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August 2003

2003 Rising Star Awards

The Fastest-Growing Teleservices Companies -- The Annual Survey And Ranking Of Rising Stars

To provide you a gauge of teleservices companies' growth, and to provide them with the recognition they deserve for their accomplishments, Customer Inter@ction Solutions magazine developed 'The Fastest-Growing Teleservices Companies -- The Annual Survey And Ranking Of Rising Stars.' This ranking looks at the companies' growth in long-distance telephone usage, as this provides a verifiable measure of the companies' amount of telesales/teleservices.

Data were obtained from questionnaires that asked the teleservices companies to document the total amount of transport minutes (phone line usage) for which they were billed for long-distance telephone service for the one-year period between January 2001 and December 2001 and the one-year period between January 2002 and December 2002. Since we based our ranking on this information, we required the data to be verified through original documentation from the phone companies that serviced the teleservices companies during that two-year period. We also required the signature of a management-level employee of the phone companies. Teleservices companies that were unable to provide third-party verification for a small portion of their transport minutes because a foreign country telecommunications service provider could not meet the deadline or because a client was billed directly for telecommunications service and verification could not be obtained were allowed to have the president/CEO of their company verify that portion of the submission. (Companies in this category are indicated with an asterisk next to the company name in the chart.)

Once qualification was established for the applicants, the companies were divided into three categories: large, intermediate and developing, based on their number of transport minutes. They were then ranked based on their number of transport minutes. They were then ranked by two methods ' by their percentage of growth from the first year to the second (obtained by finding the difference [increase] in minutes between the 2001 minutes and the 2002 minutes and dividing that amount by the 2001 minutes), and by the number of net minutes gained from the first year to the second. We have listed the figures for the percentage growth, but have not listed the figures for the number of net minutes gained nor the qualifying numbers for each size category due to the confidentiality of the number of transport minutes each company produced. In addition, you will find in the charts information on the type of teleservices the companies do.

Although some of the growth numbers may be lower than in previous Rising Stars, the editors of Customer Inter@ction Solutions have recognized that positive growth of any kind is an accomplishment of which to be proud during the current economic climate in which negative and flat growth have become the norm. Our congratulations are extended to all of the 2003 Rising Stars for their great accomplishments.

Ranking By Net Minutes Gained: Large Capacity

Company	Type Of Teleservices	Areas Of Specialization
1. TelePerformance USA www.teleperformanceusa.com	B-to-B 35%; B-to-C 65% Outbound 60%; Inbound 40%	Financial services, insurance, customer service
2. Client Center Alliance * www.clientcenteralliance.com	B-to-B 40%; B-to-C 60% Outbound 45%; Inbound 55%	Dedicated customer service centers, healthcare, automotive
3. GC Services Limited Partnership www.gcserv.com	B-to-B 10%; B-to-C 90% Outbound 21%; Inbound 79%	Teleservices, financial services, outsourcing

Ranking By Percentage Growth: Large Capacity

Company	Type Of Teleservices	Areas Of Specialization	Percentage Growth
1. TelePerformance USA www.teleperformanceusa.com	B-to-B 35%; B-to-C 65% Outbound 60%; Inbound 40%	Financial services, insurance, customer service	39.74%
2. Client Center Alliance * www.clientcenteralliance.com	B-to-B 40%; B-to-C 60% Outbound 45%; Inbound 55%	Dedicated customer service centers, healthcare, automotive	23.26%
3. GC Services Limited Partnership www.gcserv.com	B-to-B 10%; B-to-C 90% Outbound 21%; Inbound 79%	Teleservices, financial services, outsourcing	2.86%

Ranking By Net Minutes Gained: Intermediate Capacity

Company	Type Of Teleservices	Areas Of Specialization
1. MsourcE Corp. * www.msource.net	B-to-B 2%; B-to-C 98% Outbound 15%; Inbound 85%	Financial/banking services, insurance, retail/logistics
2. InfoCision Management Corp. www.infocision.com	B-to-B 15%; B-to-C 85% Outbound 90%; Inbound 10%	Nonprofit/political/religious fundraising, commercial sales, volunteer recruitment
3. FutureCall LLC www.futurecall.com	B-to-B 15%; B-to-C 85% Outbound 85%; Inbound 15%	Financial services, telecommunications, customer service, care and retention

Ranking By Percentage Growth: Intermediate Capacity

Company	Type Of Teleservices	Areas Of Specialization	Percentage Growth
1. MsourcE Corp. * www.msource.net	B-to-B 2%; B-to-C 98% Outbound 15%; Inbound 85%	Financial/banking services, insurance, retail/logistics	5,911.78%
2. InfoCision Management Corp. www.infocision.com	B-to-B 15%; B-to-C 85% Outbound 90%; Inbound 10%	Nonprofit/political/religious fundraising, commercial sales, volunteer recruitment	17.51%
3. FutureCall LLC www.futurecall.com	B-to-B 15%; B-to-C 85% Outbound 85%; Inbound 15%	Financial services, telecommunications, customer service, care and retention	6.30%

Ranking By Net Minutes Gained: Developing Capacity

Company

Type Of Teleservices

Areas Of Specialization

1. CCC Interactive *

www.cccinteractive.com

B-to-B 20%; B-to-C 80%

Outbound 40%; Inbound 60%

Financial services, utilities, consumer products

2. Global Contact Services *

www.gcsagents.com

B-to-B 20%; B-to-C 80%

Outbound 70%; Inbound 30%

Insurance, financial services, telecommunications

3. Help Desk NOW, Inc. *

www.helpdesknow.com

B-to-B 25%; B-to-C 75%

Outbound 0%; Inbound 100%

Telecommunications, hospitality, retail

4. Telerx

www.telerx.com

B-to-B 20%; B-to-C 80%

Outbound 5%; Inbound 90%

Customer care, customer service, consumer affairs

5. Synergy Solutions *

www.synergysolutionsinc.com

B-to-B 10%; B-to-C 90%

Outbound 80%; Inbound 20%

Financial services, membership services, telecommunications

6. Unicall International, Inc.

www.unicallinc.com

B-to-B 80%; B-to-C 20%

Outbound 80%; Inbound 20%

High-tech, financial services, health care

Ranking By Percentage Growth: Developing Capacity

Company	Type Of Teleservices	Areas Of Specialization	Percentage Growth
1. Global Contact Services * www.gcsagents.com	B-to-B 20%; B-to-C 80% Outbound 70%; Inbound 30%	Insurance, financial services, telecommunications	10,912.22%
2. Unicall International, Inc. www.unicallinc.com	B-to-B 80%; B-to-C 20% Outbound 80%; Inbound 20%	High-tech, financial services, health care	225.00%
3. CCC Interactive * www.cccinteractive.com	B-to-B 20%; B-to-C 80% Outbound 40%; Inbound 60%	Financial services, utilities, consumer products	159.20%
4. Help Desk NOW, Inc. * www.helpdesknow.com	B-to-B 25%; B-to-C 75% Outbound 0%; Inbound 100%	Telecommunications, hospitality, retail	105.25%
5. Telerx www.telerx.com	B-to-B 20%; B-to-C 80% Outbound 5%; Inbound 90%	Customer care, customer service, consumer affairs	20.73%
6. Synergy Solutions www.synergy.com	B-to-B 10%; B-to-C 90% Outbound 80%; Inbound 20%	Financial services, membership services, telecommunications	16.54%

[Return To The August 2003 Table Of Contents]

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