C@LL CENTER Solutions Fourteenth-Annual
Top 50 Inbound Teleservices Agencies Rankings

Category A

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

Phone Number
& Fax
Number

Year Began Tele-
services & Size of Projects Accepted

Type of Calling

Specialization

1998 Ranking

1. Convergys Corp. (formerly MATRIXX Marketing)*†‡ - Cincinnati, OH (28)

www.con-
vergys.com

800-344-3000

513-458-1315

1988 5,000 hrs. 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

1

2. Precision Response Corp.* - Miami, FL (8)

www.prc-
net.com

305-816-4600

305-816-4650

1982 2,000 hrs./month minimum

b-to-b 21%; b-to-c 79% outbound 30%; inbound 70%

Telecommunications, Utilities, Financial Services

2

3. TeleTech Holdings, Inc.†‡ - Denver, CO (14)

www.tele-
tech.com

303-894-4000

303-813-4610

1982 1,000 hrs. minimum

b-to-b 35%; b-to-c 65% outbound 15%; inbound 82%; interactive 3%

Telecommunications, Financial Services, Technology

5

4. West TeleServices Corp.‡ - Omaha, NE (21)

www.west.com

800-841-9000

402-963-1605

1986 1,000 hrs. minimum

b-to-b 5%; b-to-c 95% outbound 36%; inbound 38%; interactive 26%

Credit Card, Lead Generation, Product Sales

6

5. APAC Customer Services* - Deerfield, IL (79)

www.apac-
customer-
services.com

847-374-4980

847-374-3210

1973 5,000 hrs. minimum

b-to-b 5%; b-to-c 95% outbound 49%; inbound 51%

Communications, Insurance, Financial Services

3

6. GC Services Limited Partnership*‡ -
Houston, TX (28)

dawn.judkins
@gcserv.com

713-777-4441

713-776-6535

1957 varies

b-to-b 10%; b-to-c 90% outbound 33%; inbound 66%; interactive 1%

Teleservices, Financial Services, Information Processing

9

7. Centrobe, An EDS Co.*†‡ - Louisville, CO (35)

www.cen-
trobe.com

877-236-8762

303-666-3887

1985 negotiable

b-to-b 34%; b-to-c 66% outbound 12%; inbound 83%; interactive 5%

Manufacturing, Communications, Finance/Insurance

4

8. TeleService Resources - Ft. Worth, TX (5)

www.amrtsr.net

800-233-9188

817-355-6703

1984 no minimum

b-to-b 5%; b-to-c 95% outbound 3%; inbound 97%

Customer Service, Reservations, Implementations

n/a

9. SITEL Corp.*†‡ - Omaha, NE (42)

www.sitel.com

402-963-6810

402-963-3004

1985 800 hrs. minimum

b-to-b 20%; b-to-c 80% outbound 45%; inbound 55%

Insurance, Financial Services, Telecommunications

13

10. Excell Global Services, Inc.*† - Tempe, AZ (6)

www.excell-
global.com

888-359-6660

602-929-0812

1995 no minimum

b-to-b 10%; b-to-c 90% outbound 6%; inbound 94%

Directory Service

n/a

11. SPS Payment Systems, Inc. - Riverwoods, IL (4)

www.sps-
pay.com

800-473-3390

847-405-4856

1985 1,000 hrs. minimum

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

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

7

12. SOFTBANK Services Group*† - Buffalo, NY (3)

www.sb-
services.com

716-871-6400

716-871-6668

1990 no minimum

b-to-b 25%; b-to-c 75% outbound 10%; inbound 90%

Inbound, Technical Support, Outbound

11

13. AFFINA - The Customer Relationship Co. (formerly Ruppman Marketing Technologies)*‡ - Peoria, IL (4)

www.affina.com

800-787-7626

309-679-4408

1973 2,500 hrs./yr. minimum

b-to-b 20%; b-to-c 80% outbound 8%; inbound 89%; interactive 3%

Inbound Consumer Relations, Database Marketing, Market Research

12

14. MicroAge Teleservices* - Tempe, AZ (3)

www.microage-
teleservices.com

800-813-4007

702-319-2951

1994 5,000 hrs. minimum

b-to-b 60%; b-to-c 40% outbound 20%; inbound 80%

Inbound Customer Service, Technical Support, Sales

17

15. Aegis Communications Group, Inc. - Irving, TX (21) (Ranking does not represent total billable minutes of the recent merger of ATC Communications and IQI, Inc.)

