Customer Interaction Solutions Magazine’s 24th Annual Top 50 Outbound Teleservices Agency Ranking
This is the twenty-fourth year Customer Interaction 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 ranking will be highlighted in the April 2009 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, Customer Interaction 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 2007 through October 2008.
Qualification Criteria
To qualify for inclusion in this year’s “Top 50,” the agencies were required to answer a questionnaire detailing the nature of their business and listing their number of billable minutes between November 2007 and October 2008. 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.
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 these circumstances, we allow the company to certify a portion of the missing minutes with 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 agencies that supplied a portion of their verification from their president/CEO.
Understanding The Listings
As you read through the list of outbound “Top 50” agencies, you will notice that we have provided a numerical ranking of 1 through 32 (1 being the largest), as this year, only 32 companies met with our minimum criteria of billable minutes to be included in the outbound ranking.
Category A is composed of U.S. service agencies, and Category B 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 B. Domestic companies that are also ranked in the International category are marked with a dagger (†) in their domestic ranking.
Category A
Millennium Teleservices LLC (Edison, NJ) †
www.mmtel.com
Teleperformance (News - Alert) USA (Salt Lake City, UT) †
www.teleperformance.com
GC Services Limited Partnership (Houston, TX) *
www.gcserv.com
ACS (News - Alert) Inc. (Dallas, TX) * †
www.acs-inc.com
Americall Group, Inc. (Naperville, IL), a Teleperformance Company †
www.americallgroup.com
DialAmerica (Mahwah, NJ) *
www.dialamerica.com
Influent (News - Alert) (Dublin, OH) * †
www.influentinc.com
TCIM Services, Inc. (Wilmington, DE) * †
www.tcim.com
Charlton (Madison, WI)
www.tcgcorp.net
Teleservices Direct (Indianapolis, IN)
www.teleservicesdirect.com
Cross Country Automotive Services (Medford, MA) †
www.crosscountry-auto.com
Synergy (News - Alert) Solutions, Inc. (Scottsdale, AZ) *
www.synergysolutionsinc.com
OKS Ameridial (North Canton, OH)
www.oksameridial.com
Telvista, Inc. (Dallas, TX)
www.telvista.com
American Customer Care (News - Alert), Inc. (Bristol, CT)
www.americancustomercare.com
AnswerNet (Willow Grove, PA) *
www.answernetnetwork.com
eTelecare (News - Alert) Global Solutions (Scottsdale, AZ) * †
www.etelecare.com
RDI Marketing Services (Cincinnati, OH) *
www.rdimarketing.com
Hamilton Contact Center Services (Aurora, NE)
www.hamiltontm.com
Thomas L. Cardella & Associates (Cedar Rapids, IA) *
www.tlcassociates.com
NCO Customer Management (Horsham, PA) * †
www.ncogroup.com
121 Direct Response (Philadelphia, PA)
www.121directresponse.com
Greene, an RMG Direct Company (Lincolnshire, IL)
www.rmgdirectinc.com
Power Direct (Cleveland, OH)
www.power-direct.com
TMS Health (Boca Raton, FL)
www.tmchealth.com
APAC Customer Services, Inc. (Bannockburn, IL) *
www.apaccustomerservices.com
The Connection (Burnsville, MN) *
www.the-connection.com
InService America (Forest, VA)
www.inserviceamerica.com
Telerx (Horsham, PA) *
www.telerx.com
Affina (Peoria, IL) *
www.affina.com
O'Currance, Inc. (Draper, VT)
www.ocurrance.com
Alta Resources (Neenah, WI) *
www.altaresources.com
Category B (News - Alert) — INTERNATIONAL
Teleperformance Group (Paris, France)
www.teleperformance.com
Teleperformance USA (Salt Lake City, UT) a TelePerformance Company
www.teleperformance.com
NCO Customer Management (Horsham, PA) *
www.ncogroup.com
eTelecare Global Solutions (Scottsdale, AZ) *
www.etelecare.com
ACS Inc. (Dallas, TX) *
www.acs-inc.com
Influent (Dublin, OH) *
www.influentinc.com
Americall Group, Inc. (Naperville, IL), a TelePerformance Company
www.americallgroup.com
Voxdata (Toronto, ON)
www.voxdata.com
IMC Teleperformance (Seoul, KR)
www.imctp.co.kr
Cross Country Automotive Services (Medford, MA)
www.crosscountry-auto.com
Millennium Teleservices LLC (Edison, NJ)
www.mmtel.com
TCIM Services, Inc. (Wilmington, DE) *
www.tcim.com
24-7 Intouch (Regina, SK)
www.24-7intouch.com
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