April 2004

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 ]