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April 2009 | Volume 27 / Number 11
Awards & Recognition

Customer Interaction Solutions Magazine’s 24th Annual Top 50 Inbound Teleservices Agencies Ranking


This is the twenty-fourth year Customer Interaction 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 2009 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 Interaction 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 2007 through October 2008. 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 2007 and October 2008. 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 Interaction 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 35 (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 35 companies met our minimum number of billable minutes to be ranked in the U.S. domestic inbound "Top 50." Twelve companies met the minimum criteria to be included in the international category.

You will notice that the "Top 50" inbound has been divided into three categories: A, B, C and D. 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.

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 Interaction Solutions.

CATEGORY A — U.S. DOMESTIC

1. ACS Inc.
(Dallas, TX) *†‡

www.acs-inc.com


2. Teleperformance (News - Alert) Group
(Paris, France) † ‡

www.teleperformance.com

3. Teleperformance USA
(Salt Lake City, UT)†‡

www.teleperformance.com

4. APAC Customer Services, Inc.
(Bannockburn, IL) *†‡

www.apaccustomerservices.com

5. NCO Customer Management
(Horsham, PA) *†

www.ncogroup.com

6. GC Services Limited Partnership
(Houston, TX) *‡

www.gcserv.com

7. Affina (Peoria, IL) * † ‡
www.affina.com

8. eTelecare (News - Alert) Global Solutions
(Scottsdale, AZ) *†‡

www.etelecare.com

9. Cross Country Automotive Services
(Medford, MA)†‡

www.crosscountry-auto.com

10. Telvista, Inc.
(Dallas, TX)‡

www.telvista.com

11. The Connection
(Burnsville, MN) *‡

www.the-connection.com

12. TCIM Services, Inc.
(Wilmington, DE) *

www.tcim.com

13. DialAmerica
(Mahwah, NJ) *‡

www.dialamerica.com

14. Charlton
(Madison, WI)

www.tcgcorp.net

15. Telerx
(Horsham, PA) *†‡

www.telerx.com

16. American Customer Care (News - Alert), Inc.
(Bristol, CT)

www.americancustomercare.com

17. Synergy (News - Alert) Solutions, Inc.
(Scottsdale, AZ) *‡

www.synergysolutionsinc.com


18. AnswerNet
(Willow Grove, PA)

www.answernetnetwork.com

19. Hamilton Contact Center Services
(Aurora, NE)

www.hamiltontm.com

20. O'Currance, Inc.
(Draper, VT)

www.ocurrance.com

21. Alta Resources
(Neenah, WI) *

www.altaresources.com

22. Americall Group, Inc.
(Naperville, IL), a TelePerformance Company

www.americallgroup.com

23. OKS Ameridial
(North Canton, OH)

www.oksameridial.com

24. Skybridge Marketing Group
(Greenfield, MN)†

www.skybridgemg.com

25. Influent (News - Alert) (Dublin, OH) * †
www.influentinc.com

26. RDI Marketing Services
(Cincinnati, OH) * ‡

www.rdimarketing.com

27. TMS Health
(Boca Raton, FL)

www.tmshealth.com

28. InService America
(Forest, VA)

www.inserviceamerica.com

29. Millennium Teleservices LLC
(Edison, NJ)

www.mmtel.com

30. Thomas L. Cardella & Associates
(Cedar Rapids, IA) *

www.tlcassociates.com

31. XO Interactive
(Beaverton, OR) ‡

www.xo.com

32. Power Direct
(Cleveland, OH)

www.power-direct.com

33. IMC Teleperformance
(Seoul, KR)

www.imctp.co.kr

34. Teleservices Direct
(Indianapolis, IN)

www.teleservicesdirect.com

35. 121 Direct Response
(Philadelphia, PA)

www.121directresponse.com

CATEGORY B — INTERNATIONAL

1. Teleperformance Group
(Paris, France)‡

www.teleperformance.com

2. NCO Customer Management
(Horsham, PA) *

www.ncogroup.com

3. Teleperformance USA
(Salt Lake City, UT) ‡

www.teleperformance.com

4. eTelecare Global Solutions
(Scottsdale, AZ) *‡

www.etelecare.com

5. ACS (News - Alert) Inc.
(Dallas, TX) *‡

www.acs-inc.com

6. APAC Customer Services, Inc.
(Bannockburn, IL) *‡

www.apaccustomerservices.com

7. Skybridge Marketing Group
(Greenfield, MN)

www.skybridgemg.com

8. 24-7 Intouch
(Regina, SK)

