Procurement Market Intelligence Report
Telephone Support Services
Sourcing Guide & Market Intelligence
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Telephone Support Services Global Overview
Definition
Summary
Telephone support services offer over-the-phone customer service. Telephone support services are used by a wide variety of downstream markets, including manufacturers, commercial banks, and insurance providers. Typically, buyers outsource telephone support services to handle troubleshooting, assist in product returns, or gather feedback.
This Report Includes:
- Customer Service Support
- Technical Support
Not in this Report:
- Call Forwarding Services
- Telemarketing Services
Global Telephone Support Services Procurement Trends
Discover the top international trends affecting procurement in the global Telephone Support Services market.
Warning Trends
Russian invasion of Ukraine is putting additional strain on US chip supply
- Until recently, the United States sourced nearly all of its neon gas (an essential material in the laser imprinting process to produce semiconductors) from Ukrainian and Russian producers. Previous conflicts between the two nations, specifically related to the Crimea conflict in 2014, resulted in a nearly 600.0% increase in the price of neon.
- The Russian Ministry of Industry and Trade announced in early June that it would be limiting neon gas exports as part of its sanctions against countries it views as unfriendly. This move will add to lead times and prices for neon.
- Downstream semiconductor manufacturers keep stockpiles of neon gas that have allowed them to continue manufacturing chips, though it is unknown how long these stockpiles will last. Semiconductor manufacturers will likely pay higher prices for neon gas outside Ukraine as global supplies dwindle.
Global Telephone Support Services Market - Suppliers by Region
| Country/Region | Number of Suppliers |
|---|---|
| #1 Oceania & Southeast Asia | 173,230 |
| #2 India | 60,090 |
| #3 Europe | 53,815 |
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Geography Drilldown - US
Average Cost of Telephone Support Services
United States
2026 Market Pricing$1,000.00 to $X,XXX.XX
per agent per monthAverage Price
Prices in the Telephone Support Services market range from $1,000.00 to $X,XXX.XX, depending on Call Volume, Specialization, Experience and Supplier Location. For example, lower prices are associated with Low call volumes below 100 calls per day ($2,000 to $4,000 per agent per month), whereas higher prices are associated with High call volumes above 100 calls per day ($1,000 to $2,000 per agent per month).
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Between our Europe and Canada collections, we provide price data for 350 markets so you can instantly compare prices across borders. Or, use our custom research services for intel on prices in any region across the globe.
Telephone Support Services Category Price Trends
Pricing trends are indicated by the compound annual growth rate (CAGR) during a set period of time. For the Telephone Support Services market, prices in the US have grown 2.0% from 2022 to 2025. Subscribers can access price trend forecasts, price driver projections and forward-looking cost structure data. Learn more
United States (2022-2025)
United States (2025-2028)
Compound Annual Growth Rate
Wondering where prices are heading?
Price trend forecasts are available to subscribers, along with price driver projections and forward-looking cost structure data.
Cost Analysis - Total Cost of Ownership for Telephone Support Services
Total cost of ownership is Low in the Telephone Support Services market. The average cost of ownership differs depending on the contract but generally includes costs negotiated before the contract begins, costs billed during the contract period and unforeseen costs. For example, unforeseen costs in the form of Delays may raise the total cost of ownership unexpectedly.
