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NAICS Code· 561422

NAICS 561422: Telemarketing Bureaus and Other Contact Centers

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. Cross-References. Establishments primarily engaged in--Show more

NAICS 561422 – Telemarketing Bureaus and Other Contact Centers encompasses outsourced customer service, inbound and outbound call center operations, and multi-channel contact center solutions deployed to support federal agency communications. This includes telephone-based outreach for public information campaigns, benefits enrollment assistance, survey collection, appointment scheduling, and customer support functions delivered through voice, email, chat, and SMS platforms.

46
Active Contracts
$41.2M
Total Obligations (12mo)
23
Awarded Contracts (12mo)
18
Contractors Awarded (12mo)
1
Median Bidders per Award
-87.3%
YoY Growth

Industry Spending Overview

Federal obligations, top contractors and agencies, and related industry codes for NAICS 561422.

AI Industry Description

NAICS 561422 – Telemarketing Bureaus and Other Contact Centers encompasses outsourced customer service, inbound and outbound call center operations, and multi-channel contact center solutions deployed to support federal agency communications. This includes telephone-based outreach for public informa...

NAICS 561422 – Telemarketing Bureaus and Other Contact Centers encompasses outsourced customer service, inbound and outbound call center operations, and multi-channel contact center solutions deployed to support federal agency communications. This includes telephone-based outreach for public information campaigns, benefits enrollment assistance, survey collection, appointment scheduling, and customer support functions delivered through voice, email, chat, and SMS platforms. These services are critical to maintaining citizen engagement, ensuring regulatory compliance, and improving service delivery efficiency across a range of government programs. In the federal contracting landscape, this NAICS code enables agencies to scale support capacity without maintaining in-house infrastructure, often leveraging third-party vendors with specialized compliance frameworks for data privacy and call recording standards. No contractor data is available to identify top performers in this sector. However, the competitive landscape typically includes large business process outsourcing firms, small businesses certified under SBA programs such as 8(a), HUBZone, or WOSB, and niche contact center providers with federal compliance expertise in HIPAA, FISMA, or CMMC frameworks. No agency data is available to identify primary buyers. Demand is generally driven by agencies with high-volume public-facing operations, including the Department of Health and Human Services, Social Security Administration, Department of Veterans Affairs, and the Internal Revenue Service, particularly for enrollment, claims processing, and public education initiatives. The market is characterized by high opportunity density due to the recurring nature of citizen services and the federal government’s ongoing emphasis on digital transformation and cost-efficient service delivery. Contractors with proven experience in secure, scalable contact center platforms, workforce training for federal protocols, and integrated CRM systems are best positioned to compete. Trends indicate growing demand for omnichannel support and AI-assisted routing, creating openings for vendors who can deliver compliant, resilient, and adaptive customer engagement solutions.

Small Business Size Standard

The SBA threshold that decides who can bid NAICS 561422 work as a small business.

$25.5M
Applies to the whole industry code

The SBA cap for this NAICS (13 CFR 121.201). A business at or under it can self-certify as small for work in this code, which is what makes it eligible for a small-business set-aside. The cap is set per NAICS, so the same company can be small in one code and not in another.

13 CFR 121.201, effective January 1, 2026. The SBA revises the table roughly once a year.

Top Contractors

Companies with the highest total award value under NAICS 561422, ranked by dollars won.

Ranked by total awards
CompanyTotal AwardsContracts
STRATEGIC BPO SOLUTIONS LLC$11.8M1
STRATEGIC DATA SYSTEMS, INC.$6.9M2
KECH INC$5.3M1
MAXIMUS FEDERAL SERVICES, INC.$4.8M3
LEIDOS, INC.$3.0M1
EDGEWATER FEDERAL SOLUTIONS, INC.$2.5M1
CACI, INC. - FEDERAL$2.1M1
MALMAR LLC$1.4M1
CTI RESOURCE MANAGEMENT SERVICES, INC.$1.2M1
ITM MARKETING, INC.$718K1

Top Agencies

Federal agencies directing the most contract spending toward NAICS 561422.

Department Of Defense5 awards$14.6M
Department Of Health And Human Services (hhs)7 awards$14.0M
Department Of Justice1 award$5.3M
General Services Administration4 awards$4.8M
Department Of Housing And Urban Development1 award$1.4M
Department Of The Treasury (treas)1 award$571K
Department Of Agriculture1 award$500K
Department Of State2 awards$28K
Department Of Veterans Affairs1 award$0

Competition

How many companies historically bid on federal awards in NAICS 561422, from bidder counts reported on USAspending.

