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).
- A letter from Western Wats (PDF – 150k)
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.
- A letter from Teleperformance
(PDF – 252k)
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. ...
U.S. Department of Education to End its Relationship with 5 Collection Agencies
March 2, 2015
As if the U.S. Department of Education's private collection agency (PCA) contract procurement process hasn't been outrageous enough already, Friday's after-hours announcement that it has terminated its relationship with five of its most prominent debt collection agencies puts it completely over the top.
Online reports from the Huffington Post and the Daily News Online say that certain PCAs were providing inaccurate information and misleading distressed... ....
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February 13, 2015
On Valentine's Day, I will celebrate my wife and the wonderful life we share together. Like many other married couples who are fortunate enough to be together for more than two decades, we've experienced a lot together. We've celebrated the birth of our two sons, mourned the passing of family and friends, and experienced numerous significant life changes together.
As a husband, I reflect upon my true love and how privileged I am to have her as a part of my.......
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Kaulkin Ginsberg's Top 10 Reasons for a Flurry of M&A Activity in 2015
February 9, 2015
Faced with numerous challenges over recent years - including fiscal regulation, economic variability and seemingly erratic client behaviors - buyers and sellers of U.S. ARM companies have been reluctant to complete mergers and acquisitions. That is, until now. Over the past six months, we have experienced a flurry of M&A activity, and we are confident this trend will continue in 2015 for the following reasons:
Driven by an owner's desire to sell, or an.......
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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.
Hyatt Regency Washington on Capital Hill
April 14th-16th, 2015
Why is right now so important? The beginning of the 114th Congress is upon us. As a result of the November elections, Republicans now control both the Senate and House, and there is a new determination to get things done. New congressional members are now learning what they need to know about the issues and concerns.......
FHI360 Conference Center
April 23rd, 2015
insideARM.com and the iA Institute host the third annual Larger Market Participant Summit.
This exclusive event caters to the unique interests of the larger firms in the ARM industry, with unparalleled peer networking, best practice discussion, panels focused on the latest issues... and no exhibit hall.
For senior executives only,.......