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Teleservices Outsourcing
March 2000

 

Fifteenth-Annual Top 50 Outbound Teleservices Agencies Ranking

[Go Right To: Top 50 Teleservices Agencies -- Category A
                     
Top 50 Teleservices Agencies -- Category B
                     Top 50 Teleservices Agencies -- Category C ]

This is the fifteenth year C@LL CENTER CRM Solutions� magazine brings you its �Top 50� Teleservices Agency Ranking. In this issue, we�re presenting the �Top 50� outbound portion of the ranking. (The inbound portion of the ranking will be highlighted in the April 2000 issue.) Since its inception in 1986, our �Top 50� ranking has been used as the benchmark for choosing large-capacity/sized teleservices agencies.

Ranking Basis
Since the basis of our ranking is company size, C@LL CENTER CRM Solutions� uses a measurable, third-party-verifiable aspect of teleservices to arrive at our list of the �Top 50� agencies: the number of minutes each agency was billed by each of its phone companies for telephone service for 12 months, encompassing November 1998 through October 1999. We have found this to be an accurate and reliable reflection of the amount of teleservices each agency does, and therefore, provides a true reflection of its size.

Qualification Criteria
To qualify for in-clusion in this year�s �Top 50,� the agencies had to answer a questionnaire detailing the nature of their business and listing their number of billable minutes between November 1998 and October 1999. The questionnaire had to be verified with the signature of each agency�s president/CEO. In addition, each agency had to submit a letter of verification from each of its telephone service providers certifying the number of minutes for which it billed the agency during the designated period. (Our sincere gratitude is extended to all the carriers for their thorough and expeditious provision of these data.)

Exceptions
Agencies that did not supply this third-party verification were disqualified, with the exception of three circumstances: 1) a client of the service agency was billed directly for its telephone service and would not provide a letter of verification for anonymity reasons; 2) part of the billable minutes were with a foreign telecommunications carrier that could not provide the data by the deadline; 3) legitimate business situations prevented an agency from obtaining verification from certain of its carriers or a certain carrier. For each of these circumstances, we required a letter of explanation and signed verification of billable minutes pertaining to the explanation from the president/CEO of the agency. You will find an asterisk next to the name of all �Top 50� agencies that supplied a portion of their verification from their president/CEO due to one of the three circumstances identified above.

In all cases, from the questionnaires to the letters of verification, the agencies were warned that should falsification be detected, they would be disqualified from this and all future �Top 50� rankings. And indeed, C@LL CENTER CRM Solutions� magazine�s editorial staff carefully verified calculations, discrepancies and other aspects of the supplied information to ensure that this ranking is of true value to you.

Understanding The Charts
As you read through the list of �Top 50� agencies, you will notice that we have provided a numerical ranking of 1 through 50 (1 being the largest), but have not revealed the number of billable minutes used to arrive at this ordering. This was done out of respect for the confidential nature of this information to the many agencies included here that are privately held corporations.

In addition to the rankings, we have provided background information on the agencies, such as number of call centers and last year�s ranking in the �Top 50� (where applicable) to give you a broader picture of each agency and help you narrow down your selections. It is important to note that information provided under the category of �Specialization� is reflective of both the agency�s inbound and outbound work.

You will notice that the �Top 50� outbound has been divided into three categories: A, B and C. Category A is composed of U.S. service agencies whose primary business function is provision of telemarketing services for outside firms. Category B was created eight years ago to let readers know that companies ranked in this section do 50 percent or more of their teleservices for a parent company or a company that owns an interest in their agency. As always, we feel that companies in Category B deserve �Top 50� recognition for the notable contributions they make to the teleservices industry. It is important to note that companies in Category B have all indicated that they can accept new clients, so don�t hesitate to call on them as you would any of the companies listed in Category A. If you are considering an international teleservices campaign, Category C consists of international teleservices agencies. Again this year we have separated out all international teleservices done by U.S. agencies and ranked those companies� international minutes in the International category, Category C. Domestic companies that are also ranked in the International category are marked with a dagger (�) in their domestic ranking.

