TMCnews Featured Article

In these days of Do Not Call legislation and the enforcement of the TCPA (Telephone Consumer Protection Act), those in the business of Direct- and Automated Dialers have been taking a beating. As federal officials crack down on those trying to flout the law, it’s been tough on others who are just trying to make an honest living. But in what might be the proverbial light at the end of a tunnel, it would appear things are finally turning around in their favor.

According to a new study from industry giant Research and Markets, the field is primed for growth. R&M’s (News - Alert) latest study, “2015-2016 Outbound solutions Product and Market Report” analyzed the competitive landscape and provides insights into “market activity, customer satisfaction with vendors, and implementation best practices to help users realize the greatest continuing return on their technology investments.” Among the report highlights:

• A new day is dawning for the outbound solutions sector, with the prevalence and effectiveness of good proactive customer care and a new round of innovation that is empowering companies to reach out cost effectively to their customers;
• Outbound interactions are no longer regarded as a nuisance. “Today, strategic outbound touches are actually welcomed by consumers. PCC efforts and live outreach can yield significant benefits like better business results, greater customer loyalty and improved Net Promoter Scores, by facilitating multi-channel outreach that puts the customer's needs first,” the report notes.
• The rebirth of this market . . . will drive even more growth than initially predicted. “It is expected the number of outbound dialing seats -- agent-assisted -- will grow by seven percent in 2015, eight percent in 2016 and 2017, and seven percent in 2018 and 2019.”

Still, the good news comes with caveats. “With many solutions to choose from and significant differences among the offerings, the outbound market can be confusing for buyers to navigate,” the report says. “It is advised buyers dedicate time to researching the options, and consider other users' experiences when acquiring new technology.”