The UK Contact Centre Executive Directory

The UK Contact Centre Executive Directory

The Executive Directory is a database of key personnel within 1,200 UK businesses which run significant contact centre operations (at least 50 seats). It is a sister database to the UK Contact Centre Operations Directory, and has been created to aid the sales and marketing efforts of those solution providers which wish to target Director- and Executive-level contacts, rather than solely operational management.

For ease of explanation, please read through the list of frequently-asked questions below. If we haven't answered your question, please email or call us.

Content

What information is held in the UK Contact Centre Executive Directory?

The Executive Directory provides contact data on senior personnel within companies which run significant UK contact centre operations. Please download the current specification sheet from here.

Are records broken down by size band?

Contacts are segmented both by the numbers of staff working in the business as well as the number of contact centre agent positions within the company.

What are the criteria for entry into the Executive Directory?

Generally, the business must have UK contact centre operations with at least 50 agent positions in total. (However, there may be a small number of businesses with slightly fewer). There are around 1,200 UK businesses presently fitting this criteria in the Executive Directory.

What's the difference between the Executive Directory and the Operations Directory?

The Executive Directory contains information upon senior personnel who may make final decisions about issues connected with the contact centre. Some solution providers (e.g. outsourcers, CRM providers, system integrators, consultants etc.) find that a successful marketing campaign requires contacts at a senior, non-operational level . Others find that a two-pronged approach works best, where talking to both senior, non-contact centre personnel as well as contact centre management develops demand and knowledge at both budget-holding and operational levels. Please note, there may be a few cross-over records where, for example, the most senior customer services contact (who may be a contact centre director or manager) is included in the Executive Directory as well as being the main operational contact to be included in the Operations Directory.

For businesses which market directly to contact centre operational management (call centre manager, IT manager, HR manager, etc.), the UK Contact Centre Operations Directory may be more suited to your needs.

What information is held in each record?

Each record contains the contact's title, first name, surname, job title, company, office telephone, office postal address, vertical market, company size and contact centre(s) size in agent positions.

We have also tried to capture email addresses, which are available in around 70% of cases. We test emails several times in a live environment before database release, but cannot guarantee 100% accuracy..

Does the Executive Directory include information on the actual contact centres each business runs?

No. This information is only available in the UK Contact Centre Operations Directory.

Has every contact got "Director" in their title?

No. The senior people in many businesses do not have "director" in their titles, even though they are the senior person for that role. This especially applies to HR, customer service and IT. We have included the details of the most senior person which the business offered as their contact for that function. You may purchase only those records with "Director" in the title if you wish - see below for guidelines on renting extracts from the Directory.

In which format does the Executive Directory come?

It is available as a spreadsheet in Microsoft Excel format, and is delivered via email.

Methodology and accuracy

How and when was this information collected?

This information was cleaned by telephone research between December 2007 and February 2008.

How accurate are email addresses?

Collecting email addresses by telephone is extremely prone to inaccuracies, especially when talking to people who are providing the email address on behalf of a third-party, as many opportunities exist to mis-pronounce, mis-hear and mis-type information. In a significant number of cases, the information provided by the business is unintentionally wrong, or may be changed in the course of the research period. We have checked it using an automated verification system as well as live tests, but cannot make any guarantees.

What are the implications of the Data Protection Act and new EC regulations on the Executive Directory?

Basic information on likely companies fulfilling the entry criteria is gathered from publically-available information (company name, Head Office telephone number). These companies are then contacted by telephone, and information about the company and key personnel is offered to the researchers. This information is freely offered on behalf of colleagues in a business-only environment and limits the effects of the DPA and new EC regulations. The Data Protection Registrar has confirmed that the DPA does not apply to the creation of these Directories. However, individuals working in partnerships or as sole traders must be treated as consumers and "opt-in" to receiving messages, although there will be very few, if any of these listed in the Executive Directory.. We strongly recommend that businesses using either of the Directory products available from ContactBabel offer a clear "remove" option on every email.

How often is the information updated?

Every six months: the next update will be available in early 2008. Prices quoted here are only for an extract under £3,000 - quotes in excess of this will receive the entire Directory, plus Operations Directory for no extra charge.

Pricing, purchase and usage

Which type of businesses would find this database useful?

Those influencing, selling or marketing contact centre or CRM solutions to high-level contacts at an executive, director or senior level.

May include CRM suppliers, consultancies/system integrators, outsourcers, IT solution providers or those businesses offering products and services to multiple contact centres. Also would be useful to those businesses which wish to raise interest at both senior and operational level.

Do I own or rent the Executive Directory?

Once purchased, your company may use the Executive Directory as often as you wish over a 12-month period (please see the question directly below), The actual ownership of the Directory is maintained by ContactBabel under the Copyright and Rights in Databases Regulations Act 1997.

Is the Executive Directory seeded?

There are a number of seeded dummy records which will indicate to ContactBabel that the Executive Directory is being used. Usage outside the terms of the licence and by users which have not purchased the Executive Directory will be prosecuted to the fullest extent. You may NOT list-share with partners, third-parties, holding companies or any business or individual without the express written permission of ContactBabel.

How long can I use the Executive Directory for?

For 12 months from the date of purchase.

How many times can I use the Executive Directory?

Unlimited times within the licence agreement.

Can I buy a smaller extract?

Businesses wishing to focus upon one aspect of the market (e.g. financial services); a certain size of company or contact centre operation; upon specific job roles or through one medium only (e.g. direct mail) should contact us to get counts of records and quotes based upon your specific needs.

What is the cost?

The Executive Directory is priced at £600 / 1,000 contacts (+ VAT where applicable). If the quote comes to more than £3,000, the entire Executive and Operations Directory will be supplied under the terms of the annual subscription.

Can I see a sample?

Please click here to download a single example record in Microsoft Excel. You may receive a larger sample on request.

How do I get more information?

Please email or call us.

How do I purchase the Executive Directory?

If you know what you wish to purchase, please email us at info@contactbabel.com, giving details of what you wish to purchase, your billing address, your purchase order number (if required) and the price (based upon the number of records required at £600/1,000 contacts). Any purchase explicitly states your agreement with the terms of usage.

We will send the Executive Directory to you via email in Microsoft Excel format and invoice you accordingly (28 days terms). We may ask you to pay by credit card in cases where we do not have a prior commercial relationship, or for smaller orders.