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Call center services industry in the U.S. - Statistics & Facts

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.

A survey of global contact center industry leaders carried out from November to December 2016 found that some 66 percent of their organizations were located in the U.S. The primary industry of the contact center leaders’ organizations was insurance providers, closely followed by banking and security services. In 2018, the state with the highest employment in call center industry was Texas, with over 288,000 employees. Florida ranked second with over 236,000 workers in the call center 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, 2019, the company generated approximately 21 billion U.S. dollars in revenue. Another major player in the industry is the U.S. company Convergys Corporation. In early 2014, the company announced its acquisition of Stream Global Services, in that year the revenue of the company increasing by around 800 million U.S. dollars over the previous fiscal year. In 2017, the company revenue decreased reaching around 2.8 billion U.S. dollars.

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Call centers in the U.S.

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