in the US industry in 2024?
There are 36,787 businesses in the Customer Care Centers in the US industry in United States, which has grown at a CAGR of 11.2 % between 2019 and 2024.
Has the Customer Care Centers in the US industry in United States grown or declined over the past 5 years?
The market size of the Customer Care Centers in the US industry in United States has been growing at a CAGR of 3.0 % between 2019 and 2024.
What is the forecast growth of the Customer Care Centers in the US industry in United States over the next 5 years?
Over the next five years, the Customer Care Centers in the US industry in United States is expected to grow.
What are the biggest companies in the Customer Care Centers in the US market in United States?
The biggest companies operating in the Customer Care Centers market in United States are Td Synnex Corporation, Teleperformance S.A. and Alorica Inc.
What does the Customer Care Centers in the US in United States include?
Customer care and management services and Inbound customer complaints are part of the Customer Care Centers in the US industry.
Which companies have the highest market share in the Customer Care Centers in the US in United States?
The company holding the most market share in United States is Td Synnex Corporation.
How competitive is the Customer Care Centers in the US industry in United States?
The level of competition is moderate and steady in the Customer Care Centers in the US industry in United States.