800-332-0266

972-830-1844

1968 10,000 hrs. minimum

b-to-b 40%; b-to-c 60% outbound 64%; inbound 33%; interactive 3%

Telecommunications, Financial Services, Publishing

n/a

16. Communication Service Centers* - Margate, FL (1)

www.global-
response.com

800-537-8000

954-969-2407

1974 50 hrs. minimum

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

Customer Service/Lead Generation, Order Taking, Fulfillment

19

17. Trase Miller Group - Oak Brook, IL (2)

lwilliam@
trase.com

630-990-4570

630-990-6850

1991 negotiable

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

Event Ticketing, Lead Generation, Travel Reservations

14

18. Corporate Express Call Center Services*‡ - Salisbury, MD (2)

mkadish@
call-center.com

800-238-2255

201-567-6526

1977 10,000 hrs. minimum

b-to-c 100% inbound 90%; interactive 10%

Catalog, Customer Service, Consumer Products

n/a

19. ICT Group, Inc.*† - Langhorne, PA (27)

www.ict-
group.com

215-757-0200

215-757-7877

1983 1,000 hrs. minimum

b-to-b 20%; b-to-c 80% outbound 72%; inbound 27%; interactive 1%

Financial Services, Insurance, Telecommunications

21

20. The Cross Country Group - Medford, MA (3)

781-393-9300

781-393-4902

1972 no minimum

b-to-c 100% outbound 24%; inbound 76%

Inbound Emergency Service (Roadside Assist., Home Repair, ITS Services)

16

21. Ron Weber & Assocs., Inc.* - Milford, CT (8)

www.tele-
thinking.com

203-799-0000

203-882-9998

1980 500 hrs. minimum

b-to-b 50%; b-to-c 50% outbound 65%; inbound 35%

Technology, Customer Care, Telecommunications

23

22. Abacus Communications, L.P. - Virginia Beach, VA (4)

www.call-
abacus.com

757-497-2004

757-671-7248

1988 200 hrs. minimum

b-to-b 28%; b-to-c 72% outbound 19%; inbound 79%; interactive 2%

Telemessaging, Catalog/Product Orders, Dealer Location

35

23. Protocol Communications, Inc.* - Sarasota, FL (10)

800-435-2003

941-906-1422

1992 100 hrs. minimum

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

Product Sales, Customer Service, Help Desk

n/a

24. King TeleServices* - South Plainfield, NJ (4)

www.king-
teleservices.com

800-817-5468

908-769-8900

1942 500 hrs./month minimum

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

Telecommunications, Financial Services, Publishing

48

25. TeleQuest Teleservices - Arlington, TX (6)

www.tele-
quest.com

817-258-6500

817-258-6506

1986 500 hrs./week minimum

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

Third-Party Verification

28

26. Young America Corp.‡ - Young America, MN (3)

www.young-
america.com

612-467-1100

612-467-3895

1993 1,000 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 10%; inbound 70%; interactive 20%

Inbound Customer Service, Consumer Order Processing, Inbound Telesales

n/a

27. The Faneuil Group† - Boston, MA (3)

617-742-4888

617-742-3666

1984 no minimum

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

Telecommunications, Automotive, Financial Services

26

28. Gage Marketing Support Services† - Minneapolis, MN (6)

www.gage-
teleservices.com

888-333-1515

612-595-5808

1988 250 hrs. minimum

b-to-b 22%; b-to-c 78% outbound 16%; inbound 84%

Customer Service, Order Entry, VRU Applications

31

29. Communication Services Group, Inc. (MarCom, DMS Direct Marketing Services, Inc., The Development Center, Data Decisions Corp., 800 Support) - Sunrise, FL (16)

