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Call Management Enters the UK Market

Call Management was set up 12 years ago with a very basic mission. We wanted to provide the SME sector with a 24 by 7 telephone answering service support package at a fraction of the in-house cost.

Call Management Enters the UK Market

The Irish market has experienced a fair degree of turbulence over the last 12 years. We had the turn of the century and the buzz it created, then the upturn in the economy and the current recession that kicked in 2008/2009.

As a result Call Management has spent the last 2 years concentrating on the overseas market especially the UK.

We have carried out an extensive feasibility study in conjunction with Enterprise Ireland that comprised the following sectors, competitor, customer and market analysis.

We have uncovered major differences between the Irish and the UK market.

Public Tenders

In relation to public tenders, we were applying for and completing tenders as per the Irish system. In the UK it would be unusual for a public tender to be awarded to a company that is unfamiliar to the awarding public sector body. This was highlighted to us by our UK based consultant. We have saved us time, money, stress and endless disappointment as we were continuously being knocked back and didn’t really understand why.

We have also discovered that our UK based competitors are pricing per minute. In Ireland we tend to have a fixed monthly fee plus price per call.

The UK sector is more focused on internal social policies such as environmental, ethnic, equality, disability and discrimination policies. In Ireland it is becoming an integral part of our business ethicate but the UK based companies have documented procedures that are standard.

Working with Irish Companies

On a positive note, indigenous UK companies love working with Irish companies. Based on our research there is a common trend across all market sectors. In general, the Irish people are seen as friendly, hard working, professional and easy to work with. Specific to our sector, The Customer Relationship Management (CRM) field our biggest asset is our accent, people like dealing with Irish people because we have soft tones and it lends itself to the CRM field.

Our research took us 9 months and like all research projects it is on-going so if you need advice please let us know and we would be delighted to share what we have learnt.

For further information please contact us by email mfriel@ck.callmanagement.ie or phone 0214824300

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