Telephone Support Services Procurement Category Market Research Report from IBISWorld Has Been Updated

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Prices are forecast to continue to rise as the economy bounces back and more businesses seek to add value to their products and services with telephone support; as such, suppliers will be prompted to raise prices in response to the growing demand. For these reasons and to help procurement professionals make better buying decisions faster, business intelligence firm IBISWorld has updated a report on the procurement of Telephone Support Services in its growing collection of procurement category market research reports.

IBISWorld procurement market research
Suppliers are charging higher prices as buyers seek more specialized and complex customer support.

Telephone support services have a buyer power score of 3.1 out of 5, reflecting a moderately positive purchasing environment and a low risk of price volatility associated with telephone support services. “Several factors work in the buyer's favor, but some harm buyer power,” says IBISWorld research analyst Andrew Krabeepetcharat. For example, market share concentration is low, which promotes price-based competition and helps mitigate price growth. And low supply chain risk benefits buyers: input costs for suppliers are steady and reduce the likelihood of sudden price shifts or a discontinuity of service. Switching costs are moderate, though, because certain buyers need to provide substantial training for telephone support staff to handle customer service requests. Additionally, the majority of suppliers have been facing falling profit margins, thus reducing negotiating power for buyers.

Despite some factors working in the buyer's favor, buyers still face the rising cost of telephone support services. Suppliers have been increasing prices during the three years to 2014 in response to growing demand. The recovering economy has allowed many businesses to improve their customer satisfaction through telephone support, providing many suppliers the opportunity to raise prices in an attempt to achieve a higher profit margin. Says Krabeepetcharat, “Increased technological innovation will also prompt price growth as telephone support services further integrate value-added features, such as voice recognition capabilities and simultaneous online support for clients.”

While many suppliers have shifted domestic work overseas to countries with lower wages, many others are moving services back to the United States due to rising wage costs in emerging overseas countries. Over the next three years, prices are expected to continue growing as the economy improves further and more businesses invest in improving their customer satisfaction levels through telephone support services. Fortunately for buyers, price growth is forecast to be steady and predictable with low volatility, reducing the likelihood of sudden price shocks and allowing for better financial planning. Current major players include Sitel Corp., West Corp., Teleperformance and Convergys Corp. For more information, visit IBISWorld’s Telephone Support Services procurement category market research report page.

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IBISWorld Procurement Report Key Topics

This report is intended to assist buyers of telephone support services. Telephone support services allow businesses to offer over-the-phone customer service and technical support related to goods or services sold. This report does not include call forwarding or telemarketing services.

Executive Summary
Pricing Environment
Price Fundamentals
Benchmark Price
Pricing Model
Price Drivers
Recent Price Trend
Price Forecast
Product Characteristics
Product Life Cycle
Total Cost of Ownership
Product Specialization
Substitute Goods
Quality Control
Supply Chain & Vendors
Supply Chain Dynamics
Supply Chain Risk
Competitive Environment
Market Share Concentration
Market Profitability
Switching Costs
Purchasing Process
Buying Basics
Buying Lead Time
Selection Process
Key RFP Elements
Negotiation Questions
Buyer Power Factors
Key Statistics

About IBISWorld Inc.
IBISWorld is one of the world's leading publishers of business intelligence, specializing in Industry research and Procurement research. Since 1971, IBISWorld has provided thoroughly researched, accurate and current business information. With an extensive online portfolio, valued for its depth and scope, IBISWorld’s procurement research reports equip clients with the insight necessary to make better purchasing decisions, faster. Headquartered in Los Angeles, IBISWorld Procurement serves a range of business, professional service and government organizations through more than 10 locations worldwide. For more information, visit or call 1-800-330-3772.

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Gavin Smith
IBISWorld Inc.
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