Procurement Market Intelligence Report
Telemarketing Services
Sourcing Guide & Market Intelligence
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Telemarketing Services Global Overview
Definition
Summary
Suppliers in this market use telephone calls or e-mail to promote client products or services, take orders, solicit contributions or provide information on behalf of clients. Services are typically provided on a contract basis. Telemarketers never own the product or provide the service they are representing. Common buyers of telemarketing services include banking institutions, manufacturers and insurance providers. Service providers are either business process outsourcing firms or specialized telemarketing companies.
This Report Includes:
- Outbound Calling Services
- Telemarketing Sales
- Telemarketing Lead Generation
Not in this Report:
- Inbound Calling Services
- Public Opinion Polling
Global Telemarketing Services Procurement Trends
Discover the top international trends affecting procurement in the global Telemarketing Services market.
Warning Trends
The European Union’s Artificial Intelligence (AI) Act enters into force
- In August 2024, the European Union (EU) began enforcing its new regulation on artificial intelligence. Although EU legislation, the act will have a major effect on global technological companies operating in the AI space, similar to the General Data Protection regulation.
- The legislation aims to apply a risk-based framework to AI regulation, meaning different AI applications will be treated differently. The law applies a general ban for “unacceptable” uses, such as social scoring and predictive policing.
- For general-purpose AI models, companies will be required to comply with EU copyright law and intellectual property provisions, carry out regular testing, issue transparency disclosures, and implement adequate cybersecurity protections. For “high-risk” AI applications, such as autonomous vehicles, medical devices, financial services, and biometric identification systems, companies must meet stricter requirements in terms of risk-mitigation systems, documentation, human oversight, and cybersecurity.
- Companies that breach the AI Act may face fines ranging from 7.5 million euros or 1.5% of global annual revenues to 35.0 million euros or 7.0% of global annual revenues, whichever amount is higher.
- While the blanket ban on unacceptable systems entered into force in February 2025, most of the obligations do not take effect for a full year. In August 2025, requirements for general-purpose AI will come into effect, and in August 2026, obligations for high-risk AI systems will be enforced.
Global Telemarketing Services Market - Suppliers by Region
| Country/Region | Number of Suppliers |
|---|---|
| #1 Europe | 23,045 |
| #2 South America | 9,710 |
| #3 China | 7,600 |
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2
Geography Drilldown - US
Average Cost of Telemarketing Services
United States
2026 Market Pricing$8.00 to $XX.XX
per representative per hourAverage Price
Prices in the Telemarketing Services market range from $8.00 to $XX.XX, depending on Supplier Location, Contract Length and Service Scope. For example, lower prices are associated with Offshore (e.g., Philippines) and Nearshore (e.g., Mexico), whereas higher prices are associated with United States.
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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.
Telemarketing Services Category Price Trends
Pricing trends are indicated by the compound annual growth rate (CAGR) during a set period of time. For the Telemarketing Services market, prices in the US have grown 1.1% 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
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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 Telemarketing Services
Total cost of ownership is Low in the Telemarketing 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.
Billed During
Training
Utilities
Buyer Power in Procurement Negotiations
In 2026, buyer power amounts to 1.0 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 Medium, which has a negative 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 & Software Wholesalers
- Commercial Real Estate Lessors
- VoIP Providers
2nd
Tier Suppliers
- Computer Manufacturers
- Real Estate Sales & Brokerages
- Software Publishers
- Telecom Network Equipment Manufacturers
Biggest Telemarketing Services Suppliers in the US by Revenue
The largest Telemarketing Services vendors by revenue in the US are Afni Inc., Data Listing Services, LLC and WNS (Holdings) 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 |
|---|---|---|---|---|---|---|---|---|
| Td Synnex Corporation | Global | FREMONT, CA | >10,000 | 5-10 | ||||
| Bertelsmann Se & Co. Kgaa | Global | Gütersloh, DE | >10,001 | < 5 | ||||
| Alorica Inc. | Global | Irvine , CA | >10,000 | < 5 | ||||
| Sitel Worldwide Corporation | Global | Miami, FL | >10,000 | < 5 | ||||
| Teleperformance SE | Global | Paris, FR | >10,001 | < 5 | ||||
| TTEC Holdings Inc. | Global | GREENWOOD VILLAGE, CO | >10,000 | < 5 | ||||
| Afni Inc. | International | Bloomington, IL | 1,001-10,000 | < 5 | ||||
| Sykes Enterprises Inc. | Global | TAMPA, FL | >10,000 | < 5 | ||||
| WNS (Holdings) Limited | Global | MUMBAI | >10,000 | < 5 | ||||
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Profit Analysis
The average profit margin across vendors in the Telemarketing Services market is 5.9% 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 falling, 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
Average vendor risk is low in this market, though individual supplier financials vary. Buyers should be more wary about small suppliers since they are less financially stable on average.
