Between 2014 and 2023, the number of employees working in the contact center industry in the United States increased overall, despite some fluctuations. In 2023, there were roughly **** million people working in contact centers, a decrease when compared to the previous year.

Number of Businesses statistics on the Telemarketing & Call Centers industry in the US

With almost ****** call center employees in 2018, Alorica, a California-based provider of outsourced customer management solutions (such as call centers), manages the largest call center operation in the country. While most of the largest call centers in the United States belong to familiar U.S. companies such as AT&T and Wells Fargo, number one on the list is conspicuous through not being a household name.

Call centers versus contact centers

A call center is a centralized office used to make or receive large volumes of telephone-based customer interactions. Often call centers also handle additional forms of customer interaction, with online forms of interaction such as email, live chat and social media becoming an increasingly important part of customer service. Strictly speaking, a call center that handles such additional channels is called a contact center.

U.S. call center industry

Despite the cliché of call centers being increasingly offshored, the number of call center operators in the United States has been consistently growing for the last five years (881114). Thousands of new jobs have been created in the call center industry over the last few years alone, mainly concentrated in Southwest and Southeast (802250). This pattern of growth coincides with the states that have the highest number of existing call center jobs. Most likely, this regional distribution of call center employment is connected to the higher wages in the northeastern states.

Introduction

This US Spanish Call Center Speech Dataset for the BFSI (Banking, Financial Services, and Insurance) sector is purpose-built to accelerate the development of speech recognition, spoken language understanding, and conversational AI systems tailored for Spanish-speaking customers. Featuring over 30 hours of real-world, unscripted audio, it offers authentic customer-agent interactions across a range of BFSI services to train robust and domain-aware ASR models.

Curated by FutureBeeAI, this dataset empowers voice AI developers, financial technology teams, and NLP researchers to build high-accuracy, production-ready models across BFSI customer service scenarios.

Speech Data

The dataset contains 30 hours of dual-channel call center recordings between native US Spanish speakers. Captured in realistic financial support settings, these conversations span diverse BFSI topics from loan enquiries and card disputes to insurance claims and investment options, providing deep contextual coverage for model training and evaluation.

Topic Diversity

This speech corpus includes both inbound and outbound calls with varied conversational outcomes like positive, negative, and neutral, ensuring real-world BFSI voice coverage.

This variety ensures models trained on the dataset are equipped to handle complex financial dialogues with contextual accuracy.

Transcription

All audio files are accompanied by manually curated, time-coded verbatim transcriptions in JSON format.

These transcriptions are production-ready, making financial domain model training faster and more accurate.

Metadata

Rich metadata is available for each participant and conversation:

Telemarketing and call centers have navigated a dynamic economic landscape in recent years, grappling with challenges and opportunities alike. The initial impact of the pandemic at the onset of the period led to a temporary dip in demand as businesses curbed outsourcing due to reduced consumer spending and corporate profit. However, quick transitions to remote operations and an improving economic landscape in the latter part of the period increased demand for the industry, specifically from the healthcare sector. There was an increase in demand for the industry’s services as consumers returned to traditional shopping and corporate profit soared, spurred by expansionary fiscal and monetary policies. This uptick, however, was only one side of the coin. Increasing inflationary pressures in 2022, driven by a massive jump in demand, forced businesses to tighten budgets, reducing spending on telemarketing and call center services. This caused revenue to drop significantly, with further challenges posed by rising interest rates and offshoring trends. The growing use of AI and automation spurred an influx of new entrants as smaller players were better able to compete with larger and established players, raising internal competition. While technological advancements like IVR and speech analytics have reduced costs and improved efficiency, the competition from global markets, particularly emerging economies, has diluted some of the industry's growth potential. Overall, revenue for telemarketing and call centers has inched downward at a CAGR of 0.1% to $28.1 billion over the past five years, including an expected increase of 3.6% in 2025 alone. Industry profit has climbed and will account for 13.4% of revenue in the current year. Looking ahead, providers are anticipated to benefit from stable economic growth and the continued expansion of online activities. Cooling inflation and reduced interest rates are expected to boost consumer spending and corporate investment, bolstering demand for telemarketing and call center services. Technological advancements will further enhance operational efficiency, although high wage costs will continue to challenge profit. The ongoing migration towards e-commerce will necessitate greater investment in call centers as companies look to better serve online customers. Despite the inherent challenges, the industry's capacity to leverage technological innovations and explore new geographical markets provides a promising outlook. Overall, revenue for telemarketing and call centers is forecast to expand at a CAGR of 3.7% to $33.6 billion over the five years to 2030.

Comprehensive dataset of 2,062 Call centers in United States as of June, 2025. Includes verified contact information (email, phone), geocoded addresses, customer ratings, reviews, business categories, and operational details. Perfect for market research, lead generation, competitive analysis, and business intelligence. Download a complimentary sample to evaluate data quality and completeness.

