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March 2009 | Volume 27 / Number 10
Awards & Recognition

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.

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) †

Teleperformance (News - Alert) USA (Salt Lake City, UT) †

GC Services Limited Partnership (Houston, TX) *

ACS (News - Alert) Inc. (Dallas, TX) * †

Americall Group, Inc. (Naperville, IL), a Teleperformance Company †

DialAmerica (Mahwah, NJ) *

Influent (News - Alert) (Dublin, OH) * †

TCIM Services, Inc. (Wilmington, DE) * †

Charlton (Madison, WI)

Teleservices Direct (Indianapolis, IN)

Cross Country Automotive Services (Medford, MA) †

Synergy (News - Alert) Solutions, Inc. (Scottsdale, AZ) *

OKS Ameridial (North Canton, OH)

Telvista, Inc. (Dallas, TX)

American Customer Care (News - Alert), Inc. (Bristol, CT)

AnswerNet (Willow Grove, PA) *

eTelecare (News - Alert) Global Solutions (Scottsdale, AZ) * †

RDI Marketing Services (Cincinnati, OH) *

Hamilton Contact Center Services (Aurora, NE)

Thomas L. Cardella & Associates (Cedar Rapids, IA) *

NCO Customer Management (Horsham, PA) * †

121 Direct Response (Philadelphia, PA)

Greene, an RMG Direct Company (Lincolnshire, IL)

Power Direct (Cleveland, OH)

TMS Health (Boca Raton, FL)

APAC Customer Services, Inc. (Bannockburn, IL) *

The Connection (Burnsville, MN) *

InService America (Forest, VA)

Telerx (Horsham, PA) *

Affina (Peoria, IL) *

O'Currance, Inc. (Draper, VT)

Alta Resources (Neenah, WI) *

Category B (News - Alert) — INTERNATIONAL

Teleperformance Group (Paris, France)

Teleperformance USA (Salt Lake City, UT) a TelePerformance Company

NCO Customer Management (Horsham, PA) *

eTelecare Global Solutions (Scottsdale, AZ) *

ACS Inc. (Dallas, TX) *

Influent (Dublin, OH) *

Americall Group, Inc. (Naperville, IL), a TelePerformance Company

Voxdata (Toronto, ON)

IMC Teleperformance (Seoul, KR)

Cross Country Automotive Services (Medford, MA)

Millennium Teleservices LLC (Edison, NJ)

TCIM Services, Inc. (Wilmington, DE) *

24-7 Intouch (Regina, SK)

CIS Magazine Table of Contents

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