We hope you will use this �Top 50� feature, both inbound and outbound portions, for your outsourcing needs throughout the year, and be sure to tell the companies you found them in C@LL CENTER CRM Solutions�


Top 50 Teleservices Agencies -- Category A

Company Name, Location, Total Number of  Call Centers & Web Site

Phone Number & Fax 
Number

Year Began Teleservices & Size of Projects Accepted

Type of Calling

Specialization

1999 Ranking

1. West TeleServices Corp.* - Omaha, NE (30)
www.west.com

800-841-9000 402-963-1603

1986 1,000 hrs. minimum

b-to-b 5%; b-to-c 95% outbound 33%; inbound 44%; interactive 23%

Customer Acquisition, Retention and Growth

1

2. APAC Customer Services* - Deerfield, IL (60) www.apac
customerservices.com

800-822-2722 847-374-3210

1973 5,000 hrs. minimum

b-to-b 28%; b-to-c 72% outbound 47%; inbound 53%

CRM, Call Center Network Consolidation, Interactive Assisted Sales/Services

2

3. DialAmerica Maketing, Inc.� - Mahwah, NJ (67) www.dialamerica.com

201-327-0200 201-327-4875

1957 1,000 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 90%; inbound 9%; interactive 1%

Publishing, Financial Services, Consumer Communications

3

4. TeleSpectrum Worldwide, Inc.� - King of Prussia, PA (23) www.telespectrum.com

888-878-7400 610-878-7931

1982 2,000 hrs. minimum

b-to-b 20%; b-to-c 80% outbound 70%; inbound 20%; interactive 10%

Financial Services, Telecommunications, Insurance

7

5. Convergys Corp.*� - Cincinnati, OH (31)
www.convergys.com

800-344-3000 513-458-1315

1988 5,000 hrs./ 2,500 hrs. intl. minimum

b-to-b 25%; b-to-c 75% outbound 25%; inbound 68%; interactive 7%

Customer Service/Tech Support, B-to-B Sales, Direct Response

8

6. SITEL Corp.*� - Omaha, NE (42) www.sitel.com

402-963-6810 402-963-2699

1985 2,500 hrs. minimum

b-to-b 25%; b-to-c 75% outbound 34%; inbound 66%

Financial/Insurance Services, Technology Services, Automotive

4

7. Millennium Teleservices, LLC - Woodbridge, NJ (30) www.mmtel.com

888-252-5689 877-877-7698

1996 1,000 hrs. minimum

b-to-b 20%; b-to-c 80% outbound 97%; inbound 2%; interactive 1%

Telecommunications, Membership, Financial Services

14

8. ICT Group, Inc.� - Langhorne, PA (26)
 www.ictgroup.com

800-799-6880 215-757-7877

1983 1,000 hrs. minimum

b-to-b 20%; b-to-c 80% outbound 63%; inbound 36%; interactive 1%

Insurance, Financial Services, Telecommunications

9

9. Aegis Communications Group, Inc. - Irving, TX (24) 
www.aegis
comgroup.com

800-332-0266 972-868-0267

1968 1,000 hrs. minimum

b-to-b 50%; b-to-c 50% outbound 44%; inbound 56%

Telecommunications, Financial Services, Wireless

5

10. GC Services Limited Partnership* - Houston, TX (31) colleen.wood@gcserv.com

713-777-4441 713-776-6535

1957 variable hrs. minimum

b-to-b 10%; b-to-c 90% outbound 29%; inbound 70%; interactive 1%

Teleservices, Financial Services, Outsourcing

13

11. Teleperformance USA - Salt Lake City, UT (17) www.tpusa.com

801-359-6843 801-359-7971

1993 no minimum

b-to-b 10%; b-to-c 90% outbound 75%; inbound 20%; interactive 5%

Membership Services, Telecommunications, Financial Services

24

12. Communication Services Group (MarCom, DMS, The Development Center, 800 Support, Data Decisions) - Sunrise, FL (16) rdemaio@marcom-csg.com

