Procurement Market Intelligence Report
Call Center Services
Sourcing Guide & Market Intelligence
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Call Center Services Global Overview
Definition
Summary
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.
This Report Includes:
- Customer Support Plans
- Chat and Technical Support
Not in this Report:
- Call Center Software
- Call Center Temporary Staffing
Global Call Center Services Market - Suppliers by Region
| Country/Region | Number of Suppliers |
|---|---|
| #1 India | 12,410 |
| #2 China | 3,660 |
| #3 Europe | 3,280 |
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Geography Drilldown - US & Europe
Average Cost of Call Center Services
United States
2026 Market Pricing$0.30 to $X.XX
per minuteEurope
Average Price
Prices in the Call Center Services market range from $0.30 to $X.XX, depending on Complexity of Project, Skill Level of Employees, Supplier Location and Service Type. For example, lower prices are associated with Less resources required due to lower complexity ($0.30 to $1.00 per minute), whereas higher prices are associated with Increased resources required due to higher complexity ($1.00 to $2.25 per minute).
Need the scoop on international price trends?
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.
Call Center Services Category Price Trends
Pricing trends are indicated by the compound annual growth rate (CAGR) during a set period of time. For the Call Center Services market, prices in the US have grown 1.9% from 2022 to 2025. and +1.1% in Europe.
United States (2022-2025)
Canada (2021-2024)
Compound Annual Growth Rate
Europe (2022-2025)
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 Call Center Services
Total cost of ownership is Medium in the Call Center 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 Downtime may raise the total cost of ownership unexpectedly.
Negotiated Before
Set Up Fees
Billed During
Training
Unforeseen
Downtime
Buyer Power in Procurement Negotiations
In 2026, buyer power amounts to 0.6 in the United States. Buyer power is most positively impacted by Recent Price Trend. It is most negatively impacted by Supply Chain Risk. Subscribers can access details on eight other factors that impact buyer power. Learn more
United States
Europe
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 Very 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 & Packaged Software Wholesalers
- Wired Telecommunication Carriers
- IT Consultants
- VoIP Providers
2nd
Tier Suppliers
- Computer Manufacturers
- Telecommunication Networking Equipment Manufacturers
- Communication Equipment Manufacturers
- Internet Service Providers
Biggest Call Center Services Suppliers in the US by Revenue
The largest Call Center Services vendors by revenue in the US are Afni Inc., Continental Message Solution Inc. and HVAC Answering Service, Inc. 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 |
|---|---|---|---|---|---|---|---|---|
| Td Synnex Corporation | Global | FREMONT, CA | >10,000 | 5-10 | ||||
| Sitel Worldwide Corporation | Global | Miami, FL | >10,000 | 5-10 | ||||
| Sutherland Global Services Inc. | Global | Pittsford, NY | >10,000 | < 5 | ||||
| TaskUs, Inc. | Global | New Braunfels, TX | >10,000 | < 5 | ||||
| TTEC Holdings Inc. | Global | GREENWOOD VILLAGE, CO | >10,000 | < 5 | ||||
| Afni Inc. | International | Bloomington, IL | 1,001-10,000 | < 5 | ||||
| Intrado Inc. | Global | Omaha, NE | 1,001-10,000 | < 5 | ||||
| Continental Message Solution Inc. | National | Columbus, OH | 51-100 | < 5 | ||||
| HVAC Answering Service, Inc. | National | King of Prussia, PA | 25-50 | < 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 Call Center Services market is 7.2% 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 stagnating, 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
There is little supply chain risk in this market, as most first and second tier suppliers participate in intensely competitive markets, meaning that disruptions are unlikely. This raises buyer power as it is unlikely that service will ever be unexpectedly interrupted or discontinued due to supply chain issues.
Market share concentration is low in this market, indicating that no single supplier or group of suppliers has dominant power over pricing in the market. As a result, there is intense competition between suppliers, which raises buyer power because vendors are more willing to provide lower prices to secure business.
Average vendor risk in the market is low due to healthy profit margins and growing demand for the service. This low vendor financial risk benefits buyers because suppliers are more likely to honor long-term contracts and are unlikely to unexpectedly discontinue service.
