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Nineteenth-Annual Top 50
Inbound Teleservices
Agencies Ranking
This is the nineteenth 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 2004 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 2002 through
October 2003. 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 2002 and October
2003. 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 44 (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. This year, only 44 companies met our minimum
number of billable minutes to be ranked in the 'Top 50' inbound.
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. Precision Response Corp.
3. SR. Teleperformance
4. SITEL Corp.
5. ClientLogic
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. Precision Response Corp. *
Ph: 954-693-3700; Fx: 954-838-4475
www.prcnet.com
Year began providing teleservices: 1982
Size of projects accepted:
Minimum 5,000 hours
Type of calling: B-to-B: 35%;
B-to-C: 65%
Inbound: 100%
Specialization: telecom, financial
services, consumer services
2. Convergys Corp. * ' '
Ph: 800-344-3000; Fx: 513-458-1315
www.convergys.com
Year began providing teleservices: 1986
Size of projects accepted:
Minimum 5,000 hours
Type of calling: B-to-B: 25%;
B-to-C: 75%
Outbound: 10%; Inbound: 80%; Interactive inbound: 10%
Specialization: customer service and technical support, B-to-B sales and
account management, IVR and advanced speech recognition
3. GC Services Limited Partnership * '
www.gcserv.com
4. APAC Customer Services, Inc. * '
Ph: 800-OUTSOURCE;
Fx: 847-236-5490
www.apaccustomerservices.com
Year began providing teleservices: 1973
Size of projects accepted: varies
Type of calling: B-to-B: 32%;
B-to-C: 68%
Outbound: 27%; Inbound: 67%; Interactive inbound: 6%
Specialization: CRM, full lifecycle
interaction management (inbound,
outbound, multichannel, BPO)
5. ClientLogic * ' '
www.clientlogic.com
6. SITEL Corp. * '
www.sitel.com
7. Excell Agent Services, LLC *
www.excellagent.com
8. Teleperformance USA *
(part of the SR. Teleperformance Group)
Ph: 801-257-5800; Fx: 801-908-5976
www.teleperformanceusa.com
Year began providing teleservices: 1993
Size of projects accepted:
Minimum 500 hours
Type of calling: B-to-B: 55%;
B-to-C: 45%
Outbound: 40%; Inbound: 55%; Interactive inbound: 5%
Specialization: technical support,
financial services, customer service
9. Aegis Communications Group, Inc. * '
www.aegiscomgroup.com
10. LiveBridge, Inc. * '
www.livebridge.com
11. ICT Group, Inc. * ' '
www.ictgroup.com
12. StarTek, Inc. * '
Ph: 303-262-4531; Fx: 303-388-9795
www.startek.com
Year began providing teleservices: 1989
Size of projects accepted:
Minimum 2,000 hours
Type of calling: Inbound: 100%
Specialization: customer care,
technical and product support,
complex process management
13. RMH Teleservices * ' '
www.rmh.com
14. AFFINA, The Customer Relationship Co. * ' '
www.affina.com
15. TCIM Services, Inc. * ' '
www.tcim.com
16. Technion Communications Corp. * '
www.technion.com
17. The Connection *
www.the-connection.com
18. Cross Country Automotive Services, Inc. '
www.crosscountry-auto.com
19. Center Partners
Ph: 970-206-9000; Fx: 970-282-9225
www.centerpartners.com
Year began providing teleservices: 1997
Type of calling: B-to-B: 5%;
B-to-C: 95%
Outbound: 5%; Inbound: 75%; Interactive inbound: 20%
Specialization: telecom, high-tech,
loyalty and retention
20. Phase 2 Solutions, Inc. '
www.phase2solutions.com
21. Harte-Hanks, Inc. * ' '
www.harte-hanks.com
22. Telerx *
www.telerx.com
23. OSC Teleservices '
www.osc.com
24. DialAmerica Marketing, Inc. * '
www.dialamerica.com
25. Global Response Corp. *
www.globalresponse.com
26. USA 800, Inc.
www.thecontactcenter.com
27. Call_Solutions '
www.callsolutions.com
28. InService America, Inc.
www.inserviceamerica.com
29. InPulse Response Group
www.inpulseresponse.com
30. Alpine Access *
www.alpineaccess.com
31. Advanced Data-Comm, Inc. * '
Ph: 800-582-9501; Fx: 800-829-9780
www.advanced-data.com
Year began providing teleservices: 1988
Size of projects accepted:
Minimum 100 hours
Type of calling: B-to-B: 71.5%;
B-to-C: 28.5%
Outbound: 41.5%; Inbound: 48.5%; Interactive inbound: 10%
Specialization: third-party verification, customer service, blended
IVR/live agent solutions
32. Alert Communications * ' '
www.alertcom.com
33. CCC Interactive, Inc. *
Ph: 713-289-8500; Fx: 713-289-8710
www.cccinteractive.com
Year began providing teleservices: 1999
Size of projects accepted: varies
Type of calling: B-to-B: 16%;