954-747-6562 954-741-1666

1982 95 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 80%; inbound 20%

Financial Services, Telecommunications, Insurance

15

13. Market USA, Inc.*� - Des Plaines, IL (18)

847-803-1900 847-803-1825

1987 1,000 hrs. minimum

b-to-b 20%; b-to-c 80% outbound 75%; inbound 25%

Insurance, Financial Services, Product/Service Sales

11

14. RMH TeleServices, Inc.� - Bryn Mawr, PA (15) www.rmhteleservices.com

800-367-5733 610-520-5356

1983 5,000 hrs./mo. minimum

b-to-b 20%; b-to-c 80% outbound 70%; inbound 30%

Financial Services, Technology, Telecommunications

17

15. Reese Brothers, Inc.* - Pittsburgh, PA (12)

800-365-3500 412-261-0167

1984 3,000 hrs. minimum

b-to-c 100% outbound 100%

Telecommunications, Financial Services, Non-Profit Fund Raising

12

16. Associates Commerce Solutions (formerly SPS Payment Systems, Inc.) - Deerfield, IL (4) www.associates
commerce.com
 

800-473-3390 847-597-3303

1985 2,000 hrs. minimum

b-to-b 25%; b-to-c 75% outbound 20%; inbound 80%

Technical/Help Desk Support, Customer Service, Catalog Order Entry

36

17. FutureCall Telemarketing West, Inc. - Colorado Springs, CO (4) www.futurecallinc.com

888-FUTURE1 719-576-2521

1988 no minimum

b-to-b 10%; b-to-c 90% outbound 98%; inbound 2%

Telecommunications, Financial Services, Fee-Based Marketing

16

18. TCIM Services, Inc.* - Wilmington, DE (14) www.tcim.com

302-633-3000 302-633-3039

1988 2,000 hrs. minimum

b-to-b 50%; b-to-c 50% outbound 70%; inbound 30%

Web-Enabled Finance, Insurance and Telecommunications

21

19. Ron Weber and Assocs., Inc.* - Milford, CT (8)

203-799-0000 203-882-9998

1980 300 hrs. minimum

b-to-b 50%; b-to-c 50% outbound 66%; inbound 34%

Telecommunications, Technology, Consumer Products

19

20. InfoCision Management Corp. - Akron, OH (10) info@infocision.com

330-668-1400 330-668-1401

1982 10,000 completed calls

b-to-b 25%; b-to-c 75% outbound 95%; inbound 5%

Christian/Non-Profit/ Political Fund Raising, Direct Marketing Sales, B-to-B

26

21. TeleMark, Inc.* - Portland, OR (9)
 www.telemark-inc.com

503-652-6000 503-653-3994

1988 2,000 hrs. minimum

b-to-b 25%; b-to-c 75% outbound 60%; inbound 40%

Financial Services, Telecommunications, Direct Sales

23

22. Americall Corp.*� - Naperville, IL (9)
www.americallcorp.com

630-955-9100 630-955-9955

1984 1,000 hrs. minimum

b-to-c 100% outbound 100%

Insurance, Credit Card Acquisition, Financial Services

22

23. King TeleServices* - S. Plainfield, NJ (4)
www.king-
teleservices.com

800-817-5468 908-769-8900

1942 500 hrs. minimum

b-to-b 40%; b-to-c 60% outbound 60%; inbound 40%

Telecommunications, Financial Services, Publishing

25

24. TeleTech Holdings, Inc.� - Denver, CO (16) www.teletech.com

303-894-4000 303-813-4635

1982 10,000 hrs. minimum

b-to-b 35%; b-to-c 65% outbound 13%; inbound 72%; interactive 15%

Telecommunications, Customer Service, Financial Services

33

25. Transcom*� - Carmel, IN (4) www.transcomusa.com

317-818-4900 317-818-4930

1994 2,000 hrs. minimum

b-to-b 40%; b-to-c 60% outbound 60%; inbound 35%; interactive 5%

Telecommunications, High-Tech, CRM

29

26. Telemarketing Concepts, Inc. - Yorktown Heights, NY (6)
www.telemarketing
concepts.com

914-245-0701 914-245-0655

1986 variable hrs.

