This is the twenty-second 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 2007 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 2005 through October 2006. 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 2005 and October 2006. 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 29 (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 29 companies met our minimum number of billable minutes to be ranked in the inbound "Top 50."
You will notice that the "Top 50" inbound has been divided into four categories: A, B, C and D. Category A is composed of U.S. service agencies whose primary business function is the 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.
Finally, Category D is the list of Top 50 Global Performers, which ranks companies according to their aggregate outbound, inbound, interactive inbound and domestic and international minutes.
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 - U.S. DOMESTIC
1. ACS †*
www.acs-inc.com
2. Teleperformance USA (part of the Teleperformance Group) †‡*
www.teleperformanceusa.com
3. SITEL Corp.; Omaha, NE †‡* (A ClientLogic company)
Ph: 800-445-6600; Fx: 402-963-4902
www.sitel.com
Year began providing teleservices: 1985
Size of projects accepted: Minimum 2,500 hours
Type of calling: B-to-B: 30%; B-to-C: 70%
Outbound: 30%; Inbound: 68%; Interactive Inbound: 2%
Specialization: Customer care/technical support; customer acquisition; business process outsourcing |
4. ClientLogic †‡*
Ph: 615-301-7100; Fx: 615-301-7150
www.clientlogic.com
Year began providing teleservices: 1990
Size of projects accepted: Varies
Type of calling: B-to-B: 10%; B-to-C: 90%
Outbound: 5%; Inbound: 93%; Interactive Inbound: 2%
Specialization: Customer care services; technical support; sales and retention solutions |
5. ICT Group, Inc. †‡*
www.ictgroup.com
6. APAC Customer Services, Inc. †‡*
www.apaccustomerservices.com
7. NCO Group †‡*
www.ncogroup.com
8. GC Services Limited Partnership †‡*
www.gcserv.com
9. Telvista †‡*
www.telvista.com
10. AFFINA, LLC †‡*
www.affina.com
11. The Connection ‡*
www.the-connection.com
12. DialAmerica Marketing, Inc. ‡*
www.dialamerica.com
13. TCIM Services, Inc.
www.tcim.com
14. Telerx ‡*
www.telerx.com
15. Alta Resources ‡*
www.altaresources.com
16. Americall Group Inc. † (part of the Teleperformance Group)
www.americallgroup.com
17. 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: 10%; B-to-C: 90%
Outbound: 80%; Inbound: 20%
Specialization: political, non-profit and religious fundraising; product/service sales and customer care; volunteer recruitment |
18. Charlton
www.tcgcorp.net
19. Alert Communications ‡
www.alertcom.com
20. O'Currance Teleservices
www.ocurrance.com
21. AnswerNet Network
www.answernetnetwork.com
22. American Customer Care, Inc. ‡
Ph: 800-267-0686; Fx: 800-267-0846
www.americancustomercare.com
Year began providing teleservices: 1986
Size of projects accepted: Minimum 600 hours
Type of calling: B-to-B: 55%; B-to-C: 45%
Outbound: 58%; Inbound: 38%; Interactive inbound: 4%
Specialization: Customer service and help desk; outbound B-to-B; complete interaction management |
23.
Influent (News - Alert)
