Telemarketing Bureaus and Other Contact Centers

NAICS code 561422 covers Telemarketing Bureaus and Other Contact Centers, a broader category than basic answering services that includes outbound calling, multi-channel contact centers, and more complex customer engagement operations. This industry includes establishments primarily engaged in operating telemarketing bureaus and providing customer contact center services on a contract or fee basis.

Government agencies use contact center services for citizen outreach, survey administration, benefits enrollment campaigns, and complex customer service operations. Unlike basic answering services, these contracts often involve outbound calling, multi-channel support (phone, email, chat), and more sophisticated customer engagement.

The Census Bureau is a major user of contact center services for decennial census operations. Other significant buyers include CMS for Medicare enrollment support, IRS for taxpayer assistance, and agencies administering grant programs or benefits outreach campaigns.

Contractors under NAICS 561422 provide comprehensive contact center operations including outbound campaigns, inbound customer service, multi-channel support (phone, email, chat, social media), survey administration, and lead qualification. Advanced capabilities like predictive dialers, CRM integration, and analytics are often required.

The size standard of $25.5 million reflects the infrastructure requirements for modern contact center operations. Small businesses with specialized capabilities in government program support or multilingual services can compete effectively.