b-to-b 65%; b-to-c 35% outbound 95%; inbound 5%

Office Equipment, Telecommunications, Financial Services

28

27. Protocol Communications* - Sarasota, FL (26) www.protocolusa.com

800-435-2003 941-906-1422

1991 100 hrs. minimum

b-to-b 60%; b-to-c 40% outbound 40%; inbound 40%; interactive 20%

E-CRM, Marketing Services, E-Commerce

45

28. TeleQuest Teleservices* - Arlington, TX (8) www.telequest.com

817-258-6500 817-258-6506

1986 500 hrs. minimum

b-to-b 60%; b-to-c 40% outbound 45%; inbound 55%

Financial Services, Telecommunications, Third-Party Verification

27

29. TeleServices Direct - Indianapolis, IN (4) www.teleservicesdirect.com

317-216-2240 317-216-2248

1993 500 hrs. minimum

b-to-b 15%; b-to-c 85% outbound 95%; inbound 5%

Credit Card Marketing, Telecommunications, Entertainment

40

30. Access Direct Telemarketing, Inc. - Cedar Rapids, IA (5) thomas.cardella@accdir.com

319-390-8900 319-390-8901

1995 2,500 hrs./mo. minimum

b-to-b 5%; b-to-c 95% outbound 100%

Insurance, Financial Services, Membership/ Subscriptions

35

31. Precision Response Corp. - Miami, FL (9)
www.prcnet.com

305-816-4600 305-816-4360

1982 5,000 hrs. minimum

b-to-b 34%; b-to-c 66% outbound 8%; inbound 92%

Telecommunications, Online Customer Care, Financial Services

10

32. Ameridial, Inc. - N. Canton, OH (9)
jamcgeor@haines.com

330-497-4888 330-497-5500

1987 100 hrs. minimum

b-to-b 35%; b-to-c 65% outbound 95%; inbound 5%

Database Building, Volunteer Recruiting, Lead Generation

39

33. ACI Telecentrics - Minneapolis, MN (10) ldirksen@acitel.com

612-928-4711 612-928-4701

1986 1,000 hrs. minimum

b-to-b 35%; b-to-c 65% outbound 100%

Telecommunications, Publishing, Insurance/ Financial Services

37

34. ORC ProTel, Inc. - Lansing, IL (5) www.opinionresearch.com

708-418-0600 708-418-7457

1988 1,000 hrs. minimum

b-to-b 5%; b-to-c 95% outbound 100%

Membership Services, Credit Card Acquisition

34

35. MicroAge Teleservices* - Tempe, AZ (3) www.microage
teleservices.com
 

800-813-4007 480-366-2820

1994 5,000 hrs. minimum

b-to-b 60%; b-to-c 40% outbound 28%; inbound 70%; interactive 2%

Inbound Customer Service, Technical Support, Sales

31

36. Heritage Publishing Co., Inc. - Sherwood, AR (3)

501-835-5000 501-835-3828

1958 200 hrs. minimum

b-to-b 60%; b-to-c 40% outbound 100%

B-to-B Fund Raising, Lapsed Donor Direct Mail Followup, Lead Generation

n/a

37. Harte-Hanks*� - Austin, TX (16) www.harte-hanks.com

800-456-9748 512-244-9222

1981 500 hrs. minimum

b-to-b 50%; b-to-c 50% outbound 60%; inbound 40%

High-Tech, Financial Services, Credit Card

30

38. GLS Teleservices - Philadelphia, PA (6) www.glsteleservices.com

800-232-1100 215-988-0188

1959 100 hrs. minimum

b-to-b 20%; b-to-c 80% outbound 95%; inbound 5%

Insurance, Membership Enhancement Services, Credit Card Marketing

44

39. Technion Communications Corp. - Hollywood, FL (4) www.technion.com

954-963-1994 954-981-4321

1994 4,000 hrs. minimum

b-to-b 60%; b-to-c 40% outbound 77%; inbound 20%; interactive 3%

CRM, E-Commerce, Database/E-Mail Management

n/a

40. Dakotah Direct II, LLC - Spokane, WA (6) www.dakotahdirect.com

800-433-3633 509-789-4706

1993 1,000 hrs. minimum

b-to-b 25%; b-to-c 75% outbound 50%; inbound 50%

Insurance, Financial Services, Telecommunications

n/a

41. Inter-Media Marketing Solutions - West Chester, PA (7)

610-696-4646 610-429-5137

1983 5,000 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 40%; inbound 60%

Telecommunications, Customer Service, Financial Services

47

42. EBSCO TeleServices (a division of EBSCO Ind. Inc.) - Canton, OH (6)

330-492-5105 330-492-5205

1980 100 hrs. minimum

b-to-b 65%; b-to-c 35% outbound 100%

Publishing, Lead Generation, Market Research/Surveys

n/a

43. Advanced Data-Comm, Inc. - Dubuque, IA (5) www.advanced-data.com

800-582-9501 319-582-2003

1988 200 hrs. minimum

b-to-b 50%; b-to-c 50% outbound 45%; inbound 50%; interactive 5%

B-to-B Sales, B-to-B Publishing, Third-Party Verification

50

44. Marketing Ally Teleservices - Provo, UT (3)  www.marketingally.com

801-374-8709 801-374-0779

1992 1,000 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 60%; inbound 40%

