Rapid, Continued Growth Expected throughout 2004/5
Direct Response Limited, a specialist in voice, data and contact centre services has announced that the last 12 months have been its best yet, with a 2003 turnover of £1,078,000 and a forecast end of year revenue of £2,500,000. Focusing primarily on the small and medium-sized enterprise (SME) market, its growth is attributed to excellent customer service and the fact that smaller firms are embracing the benefits of outsourcing services such as call handling, helpdesk provision and advertising response services.
With over 70 per cent of customers giving four or five out of five for satisfaction, Direct Response’s customers believe that by outsourcing their voice, data or call centre operations they are adding value to their customer service, with 33 per cent noting quality as the main benefit and 27 per cent flexibility*. Outsourcing for SMEs is now a serious and cost effective option in these service categories and Direct Response now has over 250 customers with less than 250 employees.
Its success was noted in a recent Call Centres analysis by industry analysts Plimsoll Publishing Ltd. David Pattison, Senior Analyst at Plimsoll, comments: "Reflecting on the latest period in the Call Centres industry, the top 100 players are a diverse bunch. I believe that the best performance this year was Direct Response Ltd, with a healthy 18 per cent margin and an outstanding 145 per cent growth."
Chris Robinson, managing director of Direct Response, says: “The rise in SME outsourcing has really helped us build momentum and we see this area as a continued growth market over the next few years. Our research has highlighted that; for over 44 per cent of our customers, it is the peace of mind that outsourcing brings that is their main driver. Others take the plunge to improve flexibility or save time and hassle. Small businesses need to focus on their core activities but still ensure critical communication channels are reliable and stable. Outsourcing is now a cost effective way of doing this, provided quality is built-in. That’s why we’re doing so well.”
* Based on a customer poll undertaken in April 2004.
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Notes to Editor
Direct Response Ltd (DRL) helps businesses communicate with their customers through voice, data, and call centre services. Based in the UK, the executive team comprises voice, data, and call centre specialists with more than 10 years experience in the industry and clients range from SOHO and SMEs through to blue chip organisations.
To find out more about Direct Response please visit its website on www.drltd.com
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