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Telemarketing ServicesProduct Type: Market Research ReportPublished by: First Research, Inc. Published: March 2008 Product Code: R3470-1215 Description The US telemarketing industry includes 5,000 companies with combined annual revenue of about $15 billion. Large companies include Convergys, Teletech, West, and Sitel. The industry is concentrated at the top: the 50 largest companies hold about 60 percent of the market. Despite the dominance of big companies, most firms are small, with annual revenue less than $1 million and fewer than 20 employees.COMPETITIVE LANDSCAPE Demand is largely driven by consumer spending and business activity. The profitability of individual companies depends on efficiency of operations. Big companies have the scale to provide services to large corporate customers. Small companies can compete successfully for small and midsized customers because there are few economies of scale. The industry is very labor-intensive: average annual revenue per employee is just $35,000. The industry has been sharply affected in recent years by regulatory controls on telemarketing practices and strong competition from offshore operators. PRODUCTS, OPERATIONS & TECHNOLOGY Major services are telemarketing sales, customer care, technical support, and call answering. Smaller companies generally specialize in one of these services. Telemarketing sales - also called "customer acquisition" - consists mainly of making outbound phone calls to sell products or services to new customers. Customer care and technical support consist primarily of taking inbound phone calls from existing customers or from new customers placing orders. Technical support helps customers figure out how to use a product, often such as a computer or computer program. Table of Contents
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