Inc. †
Ph: 614-280-1600; Fx: 614-280-1610
www.influentinc.com
Year began providing teleservices: 1992
Size of projects accepted: Negotiable
Type of calling: B-to-B: 19.5%; B-to-C: 80.5%
Outbound: 79.8%; Inbound: 20.2%
Specialization: Insurance; business-to-business; enhancement services |
24. Hamilton Contact Center Services
www.hamiltontm.com
25. InService America
www.inserviceamerica.com
26. Archway Marketing Services †
www.archway.com
27. eTelecare Global Solutions †‡*
www.etelecare.com
28. OKS-Ameridial Inc.
www.oksameridial.com
29. Vision-X, Inc. †‡*
www.vxiusa.com
CATEGORY B - INTERNATIONAL
1. Teleperformance ‡
www.teleperformance.com
2. Teleperformance USA ‡* (part of the Teleperformance Group)
www.teleperformanceusa.com
3. SITEL Corp.; Omaha, NE ‡* (A ClientLogic company)
Ph: 800-445-6600; Fx: 402-963-4902
www.sitel.com
Year began providing teleservices: 1985
Size of projects accepted: Minimum 2,500 hours
Type of calling: B-to-B: 30%; B-to-C: 70%
Outbound: 30%; Inbound: 68%; Interactive Inbound: 2%
Specialization: Customer care/technical support; customer acquisition; business process outsourcing |
4. NCO Group ‡*
www.ncogroup.com
5. ClientLogic ‡*
Ph: 615-301-7100; Fx: 615-301-7150
www.clientlogic.com
Year began providing teleservices: 1990
Size of projects accepted: Varies
Type of calling: B-to-B: 10%; B-to-C: 90%
Outbound: 5%; Inbound: 93%; Interactive Inbound: 2%
Specialization: Customer care services; technical support; sales and retention solutions |
6. Intelenet ‡*
www.intelenetglobal.com
7. Telvista ‡*
www.telvista.com
8. ACS *
www.acs-inc.com
9. ICT Group, Inc. ‡*
www.ictgroup.com
10. PCCW Contact Center Business ‡*
www.pccw.com/contactcenter
11. Hispanic Teleservices Corp. *
www.htc.to
12. Vision-X, Inc. ‡*
www.vxiusa.com
13. APAC Customer Services, Inc. ‡*
www.apaccustomerservices.com
14. Archway Marketing Services
www.archway.com
15. Voxdata *
www.voxdata.com
16. GC Services Limited Partnership ‡*
www.gcserv.com
17. AFFINA, LLC ‡*
www.affina.com
18. eTelecare Global Solutions ‡*
www.etelecare.com
19. 24-7 INtouch
www.24-7intouch.com
20. Influent Inc.
Ph: 614-280-1600; Fx: 614-280-1610
www.influentinc.com
Year began providing teleservices: 1992
Size of projects accepted: Negotiable
Type of calling: B-to-B: 19.5%; B-to-C: 80.5%
Outbound: 79.8%; Inbound: 20.2%
Specialization: Insurance; business-to-business; enhancement services |
CATEGORY C - INTERACTIVE INBOUND
1. PCCW Contact Center Business *
2. ICT Group, Inc. *
3. Teleperformance
4. SITEL Corp. (A ClientLogic company)
5. Teleperformance USA * (part of the Teleperformance Group)
6. Intelenet *
7. ClientLogic
8. Alta Resources *
9. Telerx *
10. Vision-X, Inc. *
11. APAC Customer Services, Inc. *
12. GC Services Limited Partnership *
13. DialAmerica Marketing, Inc.
14. Alert Communications
15. The Connection *
16. AFFINA, LLC *
17. American Customer Care, Inc.
18. eTelecare Global Solutions *
19. Telvista *
20. NCO Group *
CATEGORY D - GLOBAL TOP 50 RANKING, AGGREGATE INBOUND & OUTBOUND, DOMESTIC & INTERNATIONAL
1. Teleperformance
2. SITEL Corp., a ClientLogic company
3. Teleperformance USA
4. ACS
5. ClientLogic
6. NCO Group
7. Intelenet Global Services
8. ICT Group Inc.
9. APAC Customer Services Inc.
10. Telvista Inc.
11. InfoCision Management Corp.
12. DialAmerica Marketing Inc.
13. PCCW Contact Center Business
14. GC Services Limited Partnership
15. Americall Group Inc.
16. Influent Inc.
17. Vision-X, Inc.
18. TCIM Services, Inc.
19. AFFINA
20. Hispanic Teleservices Corp.
21. Epixtar
22. The Connection
23. Archway Marketing Services
24. Charlton
25. Telerx
26. eTelecare Global Solutions
27. Alta Resources
28. Teleservices Direct
29. American Customer Care, Inc.
30. The Heritage Company, Inc.
31. OKS Ameridial Inc.
32. AnswerNet Network
33. Hamilton Contact Center Services
34. 121 Direct Response
35. Voxdata
36. Alert Communications
37. O'Currance Teleservices
38. InService America
39. Greene, an RMG Direct Company
40. 24-7 INtouch Inc.
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