Introduction

This US English Call Center Speech Dataset for the Telecom industry is purpose-built to accelerate the development of speech recognition, spoken language understanding, and conversational AI systems tailored for English-speaking telecom customers. Featuring over 30 hours of real-world, unscripted audio, it delivers authentic customer-agent interactions across key telecom support scenarios to help train robust ASR models.

Curated by FutureBeeAI, this dataset empowers voice AI engineers, telecom automation teams, and NLP researchers to build high-accuracy, production-ready models for telecom-specific use cases.

Speech Data

The dataset contains 30 hours of dual-channel call center recordings between native US English speakers. Captured in realistic customer support settings, these conversations span a wide range of telecom topics from network complaints to billing issues, offering a strong foundation for training and evaluating telecom voice AI solutions.

Topic Diversity

This speech corpus includes both inbound and outbound calls with varied conversational outcomes like positive, negative, and neutral ensuring broad scenario coverage for telecom AI development.

This variety helps train telecom-specific models to manage real-world customer interactions and understand context-specific voice patterns.

Transcription

All audio files are accompanied by manually curated, time-coded verbatim transcriptions in JSON format.

These transcriptions are production-ready, allowing for faster development of ASR and conversational AI systems in the Telecom domain.

Metadata

Rich metadata is available for each participant and conversation:

This dataset provides information on 86 in Illinois, United States as of June, 2025. It includes details such as email addresses (where publicly available), phone numbers (where publicly available), and geocoded addresses. Explore market trends, identify potential business partners, and gain valuable insights into the industry. Download a complimentary sample of 10 records to see what's included.

Between 2016 and 2024, the number of jobs created in the call center industry in the United States fell significantly with the biggest decrease occurring in the Southeast. Here, jobs created fell from almost ****** in 2016 to almost ***** in 2024.

Introduction

This US English Call Center Speech Dataset for the Retail and E-commerce industry is purpose-built to accelerate the development of speech recognition, spoken language understanding, and conversational AI systems tailored for English speakers. Featuring over 30 hours of real-world, unscripted audio, it provides authentic human-to-human customer service conversations vital for training robust ASR models.

Curated by FutureBeeAI, this dataset empowers voice AI developers, data scientists, and language model researchers to build high-accuracy, production-ready models across retail-focused use cases.

Speech Data

The dataset contains 30 hours of dual-channel call center recordings between native US English speakers. Captured in realistic scenarios, these conversations span diverse retail topics from product inquiries to order cancellations, providing a wide context range for model training and testing.

Topic Diversity

This speech corpus includes both inbound and outbound calls with varied conversational outcomes like positive, negative, and neutral, ensuring real-world scenario coverage.

Such variety enhances your model’s ability to generalize across retail-specific voice interactions.

Transcription

All audio files are accompanied by manually curated, time-coded verbatim transcriptions in JSON format.

These transcriptions are production-ready, making model training faster and more accurate.

Metadata

Rich metadata is available for each participant and conversation:

This granularity supports advanced analytics, dialect filtering, and fine-tuned model evaluation.

Usage and Applications

This dataset is ideal for a range of voice AI and NLP applications:

The audio dataset includes call center conversations from Medical , featuring general speakers from United States, with detailed metadata.

This statistic shows the total number of call centers in the United States as of July 2018, by state. Texas had the most call centers in the United States with a total of ***, which in turn employed over ******* people.

Enhance AI/ML models with Macgence's USA medical call center dataset. High-quality speech data supports accurate analytics for various medical topics!

In 2024, the ************* was the country with the highest number of call centers that were opened or expanded in that year. The majority of countries or regions featured in this survey including the United States decreased the number of call centers that were newly opened or expanded since 2020. As the United States opened less call centers in 2024, the number of contact center employees accordingly decreased between 2020 and 2024.

Comprehensive dataset of 172 Call centers in California, United States as of June, 2025. Includes verified contact information (email, phone), geocoded addresses, customer ratings, reviews, business categories, and operational details. Perfect for market research, lead generation, competitive analysis, and business intelligence. Download a complimentary sample to evaluate data quality and completeness.

This dataset provides information on 29 in Indiana, United States as of June, 2025. It includes details such as email addresses (where publicly available), phone numbers (where publicly available), and geocoded addresses. Explore market trends, identify potential business partners, and gain valuable insights into the industry. Download a complimentary sample of 10 records to see what's included.

Introduction

This US English Call Center Speech Dataset for the Delivery and Logistics industry is purpose-built to accelerate the development of speech recognition, spoken language understanding, and conversational AI systems tailored for English-speaking customers. With over 30 hours of real-world, unscripted call center audio, this dataset captures authentic delivery-related conversations essential for training high-performance ASR models.

Curated by FutureBeeAI, this dataset empowers AI teams, logistics tech providers, and NLP researchers to build accurate, production-ready models for customer support automation in delivery and logistics.

Speech Data

The dataset contains 30 hours of dual-channel call center recordings between native US English speakers. Captured across various delivery and logistics service scenarios, these conversations cover everything from order tracking to missed delivery resolutions offering a rich, real-world training base for AI models.

