IBISWorld Platform
Answer any industry question in minutes with our entire database at your fingertips.
Call Center Services in the US Procurement Price, Data and Insights
Call center services may include customer support, order management, sales, marketing, event recruitment, e-mail response, chat support, technical support and social media support. Suppliers provide a team that can handle inbound or outbound communication and create a customer relationship management program that is unique for each buyer. Common buyers include retailers, government agencies, and telecommunications and IT providers.
Access this data your way
The Call Center Services Procurement Price, Data and Insights is available in multiple formats to fit seamlessly into your workflow.
API Data Delivery
Feed trusted, human-driven industry intelligence straight into your platform.
Integrations
Streamline your workflow with IBISWorld’s intelligence built into your toolkit.
What’s included in this market coverage
IBISWorld's research coverage on the Call Center Services procurement and pricing environment in the United States includes market dynamics, buyer power scores, supply chain vendors with pricing trends and forecasts.
About this Market
What’s this procurement report about?
This procurement coverage of the Call Center Services market in the United States includes Customer Support Services, Sales Support Services, Telemarketing Services, Chat Support and Technical Support. Standard coding in this coverage includes ISIC-822-Activities of call centres, NACE-82.20-Activities Of Call Centres, NAICS-561420-Telephone call centres and UNSPSC-83111507-Call centre bureau services.
What common market terminology is included?
Common market terminology included in the Call Center Services procurement coverage includes Federal Communications Commission (FCC) (A government agency that regulates radio, wire, television, cable and satellite communication across the United States and in any US territories. The FCC promotes the investment and innovation of broadband technology and ensures technology is used correctly.), Inbound Services (Call center services that include, but are not limited to, telephone answering, customer assistance, technical support, order processing, toll-free number answering and inbound disaster recovery services. Such services typically focus more on the buyer's customer by providing them with a single point of contact, and the call center employees are usually knowledgeable of the buyer's product or service.), Interactive Voice Response (IVR) (A type of technology that enables a computer to communicate with a human using voice communication. The technology picks up the user's information through data entry in a keypad or through voice recognition.), National Association of Call Centers (NACC) (A non-profit group that provides research, information and products for call centers and advocates for the advancement of call centers.), New and Emerging Technologies 911 Improvement Act of 2008 (Enacted in 2008, a law that calls for the enhancement and promotion of public safety by ensuring the national Internet Protocol emergency network is up to date and accessible to citizens with disabilities.) and Outbound Services (Call center services that focus on outreach, including, but not limited to, survey distribution and processing, scheduled callbacks, lead generation and cold calling.).
What companies are included as top suppliers?
The top companies covered in the Call Center Services procurement report as suppliers are Intrado Inc., TaskUs, Inc., Sutherland Global Services Inc., Red Ventures, Llc and Global Response Llc.
Opportunity Assessment
What’s included in the Opportunity Assessment chapter?
The Opportunity Assessment chapter provides a comprehensive market analysis of the Call Center Services market in the United States category, including buyer power scoring, market pricing trends, vendor landscape, cost structure, and strategic negotiation levers.
The market pricing trends include the Market Price (2026) per minute, a five year price forecast and a supply chain risk score. Vendor coverage includes a market share and cost structure breakdown.
Analysis includes a comprehensive SWOT analysis of and recent developments impacting the Call Center Services market environment.
Buyer Power Score
What’s included in the Buyer Power Score chapter?
The Buyer Power Score chapter assesses key components impacting Call Center Services procurement including the recent price trend, forecast price trend, availability of substitutes, switching costs, product specialization, average vendor risk, market share concentration, supply chain risk, price driver volatility and recent price volatility.
These components generate a Buyer Power Score that ranges from -5 (strongly favoring sellers) to +5 (strongly favoring buyers) plus a recommended strategy for procurement specialists.
Price Environment
What’s included in the Price Environment chapter?
The Price Environment chapter covers detailed pricing analysis and datasets on Call Center Services market environment. This includes insights into market pricing Market Price (2026), price forecasts, volatility, specialization, substitutes and switching costs.
Datasets in the Price Environment chapter include vendor cost structure, breakdowns of wage rates by geography and specialty, key external economic and labor drivers impacting the market and market pricing models.
Supply Chain & Vendors
What’s included in the Supply Chain & Vendors chapter?
The Supply Chain & Vendors chapter covers the concentration, risk and diversity of the Call Center Services market. This includes datasets on the market’s top suppliers, detailed analysis on the key sourcing risks and supply chain dynamics, with environmental, social and governance (ESG) considerations and scores.
Business Requirements
What’s included in the Business Requirements chapter?
The Business Requirements chapter covers vendor relationships, qualifications, service level agreements and key performance indicators. These inputs provide insight into the planning process through the buying lead time, vendor relationship and vendor qualifications. The sourcing process include key RFP elements like an organizational overview, project budget, selection criteria, project schedule, proposal format, inventory control, cost containment, regulation, quality control, distribution and key contract clauses.
Trusted by industry professionals
More than 6,000 businesses use IBISWorld to shape local and global economies
We were able to supplement our reports with IBISWorld’s information from both a qualitative and quantitative standpoint. All of our reporting now features some level of IBISWorld integration.
IBISWorld delivers the crisp business knowledge we need to drive our business. Whether it be serving up our major clients, winning new business or educating on industry issues, IBISWorld brings real value.
IBISWorld has revolutionised business information — which has proved commercially invaluable to exporters, investors and public policy professionals in Australia and overseas.
When you’re able to speak to clients and be knowledgeable about what they do and the state that they operate in, they’re going to trust you a lot more.
Frequently Asked Questions
What is the current market price for Call Center Services?
The 2026 benchmark market price for Call Center Services is $1.12 per minute. Prices have increased at a CAGR of 1.85 from 2023-26.
Who are the top vendors in the Call Center Services market?
The top vendors in the Call Center Services market include Intrado Inc., TaskUs, Inc., Sutherland Global Services Inc., Red Ventures, Llc and Global Response Llc.
What industries supply the Call Center Services market?
The top industries supplying the Call Center Services market are Computer & Packaged Software Wholesaling in the US, Computer Manufacturing in the US, IT Consulting in the US, Communication Equipment Manufacturing in the US, VoIP in the US, Internet Service Providers in the US, Wired Telecommunications Carriers in the US and Telecommunication Networking Equipment Manufacturing in the US.
What is the supply chain risk for Call Center Services?
Low market share concentration enhances buyer leverage. The call center services market is fragmented, with numerous regional players competing alongside larger global providers. This low concentration reduces the likelihood of coordinated pricing behavior and increases competition for contracts, giving buyers stronger negotiating leverage. Organizations can take advantage of this dynamic by running competitive bids across multiple vendors and incorporating performance-based contracts to secure better pricing and service quality.
What factors affect the price of Call Center Services?
Training and onboarding in call center services affect pricing by determining the efficiency and effectiveness of staff in delivering customer support and handling various inquiries. For example, extensive training programs may increase initial costs due to higher investment in resources and time, but they can lead to improved customer satisfaction and reduced turnover rates, impacting long-term pricing strategies.
Cut through the noise with intelligence you can trust