www.24-7intouch.com

9. Cross Country Automotive Services
(Medford, MA) ‡

www.crosscountry-auto.com

10. Affina
(Peoria, IL) *‡

www.affina.com

11. Telerx
(Horsham, PA) * ‡

www.telerx.com

12. Influent
(Dublin, OH) *

www.influentinc.com

CATEGORY C — INTERACTIVE INBOUND

1. XO Interactive
(Beaverton, OR)

www.xo.com

2. Teleperformance Group
(Paris, France)

www.teleperformance.com

3. Teleperformance USA
(Salt Lake City, UT)

www.teleperformance.com

4. ACS Inc. (Dallas, TX) *
www.acs-inc.com

5. GC Services Limited Partnership
(Houston, TX) *

www.gcserv.com

6. APAC Customer Services, Inc.
(Bannockburn, IL) *

www.apaccustomerservices.com

7. Voxdata
(Toronto, ON)

www.voxdata.com

8. Cross Country Automotive Services
(Medford, MA)

www.crosscountry-auto.com

9. Affina
(Peoria, IL) *

www.affina.com

10. Alta Resources
(Neenah, WI) *

www.altaresources.com

11. Telerx
(Horsham, PA) *

www.telerx.com

12. eTelecare Global Solutions
(Scottsdale, AZ) *

www.etelecare.com

13. DialAmerica
(Mahwah, NJ) *

www.dialamerica.com

14. Synergy Solutions, Inc.
(Scottsdale, AZ) *

www.synergysolutionsinc.com

15. The Connection
(Burnsville, MN) *

www.the-connection.com

16. Telvista, Inc.
(Dallas, TX)

www.telvista.com

17. RDI Marketing Services
(Cincinnati, OH) *

www.rdimarketing.com

18. American Customer Care, Inc.
(Bristol, CT)

www.americancustomercare.com

CATEGORY D — GLOBAL AGGREGATE RANKING

1. Teleperformance Group
(Paris, France)

www.teleperformance.com

2. ACS Inc.
(Dallas, TX) *

www.acs-inc.com

3. Teleperformance USA
(Salt Lake City, UT)

www.teleperformance.com

4. NCO Customer Management
(Horsham, PA) *

www.ncogroup.com

5. XO Interactive
(Beaverton, OR)

www.xo.com

6. eTelecare Global Solutions
(Scottsdale, AZ) *

www.etelecare.com

7. APAC Customer Services, Inc.
(Bannockburn, IL) *

www.apaccustomerservices.com

8. GC Services Limited Partnership
(Houston, TX) *

www.gcserv.com

9. Millennium Teleservices LLC
(Edison, NJ)

www.mmtel.com

10. DialAmerica
(Mahwah, NJ) *

www.dialamerica.com

11. Americall Group, Inc.
(Naperville, IL), a TelePerformance Company

www.americallgroup.com

12. Cross Country Automotive Services
(Medford, MA)

www.crosscountry-auto.com

13. Affina (Peoria, IL) *
www.affina.com

14. Influent (Dublin, OH) *
www.influentinc.com

15. Telvista, Inc.
(Dallas, TX)

www.telvista.com

16. TCIM Services, Inc.
(Wilmington, DE) *

www.tcim.com

17. Charlton
(Madison, WI)

www.tcgcorp.net

18. The Connection
(Burnsville, MN) *

www.the-connection.com

19. Synergy Solutions, Inc.
(Scottsdale, AZ) *

www.synergysolutionsinc.com

20. American Customer Care, Inc.
(Bristol, CT)

www.americancustomercare.com

21. Telerx
(Horsham, PA) *

www.telerx.com

22. AnswerNet
(Willow Grove, PA)

www.answernetnetwork.com

23. Skybridge Marketing Group
(Greenfield, MN)

www.skybridgemg.com

24. OKS Ameridial
(North Canton, OH)

www.oksameridial.com

25. Teleservices Direct
(Indianapolis, IN)

www.teleservicesdirect.com

26. Hamilton Contact Center Services
(Aurora, NE)

www.hamiltontm.com

27. Alta Resources
(Neenah, WI) *

www.altaresources.com

28. Voxdata
(Toronto, ON)

www.voxdata.com

29. RDI Marketing Services
(Cincinnati, OH) *

www.rdimarketing.com

30. O'Currance, Inc.
(Draper, VT)

www.ocurrance.com

31. Thomas L. Cardella & Associates
(Cedar Rapids, IA) *

www.tlcassociates.com

32. TMS Health
(Boca Raton, FL)

www.tmshealth.com

33. 24-7 Intouch
(Regina, SK)

www.24-7intouch.com

34. 121 Direct Response
(Philadelphia, PA)

www.121directresponse.com

35. Greene, an RMG Direct Company
(Lincolnshire, IL)

www.rmgdirectinc.com

36. IMC Teleperformance
(Seoul, KR)

www.imctp.co.kr

37. Power Direct
(Cleveland, OH)

www.power-direct.com

38. InService America
(Forest, VA)

www.inserviceamerica.com

CIS Magazine Table of Contents









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