NAICS 56142 - Telephone Call Centers

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Key Terms

NAICS 5614 NAICS 561 NAICS 56 telephone call centers telemarketing services inbound calls outbound calls government contracts customer service message relay solicitation call center outsourcing communication services IDIQ contracts federal procurement

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Related NAICS Codes for NAICS 56142

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What is NAICS 56142

NAICS code 56142 covers establishments primarily engaged in operating telephone call centers that handle inbound and outbound calls on behalf of clients. These businesses specialize in answering calls, relaying messages, providing telemarketing services, soliciting contributions, and delivering information via telephone and other communication methods. Call centers under this code do not own the products or services they represent but act as intermediaries to support client operations, often serving various industries including retail, healthcare, finance, and government. They may also serve other branches within the same enterprise. Government agencies contract these services to enhance outreach efforts, improve customer service, and efficiently manage large volumes of communications without investing in dedicated internal resources.

Industry Classification for NAICS 56142

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.

Breakdown for NAICS 56142

  • Includes establishments primarily engaged in answering and managing telephone calls for clients.
  • Encompasses telemarketing services such as promoting products and soliciting contributions by phone.
  • Services are provided on behalf of clients without owning the products or services represented.
  • Applies to call centers serving other establishments within the same enterprise.
  • Typical NAICS size standard: establishments with annual receipts up to $30 million.
  • Supports a variety of sectors including government, healthcare, finance, and retail.

Included Activities for NAICS 56142

  • Answering inbound telephone inquiries and relaying messages.
  • Conducting outbound telemarketing and sales promotion calls.
  • Taking orders via telephone, fax, email, or other communication channels.
  • Soliciting donations or contributions on behalf of clients.
  • Providing information and customer support services by phone.
  • Managing appointment scheduling and reservation services.
  • Operating crisis or emergency response hotlines.
  • Handling survey and polling calls for data collection.

Business Types for NAICS 56142

  • Third-party call center service providers.
  • In-house call center operations of large enterprises.
  • Telemarketing firms specializing in outbound campaigns.
  • Nonprofit organizations managing donor solicitation lines.
  • Government-operated communication centers.
  • Business process outsourcing (BPO) companies.

Government Buyers for NAICS 56142

Federal, state, and local government agencies commonly procure telephone call center services to support public information dissemination, citizen engagement, and outreach campaigns. Agencies such as the Department of Veterans Affairs, the Social Security Administration, and public health departments use call centers to handle inquiries, process benefits, conduct surveys, and manage crisis response hotlines. These services enable agencies to maintain continuous, scalable communication channels with the public, ensuring timely and accurate information delivery, while managing costs and improving operational efficiency.

Contract Types & Procurement for NAICS 56142

Contracts for telephone call center services typically include firm-fixed-price, indefinite-delivery indefinite-quantity (IDIQ), and task order contracts. Procurement methods often involve competitive sealed bidding or negotiated procedures, including requests for proposals (RFPs). Contract values vary widely depending on scope, ranging from small local government projects to multi-million-dollar federal contracts supporting nationwide call center operations. Long-term contracts with performance-based incentives are common, reflecting the need for reliable service levels and flexibility to scale during peak demand periods.

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