Federal NAICS Codes

NAICS 561422: Telemarketing Bureaus and Other Contact Centers

Explore obligations, trends, recent awards, and incumbent contractors for NAICS 561422.

NAICS 561422 federal market metrics

Total obligations
$11.1B
Total awards
303 awards
Active obligations
$3.2B
Size standard
$25,500,000 receipts

What this NAICS covers

NAICS 561422 covers telemarketing bureaus and contact centers that provide outbound and inbound calling services, customer service, appointment setting, campaign management, automated call handling, and quality monitoring.

Federal opportunities under 561422 typically involve contracting for large-scale outreach or constituent contact operations to deliver telephone campaigns, appointment intake, hotline and support services, real-time reporting, performance metrics, quality assurance, and secure handling of caller data.

FY2025 snapshot

Obligations
$208.5M
Awards
24
Average award
$8.7M
Change from FY2024
-7.1%

Recent awards

Search contractors

$4,766,557

MAXIMUS Federal Services, Inc.

Federal Acquisition Service

PIID
47QACA26F0241
PSC
R604 - SUPPORT- ADMINISTRATIVE: MAILING/DISTRIBUTION

$0

ENCORE JV1 LLC

Department of Veterans Affairs

PIID
36C10X26C0006
PSC
R499 - SUPPORT- PROFESSIONAL: OTHER

$5,321,809

KECH INC

Federal Bureau of Investigation

PIID
15F06726F0000006
PSC
R499 - SUPPORT- PROFESSIONAL: OTHER

$2,089,300

CACI, INC. - FEDERAL

Defense Human Resources Activity

PIID
H9821026CE002
PSC
R499 - SUPPORT- PROFESSIONAL: OTHER

$2,999,501

LEIDOS, INC.

Defense Health Agency (DHA)

PIID
HT001126CE012
PSC
R408 - SUPPORT- PROFESSIONAL: PROGRAM MANAGEMENT/SUPPORT

FAQ

What work fits NAICS 561422?
  • Outbound appointment setting for program enrollment with daily call logs, agent-level disposition codes, and weekly performance reports.
  • Inbound hotline handling with scheduled agent shifts, recorded calls retained per retention policy, and Tier 1 troubleshooting scripts and escalation paths.
  • Lead qualification and validated data capture with consent tracking, CSV delivery of qualified leads, and ingestion-ready field mappings for the buyer.
  • Multichannel contact center providing voice and live-chat with workforce scheduling, shrinkage reporting, and agent quality-assurance scorecards.
When is NAICS 561422 a weak fit?
  • IT help-desk outsourcing focused on ticket resolution and incident management: missing outbound calling and per-call disposition metrics that define contact-center outreach contracts.
  • Marketing agency providing creative development and media buying: lacks agent-based telephonic outreach and per-call QA that characterize contact-center procurements.
  • Automated notification or IVR-only messaging systems without human agent handling: missing live-agent outreach, agent dispositioning, and agent-level quality scoring required under this NAICS.
What solicitation language points to NAICS 561422?
  • Statement of work lists agent full-time-equivalent requirements, per-call or per-minute handling expectations, and peak-hour staffing plans.
  • Deliverables specify call recording retention, call disposition reports, and regular QA scorecard summaries for sampled calls.
  • Evaluation criteria cite agent credentialing, onboarding timelines, and quality assurance scoring methodologies tied to per-agent performance.

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