April 2002

Seventeenth-Annual Top 50 Inbound Teleservices Agencies Ranking

Go right to the rankings:
Category A, Inbound U.S. Domestic
Category B, Inbound International
Category C, Inbound Interactive

This is the seventeenth year Customer Inter@ction Solutions' magazine brings you its 'Top 50' Teleservices Agency Ranking. In this issue, we're presenting the 'Top 50' inbound portion of the ranking. (The outbound portion of the ranking was highlighted in the March 2002 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 Inter@ction 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 2000 through October 2001. 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 inclusion in this year's 'Top 50,' the agencies were required to answer a questionnaire detailing the nature of their businesses and listing their number of billable minutes between November 2000 and October 2001. 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, Customer Inter@ction 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' inbound 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. If you are considering an international teleservices campaign, 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 C, which was introduced in 1998, is comprised of companies that provide purely interactive inbound services (no live operators). We added this category to reflect the growing demand for such interactive inbound services. Companies that are in the Domestic and International categories that are also ranked in the Interactive category are marked with a double dagger (') in their Domestic and International rankings.

This year, to give you a better picture of what is going on in this ever-shrinking world, we here present a look a the Top 5 Global Performers, which combines the minutes from the U.S. Domestic rankings with those of the International rankings. In the inbound category, the Top 5 Global Performers are:

1. Convergys Corp.
2. TeleTech Holdings, Inc.
3. West Corp.
4. SITEL Corp.
5. SR. Teleperformance

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 Customer Inter@ction Solutions'.

[ Return To The April 2002 Table Of Contents ]