Usually Single-Bid

Half or more of reported awards drew exactly one bidder, usually a sign of incumbent-held work rather than an open field. · 305 reported awards

Median Bidders

1

Per reported award, all-time

Single-Bid Awards

63%

Share of reported awards with one bidder

10+ Bidder Awards

11%

Share of reported awards with 10+ bidders

Reported Awards

305

83% of 367 total awards

Bidder Count Distribution by Fiscal Year

Share of reported awards in each bidder-count bracket per federal fiscal year.

How this code compares up the NAICS hierarchy. Parent cohorts pool every code under their prefix, so they are the steadier baseline when a 6-digit sample is thin.

Industry FamilyCompetitionMedian BiddersSingle-BidBidder MixReported Awards
561422This Code
Telemarketing Bureaus and Other Contact Centers
Usually Single-Bid163%
30583% of 367
56142NAICS Industry
Usually Single-Bid168%
4,57091% of 5,003
5614Industry Group
Business Support Services
Usually Single-Bid157%
106,43386% of 123,883
561Subsector
Fewer Bidders248%
847,72079% of 1,066,351
56Sector
Administrative and Support and Waste Management and Remediation Services
Fewer Bidders245%
1,121,39177% of 1,461,546

Bidder counts reported on past federal awards in this NAICS (USAspending). An open opportunity has no bidders yet, so this is the historical norm for similar work, not a fact about this solicitation. Not all awards report bidder counts, and fewer bidders often means incumbent-held work rather than an easier win. Federal reporting of bidder counts fell from ~96% of awards (FY2016) to ~30% (FY2018 onward); the chart shows shares of reported awards, and washed-out stretches mark years with fewer than 30 of them.

Related NAICS Codes

Industries similar to Telemarketing Bureaus and Other Contact Centers, by shared sector, subsector, and industry group.

Document Preparation Services

This industry comprises establishments primarily engaged in one or more of the following: (1) letter...
561410Same Industry GroupHigh Similarity

Telephone Answering Services

This U.S. industry comprises establishments primarily engaged in answering telephone calls and relay...
561421Same Industry GroupHigh Similarity

Private Mail Centers

This U.S. industry comprises (1) establishments primarily engaged in providing mailbox rental and ot...
561431Same Industry GroupHigh Similarity

Other Business Service Centers (including Copy Shops)

This U.S. industry comprises (1) establishments generally known as copy centers or shops primarily e...
561439Same Industry GroupHigh Similarity

Collection Agencies

This industry comprises establishments primarily engaged in collecting payments for claims and remit...
561440Same Industry GroupHigh Similarity

Credit Bureaus

This industry comprises establishments primarily engaged in compiling information, such as credit an...
561450Same Industry GroupHigh Similarity

Repossession Services

This U.S. industry comprises establishments primarily engaged in repossessing tangible assets (e.g.,...
561491Same Industry GroupHigh Similarity

Court Reporting and Stenotype Services

This U.S. industry comprises establishments primarily engaged in providing verbatim reporting and st...
561492Same Industry GroupHigh Similarity

Explore contracts across multiple NAICS codes Browse all NAICS Codes

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NAICS 561422 FAQ

Frequently Asked Questions

NAICS code 561422 covers Telemarketing Bureaus and Other Contact Centers. 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. Cross-References. Establishments primarily engaged in--

Recently Posted in Telemarketing Bureaus and Other Contact Centers

NAICS: 561422
Awarded
SLED
Mile High United Way / Resource Contact Center
Solicitation # NPSS1-FHLA-2027000065-1
The Colorado Department of Public Health and Environment Prevention Services Division intends to award a sole source contract to Mile High United Way for the operation of a statewide Maternal and Child Health Resource Contact Center. This initiative aims to establish a toll-free information center to support Colorado's maternal and child health priorities in accordance with statutory mandates under Title V of the Social Security Act. The contract is estimated to be valued at 525,000 dollars with a proposed term running from October 1, 2027, through September 30, 2032. The justification for the sole source procurement is based on Mile High United Way being the only entity capable of providing the necessary breadth of statewide resource and referral services required for the project. This procurement is identified by solicitation number NPSS1-FHLA-2027000065-1. Interested parties were directed to submit comments or objections to Buyer Kristi Gamble by the response deadline of October 15, 2026.
CDPHE - Prevention Services Division

POSTED

3 days ago

DEADLINE

in 3 days
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NAICS: 561422
New
SLED
Benefits Advocacy and Member Support ServicesThe Benefits Advocacy and Member Support Services subcontract involves providing direct-to-employee support and claims advocacy for prime contractors managing City of Santa Fe employee benefits projects. The selected provider will operate a dedicated employee call center to handle benefits inquiries and offer multilingual support via email and text to resolve disputes with insurance carriers. To successfully execute this contract, the provider must maintain a robust call center infrastructure, including IVR and CRM systems, while ensuring full HIPAA compliance. The primary deliverables include the delivery of ongoing member support services and the successful resolution of claims advocacy cases.
City of Santa Fe

