Phoning it in

Over the past five years, economic gloom and overseas outsourcing have hurt demand for US-based telemarketing firms, causing revenue to slow in line with low demand. Compounding this trend, increased outsourcing to international businesses and strict domestic regulations have also stung the market . Still, over the next five years, demand will improve, with high-value operators experiencing revenue growth.

This is the replacement for IBISWorld's January Telemarketing & Call Centers in the US

About this Market

This market research report from IBISWorld provides a in-depth overview of the Telemarketing & Call Centers in the US market, including future trends, key market drivers, market data, projections, competitive landscape including company shares and the major development facing the market .

Market Definition

Companies in this market 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 industry players never own the product or provide the service that they represent.

What Will You Find In This Report?

The About this Market chapter provides general information about the scope of the market such as an market definition and a list of the main activities of the market .

The Market at a Glance chapter provides a brief snapshot of the key figures of the market such as market size and projection growth rate.

The Market Performance chapter includes : Executive Summary, Key External Drivers, Current Performance, Market Future Trends and Market Status . The Executive Summary section is a brief summary of the overall chapter. The Key External Drivers section looks at the major factors outside the control of an individual business that determine the market 's performance. The Current Performance section provides analysis for the market over the past five years with key performance indicators discussed. The Market Future Trends section is a key analysis section of the report and outlines expectations for the key market indicators over the next five year period, including projections . The Market Status section provides a discussion of where the market is at in its life cycle and how that is affecting market performance.

The Products & Industries chapter includes : Supply Chain, Products & Services, Market Dynamics, Major Industries, International Trade and Business Locations. The Supply Chain section lists the key buying and key selling markets associated with this market . The Products & Services section lists the products and services the market provides including percentage breakdowns by key sector . The Market Dynamics section provides an analysis of the determinants behind the level of demand for the market 's products. The Major Industries section gives an analysis of the industry s for the market 's products and how these industry s may have changed over time. The International Trade section provides a discussion of the importance of trade to the market . The Business Locations section highlights where the market operates and why.

The Competitive Landscape chapter is a discussion of the characteristics of an average operator in the market and who controls the industry for the products of the market . It includes the following sections: Industry Share Concentration, Key Success Factors, Cost Analysis Benchmarks, Competitive Landscape, Barriers to Entry and Market Internationalization . The Industry Share Concentration section discusses the level of concentration of the market . The Key Success Factors section looks at the key internal factors that contribute to the success of an operator in the market . The Cost Analysis Benchmarks section discusses the average costs faced by operators in the market . The Competitive Landscape section is a discussion of the factors that can give a industry player in this market a competitive edge. The Barriers to Entry section looks at the factors preventing new industry players from entering the market . The Market Internationalization section provides an indication to which the market is affected by global operations and trends.

The Major Firms chapter analyses the industry players that have the most substantial influence on the market . Industry Share figures and a discussion of the major industry players operations within the market are given where possible.

The Operating Conditions chapter includes : Structural Risk Index, Investment Requirements, Technology & Systems, Industry Stability, Regulation & Policy, Industry Support and Tax Framework Issues. The Structural Risk Index section provides an indicator of the level of risk faced by operators in the market . The Investment Requirements section is an analysis of the level of capital investment required to operate in the market . The Technology & Systems section discusses the key technologies used by the market . The Industry Stability section looks at the level of in the market and the factors behind this volatility. The Regulation & Policy section looks in to the regulatory measures the market is subject to and the corresponding compliance burden faced by operators in the market . The Industry Support section discusses the level of assistance the market receives from Government. The Tax Framework Issues gives a comparison between the level of tax burden on this market compared to other markets and discusses market -specific taxation measures placed upon it.

The Major Market Data chapter provides the key figures for the market for at least the last 3 years . The market data included are market size, market value added (or gross product), locations, enterprises, labor market, trade figures, wages, domestic demand and any relevant market -specific data where appropriate. There is also a Historical Performance section that discusses the key past events that have determined market performance.


Table Of Contents

TABLE OF CONTENTS

ABOUT THIS INDUSTRY
Industry Definition
Main Activities
Similar Market
Additional Resources

INDUSTRY AT A GLANCE

8. INDUSTRY PERFORMANCE
Executive Summary
Key External Drivers
Current Performance
Industry Outlook
Industry Life Cycle

PRODUCTS and MARKETS
Supply Chain
Products and Services
Market Dynamics
Major Industries
International Trade
Business Locations

COMPETITIVE LANDSCAPE
Market Share Concentration
Key Success Factors
Cost Analysis Benchmarks
Competitive Landscape
Barriers to Entry
Industry Globalization

MAJOR COMPANIES

OPERATING CONDITIONS
Structural Risk Index
Investment Requirements
Technology and Systems
Industry Volatility
Regulation and Policy
Industry Support
Tax Framework Issues

2. KEY MARKET DATA
Industry Data
Annual Change
Key Ratios
Historical Performance

JARGON and GLOSSARY

MAJOR COMPANIES

West Corporation

Convergys Corporation

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