Not all call centres heading offshore

A Sydney-based call centre business is bucking the offshoring trend, with plans to expand its service offering to Australian businesses as well as those in Europe.

A Sydney-based call centre business is bucking the offshoring trend, with plans to expand its service offering to Australian businesses as well as those in Europe.

Forrest Marketing Group, which was established in 2006 in Manly Vale on Sydney’s northern beaches, is seeking to expand into the UK market while simultaneously further growing its reach locally.

“As a specialist lead generation/appointment-setting organisation, I believe the key to our success is that we have developed a unique market research approach to our calls that enables our agents to develop natural conversations that uncover a prospect’s needs and enables us to present our client's services as solutions to all levels of decision makers across almost all industries,” the group’s founder and managing director, Richard Forrest, said.

“Lead generation is essential for all organisations large and small, and as a business you can’t just rely on inbound enquiries to generate new sales and business growth. You need to be proactive with outbound calls.”

Despite the trend across most Western nations to move their call centre operations offshore to emerging countries, Mr Forrest said that Forrest Marketing Group has grown from three part-time salespeople working for one client a decade ago to employing 90 people on more than 100 campaigns.

The group’s client list now includes well-known brands such as Adobe, David Jones, Boral, Reader's Digest and Harvey Norman.

“We believe that we will grow to 120 people here in the next year or two, as well as employing up to 35 people in England in the very near future,” he said.

The new UK division will operate from 7 March under the name Air Marketing Group.

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