Customer Relationship Management

The customer relationship management (CRM) industry, otherwise known as the outsourced call center industry, is a global, multi ten billion dollar outsourced business services industry that is comprised of outbound and inbound call center services designed to help clients generate revenue and maintain customer satisfaction.
Once a cottage industry that provided only telephone answering services, the CRM industry has expanded to include outbound telemarketing, inbound customer service, help desk technology support and direct response services. This service expansion was achieved through the introduction of new call center technologies in the early 1990s, which made it more cost effective for large corporations and financial institutions to outsource their call center needs to smaller, independently owned CRM companies.   

This cheaper solution started a massive outsourcing movement that caused the CRM industry to explode between the early to mid 1990s and early 2000s. Near-shore and offshore call center companies emerged in the late 1990s to compete with domestic call center companies for market share, but this was met with mixed results as U.S. customers reacted negatively to thick accents and communication challenges. There was also concern that the emergence of the Internet would destroy the CRM industry, however the opposite was true as online shopping generated an expansion in the Direct Response market.

The CRM industry did experience a negative shock in the mid 2000s, when the federal government enacted the Do Not Call (DNC) legislation. Designed to enable consumers to opt out of receiving telemarketing calls, this legislation became an administrative nightmare for CRM companies and their clients. In some instances, CRM companies shut down their telemarketing business altogether! Still the industry survived and continued to thrive as more resources were put toward new inbound and outbound call center solutions, including work-at-home agent (WAHA), Hispanic focused call centers and remote help desk technology support, among others.

Today, the CRM industry continues to evolve and become more global. It continues to offer new growth opportunities for those who understand how to leverage people, process and technology. Kaulkin Ginsberg has enjoyed a successful history of helping CRM companies to grow and sell, and looks forward to continuing this trend well into the future.

Western Wats Center, Inc. (WWC), the largest independent quantitative market research firm in the US, sale to American Capital Strategies, Ltd. (NASDAQ: ACAS).

Teleperformance - AllianceOne

Teleperformance (Euronext: FR 0000051807), the world’s co-leading provider of outsourced CRM and contact center services, acquired AllianceOne, a leading U.S. Accounts Receivable Management (ARM) company.

Pinnacle and NARS

Kaulkin Ginsberg is pleased to announce the sale of O’Currance Teleservices, Inc., a portfolio company of Riverlake Partners. O’Currance is one of the leading providers of direct response marketing telesales services in the U.S. ...

 

 

LATEST BLOGS

Business Valuation: What is it, and do I need one?

January 27, 2015

Do you own a business or know someone who does? Chances are, nearly everyone will answer this question with a resounding, "Yes!" It's a pretty simple question. However, there is another seemingly simple question that few business owners can answer: How much is my business worth?

Many owners say it doesn't matter since they don't plan to sell the business, their kids are going to take over someday, or an eventual sale is years away. This attitude is all... ....
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Financing an Acquisition

January 21, 2015

Interest rates are low, the economy is growing, business is great and you want to make your first acquisition. What's more, you've already identified the perfect add-on opportunity to support the expansion of your current business. However, you don't like the idea of tying up all of your working capital in a new business endeavor, and you still may not have enough cash on hand to make an acquisition outright.


Fortunately, financing options are available if...

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New Moves at the Top of the ARM Industry

January 12, 2015

Last week, West Corp. announced it entered into a definitive agreement to sell its accounts receivable management (ARM) business to Alorica, Inc., a California-based provider of call center solutions. When this transaction closes, West will effectively exit from an industry in which it emerged as one of the biggest players.

This transaction is the latest example of major changes taking place among the largest ARM firms in the United States. Late last... ....
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EVENTS

DBA International's 18th Annual Conference


ARIA Resort and Casino
Las Vegas, NV
February 3rd-5th, 2015

DBA International's 18th Annual Conference - Passport to the Future - is one of the most well attended events in the industry attracting more than 1,500 attendees. As a sponsor, your company will receive unprecedented exposure to potential clients and leaders in the receivables industry. Providing opportunities for exceptional lead generation.......

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ACA of Texas 67th Annual Conference & Expo


Crowne Plaza Austin
Austin, TX
February 16th-18th, 2015

The 67th Annual Conference and Exposition will be moving to Austin, in conjunction with its 2015 Legislative Summit. Come early or stay over, network with your peers, learn from nationally recognized experts and see the latest products and services from our 30 exhibitors.

Mike Ginsberg, President and CEO of Kaulkin Ginsberg, will be speaking.......

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ACA International Spring Forum and Expo


Hyatt Regency
San Antonio, TX
March 25th-27th, 2015

Join your fellow ACA members in San Antonio and reignite your passion for compliance and healthcare collections at the Spring Forum & Expo 2015! Experience fresh approaches around every corner to help your business leap ahead of the competition.

Click here for more information.

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