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CUSTOMER INTER@CTION
Solutions' Magazine's
Eighteenth-Annual Top 50 Outbound Teleservices
Agencies Ranking
 This is the eighteenth year Customer Inter@ction
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 May 2003 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 2001 through October 2002. 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 had to answer a questionnaire detailing the nature of their business and listing their number of billable minutes between November 2001 and October 20021. 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 Listings
As you read through the following 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 companies.
You will notice that the 'Top 50' outbound has been divided into two categories: A and B.
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.
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 outbound category, the Top 5 Global Performers are:
1. SR. Teleperformance
2. RMH Teleservices
3. SITEL Corp.
4. ICT Group, Inc.
5. TeleTech Holdings, Inc.
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'.
Companies with enhanced listing are regular advertisers in
Customer Inter@ction Solutions'.
CATEGORY A
1. Teleperformance USA (part of the SR. Teleperformance Group) (')
Ph: 801-359-6843; Fx: 801-359-6855
Web: www.teleperformanceusa.com
E-mail: inquire@teleperformanceusa.com
Year began providing teleservices: 1993
Size of projects accepted: Mininum 500 hours
Type of calling: B-to-B ' 35%; B-to-C ' 65%
Outbound: 63%; Inbound: 37%
Specialization: Financial Services, Insurance, Customer Service
2. DialAmerica Marketing, Inc. (www.dialamerica.com)
3. APAC Customer Services, Inc.
Ph: 847-374-4980; Fx: 847-236-5490
Web: www.apaccustomerservices.com
Year began providing teleservices: 1973
Size of projects accepted: Varies
Type of calling: B-to-B ' 18%; B-to-C ' 82%
Outbound: 29%; Inbound: 69%; Interactive Inbound: 2%
Specialization: Customer Care/Acquistion, CRM, Sales Solutions
4. Millennium Teleservices LLC
(www.mmtel.com)
5. ICT Group, Inc.* (www.ictgroup.com) (')
6. RMH Teleservices, Inc.* (www.rmh.com) (')
7. SITEL Corp.* (www.sitel.com) (')
8. InfoCision Management Corp.
Ph: 330-668-1400; Fx: 330-668-1401
Web: www.infocision.com
E-mail: tina.boyes@infocision.com
Year began providing teleservices: 1982
Size of projects accepted: Mininum 500 hours
Type of calling: B-to-B ' 15%; B-to-C ' 85%
Outbound: 90%; Inbound: 9%;
Interactive Inbound: 1%
Specialization: Political/Nonprofit/Religious Fundraising, Commercial Sales, Volunteer Recruitment
9. Convergys Corp.* (')
Ph: 800-344-3000; Fx: 513-458-1315
Web: www.convergys.com
E-mail: marketing@convergys.com
Year began providing teleservices: 1986
Size of projects accepted: Mininum 5,000 hours
Type of calling: B-to-B ' 25%; B-to-C ' 75%
Outbound: 10%; Inbound: 80%;
Interactive Inbound: 10%
Specialization: Customer Service/Tech Support, B-to-B Sales, IVR/ASR
10. GC Services Limited Partnership* (www.gcserv.com)
11. Americall Group Inc. (part of the SR. Teleperformance Group)
Ph: 800-688-0078; Fx: 630-955-9955
Web: www.americallgroup.com
E-mail: gakestler@americallgroup.com
