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Outbound calls: Demand for high-value operators will increase revenue, but offshoring will limit growth
Telemarketing & Call Centers in the US
The Telemarketing and Call Centers industry has experienced steady growth over the past five years as the US economy picked up traction. The domestic industry has largely been outsourcing operations to low-wage countries for a number of years, which has historically resulted in limited growth. In line with healthy growth, call centers have increasingly used technological advancements, including cloud-based systems, social media, voice recognition software and other broadband-enabled technology, to become more efficient. As technology becomes less costly and more accessible for industry operators, numerous new entrants have been enticed into the industry. Over the five years to 2021, the industry will likely benefit from rising corporate profit, which will enable clients to increase their use of the telemarketing industry to attract new business and handle customer relations.
Companies in this industry provide telemarketing services on a contract or fee basis. Telemarketers use telephone or email to promote clients’ products or services, take orders, solicit contributions or provide information on behalf of clients. Moreover, call centers provide phone-based services and assistance to customers of clients. Industry operators do not own the products or provide the services they represent.
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.
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