POSTED

4 days ago

DEADLINE

in 21 days
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NAICS: 561422
New
SLED
Benefits Participant Help DeskThe Benefits Participant Help Desk subcontract involves providing comprehensive customer service and support for prime contractors operating on projects within Wayne Township, New Jersey. The selected provider will manage participant inquiries related to COBRA, FSA, and Retiree billing, while also assisting with the processing of claims submissions and election forms. To execute these duties, the contractor must utilize call center software, CRM, or ticketing systems and maintain strict HIPAA compliance to ensure the secure handling of Protected Health Information. Managed by the New Jersey Purchasing Division, this opportunity falls under NAICS code 561422. Performance will be evaluated based on specific response and resolution rates to ensure high-quality participant support. The solicitation was posted on October 8, 2026, with a response deadline set for October 29, 2026.
Purchasing Division

POSTED

4 days ago

DEADLINE

in 17 days
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NAICS: 561422
Closed
SLED
HBX RFP- Call Center Services
Solicitation # DOC844161
Solicitation DOC844161 is a request for proposals from the District of Columbia Health Benefit Exchange Authority to secure a fixed-price contractor to staff, train, and manage customer service representatives for two contact centers: the DC Health Link/Exchange and the Massachusetts Health Connector for Business. The contract includes a base period starting October 1, 2027, with option years extending through September 30, 2032. The selected contractor will be responsible for operating the centers under various volume scenarios and must provide a comprehensive suite of deliverables, including project management, transition, and quality assurance plans. Performance is governed by strict service level agreements and key performance indicators, with liquidated damages applicable for missed targets regarding call handling, response times, and quality assurance. The contract mandates rigorous compliance with District of Columbia regulations, including the First Source Employment Agreement, which requires a 51 percent hiring goal for DC residents and adherence to the Living Wage Act. Bidders must submit a detailed SBE Subcontracting Plan with a 35 percent goal for small business enterprises and provide certifications regarding equal employment opportunity and non-discrimination. Due to the nature of the services, the contractor must adhere to the Exchange Privacy and Security Compliance Addendum, ensuring the protection of personally identifiable information and federal tax information in accordance with HIPAA and ACA standards, with a requirement to report potential privacy incidents within one hour.
Health Benefit Exchange Authority (DCHBX)

POSTED

5 days ago

CLOSED

3 days ago
View Details
NAICS: 561422
New
Federal
Multi-Channel Contact Center OperationsThis subcontract for Multi-Channel Contact Center Operations supports prime contractors on OPM BENEFEDS projects. The scope of work involves managing a bilingual English and Spanish customer service environment that handles inquiries through telephone, IVR, email, secure messaging, mail, and TTY/relay. The selected provider will be responsible for staffing, training, case resolution, and quality assurance monitoring to ensure effective managed customer support and the delivery of detailed resolution reports. The project is managed under the Office of Personnel Management, specifically the OPM DC Central Office Contracting, with the place of performance located in Macon. The opportunity is categorized under NAICS code 561422. Interested parties should note the response deadline of October 26, 2026.
OPM Dc Central Office Contracting

POSTED

5 days ago

DEADLINE

in 14 days
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NAICS: 561422
SLED
Multi-lingual Transit Dispatch ServicesThis subcontract for the Town of Wendell in North Carolina involves providing multi-lingual transit dispatch and customer support services for microtransit projects. The selected provider will operate a call-in center to assist riders who cannot use mobile applications, coordinating ride requests and communicating with drivers to ensure a maximum wait time of 30 minutes. The scope of work requires 24/7 or scheduled support and the seamless integration of dispatch software. The solicitation was posted on October 5, 2026, with a response deadline of November 16, 2026. Classified under NAICS code 561422, the contract focuses on maintaining high accessibility and efficiency for transit users through professional dispatching and multi-lingual proficiency.
Town of Wendell

POSTED

7 days ago

DEADLINE

in about 1 month
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NAICS: 561422
SLED
EBT Customer Service Call Center and Automated Response Unit (ARU)This subcontract involves providing customer-facing support services for prime contractors working on Virginia Department of Social Services projects. The primary scope of work includes the operation of a customer support call center and the management of an Automated Response Unit to handle balance inquiries and PIN changes. To execute these tasks, the contractor will utilize IVR software, telephony systems, and CRM tools while ensuring all customer processing adheres to strict Federal regulations. The project is based in Richmond and falls under NAICS code 561422. The key deliverables are a fully operational customer support center and a functional Automated Response Unit. Interested parties should note the response deadline of October 28, 2026.
Department of Social Services

