Telemarketing Bureaus and Other Contact Centers
Description
This U.S. industry comprises establishments primarily engaged in operating call centers that initiate or receive communications via telephone, facsimile, email, or other communication modes for purposes such as: (1) promoting products or services, (2) taking orders, (3) soliciting contributions, and (4) providing information or assistance regarding products or services. Telemarketing bureaus and other contact centers provide these services on behalf of clients and do not own the products or provide the services that they are representing, or they serve other establishments of the same enterprise.
Hierarchy
| Code | Title | Description |
|---|---|---|
| 56 | Administrative and Support and Waste Management and Remediation Services 2-digit sector | The Sector as a Whole The Administrative and Support and Waste Management and Remediation Services sector comprises establishments performing routine support activities for the day-to-day operations of other organizations. These essential activities are often undertaken in-house by establishments in many sectors of the economy. The establishments in this sector specialize in one or more of these support activities and provide these services to clients in a variety of industries and, in some cases, to households. Activities performed include: office administration, hiring and placing of personnel, document preparation and similar clerical services, solicitation, collection, security and surveillance services, cleaning, and waste disposal services. The administrative and management activities performed by establishments in this sector are typically on a contract or fee basis. These activities may also be performed by establishments that are part of the company or enterprise. However, establishments involved in administering, overseeing, and managing other establishments of the company or enterprise are classified in Sector 55, Management of Companies and Enterprises. Establishments in Sector 55, Management of Companies and Enterprises, normally undertake the strategic and organizational planning and decision-making role of the company or enterprise. Government establishments engaged in administering, overseeing, and managing governmental programs are classified in Sector 92, Public Administration. |
| 561 | Administrative and Support Services 3-digit subsector | Industries in the Administrative and Support Services subsector group establishments engaged in activities that support the day-to-day operations of other organizations. The processes employed in this sector (e.g., general management, personnel administration, clerical activities, cleaning activities) are often integral parts of the activities of establishments found in all sectors of the economy. The establishments classified in this subsector have specialization in one or more of these activities and can, therefore, provide services to clients in a variety of industries and, in some cases, to households. The individual industries of this subsector are defined on the basis of the particular process that they are engaged in and the particular services they provide. Many of the activities in this subsector are ongoing routine support functions that businesses and organizations perform in-house. However, it is common to contract or purchase services from businesses that specialize in such activities and can, therefore, provide the services more efficiently. The industries in this subsector cannot be viewed as strictly "support." The Travel Arrangement and Reservation Services industry group includes travel agents, tour operators, and providers of other travel arrangement services, such as hotel and restaurant reservations and arranging the purchase of tickets, serving many types of clients, including individual consumers. This group was placed in this subsector because the services are often of the "support" nature (e.g., travel arrangement) to businesses and other organizations that purchase such services. The administrative and management activities performed by establishments in this sector are typically on a contract or fee basis. These activities may also be performed by establishments that are part of the company or enterprise. However, establishments involved in administering, overseeing, and managing other establishments of the company or enterprise are classified in Sector 55, Management of Companies and Enterprises. Establishments in Sector 55, Management of Companies and Enterprises, normally undertake the strategic and organizational planning and decision-making role of the company or enterprise. Government establishments engaged in administering, overseeing, and managing governmental programs are classified in Sector 92, Public Administration. |
| 5614 | Business Support Services 4-digit industry group | This industry group comprises establishments engaged in performing activities that are ongoing routine business support functions for clients on a contract or fee basis, or serving other establishments of the same enterprise. |
| 56142 | Telephone Call Centers 5-digit NAICS industry | This industry comprises (1) establishments primarily engaged in answering telephone calls and relaying messages and (2) establishments primarily engaged in providing telemarketing services, such as promoting products or services by telephone; taking orders by telephone, facsimile, email, or other communication modes; and soliciting contributions or providing information by telephone. Telephone call centers provide these services on behalf of clients and do not own the products or provide the services that they are representing, or they serve other establishments of the same enterprise. |
| 561422 | Telemarketing Bureaus and Other Contact Centers 6-digit U.S. detail | This U.S. industry comprises establishments primarily engaged in operating call centers that initiate or receive communications via telephone, facsimile, email, or other communication modes for purposes such as: (1) promoting products or services, (2) taking orders, (3) soliciting contributions, and (4) providing information or assistance regarding products or services. Telemarketing bureaus and other contact centers provide these services on behalf of clients and do not own the products or provide the services that they are representing, or they serve other establishments of the same enterprise. |
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Classification References
- 01Answering telephone calls and relaying messages--are classified in U.S. Industry 561421, Telephone Answering Services;
- 02Wholesale or retail sales--are classified in Sector 42, Wholesale Trade, or Sector 44-45, Retail Trade;
- 03Providing automated data processing services and computing infrastructure for call centers--are classified in Industry 518210, Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services;
- 04Providing restaurant meal and grocery order and delivery services (i.e., independent order and delivery services)--are classified in Industry 492210, Local Messengers and Local Delivery;
- 05Organizing and conducting charitable fundraising campaigns on a contract or fee basis, that may include telephone solicitation services--are classified in U.S. Industry 561499, All Other Business Support Services; and
- 06Gathering, recording, tabulating, and presenting marketing and public opinion data, that may include telephone canvassing services--are classified in Industry 541910, Marketing Research and Public Opinion Polling.
Index Items
Customer service call centers
Floral wire services (i.e., telemarketing services)
Online customer service centers
Telemarketing bureaus
Telemarketing services on a contract or fee basis
Telephone call centers (e.g., customer service centers, telemarketing services)
Telephone solicitation services on a contract or fee basis
Wire services (i.e., telemarketing services), floral
How Item Can Help
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Data Intelligence analyzes call center metrics and transaction patterns to optimize staffing schedules and improve route efficiency for deliveries.
External Resources
Census.gov NAICS Detail
Official US Census Bureau definition and scope for NAICS 561422.
National Customer Service Alliance (NCSA)
A trade association dedicated to improving customer service standards and supporting businesses in the contact center industry.
Bureau of Labor Statistics - Telemarketers Occupational Employment
The official U.S. government page providing detailed employment statistics and wage data for telemarketers across various industries.
LinkedIn - Telemarketers & Contact Centers Directory
A professional networking directory featuring thousands of actual companies, job postings, and industry professionals in the telemarketing sector.
