I've been in the call center, direct marketing, and data sales industries for the past 10 years. Recently I've noticed a trend that maybe I could get some answers on, a few things actually. The first is that it seems that your small call centers, your 0 to 20 seaters, are virtually non-existent. Is it because you outsource to larger centers or is there a general decline in the smaller organizations?

Secondly, more and more people in the position to purchase data, whether larger companies or small, are going for the "low-ball". They will inquire about data in large volume, get quoted out at the corresponding price, then come back with "OK great, we'd like to test 5K for $0.005 per record". I was under the impression that it is known that data pretty much comes from the same few sources and when it's all said and done trust, quality, turn around, and customer service are the key factors to a good client-broker relationship. My question is....are lead providers and direct marketing brokers that horrible these days? Does my industry have that bad of a reputation? I am genuinely curious as I am thinking about merging with a direct mail company. Any comments on how to go above and beyond are greatly appreciated.

Lastly, a lot more clients that normal are asking that data be scrubbed thru the DNC prior to delivery. Now, this is standard as I receive the data from my vendor pre-scrubbed, but isn't it a fact that most if not all call centers should have the software or the knowledge to run DNC scrubs on their end? Also, I would like info on how I would go about scrubbing my "in-house" and aged database thru the current DNC.

Thank you!

Michael Johansen

Hi Michael,According to a 2007 survey, there are around 4500 small contact centres in the UK (less than 250 agent positions) employing around 266000 people.Trend seems to be for this sector to continue to slowly grow.

Interesting. How many of those 4500 UK Call Centers run US campaigns do you think? Is there a large market out there for overseas call centers requiring US data? Also, and feedback on how a data company such as myself can go above and beyond?

Michael Johansen

Michael.

As far as I'm aware there isn't a strong UK-US calling
market. This is driven by the high comms costs, high seat / agent costs as
opposed to what is deemed 'offshore'.

This in turn feeds a high cost per aquisition when compared
to the 'offshore' environments.

Of the 4500 Ann-Marie has mentioned a large (c80% ) proportion will
be 'in-house' operations. The rest being outsourcers catering mainly
to the UK/EU market. I *may* be wrong but I can't thing of anyone offhand doing
OB outside the country or IB outside Europe (The exceptions being Airline follow the sun setup's,
Lufthansa in Ireland / Netherlands springs to mind).

Your target market is probably outside Europe, mainly middle / far east / Pacific rim.
Although Eastern Europe may do some.

At the same time may I just remmind you of CCV's advertising policy, you'll
see it when you go to place a post.

Hope the above is of some help.

Regards

DaveA