Year began providing teleservices: 1984
Size of projects accepted: Mininum 5,000 hours
Type of calling: B-to-B ' 3%; B-to-C ' 97%
Outbound: 84%; Inbound: 16%
Specialization: Financial Services, Insurance, CRM
12. Access Direct
Ph: 319-390-8900; Fx: 319-390-8901
Web: www.accdir.com
E-mail: sales@accdir.com
Year began providing teleservices: 1995
Size of projects accepted: Mininum 5,000 hours
Type of calling: B-to-B ' 10%; B-to-C ' 90%
Outbound: 70%; Inbound: 30%
Specialization: Financial Services, Telecom, Publishing
13. ClientLogic* (www.clientlogic.com) (')
14. Teletech Holdings, Inc.* (www.teletech.com) (')
15. Technion Communications Corp. (www.technion.com) (')
16. Call_Solutions (www.callsolutions.com)
17. MarCom Technologies, Inc. (part of the SR. Teleperformance Group)
Ph: 954-747-6566; Fx: 954-747-0531
Web: www.callmarcom.com
E-mail: lhughes@callmarcom.com
Year began providing teleservices: 1991
Size of projects accepted: Mininum 5,000 hours
Type of calling: B-to-B ' 10%; B-to-C ' 90%
Outbound: 95%; Inbound: 5%
Specialization: Insurance, Financial Services, Memberships
18. TCIM Services, Inc.* (www.tcim.com) (')
19. TeleSpectrum* (www.telespectrum.com) (')
20. FutureCall LLC
Ph: 719-867-7100; Fx: 719-457-1130
Web: www.futurecall.com
E-mail: info@futurecall.com
Year began providing teleservices: 1988
Size of projects accepted: Minimum 500 hours
Type of calling: B-to-B ' 15%; B-to-C ' 85%
Outbound: 87%; Inbound: 13%
Specialization: Inbound Sales, Data Modeling, Outbound Customer Acquistion
21. LiveBridge, Inc. (www.livebridge.com) (')
22. ICM (www.icmconnect.com)
23. ACI Telecentrics (www.acitel.com) (')
24. ORC ProTel, Inc. (www.orcprotel.com)
25. NSDI (part of the SR. Teleperformance Group)
Ph: 404-256-4673; Fx: 404-250-9277
Web: www.nsdi.com
E-mail: crm@nsdi.com
Year began providing teleservices: 1990
Size of projects accepted: Minimum 1,000 hours
Type of calling: B-to-B ' 10%; B-to-C ' 90%
Outbound: 75%; Inbound: 25%
Specialization: CRM, Telemarketing, Research
26. Innovative Marketing Strategies, Inc. (www.ims-ca.com)
27. VXI (www.vxiusa.com) (')
28. King TeleServices LLC* (www.king-teleservices.com)
29. Charlton (www.tcgcorp.net)
30. Synergy Solutions Inc. (www.synergysolutionsinc.com)
31. OKS - Ameridial (www.oksameridial.com)
32. TeleServices Direct* (www.teleservicesdirect.com)
33. Creative Marketing Strategies
Ph: 856-384-1111; Fx: 856-853-6859
Web: www.cmsgrp.com
E-mail: dducoin@cmsgrp.com
Year began providing teleservices: 2000
Size of projects accepted: Minimum 500 hours
Type of calling: B-to-B ' 22%; B-to-C ' 78%
Outbound: 68%; Inbound: 32%
Specialization: Financial, Insurance,
Telecommunications
34. Phase 2 Solutions, Inc. (www.phase2solutions.com)
35. Advanced Data-Comm (www.advanced-data.com)
36. MarketLink, Inc. (www.marketlinkinc.com)
37. Cross Country Automotive Services, Inc. (www.crosscountry-auto.com)
38. Center Partners, Inc.
Ph: 800-519-3532; Fx: 970-206-8434
Web: www.centerpartners.com
E-mail: info@centerpartners.com
Year began providing teleservices: 1997
Size of projects accepted: Negotiable
Type of calling: B-to-B ' 8%; B-to-C ' 92%
Outbound: 15%; Inbound: 80%;