Topic Diversity

This speech corpus includes both inbound and outbound delivery-related conversations, covering varied outcomes (positive, negative, neutral) to train adaptable voice models.

This comprehensive coverage reflects real-world logistics workflows, helping voice AI systems interpret context and intent with precision.

Transcription

All recordings come with high-quality, human-generated verbatim transcriptions in JSON format.

These transcriptions support fast, reliable model development for English voice AI applications in the delivery sector.

Metadata

Detailed metadata is included for each participant and conversation:

This metadata aids in training specialized models, filtering demographics, and running advanced analytics.

Usage and Applications

Graph and download economic data for All Employees: Professional and Business Services: Telephone Call Centers in Idaho (SMU16000006056142001SA) from Jan 1991 to Jun 2025 about phone, telecom, support activities, ID, services, employment, and USA.

Comprehensive dataset of 33 Call centers in South Carolina, United States as of July, 2025. Includes verified contact information (email, phone), geocoded addresses, customer ratings, reviews, business categories, and operational details. Perfect for market research, lead generation, competitive analysis, and business intelligence. Download a complimentary sample to evaluate data quality and completeness.

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Call Center Outsourcing Market Size 2025-2029

The call center outsourcing market size is forecast to increase by USD 26.3 billion, at a CAGR of 4.3% between 2024 and 2029. The market is experiencing significant shifts, driven by the emergence of new destinations in emerging economies and the increasing competition among companies.

Major Market Trends & Insights

North America dominated the market and accounted for a 41% share in 2023.
The market is expected to grow significantly in Europe region as well over the forecast period.
Based on the End-user, the IT and telecom segment led the market and was valued at USD 41.00 billion of the global revenue in 2023.
Based on the Type, the technical Support Services segment accounted for the largest market revenue share in 2023.

Market Size & Forecast

Market Opportunities: USD 113.30 Billion
Future Opportunities: USD 26.3 Billion
CAGR (2024-2029): 4.3%
North America: Largest market in 2023

The market continues to evolve, driven by advancements in technology and shifting customer expectations. Automated call distributors and interactive voice response systems streamline call handling, while speech analytics tools and real-time reporting enable proactive issue resolution. Customer satisfaction scores remain a top priority, with agent training programs and performance metrics ensuring high-quality interactions. IVR system integration and computer telephony integration enhance efficiency, while call center security measures safeguard sensitive information. Skill-based routing and customer retention strategies optimize agent utilization and improve customer experience management. First call resolution and quality assurance metrics are key performance indicators, with cloud-based call centers offering flexibility and scalability.

What will be the Size of the Call Center Outsourcing Market during the forecast period?

Explore in-depth regional segment analysis with market size data - historical 2019-2023 and forecasts 2025-2029 - in the full report.
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Customer effort score, multi-lingual support, and call monitoring systems further enhance the customer experience. Industry growth is expected to reach double digits, with inbound and outbound call centers adopting contact center software for improved agent scheduling and predictive dialer software for increased productivity. Compliance regulations and data encryption protocols ensure secure communication channels, while average handling time and abandoned call rate remain critical performance metrics. Omnichannel contact centers offer seamless interactions across multiple channels, providing a competitive edge. The BFSI segment is the second largest segment of the end-user and was valued at USD 24.30 billion in 2023.

The rise of countries like India, Philippines, and Chile as preferred call center locations is transforming the market landscape, offering cost advantages and a large talent pool. Simultaneously, mergers and acquisitions and strategic alliances among companies are intensifying, creating a more consolidated market.

However, the increasing cost of call center outsourcing services poses a challenge for businesses, necessitating the need for cost optimization strategies. To capitalize on these opportunities and navigate challenges effectively, companies must stay informed of market trends and adapt to the evolving competitive landscape.

How is this Call Center Outsourcing Industry segmented?

The call center outsourcing industry research report provides comprehensive data (region-wise segment analysis), with forecasts and estimates in 'USD billion' for the period 2025-2029, as well as historical data from 2019-2023 for the following segments.

End-user

  IT and telecom
  BFSI
  Healthcare
  Retail
  Others


Type

  Technical Support Services
  Customer Support Services
  Telemarketing Services
  Others


Deployment

  Onshore Outsourcing
  Offshore Outsourcing
  Nearshore Outsourcing


Organization Size

  Small and Medium Enterprises (SMEs)
  Large Enterprises


Geography

  North America

    US
    Canada


  Europe

    Germany
    Italy
    Poland
    UK


  Middle East and Africa

    UAE


  APAC

    China
    India
    Philippines
    Vietnam


  South America

    Argentina
    Brazil


  Rest of World (ROW)

By End-user Insights

The it and telecom segment is estimated to witness significant growth during the forecast period. The segment was valued at USD 41.00 billion in 2023. It continued to the largest segment at a CAGR of 3.41%.

The market is witnessing significant growth, with the IT and telecom segments leading the charge. Advanced technologies, such as automated call distributors, speech analytics tools, real-time reporting, and customer journey mapping, are transforming call centers, enhancing customer satisfaction and agent performance. Integra