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Customer Care Centers in the US Industry Data and Analysis
Customer care centers have been influenced by various short- and long-term factors. Recent years have seen significant revenue volatility for customer care centers because of changing economic conditions. The pandemic prompted widespread business shutdowns, dampening consumer spending and investment in customer care centers. However, rising e-commerce sales during lockdowns partially offset losses. As restrictions eased and spending rebounded, providers’ revenue soared in 2021, only to drop sharply in 2022 under the pressure of high inflation, prompting businesses to slash discretionary spending and bring services in-house. Recessionary fears because of high interest rates have kept demand subdued, although a late 2024 rate cut provided modest relief. Competition has intensified as more new and smaller providers enter the market, pushing prices and profit down, although mergers and acquisitions have let larger customer care centers expand market share. Automation has reduced labor costs, benefiting profitability, though this has been constrained by high inflation that has pushed up purchase expenses. Meanwhile, offshoring trends have continued despite legislative attempts to curb them. Overall, revenue for customer care centers in the US has inched downward at a CAGR of 0.2% over the past five years, reaching $11.6 billion in 2025. This includes a 1.6% rise in revenue in that year.
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What's included in this industry analysis
IBISWorld's research coverage on the Customer Care Centers industry in the United States includes market sizing, forecasting, data and analysis from 2015-2030. The most recent publication was released July 2025.
About this industry
What's this industry report about?
The Customer Care Centers industry in the United States operates under the NAICS industry code OD4878. Customer care centers are dedicated facilities where customer service representatives handle inquiries, complaints and provide support to customers. In the United States, these centers play an important role in maintaining customer satisfaction and loyalty across various industries, including retail, telecommunications, finance, healthcare and technology. Related terms covered in the Customer Care Centers industry in the United States include voice over internet protocol (voip), offshoring and robocall.
What's included in this industry?
Products and services covered in Customer Care Centers industry in the United States include Customer care and management services, Inbound customer complaints and Inbound technical support.
What companies are included in this industry?
Companies covered in the Customer Care Centers industry in the United States include Teleperformance S.A., Concentrix Corp and Foundever Group.
Performance
What's included in the Performance chapter?
The Performance chapter covers detailed analysis, datasets, detailed current performance, sources of volatility and an outlook with forecasts for the Customer Care Centers industry in the United States.
Questions answered in this chapter include what's driving current industry performance, what influences industry volatility, how do successful businesses overcome volatility, what's driving the industry outlook. This analysis is supported with data and statistics on industry revenues, costs, profits, businesses and employees.
Products & Markets
What's included in the Products and Markets chapter?
The Products and Markets chapter covers detailed products and service segmentation and analysis of major markets for the for the Customer Care Centers industry in the United States.
Questions answered in this chapter include how are the industry's products and services performing, what are innovations in industry products and services, what products or services do successful businesses offer and what's influencing demand from the industry's markets. This includes data and statistics on industry revenues by product and service segmentation and major markets.
Geographic Breakdown
What's included in the Geographic Breakdown chapter?
The Geographic Breakdown chapter covers detailed analysis and datasets on regional performance of the Customer Care Centers industry in the United States.
Questions answered in this chapter include where are industry businesses located and how do businesses use location to their advantage. This includes data and statistics on industry revenues by location.
Competitive Forces
What's included in the Competitive Forces chapter?
The Competitive Forces chapter covers the concentration, barriers to entry and supplier and buyer profiles in the Customer Care Centers industry in the United States. This includes data and statistics on industry market share concentration, barriers to entry, substitute products and buyer & supplier power.
Questions answered in this chapter include what impacts the industry's market share concentration, how do successful businesses handle concentration, what challenges do potential industry entrants face, how can potential entrants overcome barriers to entry, what are substitutes for industry services, how do successful businesses compete with substitutes and what power do buyers and suppliers have over the industry and how do successful businesses manage buyer & supplier power.
Companies
What's included in the Companies chapter?
The Companies chapter covers Key Takeaways, Market Share and Companies in the Customer Care Centers industry in the United States. This includes data and analysis on companies operating in the industry that hold a market share greater than 5%.
Questions answered in this chapter include what companies have a meaningful market share and how each company is performing.
External Environment
What's included in the External Environment chapter?
The External Environment chapter covers Key Takeaways, External Drivers, Regulation & Policy and Assistance in the Customer Care Centers industry in the United States. This includes data and statistics on factors impacting industry revenue such as economic indicators, regulation, policy and assistance programs.
Questions answered in this chapter include what demographic and macroeconomic factors impact the industry, what regulations impact the industry, what assistance is available to this industry.
Financial Benchmarks
What's included in the Financial Benchmarks chapter?
The Financial Benchmarks chapter covers Key Takeaways, Cost Structure, Financial Ratios, Valuation Multiples and Key Ratios in the Customer Care Centers industry in the United States. This includes financial data and statistics on industry performance including key cost inputs, profitability, key financial ratios and enterprise value multiples.
Questions answered in this chapter include what trends impact industry costs and how financial ratios have changed overtime.
Industry Data
What's included in the Industry Data chapter?
The Industry Data chapter includes 10 years of historical data with 5 years of forecast data covering statistics like revenue, industry value add, establishments, enterprises, employment and wages in the Customer Care Centers industry in the United States.
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Frequently Asked Questions
What is the market size of the Customer Care Centers industry in the United States in 2026?
The market size of the Customer Care Centers industry in the United States is $11.6bn in 2026.
How many businesses are there in the Customer Care Centers industry in the United States in 2025?
There are 32,633 businesses in the Customer Care Centers industry in the United States, which has grown at a CAGR of 5.7 % between 2020 and 2025.
How may import tariffs affect the Customer Care Centers industry in the United States?
The Customer Care Centers industry in the United States is unlikely to be materially impacted by import tariffs with imports accounting for a low share of industry revenue.
How may export tariffs affect the Customer Care Centers industry in the United States?
The Customer Care Centers industry in the United States is unlikely to be materially impacted by export tariffs with exports accounting for a low share of industry revenue.
Has the Customer Care Centers industry in the United States grown or declined over the past 5 years?
The market size of the Customer Care Centers industry in the United States has been declining at a CAGR of 0.2 % between 2020 and 2025.
What is the forecast growth of the Customer Care Centers industry in the United States over the next 5 years?
Over the next five years, the Customer Care Centers industry in the United States is expected to grow.
What are the biggest companies in the Customer Care Centers industry in the United States?
The biggest companies operating in the Customer Care Centers industry in the United States are Teleperformance S.A., Concentrix Corp and Foundever Group
What does the Customer Care Centers industry in the United States include?
Customer care and management services and Inbound customer complaints are part of the Customer Care Centers industry in the United States.
Which companies have the highest market share in the Customer Care Centers industry in the United States?
The company holding the most market share in the Customer Care Centers industry in the United States is Teleperformance S.A..
How competitive is the Customer Care Centers industry in the United States?
The level of competition is moderate and steady in the Customer Care Centers industry in the United States.
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