The Global Association for Contact Center Best Practices & Networking

August 22, 2011 -- In the UK, former Harris Interactive Director of Research Operations Dave Laybourne has formed a new data collection agency called Peak Answers, following his acquisition of Harris’ Stockport-based call centre.

Last month, Harris announced plans to restructure its UK operation with the loss of around 50 staff in London and Stockport.

This decision came shortly after news that President and CEO Kimberly Till had left and been replaced on an interim basis by former COO Al Angrisani, who had been brought back to advise on a turnaround strategy following a 9% drop in quarterly revenue.

Laybourne’s new firm Peak Answers has retained all the Stockport call centre staff previously employed by Harris, and will continue to operate from its existing premises.

The firm provides telephone data collection and related services, alongside sample sourcing, coding, and qual recruiting. In addition to working with new clients, Peak Answers will continue to provide telephone fieldwork services to Harris.

Commenting on the launch, Laybourne says: ‘The demand for high quality telephone data collection remains strong, and with a call centre that has been in continuous operation for more than 30 years, my team brings a wealth of knowledge and expertise to the wider market research industry. Our experience across a range of both business and consumer audiences enables us to offer sound advice on what works and what doesn’t.’

Laybourne has recruited former Harris colleagues Diane Firth, Claire Jones and Jean Seddon to help manage his new business.

Prior to setting up Peak Answers, Laybourne worked for Harris for nearly seven years, before which, he served as Production Director with Wirthlin and as a Board-level Director with Business & Market Research and at MORI Field & Tab.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.mrweb.com