Local market research specialist SMSR selects KC Contact Centres as outsourcing partner

Tue Feb 28, 2012

Local market research specialist SMSR selects KC Contact Centres as outsourcing partner

KC Contact Centres has been selected by local market research specialists SMSR to carry out telephone surveys on its behalf.

The five-year contract, worth £1.3m, will see KC Contact Centres conduct around 50,000 telephone research interviews for SMSR clients each year. 
KC Contact Centres provides outsourced customer service, sales, research and directory enquiries services to a range of public and private sector clients including BT, MFI, and Hull City Council, for whom it handles more than 15,000 calls per week.

Established in 1991, SMSR specialises in conducting social research for public sector organisations including councils, police forces and Primary Care Trusts.  SMSR provides both quantitative solutions such as postal, telephone, and face to face surveys, citizen’s panels and online research; and qualitative solutions such as focus groups, community engagement events and in-depth interviewing. 

Its decision to outsource telephone surveys to KC Contact Centres means it’s able to handle increases in demand from its growing client base more efficiently.

Darren Hornby, Project Director at SMSR, said: “We’ve been very successful in winning new clients in recent years and this has led to a significant increase in the amount of telephone-based market research we do. We felt the time was right to outsource this aspect of our operations to a specialist partner who can deliver all the benefits of best practice contact centre services, allowing us to focus on what we do best, which is delivering top-quality social and market research that meets our clients’ needs.

“An important factor in choosing KC Contact Centres as a partner is their focus on great customer service. We’ve been able to transfer our call centre operations and call centre agents to them smoothly, confident in the knowledge that calls will be handled on our behalf with the utmost professionalism.”

Tony Jopling, Head of KC Contact Centres, said: “This is an important contract for us. SMSR are well-respected experts in their field and we hope that our partnership with them will lead to us winning more work from market research companies so that we’re able to grow our business and recruit even more local people.”

Last year KC Contact Centres became one of just 10 call centres in Yorkshire to be awarded the Global Standard for quality service by international industry body the Customer Contact Association (CCA). It is ranked 7th in the list of top UK public sector call centres for customer service and is the highest-ranked outsourced public sector contact centre. It is ranked amongst the top 40 of the UK’s 6,000+ call centres.

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