Call centers are offices set up by companies for inbound or outbound telephone calls. Inbound call centers generally deal with customer service and facilitating such things as customer enquiries or complaints. Activity in outbound call centers usually includes such occupations as telemarketing, market research, and the seeking of charitable donations. Offices handling other forms of customer contact, such as email, social media, and letters, as well as telephone calls are often called contact centers.
United States still competing globally
The United States has remained a global competitor in the call center industry market in terms of employment and expansion. A survey regarding the
number of call centers opened in 2022 found a significant decrease in the United States and fell behind Latin America within this context on a global scale. The
primary industry of contact centers worldwide was financial services, closely followed by technology, media, and telecommunications. In 2022, the state with the
highest employment in telemarketing was Texas, with Florida ranked as second with almost 13,000 workers in the telemarketing industry.
A valuable global industry
India-based Tata Consultancy Services (TCS) is one of the leading call center service providers in the world. During their fiscal year ending March 31, 2023, the company generated approximately
27 billion U.S. dollars in revenue. Another major player in the industry is the U.S.-headquartered Genpact. In early 2021, the company announced its acquisition of Enquero, and in that year
the revenue of Genpact increased by around 400 million U.S. dollars compared to the previous fiscal year. Since 2006, the company revenue has increased annually, reaching around four billion U.S. dollars in 2022.
This text provides general information. Statista assumes no
liability for the information given being complete or correct.
Due to varying update cycles, statistics can display more up-to-date
data than referenced in the text.