Market share concentration is very low in this market which is primarily due to ease of entry. This indicates a higher degree of competition in the market, which benefits buyers.
The telemarketing services is characterized by a moderate level of supply chain risk, which constrains buyer power because service quality may be affected if service providers cannot access the required inputs.
The United States is a net importer of telephone sets, which indicates a high level of competition in the market from foreign vendors. While an increased reliance on imported goods increases supply chain risk slightly, the wide level of distribution and readily available nature of telephone sets from retail establishments helps alleviate these risks.
Supplier Information
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
Alorica Inc.
Alorica Inc. is a private company operating globally in the administration, business support and waste management services sector. The company's offerings include telemarketing services and debt collection services. Founded in 1999, the company is currently headquartered in Irvine, California, United States... 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
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
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
Teleperformance SE
Teleperformance SE is a public company operating globally in the administration, business support and waste management services sector. The company's offerings include telemarketing services. Founded in 1974, the company is currently headquartered in Paris, France with an estimated employee count of over Subscribe to learn more
TTEC Holdings Inc.
TTEC Holdings Inc. is a public company operating globally in the professional, scientific and technical services and administration, business support and waste management services sectors. The company's offerings include call center services, outsourced sales services, telemarketing services and technical... Subscribe to learn more
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Procurement Management KPIs for the Telemarketing Services Market
Managing vendor performance throughout the contract period is easier when tracking specific key performance indicators (KPIs). For example, buyers should monitor Conversion Rates (For Specific Goals) and Employee Training Rate. Buyers may experience better performance throughout their contracts if they establish service level agreements (SLAs) based on Compliance and other factors.
| KPI | Level of Importance (1-5) | Measurements | Key Considerations |
|---|---|---|---|
| Conversion Rates (For Specific Goals) |
|
Number of calls Number of sales |
The conversion rate represents the percentage of calls that result in sales. The average conversion rate of a cold call is around 5.0% to 10.0% Buyers should favor vendors with higher conversion rates. |
| Employee Training Rate |
|
Number of employees that undergo evaluation Number of employees that pass evaluation |
The employee training rate represents the share of employees a company is able to successfully train. Suppliers with higher employee training rates are typically better able to represent the buyer's business when dealing with potential customers. |
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Questions to Ask During Procurement Negotiations
How can I gain leverage during negotiations?
Experience and Expertise
How well do you know the industry that we operate in?
What other clients do you currently work with that also operate within my industry?
Regulation
What processes have you implemented to ensure your business complies with FTC and FCC regulation in regards to telemarketing?
What is your track record in regards to consumer complaints and the Do Not Call Registry?
Workforce
What training programs and incentives do you have in place to ensure employees understand our product/service and why it would be attractive to a consumer or business?
How do you account for employee turnover? Is the cost of training new/replacement employees accounted for in the quoted price?
The ultimate prep for procurement negotations
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Telemarketing Services RFP Guidelines
What should my RFP include?
Organizational Overview
Buyers should describe their organization, including what they do, where they are located, and what their target market is.
Buyers should provide details on the telemarketing services they are currently using.
Statement Of Need
Buyers should detail the scope of services that they require.
Buyers should include the number of billable hours required.
Project Budget
Buyers should specify their budgets for telemarketing services.
Buyers should detail the cost model and contract terms for annual ongoing costs.
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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
