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

Three Major Events Over the Past 25 Years

February 2, 2016

This year, Kaulkin Ginsberg is celebrating its silver anniversary serving the accounts receivable management industry. ARM has changed dramatically over the past 25 years. As I look back, three major ....
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M&A Trends in the Financial Services Industry

January 25, 2016

The financial services industry is a highly-regulated market with increasing levels of oversight as a result of the Great Recession. Although this area has many participants, financial service assets are concentrated and the market is consistently consolidating.

From October 2015 to January 2016 - just four months - there were 93 financial institution mergers alone. During the first three quarters of 2015, there were 224 mergers. That number excludes the 93 merger ....
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GC Services Deal Shows Everything Can Change

January 12, 2016

On Tuesday, we found out that ARM industry titan GC Services was acquired by Owner Resource Group, based in Austin, TX, and NB Alternatives Advisors, a subsidiary of Neuberger Berman. This transaction closed on December 31, but no one knew about it until now. Everything GC Services did, they did so quietly, s ....
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EVENTS

DBA International's 19th Annual Conference

ARIA Resort and Casino
Las Vegas, NV
February 9th-11th, 2016

DBA International's 19th Annual Conference - Moving Forward Together - is one of the most well-attended events in the industry, attracting more than 1,100 participants. The event provides abundant networking opportunities with key players in the debt buying ....

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ACA of Texas 68th Annual Conference & Expo

Menger Hotel
San Antonio, TX
March 14th-16th, 2016

Join the American Collectors Association of Texas for their 68th annual conference and southwest exposition. Build relationships as you exchange ideas with fellow members. Gain insight from their experiences and share bold ideas and solutions of your own. This conference is your time ....

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Debt Collection Forum 2016

Ameristar St. Charles
St. Charles, MO
March 21st - 23rd, 2016

The Debt Collection Forum brings together senior-level executives, front-line collection managers, and compliance professionals from across the country to provide real-world solutions and strategies to problems we encounter every day. Join us at the ....

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