The United States is a net importer of computers, meaning it imports more computers than it exports. US Buyers seeking to import computers may need to assess the quality standards and production capabilities of international suppliers and consider extended lead times or supply chain disruptions when procuring from global vendors.
Supplier Information
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
Td Synnex Corporation
Td Synnex Corporation is a public company operating globally in the information, professional, scientific and technical services and administration, business support and waste management services sectors. The company's offerings include graphics & video accelerator cards, optical character recognition systems,... 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
Continental Message Solution Inc.
Continental Message Solution Inc. is a private company operating nationally in the administration, business support and waste management services sector. The company's offerings include call center services. Founded in 1967, the company is currently headquartered in Columbus, Ohio, United States of America... Subscribe to learn more
Global Response LLC
Global Response LLC is a private company operating nationally in the administration, business support and waste management services sector. The company's offerings include call center services. Founded in 1974, the company is currently headquartered in Margate, Florida, United States of America with an estimated... Subscribe to learn more
HVAC Answering Service, Inc.
HVAC Answering Service, Inc. is a private company operating nationally in the administration, business support and waste management services sector. The company's offerings include telephone answering services and call center services. Founded in 1985, the company is currently headquartered in King of Prussia,... Subscribe to learn more
Intrado Inc.
Intrado Inc. is a private company operating globally in the information and administration, business support and waste management services sectors. The company's offerings include virtual trade show software, videoconferencing software, telephone answering services, call center services and press release Subscribe to learn more
OnBrand24 Inc.
OnBrand24 Inc. is a private company operating nationally in the administration, business support and waste management services sector. The company's offerings include call center services. Founded in 1980, the company is currently headquartered in Beverly, Massachusetts, United States of America with an estimated... Subscribe to learn more
Red Ventures, Llc
Red Ventures, Llc is a private company operating globally in the administration, business support and waste management services sector. The company's offerings include call center services. Founded in 2000, the company is currently headquartered in Fort Sill, South Carolina, United States of America with Subscribe to learn more
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Procurement Management KPIs for the Call Center Services Market
Managing vendor performance throughout the contract period is easier when tracking specific key performance indicators (KPIs). For example, buyers should monitor Average Response Time and Customer Satisfaction (CSAT). Buyers may experience better performance throughout their contracts if they establish service level agreements (SLAs) based on Availability and Responsiveness and other factors.
| KPI | Level of Importance (1-5) | Measurements | Key Considerations |
|---|---|---|---|
| Average Response Time |
|
Total number of tickets opened. Total time to response for tickets. |
An average response time, or the average time it takes for the agent to answer a call, is a critical indicator of performance in call centers. If the average response time is very long, customers will not want to sit on the phone and wait for representatives to answer. Buyers should place emphasis on this indicator in particular, as this will give the most insight into how satisfied their customers are with the call center's service. |
| Customer Satisfaction (CSAT) |
|
Number of customer reviews Number of positive customer reviews |
Customer satisfaction is critical in call centers as these calls reflect entirely on the buyer. A low customer satisfaction score indicates that the supplier is not providing high-quality service. A high customer satisfaction score can indicate that customers have been satisfied with the service that they have received on the call, which reflects well on buyers. |
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Questions to Ask During Procurement Negotiations
How can I gain leverage during negotiations?
Customer Support
How do you evaluate customer satisfaction? How often and how do you make changes to your services based on the feedback you receive?
What are some challenges you face in providing support for clients not located in your direct region?
Quality Control
How do you maintain your client’s image when completing inbound services and working with irate customers?
How often do your clients’ customers stop purchasing services or products because of customer dissatisfaction with the service from the call center?
Experience and Expertise
What industries are your clients primarily in? What experience do you have serving clients in my industry?
What is the range in size of your clients? What experience do you have serving clients similar in size to my business?
The ultimate prep for procurement negotations
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Call Center Services RFP Guidelines
What should my RFP include?
Organizational Overview
Buyers should describe their organization, including what they do, where they are located and who their customers are.
Buyers should provide details on the call center services they are currently using.
Statement Of Need
Buyers should detail the scope of services that they require.
Buyers should include the number of service minutes required.
Project Budget
Buyers should specify their budgets for call center services.
Buyers should detail the cost model and contract term for annual ongoing costs, such as IT support services.
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