Financial Services, High-Tech Industry, Customer Care

n/a

45. Tele-Response Center, Inc. - Philadelphia, PA (4) discountg@teleresponse.com

800-371-1300 215-333-1583

1988 500 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 100%

Financial Services, Fund Raising/Public Education, Product Sales

n/a

46. The Telemarketing Co. - Chicago, IL (2)

773-545-0407 773-545-4034

1992 1,000 hrs. minimum

b-to-b 50%; b-to-c 50% outbound 75%; inbound 25%

Publishing, Clubs

n/a

47. Abacus Communications LC - Virginia Beach, VA (5) www.callabacus.com

757-497-2004 757-497-8876

1988 200 hrs. minimum

b-to-b 28%; b-to-c 72% outbound 19%; inbound 78%; interactive 3%

Customer Service, E-Commerce, Catalog Order/Customer Service

n/a

48. Henry M. Greene & Assocs., Inc. - Lake Forest, IL (3) www.greeneassoc.com

800-356-1300 847-816-0576

1988 250 hrs. minimum

b-to-b 70%; b-to-c 30% outbound 100%

Publishing, Financial Services, Lead Generation

n/a

49. Boston Communications Group, Inc. - Woburn, MA (4) jerry_confer@boscomm.net

617-692-7000 617-692-6200

1993 no minimum

b-to-b 100% outbound 7%; inbound 93%

Wireless, Inbound, Level II Services

n/a

50. EDS Centrobe* - Boulder, CO (35) www.centrobe.com

877-236-8762 303-666-3887

1949 negotiable hrs.

b-to-b 34%; b-to-c 66% outbound 2%; inbound 81%; interactive 17%

Inbound Customer Service, Internet Processing, CRM

18


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Top 50 Teleservices Agencies -- Category B

Company Name, Location, Total Number of Call Centers & Web Site

Phone Number & Fax Number

Year Began Teleservices & Size of Projects Accepted

Type of Calling

Specialization

1999 Ranking

1. GE Financial Assurance - PMG (formerly Signature Teleservice) - Schaumburg, IL (30) jeckdahl@sigg.com

847-605-7269 847-605-4904

1966 5,000 hrs. minimum

b-to-b 5%; b-to-c 95% outbound 80%; inbound 20%

Insurance, Clubs Memberships, Warranty

1

2. JCPenney Telemarketing, Inc.* - Plano, TX (14) lleining@jcpenney.com

800-323-43443 972-431-4898

1981 100 hrs./daily minimum

b-to-b 10%; b-to-c 90% outbound 10%; inbound 90%

Order Entry, Reservation Services, Third-Party Verification Services

2

3. Mass Marketing, Inc. - Fairfield, OH (1) www.massmarketing.com

513-870-9000 513-874-0800

1977 10 hrs. minimum

b-to-b 95%; b-to-c 5% outbound 99%; inbound 1%

B-to-B Outbound, Commercial Printing, Dev. of Telemarketing

n/a

4. Unisys Worldwide Telesales Services* - Farmington, NY (1)

800-874-8647 800-345-9015

1982 350 hrs. minimum

b-to-b 100% outbound 70%; inbound 30%

Database Marketing, Telesales, Relationship Management

4

5. World Access Service Corp. - Richmond, VA (1)

804-285-3300 804-673-1587

1983 no minimum

b-to-b 10%; b-to-c 90% outbound 5%; inbound 91%; interactive 4%

Travel Protection, Credit Card Enhancement, Int'l. Medical Assistance

5


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Top 50 Teleservices Agencies -- Category C

Company Name, Location, Total 
Number of Call 
Centers 
& Web Site

Phone Number & Fax Number

Year Began Teleservices & Size of Projects Accepted

Type of Calling

Specialization

1999 Ranking

1. SR. Teleperformance Group* - Paris, France (77) tpi@teleperf.com

+33 1 55 76 40 80 +33 1 55 76 86 86

1978 no minimum

b-to-b 50%; b-to-c 50% outbound 60%; inbound 36%; interactive 4%

International Programs, Teleservices/Outsourcing, TQM

1

2. Xentel DM Inc.* - Toronto, ON Canada (25) www.xentel.com

416-633-4646 416-633-4643

1975 500 hrs. minimum

b-to-b 35%; b-to-c 65% outbound 99%; inbound 1%

Fund Raising, Event Production/Promotion, Financial Services

2

3. Call Center Alliance* - Paris, France (18)

+33 1409 37666 +33 1409 37606

1992 1,000 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 70%; inbound 30%

