Teleservices spending set to boom

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New York--Expenditures on b-to-b and business-to-consumer teleservices are expected to reach $240.5 billion by 2004, up from $147.7 billion in 2000, according to a new survey prepared by Winterberry Group. The findings, amassed through a series of interviews at 13 companies, also revealed that third-party teleservices providers accounted for $19.2 billion, or 13% of teleservices expenditures in 2000. The survey, "Teleservices Industry: Multi-Channel Marketing Drives Universal Call Centers," also showed that inbound teleservices expenditures totaled $76.7 billion in 2000. The findings underscore something that many b-to-b marketers are learning: Spending a lot on customer service-oriented teleservices is a must to complement outbound telemarketing expenditures.
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