NAICS 561422 Quarterly Industry Report
Telemarketing Bureaus
Comprehensive industry research for valuation professionals, business owners, buyers, and lenders
NAICS Code: 561422Sector: Administrative and Support and Waste Management and Remediation Services (56)Updated: Q1 2026
About This Report
This industry profile for Telemarketing Bureaus and Contact Centers (NAICS 561422) draws on data from the Bureau of Labor Statistics[6], U.S. Census Bureau, and SBA size standards database[7]. Published by Fair Market Value and updated quarterly, it provides valuation professionals, business brokers, and customer service analysts with current market data. The editorial analysis reflects the independent assessment of FairMarketValue.com's research team, with all quantitative claims sourced to publicly verifiable databases.
Industry Snapshot
Key metrics for the telemarketing bureaus industry.
Share of Administrative and Support and Waste Management and Remediation Services
0.7%
By establishment count, 2022 Census[2]
NAICS Sector
56
Administrative and Support and Waste Management and Remediation Services
Industry Definition & Overview
Telemarketing Bureaus and Other Contact Centers (NAICS 561422) encompasses establishments primarily engaged in providing telemarketing services on a contract or fee basis for other organizations. These businesses operate inbound and outbound call centers that manage customer communications through telephone, email, chat, and other digital channels to promote products, process orders, provide customer support, and gather market research information per the U.S. Census Bureau[5].
About 45,800 establishments operate in this sector as of 2025 per the Bureau of Labor Statistics[6]. Employment trends show contraction, with contact center employees declining by 350,000 between 2014 and 2023, reflecting automation and offshore outsourcing patterns. Growth drivers include AI and machine learning integration, multi-channel customer engagement strategies, and expanded remote work capabilities. Hybrid staffing models mixing onshore, nearshore, and offshore agents are now standard.
Per the SBA Table of Size Standards[7], the size standard is $25.5 million in average annual receipts. Services range from simple inbound call handling to sophisticated multi-channel contact center operations employing hundreds of agents managing complex customer interactions and data collection. AI-powered chatbots, sentiment analysis, and predictive analytics are transforming service delivery economics, while compliance with the Telephone Consumer Protection Act and state-level telemarketing regulations adds operational complexity for outbound-focused firms.
What's Included in This Industry
- Telemarketing services promoting client products and services by phone
- Inbound and outbound call center operations
- Order processing and customer transaction handling
- Customer service and technical support provision
- Lead generation and qualification services
- Market research and opinion polling data collection
- Appointment scheduling and calendar management
- Customer complaint resolution and escalation handling
- Multi-channel contact management via email, chat, and messaging
- Call recording, monitoring, and quality assurance
NAICS Classification Hierarchy
| Level | Description | Code |
|---|---|---|
| Sector | Administrative and Support and Waste Management and Remediation Services | 56 |
| Subsector | Administrative and Support Services | 561 |
| Industry Group | Business Support Services | 5614 |
| NAICS Industry | Telephone Call Centers | 56142 |
| National Industry | Telemarketing Bureaus and Other Contact Centers | 561422 |
Related NAICS Codes
| Code | Description | Relationship |
|---|---|---|
| 561421 | Telephone Answering Services | Telephone Answering Services focus on receiving and relaying calls, while contact centers actively initiate outbound campaigns and manage complex multi-channel customer interactions |
| 541910 | Marketing Research and Public Opinion Polling | Marketing Research firms conduct telephone surveys and opinion polling that overlaps with contact center data collection and market research services |
| 541618 | Other Management Consulting Services | Other Management Consulting Services provide campaign planning and marketing strategy that may include contact center services coordination and oversight |
| 561499 | All Other Business Support Services | All Other Business Support Services include fundraising campaign management that often incorporates telemarketing and telephone solicitation activities |
| 517410 | Satellite Telecommunications | Satellite Telecommunications providers supply voice and data services that enable contact center technology infrastructure and communications operations |
| 518210 | Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services | Data Processing and Hosting Services support contact center operations through CRM systems, data analytics platforms, and cloud computing infrastructure |
Geographic Concentration
Top states by share of national establishments.