B-to-C: 84%
Outbound: 59%; Inbound: 41%
Specialization: utilities, financial
services, consumer products
34. Vision-X, Inc. '
www.vxiusa.com
35. InfoCision Management Corp.
Ph: 330-668-1400; Fx: 330-668-1401
www.infocision.com
Year began providing teleservices: 1982
Size of projects accepted:
Minimum 500 hours
Type of calling: B-to-B: 20%;
B-to-C: 80%
Outbound: 84%; Inbound: 15%; Interactive inbound: 1%
Specialization: non-profit fundraising, inbound customer care, volunteer
recruitment
36. Holden Marketing Support Services *
(formerly The Product Line)
www.holdenmss.com
37. Answernet Network
www.answernetwork.com
38. Americall Group Inc.* ' '
(part of the SR. Teleperformance Group, includes former MarCom
Technologies)
www.americallgroup.com
39. Archway Marketing Services '
www.archway.com
40. O'Currance Teleservices
www.ocurrance.com
41. TeleSpectrum Worldwide ' '
Ph: 610-878-7400; Fx: 610-878-7931
www.telespectrum.com
Year began providing teleservices: 1996
Size of projects accepted:
Minimum 1,000 hours
Type of calling: B-to-B: 15%;
B-to-C: 85%
Outbound: 78%; Inbound: 18%; Interactive inbound: 4%
Specialization: telecom, financial
services, technology
42. OKS Ameridial
www.oksameridial.com
43. Millennium Teleservices LLC
www.mmtel.com
44. Creative Marketing Strategies, Inc.
Ph: 856-384-1111; Fx: 856-853-6859
www.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, telecom
CATEGORY B ' International
1. Convergys Corp. * '
Ph: 800-344-3000; Fx: 513-458-1315
www.convergys.com
Year began providing teleservices: 1986
Size of projects accepted:
Minimum 5,000 hours
Type of calling: B-to-B: 25%;
B-to-C: 75%
Outbound: 10%; Inbound: 80%; Interactive inbound: 10%
Specialization: customer service and technical support, B-to-B sales and
account management, IVR and advanced speech recognition
2. SR. Teleperformance * '
www.srteleperformance.com
3. RMH Teleservices * '
www.rmh.com
4. SITEL Corp. * '
www.sitel.com
5. Client Center Alliance '
www.clientcenteralliance.com
6. ClientLogic * '
www.clientlogic.com
7. Atesia S.p.A. * '
www.atesia.it
8. StarTek, Inc. *
Ph: 303-262-4531; Fx: 303-388-9795
www.startek.com
Year began providing teleservices: 1989
Size of projects accepted:
Minimum 2,000 hours
Type of calling: Inbound: 100%
Specialization: customer care,
technical and product support,
complex process management
9. ICT Group, Inc. *
www.ictgroup.com
10. MsourcE Corp. *
www.msource.net
11. eTelecare International *
www.etelecare.com
12. PCCW Contact Center Business * '
www.pccw.com/contactcenter
13. Technion Communications Corp.
www.technion.com
14. Archway Marketing Services '
www.archway.com
15. Help Desk NOW Inc.
www.helpdesknow.com
16. Hispanic Teleservices Corp. *
www.htc.to
17. Voxdata Solutions, Inc.
www.voxdata.com
18. Vision-X, Inc. * '
www.vxiusa.com
19. AFFINA - The Customer Relationship Company '
www.affina.com
20. Americall Group, Inc. * '
(part of the SR. Teleperformance Group, includes former MarCom
Technologies)
www.americallgroup.com
CATEGORY C ' Interactive Inbound
1. XO Communications, Inc.
www.xo.com
2. Voice-Mail Broadcast Corp.
www.vmbc.com
3. Convergys Corp. *
Ph: 800-344-3000; Fx: 513-458-1315
www.convergys.com
Year began providing teleservices: 1986
Size of projects accepted:
Minimum 5,000 hours
Type of calling: B-to-B: 25%;
B-to-C: 75%
Outbound: 10%; Inbound: 80%; Interactive inbound: 10%
Specialization: customer service and technical support, B-to-B sales and
account management, IVR and advanced speech recognition
4. Aegis Communications Group, Inc. *
www.aegiscomgroup.com
5. ClientLogic *
www.clientlogic.com
6. TeleSpectrum Worldwide
Ph: 610-878-7400; Fx: 610-878-7931
www.telespectrum.com
Year began providing teleservices: 1996
Size of projects accepted:
Minimum 1,000 hours
Type of calling: B-to-B: 15%;
B-to-C: 85%
Outbound: 78%; Inbound: 18%; Interactive inbound: 4%
Specialization: telecom, financial
services, technology
7. PCCW Contact Center Business *
www.pccw.com/contactcenter
8. ICT Group, Inc. *
www.ictgroup.com
9. Client Center Alliance
www.clientcenteralliance.com
10. SITEL Corp. *
www.sitel.com
11. DialAmerica Marketing, Inc. *
www.dialamerica.com
12. Phase 2 Solutions, Inc.
www.phase2solutions.com
13. OSC Teleservices
www.osc.com
14. SR. Teleperformance
www.srteleperformance.com
15. AFFINA, The Customer Relationship Co. *
www.affina.com
16. GC Services Limited Partnership *
www.gcserv.com
17. Harte-Hanks, Inc. *
www.harte-hanks.com
18. Atesia S.p.A. *
www.atesia.it
19. APAC Customer Services, Inc. *
Ph: 800-OUTSOURCE;
Fx: 847-236-5490
www.apaccustomerservices.com
Year began providing teleservices: 1973
Size of projects accepted: varies
Type of calling: B-to-B: 32%;
B-to-C: 68%
Outbound: 27%; Inbound: 67%; Interactive inbound: 6%
Specialization: CRM, full lifecycle
interaction management (inbound,
outbound, multichannel, BPO)
20. Alert Communications *
www.alertcom.com
Doug Palley is co-founder and president of CyberRep (www.cyberrep.com), a provider of
outsourced customer service, technical support and customer relationship
management (CRM) solutions. CyberRep, headquartered in McLean, Virginia,
is an outsourced customer interaction center and CRM solutions provider
for customer service, technical support and sales solutions. Founded in
1991, CyberRep is one of the region's largest employers and operates
eight customer interaction centers throughout the U.S.
[ Return
To The April 2004 Table Of Contents ]
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