Negotiated Before
Implementation
Billed During
Support
Unforeseen
Delays
Buyer Power in Procurement Negotiations
In 2026, buyer power amounts to -0.8 in the United States. Buyer power is most positively impacted by Recent Developments. It is most negatively impacted by Market Share Concentration. Subscribers can access details on eight other factors that impact buyer power. Learn more
United States
Buyer power forecasts: your glimpse into the future
Develop strategies for the upcoming year and identify unforeseen opportunities for buying now
- Actionable "Buy Now" and "Buy Later" insights
- Near-real-time updates to current and forecast Buyer Power Scores
- Methodology and weightings for Buyer Power Score Components
Supply Chain Risk
The average level of supply chain risk is assessed as Low, which has a positive impact on buyer power. The level of supply chain risk is affected by industry volatility, barriers to entry, competition, import penetration, regulation and industry financial risk. Buyers in this market can mitigate procurement and supply chain management risks by monitoring risk levels for individual first and second tier suppliers:
1st
Tier Suppliers
- Computer Stores
- Copier & Office Equipment Wholesalers
- Internet Service Providers
- Commercial Real Estate Vendors
2nd
Tier Suppliers
- Computer Manufacturers
- Communication Equipment Manufacturers
- Telecommunication Networking Equipment Manufacturers
Biggest Telephone Support Services Suppliers in the US by Revenue
The largest Telephone Support Services vendors by revenue in the US are Afni Inc., Data Listing Services, LLC and HCL Technologies Limited. Subscribers can sort and filter by market share concentration, profit level and other factors. Learn more
| Supplier | Operational Size | Headquarters | Number of Employees | Market Share (%) | Market Share Performance (3yr trend) | Total Revenue ($ million) | Profit Level (%) | Risk Level |
|---|---|---|---|---|---|---|---|---|
| HCL Technologies Limited | Global | Noida, IN | >10,001 | < 5 | ||||
| Td Synnex Corporation | Global | FREMONT, CA | >10,000 | < 5 | ||||
| Bertelsmann Se & Co. Kgaa | Global | Gütersloh, DE | >10,001 | < 5 | ||||
| Sitel Worldwide Corporation | Global | Miami, FL | >10,000 | < 5 | ||||
| Sutherland Global Services Inc. | Global | Pittsford, NY | >10,000 | < 5 | ||||
| Teleperformance S.A. | Global | Paris, FR | >10,001 | < 5 | ||||
| Genpact Ltd. | International | HAMILTON | >10,000 | < 5 | ||||
| Afni Inc. | International | Bloomington, IL | 1,001-10,000 | < 5 | ||||
| Sykes Enterprises Inc. | Global | TAMPA, FL | >10,000 | < 5 | ||||
Looking for a list of suppliers by country?
Subscribers can access vendor information on Canadian and European suppliers, too. We also offer custom research services to help with vendor sourcing anywhere in the world.
Profit Analysis
The average profit margin across vendors in the Telephone Support Services market is 6.6% and steady. Profit levels shift depending on suppliers' spend on wages, purchases and overhead. The highest cost component for vendors is Wages. The cost trend for this component is rising, when considering movement between 2025 and 2026. To understand cost forecasts for 2027 and uncover the implications on profit, start your subscription. Learn more
Vendor & Supply Chain Analysis
Although service providers still depend on wired telecommunication carriers, which have faltered in the wake of wireless saturation and the instability of the real estate market, overall supply chain risk remains low since only a few suppliers carry risk and because service providers source from various different suppliers.
Telephone support services can be used across many types of businesses to provide customer support for products or services. Buyers of telephone support services range from manufacturers to banks and financial institutions; thus, vendor have a moderate vendor risk.
Low barriers to entry have contributed to low market concentration and a rising number of suppliers during the past three years. More importantly, low market share concentration spurs competition among suppliers, placing downward pressure on prices.
The United States is a net importer of computers, meaning it imports more computers than it exports. While lower manufacturing costs abroad drive down prices for imported computers, relying on imports can lead to potential shortages or price increases if there are supply chain disruptions due to geopolitical tensions, trade disputes, or global crises.
Supplier Information
8x8, Inc.
8x8, Inc./DE/ is a global provider of integrated customer experience and business communications solutions to enterprises. It delivers a cloud-native 8x8 Platform for Customer Experience (CX), which integrates voice, video, messaging, and team collaboration channels into a single architecture. It serves mid-market,... Subscribe to learn more
Afni Inc.
Afni Inc. is a private company operating internationally in the administration, business support and waste management services sector. The company's offerings include call center services, telemarketing services, technical support & help desk services and telephone support services. Founded in 1936, the company... Subscribe to learn more
Bertelsmann Se & Co. Kgaa
Bertelsmann Se & Co. Kgaa is a public company operating globally in the administration, business support and waste management services sector. The company's offerings include foreign language training software, telemarketing services, telephone support services and e-book publishing services. Founded in 1835,... Subscribe to learn more
Data Listing Services, LLC
Data Listing Services, LLC is a private company operating regionally in the administration, business support and waste management services sector. The company's offerings include telemarketing services, technical support & help desk services and telephone support services. Founded in 1972, the company is Subscribe to learn more
Genpact Ltd.
