To outsource your future, press 1Over the past five years, economic gloom and overseas outsourcing have hurt demand for US-based telemarketing companies, causing revenue to slow in line with low demand. Compounding this, increased outsourcing to international businesses as well as strict regulations domestically have stung the industry. Through 2015, the industry's current and potential clients are forecast to wait for sustained signs of recovery before extending contracts with third-party service providers. While IBISWorld expects overseas call center use to increase during the next five years, many of the high-value operations will remain in the domestic market. This is the replacement for IBISWorld's August 2010 edition of Telemarketing & Call Centers in the USAbout this IndustryThis Industry Market Research report from IBISWorld provides a detailed analysis of the Telemarketing & Call Centers in the US industry, including key growth trends, statistics, forecasts, the competitive environment including market shares and the key issues facing the industry.Industry DefinitionFirms in this industry answer telephone calls and relay messages to clients. They also provide telemarketing services on a contract or fee basis for others. Using the telephone, they may promote a client's products or services, take orders for clients, solicit contributions or provide information to clients. Telemarketing companies never own the product or provide the service that they represent.Report ContentsThe About this Industry chapter provides general information about the scope of the industry such as an industry definition and a list of the main activities of the industry.The Industry at a Glance chapter provides a brief snapshot of the key indicators of the industry such as industry revenue and forecast growth rate. The Industry Performance chapter covers the following: Executive Summary, Key External Drivers, Current Performance, Industry Outlook and Industry Life Cycle. The Executive Summary section is a brief summary of the overall chapter. The Key External Drivers section looks at the key factors outside the control of an individual business that determine the industry's performance. The Current Performance section provides analysis for the industry over the past five years with key performance indicators discussed. The Industry Outlook section is a key analysis section of the report and outlines expectations for the key industry indicators over the next five year period, including forecasts. The Industry Life Cycle section provides a discussion of where the industry is at in its life cycle and how that is affecting industry performance. The Products & Markets chapter covers the following: Supply Chain, Products & Services, Demand Determinants, Major Markets, International Trade and Business Locations. The Supply Chain section lists the key buying and key selling industries associated with this industry. The Products & Services section lists the products and services the industry provides including percentage breakdowns by key segment. The Demand Determinants section provides an analysis of the determinants behind the level of demand for the industry's products. The Major Markets section gives an analysis of the markets for the industry's products and how these markets may have changed over time. The International Trade section provides a discussion of the importance of trade to the industry. The Business Locations section highlights where the industry operates and why.The Competitive Landscape chapter is a discussion of the characteristics of an average operator in the industry and who controls the market for the products of the industry. It includes the following sections: Market Share Concentration, Key Success Factors, Cost Structure Benchmarks, Basis of Competition, Barriers to Entry and Industry Globalization. The Market Share Concentration section discusses the level of concentration of the industry. The Key Success Factors secti

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Telemarketing & Call Centers in the US - Industry Market Research
Report
Published on August 2010
Report Summary
To outsource your future, press 1
Over the past five years, economic gloom and overseas outsourcing have hurt demand for US-based telemarketing companies,
causing revenue to slow in line with low demand. Compounding this, increased outsourcing to international businesses as well as
strict regulations domestically have stung the industry. Through 2015, the industry's current and potential clients are forecast to wait
for sustained signs of recovery before extending contracts with third-party service providers. While IBISWorld expects overseas call
center use to increase during the next five years, many of the high-value operations will remain in the domestic market.
This is the replacement for IBISWorld's August 2010 edition of Telemarketing & Call Centers in the US
About this Industry
This Industry Market Research report from IBISWorld provides a detailed analysis of the Telemarketing & Call Centers in the US
industry, including key growth trends, statistics, forecasts, the competitive environment including market shares and the key issues
facing the industry.
Industry Definition
Firms in this industry answer telephone calls and relay messages to clients. They also provide telemarketing services on a contract or
fee basis for others. Using the telephone, they may promote a client's products or services, take orders for clients, solicit
contributions or provide information to clients. Telemarketing companies never own the product or provide the service that they
represent.
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Report Contents
The About this Industry chapter provides general information about the scope of the industry such as an industry definition and a list
of the main activities of the industry.
The Industry at a Glance chapter provides a brief snapshot of the key indicators of the industry such as industry revenue and forecast
growth rate.
