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

Lou Gehrig and Peter Frates are Forever Linked by the Powerful Message They Conveyed

August 18, 2014

 On July 4, 1939, in his famous farewell speech at Yankee Stadium, Lou Gehrig, terminally ill with ALS, declared himself the l ....
» see this post    » all posts


Update on Healthcare Revenue Cycle Management Activity

March 26, 2013

As we discussed in our year-end report, 2012 was a breakout year for revenue cycle management RCM service providers.M&A activity i ....
» see this post    » all posts


Where M&A and Compliance Intersect

April 17, 2013

M&A activity continues to chug along in the ARM industry despite all of the regulatory and compliance concerns at the state and federal ....
» see this post    » all posts


EVENTS


Debt Connection Symposium and Expo 2014


Red Rock Hotel, Las Vegas, Nevada
September 9th-11th, 2014

Dennis and Judy Hammond present Debt Connection Symposium and Expo 2014, focusing on networking and connecting with clients, service....

» see this event's details


FCIB 25th Annual Global Conference


The Sheraton Inner Harbor Hotel, Baltimore, MD
October 12th-14th

Join FCIB in Baltimore this October for three days of networking with your peers from around the world and educational sessions led by i....

» see this event's details



ARM U


FHI 360 Conference Center, Washington, DC
October 14th-15th, 2014

ARM-U will feature educational presentations, panel discussions and networking opportunities with industry experts, peers and vendors. ....

» see this event's details