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. ...




Podcast: What the ED Contract Delay Means for ARM

October 24, 2016

The wait for the U.S. Department of Education's unrestricted contract drags on. Kaulkin Ginsberg speculated in a recent blog that ED would make awards at the end of their fiscal year on September 30th, but that day came and went without any updates. However, just last week ED announced they now intend to grant contracts by the end of calendar year 2016, ext ....
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Private Equity Buyers and Investors: An alternative exit strategy

October 19, 2016

Selling a business is typically considered an owner's ultimate exit strategy. However, there are a number of factors that need to be considered before taking this step, and perhaps the most important - money aside - is the effect a sale will have on your lifestyle. Although playing golf every ....
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Podcast: The U.S. Dept. of Treasury Contract

October 13, 2016

At midnight on Thursday, October 13, proposals are due from collection agencies for the milestone U.S. Department of Treasury contract to collect non-tax debt. Mike Ginsberg conducted an informative discussion with federal contract expert Randy Kamm about the significance of this contract, the potential for new business in the ARM industry, and what participants should expect from this procurement process. This podcast is a product of KG Prime, Kaulkin Gins ....
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NARCA 2016 Fall Conference

The Cosmopolitan
Las Vegas, NV
October 26th-29th, 2016

NARCA conferences provide a forum to attend cutting-edge educational sessions, earn CLE credits, attend client meetings, and network with professionals from creditors rights law firms, clients and credit grantors, buyers and sellers of consumer debt, and vendors of innovative products and services. NARCA conferences generally attract more ....

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DBA International's 20th Annual Conference

ARIA Resort and Casino
Las Vegas, NV
February 7th-9th, 2017

The premier industry event celebrates its 20th anniversary! DBA International is in full gear making preparations for its 20th Annual Conference. It's one of the most well-attended events in the industry, attracting more than 1,100 participants. The event provides abundant ....

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Collection and Recovery Solutions 2017

Four Seasons Hotel
Las Vegas, NV
May 10th-12th, 2017

This content rich educational conference gives the techniques, strategies and resources for maximizing collection and recovery outcomes. Our goal is to enrich the intensity of the conference for the exhibitor, attendee and sponsor alike with an unparalleled learning experience. This is an exclusive gathering ....

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