Monitor of opinion finds itself in demand

Jun 30 2009 by Chris Knox, The Journal

MARKET research company Explain believes it can double its turnover to about £1.5m within four years after opening new offices for its call centre staff.

The Newcastle firm has exceeded its £725,000 target for this year, up from £392,000, and expects to continue to grow by about 20% in coming years as its clients seek to assess consumer sentiment during the recession.

The firm recently invested in a new call centre office in South Gosforth, where its has moved 12 of its 26 staff, to free more space at its four-storey office block on Leazes Park Road for future job creation.

The past two years have brought record growth in the business as companies attempt to realign themselves with new markets in response to the downturn, particularly those in the financial services sector as cash strapped consumers become more cautious about savings and investment products.

The firm, which was set up in 1993 and specialises in utilities, financial services, healthcare and retail, is now looking at the possibility of making acquisitions to continue its growth and has recently extended its services to the North West as part of efforts to expand its remit.

It counts a number of blue chip companies as customers, including Northumbrian Water, Yorkshire Building Society and Scottish Power, and also researches new product development.

Much of its growth has come from its increased involvement in social marketing, for clients in the healthcare sector. The firm said business from its retail clients had fallen, but it was confident strong revenue from other sources would prevent this having any lasting effects.

Managing director David Shiel said: “We are fortunate in that we have no competition here in the North East in terms of social marketing, which has really helped us to grow so quickly over recent years.

“Two years of continued growth meant that we had outgrown the current office. Ideally we would have liked to have moved into larger premises but we were advised against trying to sell Leazes Park Road in the current downturn.

“The next best move was to rent additional space and move the CATI [computer aided telephone interview] department lock, stock and barrel.”