Interactive Inbound: 5%
Specialization: Loyalty & Retention, Help Desk, Customer Care
39. CCC Interactive Corp.
Ph: 713-289-8300; Fx: 713-289-8710
Web: www.cccinteractive.com
E-mail: sales@cccinteractive.com
Year began providing teleservices: 1999
Size of projects accepted: Variable Mininum
Type of calling: B-to-B ' 25%; B-to-C ' 75%
Outbound: 30%; Inbound: 70%
Specialization: Financial Services, Energy, Consumer Products
40. The Telvista Company*
Ph: 972-312-6000; Fx: 972-312-6048
Web: www.telvista.com
E-mail: busdev@telvista.com
Year began providing teleservices: 1997
Size of projects accepted: Mininum 720 hours
Type of calling: B-to-B '5%; B-to-C ' 95%
Outbound: 30%; Inbound: 70%
Specialization: Tech Support, Customer Service, Help Desk
41. Sykes Enterprises, Inc.* (www.sykes.com) (')
42. Protocol (www.protocolusa.com)
43. Abacus Communications LC (www.callabacus.com)
44. MSA Solutions (www.msasolutions.com)
45. Merkafon Teleperformance USA* (part of the SR. Teleperformance Group)
Ph: +52-81 81 50 00 00; Fx: +52-81 81 50 01 01
Web: www.merkafon.com
E-mail: sales@merkafon.com
Year began providing teleservices: 1996
Size of projects accepted: 30 workstations minimum
Type of calling: B-to-B - 20 %; B-to-C - 80 %
Outbound: 52%; Inbound: 48%
Specialization: U.S. Hispanic Market, Integrated Direct Marketing Services in Mexico
46. Kronos Connect* (www.kronosconnect.com)
47. InService America, Inc. (www.inserviceamerica.com)
48. Henry M. Greene & Assocs., Inc.* (www.greeneassoc.com)
49. Hancock Information Group
Ph: 407-682-1556; Fx: 407-682-0025
Web: www.hancockinfo.com
E-mail: sales@hancockinfo.com
Year began providing teleservices: 1984
Size of projects accepted: Mininum 400 hours
Type of calling: B-to-B ' 100%
Outbound: 97%; Inbound: 3%
Specialization: Demand Creation, Sales Optimization, Pipeline Collaboration
50. Answernet Network (www.answernetnetwork.com)
CATEGORY B ' International
1. SR. Teleperformance
Ph: +33 1 55 76 40 80; Fx: +33 1 55 76 86 86
Web: www.srteleperformance.com
Year began providing teleservices: 1978
Size of projects accepted: No Minimum
Type of calling: B-to-B ' 25%; B-to-C ' 75%
Outbound: 40%; Inbound: 60%
Specialization: CRM, Teleservices,
Inbound/Outbound Telemarketing
2. SITEL Corp.* (www.sitel.com)
3. Call Center Alliance (www.callcenteralliance.com)
4. RMH Teleservices, Inc.* (www.rmh.com)
5. Teletech Holdings, Inc.* (www.teletech.com)
6. TeleSpectrum* (www.telespectrum.com)
7. Xentel DM Inc. (www.xentel.com)
8. The Telvista Company*
Ph: 972-312-6000; Fx: 972-312-6048
Web: www.telvista.com
E-mail: busdev@telvista.com
Year began providing teleservices: 1997
Size of projects accepted: Mininum 720 hours
Type of calling: B-to-B '5%; B-to-C ' 95%
Outbound: 30%; Inbound: 70%
Specialization: Tech Support, Customer Service, Help Desk
9. ICT Group, Inc.* (www.ictgroup.com)
10. Atesia S.p.A. (www.atesia.it)
11. ACI Telecentrics (www.acitel.com)
12. Convergys Corp.* (')
Ph: 800-344-3000; Fx: 513-458-1315
Web: www.convergys.com
E-mail: marketing@convergys.com
Year began providing teleservices: 1986
Size of projects accepted: Mininum 2,500 hours
Type of calling: B-to-B ' 25%; B-to-C ' 75%
Outbound: 10%; Inbound: 80%;
Interactive Inbound: 10%
Specialization: Customer Service/Tech Support, B-to-B Sales, IVR/ASR
13. TCIM Services, Inc.* (www.tcim.com)
14. Teleperformance USA (part of the SR. Teleperformance Group)
Ph: 800-431-5101; Fx: 801-908-5976
Web: www.teleperformanceusa.com
E-mail: inquire@teleperformanceusa.com
Year began providing teleservices: 1993
Size of projects accepted: Mininum 500 hours
Type of calling: B-to-B ' 35%; B-to-C ' 65%
Outbound: 63%; Inbound: 37%
Specialization: Financial Services, Insurance, Customer Service
15. SODEMA, Inc. (www.sodema.com)
16. ClientLogic* (www.clientlogic.com)
17. Sykes Enterprises, Inc.* (www.sykes.com)
18. Technion Communications Corp. (www.technion.com) (')
19. LiveBridge, Inc. (www.livebridge.com)
20. VXI (www.vxiusa.com)
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