Consumer Contact Resources

Outsourcing Telephone Data Collection - Option or Necessity?

Whitepapers & Case Studies, Published on February 21st, 2009
PDF Attachment

Telephone research is going to shrink dramatically over the next few years as more of the price-sensitive work migrates to the internet. However, for most small and mid-sized research firms, telephone will still be an important second tool – particularly for customer satisfaction and B2B projects. As the telephone business shrinks, its dynamics will change

• Supply and demand will be more volatile
• Fewer companies will be able to manage the uncertainty.

If you’re still operating an in-house call center you need to rethink your position. You’re going to find it more difficult to manage overheads and you can expect your cost and quality to suffer.

If you’re already outsourcing telephone work, you need to take a second look at how you’re doing it. Too many firms are outsourcing ineffectively – spending too much, and getting too little in return.

I’ve been in marketing research for over 40 years now. For the last 25 of those years I’ve specialized in data collection. When I started in this business, interviewers went door to door and cross-tabs were done on card sorters. Door-to door migrated to malls, central location and telephone. The card sorters gave way to mainframes and PCs. None of these changes happened as fast or dramatically as what’s happening now between telephone and on-line.

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