Consumer Services, Inbound/Outbound Telesales & Teleservices

n/a

4. TeleSpectrum Worldwide, Inc. - King of Prussia, PA (4) www.telespectrum.com

888-878-7400 610-878-7931

1982 2,000 hrs. minimum

b-to-b 20%; b-to-c 80% outbound 70%; inbound 20%; interactive 10%

Financial Services, Telecommunications, Insurance

8

5. SITEL Corp. - Omaha, NE (33) www.sitel.com

402-963-6810 402-963-2699

1985 2,500 hrs. minimum

b-to-b 25%; b-to-c 75% outbound 34%; inbound 66%

Financial/Insurance Services, Technology Services, Automotive

3

6. New Work Station Telemarketing* - S�o Paulo, Brazil (4)

+55 11 3676 1110 +55 11 3676 1400

1991 120 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 50%; inbound 27%; interactive 23%

Credit Cards, Banks, Insurance

5

7. Convergys Corp.* - Cincinnati, OH (6) www.convergys.com

800-344-3000 513-458-1315

1988 5,000 hrs./ 2,500 hrs. intl. minimum

b-to-b 25%; b-to-c 75% outbound 25%; inbound 68%; interactive 7%

Customer Service/Tech Support, B-to-B Sales, Direct Response

11

8. MARUSA* - Toronto, ON Canada (3)

847-803-1900 847-803-1825

1987 1,000 hrs. minimum

b-to-b 20%; b-to-c 80% outbound 75%; inbound 25%

Insurance, Financial Services, Product/Service Sales

6

9. TeleTech Holdings, Inc. - Denver, CO (13) www.teletech.com

303-894-4000 303-813-4635

1982 10,000 hrs. minimum

b-to-b 35%; b-to-c 65% outbound 13%; inbound 72%; interactive 15%

Telecommunications, Customer Service, Financial Services

7

10. RMH TeleServices, Inc. - Bryn Mawr, PA (3) www.rmhteleservices.com

800-367-5733 610-520-5356

1983 5,000 hrs./mo. minimum

b-to-b 20%; b-to-c 80% outbound 70%; inbound 30%

Financial Services, Technology, Telecommunications

n/a

11. ICT Group, Inc. - Langhorne, PA (8) www.ictgroup.com

800-799-6880 215-757-7877

1983 1,000 hrs. minimum

b-to-b 20%; b-to-c 80% outbound 63%; inbound 36%; interactive 1%

Insurance, Financial Services, Telecommunications

10

12. Sodema - Montreal, PQ Canada (1)

514-287-1717 514-287-1886

1984 250 hrs. minimum

b-to-b 15%; b-to-c 85% outbound 85%; inbound 14%; interactive 1%

Telecommunications, Financial Services, Packaged Goods

13

13. Transcom - Carmel, IN (12) www.transcomusa.com

317-818-4900 317-818-4930

1994 2,000 hrs. minimum

b-to-b 40%; b-to-c 60% outbound 60%; inbound 35%; interactive 5%

Telecommunications, High-Tech, CRM

20

14. Atesia SPA - Rome, Italy (3) www.atesia.it

+39 0672 9871 +39 0672987730

1989 700 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 11%; inbound 87%; interactive 2%

Customer Service, Commercial Support, Full Account Management

14

15. VOXDATA - Montreal, PQ, Canada (2) ylapointe@voxdata.com

514-871-1920 514-871-2605

1995 1,000 hrs. minimum

b-to-b 58%; b-to-c 42% outbound 55%; inbound 45%

Financial Services, Insurance, Telecommunications

18

16. DialAmerica Maketing, Inc. - Mahwah, NJ (67) www.dialamerica.com

201-327-0200 201-327-4875

1957 1,000 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 90%; inbound 9%; interactive 1%

Publishing, Financial Services, Consumer Communications

n/a

17. Americall de Mexico* - Garza Garcia, Mexico (1) www.americallcorp.com

630-955-9100 630-955-9955

1984 1,000 hrs. minimum

b-to-c 100% outbound 25%; inbound 75%

Insurance, Credit Card Acquisition, Financial Services

n/a

18. Harte-Hanks* - Austin, TX (5) www.harte-hanks.com

800-456-9748 512-244-9222

1981 500 hrs. minimum

b-to-b 50%; b-to-c 50% outbound 60%; inbound 40%

High-Tech, Financial Services, Credit Card

n/a

19. Advanced Contact Solutions, Inc.* - Torrance, CA (4) sales@acspacific.com

310-212-0523 310-212-0522

1998 400 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 14%; inbound 81%; interactive 5%

Satellite Television, Web/ Commerce, Telecommunications

n/a

20. Integrated Messaging* - Winnipeg, MB Canada (1) www.imi.mb.ca

204-786-7630 204-786-7718

1989 no minimum

b-to-b 10%; b-to-c 90% outbound 90%; inbound 10%;

DRTV, Customer Service, Order Entry

n/a

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