POSTED

7 days ago

DEADLINE

in 16 days
View Details
NAICS: 561422
SLED
Outage Dispatching and Customer Communication ServicesThis subcontract for the City of Hudson, Ohio, involves providing outage dispatching and customer communication services for Public Works Department electric operations projects. The selected provider will be responsible for call intake, documenting outage reports, coordinating the deployment of field crews for prime contractors, and managing automated status updates and notifications for customers. To successfully execute these duties, the contractor must possess the necessary telephony, call center infrastructure, and specialized dispatching software. The agreement is structured as a three-year term to ensure continuous communication and dispatching support. Interested parties should note that the solicitation was posted on October 4, 2026, with a response deadline of October 28, 2026. The project falls under NAICS code 561422 and is managed through the City of Hudson's procurement process.
City of Hudson

POSTED

8 days ago

DEADLINE

in 16 days
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NAICS: 561422
SLED
RFP # R00B7600009 Child Care Call Center and Administration Services
Solicitation # R00B7600009
The Maryland State Department of Education is soliciting proposals under RFP R00B7600009 for a qualified service provider to manage the Child Care Scholarship (CCS) program's customer service and administration. The selected contractor will be responsible for eligibility determinations, case management, provider payment administration, accounts processing, and audit and compliance functions. To support these operations, the contractor must provide all necessary staffing and technology, including call center telephony, computers, and a case management solution. The technical architecture requires integration with the MSDE Unified Architecture, utilizing Salesforce CRM for case workflows and user authentication, while interfacing with the legacy CCATS platform for intake and financial processing. This solicitation is categorized under Management and Business Professionals and Administrative Services, with procurement goals of 20 percent for Minority Business Enterprises and 5 percent for Veteran-owned Small Business Enterprises. The contract is designated as a Tier 1 Contract, meaning it must comply with Maryland Living Wage requirements for employees spending at least half their time on the project. Bidders are required to disclose the locations from which services will be performed and provide a history of prior state contracts from the last five years to assist in the evaluation of experience and past performance. The response deadline for this solicitation is November 6, 2026.
Maryland State Department of Education

POSTED

10 days ago

DEADLINE

in 25 days
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NAICS: 561422
Awarded
International
Contingency Supervision Hub
Solicitation # C4354
The Financial Conduct Authority has awarded a contract to Foundever GB Limited for the Contingency Supervision Hub to provide scalable contingency contact operations. This service is designed to manage fluctuations in contact volume resulting from mass call events or the invocation of business continuity plans. The contract was awarded without competition via Lot 1: Citizen Experience of the Outsourced Services framework. The agreement is valued at 104,166.67 GBP excluding VAT and covers a one-year term from June 26, 2026, to June 25, 2027. Identified by solicitation number C4354 and NAICS code 561422, the contract ensures the agency has the necessary operational capacity to maintain communication standards during critical or high-volume periods.
Financial Conduct Authority

POSTED

10 days ago

DEADLINE

N/A
View Details
NAICS: 561422
SLED
Member Services Call Center OperationsThis subcontract for Member Services Call Center Operations supports prime contractors on EOHHS FIDE-SNP program projects for the State of Rhode Island. The selected provider will manage general member services and urgent or emergent lines, handle grievances, process MMB card replacements, and facilitate warm handoffs to NEMT brokers. The scope of work includes providing all necessary staff and equipment to support callers with disabilities or limited English proficiency to ensure comprehensive operational delivery and accurate member record updates. The opportunity is categorized under NAICS code 561422 and was posted on October 2, 2026. Interested parties must submit their responses by the deadline of November 4, 2026. Further details regarding the bidding process can be accessed through the Rhode Island Division of Procurement portal.
State of Rhode Island

POSTED

10 days ago

DEADLINE

in 23 days
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NAICS: 561422
SLED
Member Support & Call Center ServicesThis subcontract for Member Support and Call Center Services involves providing direct member support and customer service for prime contractors managing behavioral health projects for the State of Ohio's Administrative Services agency. The selected provider will operate a call center dedicated to resolving member inquiries and will be responsible for providing necessary staffing for open enrollment activities and health fairs. To ensure compliance and quality of care, the contractor must maintain a HIPAA-compliant call center environment and employ staff specifically trained to handle behavioral health benefit inquiries. Interested parties should note the response deadline of November 13, 2026, for this opportunity categorized under NAICS code 561422.
Administrative Services

POSTED

10 days ago

DEADLINE

in about 1 month
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