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. ...
Lack of Funding Discourages ARM Startups
June 29, 2016
The number of startups in the U.S. ARM industry has fallen drastically over the past decade. There a many reasons for this trend, but the latest involves the lack of funding from the Small Business Administration for new ventures and mom-and-pop businesses ....
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Brexit's Effect on the U.S. ARM Industry
June 27, 2016
Last week, Great Britain voted to leave the European Union - otherwise known as "Brexit." For all of the talk surrounding one of the most monumental changes to the global economy since the financial crisis of the late 2000s, little has been said about its impact on the U.S. ARM industry.
The most apparent effect of Brexit thus far has been the drastic decline of the British Pound, which reached its lowest levels in 30 years on Friday. The British Pound plummeted b ....
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Regulatory Climate Fueling Tech Vendor Acquisitions
June 14, 2016
Hilton Head, SC
August 2nd-4th, 2016
DBA International's Executive Summit is an intimate event designed to provide the right balance of education, discussion, networking, and breathtaking scenery. A limited audience ensures every voice is heard and the focus is on discussion, not presentations.
This beautiful beach ....
September 13th-15th, 2016
Dennis and Judy Hammond present Debt Connection Symposium and Expo 2016, focusing on networking and connecting with clients, service providers, product suppliers, agencies, attorneys - at a whole new level.
October 17th-19th, 2016
The industry's only event focused entirely on the unique challenges of first-party outsourcing. The inaugural summit on October 2015 was a wild success with more than 190 participants. No exhibit hall, multiple content tracks, intimate setting.