| # | State | % Est. | Total Est. |
|---|---|---|---|
| 1 | Florida | 11.1% | 372 |
| 2 | Texas | 9.0% | 302 |
| 3 | California | 8.6% | 290 |
| 4 | Ohio | 5.0% | 169 |
| 5 | New York | 4.2% | 142 |
| 6 | Arizona | 4.0% | 134 |
| 7 | Georgia | 3.9% | 131 |
| 8 | Pennsylvania | 3.2% | 109 |
| 9 | Missouri | 3.0% | 101 |
| 10 | Illinois | 3.0% | 100 |
% Of Establishments
0%
11%
Source: County Business Patterns, U.S. Census Bureau[3]
SBA Lending Summary
48
Total SBA Loans
$15.7M
Total Loan Volume
$328K
Average Loan Size
9 yrs
Average Loan Term
10.75%
Average Interest Rate
952
Jobs Supported
Source: SBA 7(a) Program Data, U.S. Small Business Administration — FY 2025[4]
Key Insight: Per the SBA Table of Size Standards[7], the size standard for NAICS 561422 is $25.5 million in average annual receipts. This determines eligibility for SBA-backed financing, federal contracting set-asides, and small business programs. SBA 7(a) loans[8] support equipment acquisition, technology infrastructure, facility expansion, and working capital for qualifying contact center operations. Additionally, 504/CDC loans[9] provide long-term, fixed-rate financing for major fixed assets such as real estate and equipment.
Top SBA Lenders
| # | Lender | Loans | Volume | Avg Loan |
|---|---|---|---|---|
| 1 | University Bank | 16 | $12.6M | $789K |
| 2 | Northeast Bank | 16 | $1.7M | $107K |
| 3 | St. Mary's Bank | 8 | $1.0M | $125K |
| 4 | Readycap Lending, LLC | 8 | $400K | $50K |
Frequently Asked Questions
Common questions about this industry.
What types of businesses use contact center services?
Contact centers serve retail, healthcare, telecommunications, financial services, insurance, and e-commerce companies. Major clients include banks requiring customer service per the Bureau of Labor Statistics[6], retailers managing online orders, software companies providing technical support, and healthcare organizations handling patient inquiries. Both small businesses and large enterprises rely on outsourced contact center operations.
How is the contact center industry structured?
About 45,800 establishments operate nationally per the U.S. Census Bureau[5]. Business models range from dedicated captive centers serving single clients to multitenant facilities managing dozens of campaigns. Many firms operate hybrid models combining onshore, nearshore, and offshore services with remote work arrangements. Employment has contracted by 350,000 positions since 2014 due to automation.
What is the SBA size standard for contact centers?
Per the SBA Table of Size Standards[7], NAICS 561422 has a size standard of $25.5 million in average annual receipts. This qualifies businesses for SBA loans, federal procurement set-asides, and small business support programs.
How do contact centers differ from answering services?
Contact centers (NAICS 561422) initiate outbound calls and manage complex multi-channel communications including email, chat, and social media. Answering services (NAICS 561421) primarily receive and relay incoming calls per the U.S. Census Bureau[5]. Contact centers handle order processing, customer acquisition, and data collection requiring greater operational sophistication and technology.
Which industries outsource most heavily to contact centers?
Financial services, insurance, retail, telecommunications, and healthcare represent the largest client segments. Banks manage customer accounts through outsourced service. Insurance companies process claims and enrollment. E-commerce retailers handle order fulfillment and returns. Healthcare organizations manage patient scheduling and billing inquiries.
What specific activities are included in contact center services?
Core activities include inbound and outbound call handling, order processing, customer service, technical support, lead generation, appointment scheduling, complaint resolution, multi-channel communication management, call recording and quality monitoring, and workforce management per the U.S. Census Bureau[5]. Many centers now incorporate AI chatbots and predictive analytics.
Can contact center businesses get SBA loans?
Yes, businesses meeting the $25.5 million size standard qualify for SBA 7(a) loans[8] supporting equipment, facility expansion, technology infrastructure, and working capital. SBA Express loans offer faster processing for smaller amounts.
Which states have the highest concentration of contact centers?
Texas and Florida lead with the largest contact center workforces. Arizona and Georgia follow with substantial operations per the Bureau of Labor Statistics[6]. Major metros including Dallas, Houston, Phoenix, Tampa, and Atlanta serve as regional hubs. Remote work has distributed employment more broadly since 2020.
Sources & References
Government datasets and editorial sources used in this report.
- [1]U.S. Bureau of Labor Statistics, Quarterly Census of Employment and Wages bls.gov
- [2]U.S. Census Bureau, Economic Census census.gov
- [3]U.S. Census Bureau, County Business Patterns census.gov
- [4]U.S. Small Business Administration, SBA 7(a) Loan Program Data data.sba.gov
- [5]U.S. Census Bureau census.gov
- [6]Bureau of Labor Statistics bls.gov
- [7]SBA Table of Size Standards sba.gov
- [8]SBA 7(a) loans sba.gov
- [9]504/CDC loans sba.gov
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