The Industry Performance chapter covers the following: Executive Summary, Key External Drivers, Current Performance, Industry
Outlook and Industry Life Cycle. The Executive Summary section is a brief summary of the overall chapter. The Key External Drivers
section looks at the key factors outside the control of an individual business that determine the industry's performance. The Current
Performance section provides analysis for the industry over the past five years with key performance indicators discussed. The
Industry Outlook section is a key analysis section of the report and outlines expectations for the key industry indicators over the next
five year period, including forecasts. The Industry Life Cycle section provides a discussion of where the industry is at in its life cycle
and how that is affecting industry performance.
The Products & Markets chapter covers the following: Supply Chain, Products & Services, Demand Determinants, Major Markets,
International Trade and Business Locations. The Supply Chain section lists the key buying and key selling industries associated with
this industry. The Products & Services section lists the products and services the industry provides including percentage breakdowns
by key segment. The Demand Determinants section provides an analysis of the determinants behind the level of demand for the
industry's products. The Major Markets section gives an analysis of the markets for the industry's products and how these markets
may have changed over time. The International Trade section provides a discussion of the importance of trade to the industry. The
Business Locations section highlights where the industry operates and why.
The Competitive Landscape chapter is a discussion of the characteristics of an average operator in the industry and who controls the
market for the products of the industry. It includes the following sections: Market Share Concentration, Key Success Factors, Cost
Structure Benchmarks, Basis of Competition, Barriers to Entry and Industry Globalization. The Market Share Concentration section
discusses the level of concentration of the industry. The Key Success Factors section looks at the key internal factors that contribute
to the success of an operator in the industry. The Cost Structure Benchmarks section discusses the average costs faced by operators
in the industry. The Basis of Competition section is a discussion of the factors that can give a company in this industry a competitive
edge. The Barriers to Entry section looks at the factors preventing new companies from entering the industry. The Industry
Globalization section provides an indication to which the industry is affected by global operations and trends.
The Major Companies chapter analyses the companies that have the most substantial influence on the industry. Market Share figures
and a discussion of the major companies operations within the industry are given where possible.
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The Operating Conditions chapter covers the following: Structural Risk Index, Investment Requirements, Technology & Systems,
Industry Volatility, Regulation & Policy, Industry Assistance and Taxation Issues. The Structural Risk Index section provides an
indicator of the level of risk faced by operators in the industry. The Investment Requirements section is an analysis of the level of
capital investment required to operate in the industry. The Technology & Systems section discusses the key technologies used by
the industry. The Industry Volatility section looks at the level of in the industry and the factors behind this volatility. The Regulation &
Policy section looks in to the regulatory measures the industry is subject to and the corresponding compliance burden faced by
operators in the industry. The Industry Assistance section discusses the level of assistance the industry receives from Government.
The Taxation Issues gives a comparison between the level of tax burden on this industry compared to other industries and discusses
industry-specific taxation measures placed upon it.
The Key Statistics chapter provides the key indicators for the industry for at least the last three years. The statistics included are
industry revenue, industry value added (or gross product), establishments, enterprises, employment, exports, imports, wages,
domestic demand and any relevant industry-specific data where appropriate. There is also a Historical Performance section that
discusses the key past events that have determined industry performance.
Table of Content
TABLE OF CONTENTS
ABOUT THIS INDUSTRYIndustry DefinitionMain ActivitiesSimilar IndustriesAdditional Resources INDUSTRY AT A
GLANCEINDUSTRY PERFORMANCEExecutive SummaryKey External DriversCurrent PerformanceIndustry OutlookIndustry Life
Cycle PRODUCTS & MARKETSSupply ChainProducts & ServicesDemand DeterminantsMajor MarketsInternational Trade Business
Locations COMPETITIVE LANDSCAPEMarket Share ConcentrationKey Success FactorsCost Structure BenchmarksBasis of
CompetitionBarriers to EntryIndustry GlobalizationMAJOR COMPANIESOPERATING CONDITIONSStructural Risk IndexInvestment
RequirementsTechnology & SystemsIndustry VolatilityRegulation & PolicyIndustry AssistanceTaxation IssuesKEY
STATISTICSIndustry DataAnnual ChangeKey RatiosHistorical PerformanceJARGON & GLOSSARY
MAJOR COMPANIES
West Corporation
Convergys Corporation
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