Genpact Limited is a global professional IT services firm. It leverages digital technologies and specialized analytics, including its Digital Smart Enterprise ProcessesSM (Digital SEPs), a patented and highly granular approach that tests the effectiveness of client processes, and the Genpact Cora, an AI-based... Subscribe to learn more
HCL Technologies Limited
HCL Technologies Limited is a public company operating globally in the professional, scientific & technical services and administration, business support and waste management services sectors. The company's offerings include business process outsourcing services, it systems integration services, technical... Subscribe to learn more
Sitel Worldwide Corporation
Sitel Worldwide Corporation is a private company operating globally in the administration, business support and waste management services sector. The company's offerings include call center services, telemarketing services, technical support & help desk services and telephone support services. Founded in Subscribe to learn more
Sutherland Global Services Inc.
Sutherland Global Services Inc. is a private company operating globally in the administration, business support and waste management services sector. The company's offerings include call center services, technical support & help desk services and telephone support services. Founded in 1986, the company is... Subscribe to learn more
Sykes Enterprises Inc.
Sykes Enterprises Inc. is a public company operating globally in the administration, business support and waste management services sector. The company's offerings include telemarketing services, technical support & help desk services and telephone support services. Founded in 1977, the company is currently... Subscribe to learn more
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Procurement Management KPIs for the Telephone Support Services Market
Managing vendor performance throughout the contract period is easier when tracking specific key performance indicators (KPIs). For example, buyers should monitor Average Resolution Time and Customer Satisfaction (CSAT). Buyers may experience better performance throughout their contracts if they establish service level agreements (SLAs) based on Pricing and other factors.
| KPI | Level of Importance (1-5) | Measurements | Key Considerations |
|---|---|---|---|
| Average Resolution Time |
|
Total Resolution Time Number of Resolved Tickets |
The average resolution time represents the average amount of time it takes to resolve a support ticket. This metric is important for vendors in this market that use chat bots and other automated messaging systems, as any errors or malfunctions in these systems reflect poorly on the buyer's business. |
| Customer Satisfaction (CSAT) |
|
Number of Positive Customer Responses Number of Customer Responses Customer Feedback Surveys |
Customer satisfaction represents customers' overall satisfaction with a company. Vendors should consider obtaining feedback on customer service through surveys in order to understand whether satisfaction or dissatisfaction with the company is primarily driven by the product or the help desk and customer service team. |
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Questions to Ask During Procurement Negotiations
How can I gain leverage during negotiations?
Customer Support
What is the longest wait time clients can expect to experience when calling in to your hotline?
How do you track and monitor client queries?
Experience and Expertise
In which markets do your clients primarily operate?
What experience do you have serving clients in my market?
Competition
How much of your business comes from repeat buyers?
What is your client turnover rate?
The ultimate prep for procurement negotations
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Telephone Support Services RFP Guidelines
What should my RFP include?
Organizational Overview
Buyers should describe their organization, including their line of work, number of employees, locations and organizational structure.
Buyers should describe the purpose of the telephone support services.
Statement Of Need
Buyers should detail the type of telephone support service needed (e.g., troubleshooting, handling returns, gathering feedback).
Buyers should include the number of hours per day that they will require service.
Project Budget
If one exists, buyers should specify the maximum budget for services.
Buyers should define payment schedules.
The RFP process made easy
Find out how you can access RFP templates for 800+ procurement categories to start writing better, more consistent RFPs.
We display average pricing information, trends and market data.
Our Reports include:
- Opportunity assessment
- Market dynamics
- Recent developments
- Positive and warning trends
- Buyer power levers
- Price environment and market pricing
- Geographic wage rates
- Global market updates
- Total cost of ownership
- Cost structure benchmarks and analysis
- Supply chain and vendors
- Global supplier breakdown
- Market share concentration
- Regulation and business requirements
- Vendor management and KPIs
- Sourcing strategy guidance