schuyler@
marcom-csg.com

954-747-6566

954-741-1329

1982 95 hrs. minimum

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

Financial Services, Telecommunications, Insurance

n/a

30. Inter-Media Marketing* - West Chester, PA (9)

610-696-4646

610-429-5137

1983 negotiable

b-to-b 25%; b-to-c 75% outbound 45%; inbound 55%

Telecommunications, Insurance, Financial Services

30

31. Unitel Corp. - McLean, VA (3)

unitel@
unitelcorp.com

800-425-0000

703-917-1556

1991 500 hrs. minimum

b-to-b 50%; b-to-c 50% outbound 20%; inbound 70%; interactive 10%

Consumer Services, Telecommunications, High-Tech

32

32. USA 800, Inc. - Raytown, MO (2)

www.usa-
800.com

816-358-1303

816-358-8845

1976 100 hrs. minimum

b-to-b 20%; b-to-c 80% outbound 1%; inbound 98%; interactive 1%

Customer Care, Order Taking/Lead Generation, Catalog

29

33. Telerx* - Horsham, PA (2)

www.telerx.com

800-2-TELERX

215-347-5800

1980 1,000 hrs. minimum

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

Consumer Affairs, Health Care/Pharmaceuticals, Utilities

37

34. The Connection - Inbound Telemarketing* - Burnsville, MN (3)

www.the-
connection.com

800-883-5777

612-948-5498

1981 500 hrs. minimum

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

Financial Services, Catalog, Telecommunications

n/a

35. DialAmerica Marketing, Inc.* - Mahwah, NJ (60)

www.dial-
america.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

34

36. Alert Communications*‡ - Los Angeles, CA (4)

www.alert.com

323-254-7171

323-254-6802

1949 200 hrs. minimum

b-to-b 25%; b-to-c 75% outbound 5%; inbound 90%; interactive 5%

Product Support, Consumer Support, Catalog

33

37. 800 Direct, Inc.‡ - Canoga Park, CA (2)

www.800-
direct.com

800-888-5524

818-713-8426

1989 open

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

Internet Customer Support, Catalog Order Desk, Fulfillment

36

38. Intek Information, Inc.* - Denver, CO (3)

www.intek-
info.com

303-357-3000

303-405-8420

1996 1,500 hrs./month minimum

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

Financial Services, High-Technology

n/a

39. Market USA*† - Des Plaines, IL (18)

847-803-1900

847-803-1825

1987 300 hrs. minimum

b-to-b 15%; b-to-c 85% outbound 80%; inbound 20%

Insurance, Credit Card, Publishing

50

40. TeleMark, Inc.* - Portland, OR (9)

www.telemark-
inc.com

800-783-6000

503-653-3994

1988 500 hrs. minimum

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

Financial Services, Telecommunications, Direct Sales

n/a

41. Harte-Hanks Direct Marketing* - Austin, TX (19)

www.harte-
hanks.com

800-456-9748

512-244-9222

1981 500 hrs. minimum

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

Technology, Credit Card, Financial Services

43

42. OSC Teleservices‡ - Lubbock, TX (1)

www.osc.com

806-747-2474

806-747-5047

1987 negotiable

b-to-b 10%; b-to-c 90% inbound 43%; interactive 57

Telecommunications, Consumer Products, Utilities

40

43. Sprint TELECENTERs Inc.* - Maitland, FL (5)

www.sprint-
telecenters.com

800-767-2858

407-661-0976

1993 2,000 hrs. minimum

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

Global Customer Care, Inbound Sales, Internet Response

n/a

44. Business Response, Inc.* - St. Louis, MO (4)

www.business
response.com

314-213-7800

314-216-3234

1986 500 hrs. minimum

b-to-b 30%; b-to-c 70% outbound 60%; inbound 40%

Financial, Telco, Business Services

n/a

45. TCIM Services, Inc.* - Wilmington, DE (12)

www.tcim.com

302-633-3000

302-633-3039

1988 200 hrs. minimum

b-to-b 37%; b-to-c 63% outbound 85%; inbound 15%

Call Center Outsourcing, Specializing in Inbound and Outbound

41

46. Consolidated Market Response* - Charleston, IL (3)

217-348-7055

217-345-1634

1989 1,000 hrs. minimum

b-to-b 2%; b-to-c 98% outbound 15%; inbound 85%

Telecommunications, Tourism, Pharmaceuticals

42

47. Advanced Data-Comm, Inc. - Dubuque, IA (4)

www.advanced-
data.com

800-582-9501

319-582-2003

1988 100 hrs. minimum

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

Sales, Customer Service, Third-Party Verifications

46

48. Zacson Corp.* - Pleasanton, CA (11)

dcanova@
zacson.com

925-463-7300

925-463-9617

1980 1,000 hrs. minimum

b-to-b 48%; b-to-c 52% outbound 73%; inbound 27%

Total Account Management, Inbound Sales, Customer Service

18

49. Marketing Ally Teleservices - Provo, UT (3)

www.marketing-
ally.com

801-374-8709

801-374-0779

1992 no minimum

b-to-b 20%; b-to-c 80% outbound 50%; inbound 50%

Financial Services, Direct Marketing/Catalog, High-Tech Sales & Support

n/a

50. Harrison Direct, Inc. - Chattanooga, TN (5)

www.harrison-
direct.com

423-867-9081

423-867-8233

1983 1,200 hrs. minimum

b-to-b 18%; b-to-c 82% outbound 48%; inbound 52%

Fund Raising/Volunteer Recruitment, Brand Promotion, Catalog

44

[ Category A ]           [ Category B ]          [ Category C ]          [ Category D ]