This is the twenty-first year Customer Inter@ction Solutions magazine brings you its 'Top 50' Teleservices Agency Ranking. In this issue, we're presenting the 'Top 50' outbound portion of the ranking. (The inbound portion of the ranking will be highlighted in the April 2006 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 2004 through October 2005. 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 were required to answer a questionnaire detailing the nature of their business and listing their number of billable minutes between November 2004 and October 2005. 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 allow the company to certify a portion of the missing minutes with 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
First, you'll notice that we have included a ranking of aggregate minutes, inbound and outbound, domestic and international, to provide readers with a picture of how the largest teleservices providers measure against one another on a global basis. This ranking follows the domestic and international outbound lists and is marked as Category C.
Second, as you read through the list of outbound 'Top 50' agencies, you will notice that we have provided a The Top Five Global
Teleservices Performers
1. SR. Teleperformance
2. ACS, Inc.
3. Sitel Corp.
4. ClientLogic
5. ICT Group, Inc.
numerical ranking of 1 through 36 (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 36 companies met with our minimum criteria of billable minutes to be included in the outbound ranking.
You will notice that the outbound ranking has been divided into two categories: A and B. 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.
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.CIS
CATEGORY A — |
CATEGORY B ' INTERNATIONAL |
CATEGORY C — GLOBAL TOP 50 RANKING, AGGREGATE INBOUND & OUTBOUND, DOMESTIC & INTERNATIONAL |
1. Millenium Teleservices LLC (www.mmtel.com)
2. ICT Group, Inc. ' * www.ictgroup.com
3. 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: 14%; B-to-C: 86% Outbound: 84%; Inbound: 15%; Interactive Inbound: 1% Specialization: political, non-profit and religious fundraising, product/service sales and customer care, volunteer recruitment
4. DialAmerica Marketing, Inc. (www.dialamerica.com)
5. Americall Group Inc. (part of the SR. Teleperformance Group) ' * www.americallgroup.com
6. SITEL Corp. ' www.sitel.com
7. GC Services Limited Partnership ' *
www.gcserv.com
8. Teleperformance USA (part of the SR. Teleperformance Group) ' www.teleperformanceusa.com
9. APAC Customer Services, Inc. ' *
www.apaccustomerservices.com
10. TCIM Services, Inc. *
www.tcim.com
11. ClientLogic ' *
www.clientlogic.com
12. Epixtar ' www.epixtar.com
13. NCO Group ' * www.ncogroup.com
14. NOVO 1, Inc.
www.novo1.com
15. Influent Inc. '
www.influentinc.com
16. Teleservices Direct ' www.teleservicesdirect.com
17. eTelecare Global Solutions ' * www.etelecare.com
18. The Heritage Company, Inc.
www.theheritagecompany.com
19. Charlton www.tcgcorp.com
20. Synergy Solutions, Inc. * www.synergysolutionsinc.com
www.synergysolutionsincc.com
21. 121 Direct Response (Tele-Response Center, Inc.) * www.121directresponse.com
22. Cross Country Automotive Services, Inc. ' www.crosscountry-auto.com
23. ACS, Inc. ' *
www.acs-inc.com
24. Hamilton Contact Center Services www.hamiltontm.com
25. AnswerNet Network
www.answernetnetwork.com
26. 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 200 hours Type of calling: B-to-B: 54%; B-to-C: 46% Outbound: 69.1; Inbound: 30.9% Specialization: customer service, sales, market research
27. Microdyne Outsourcing, Inc. *
www.microdyne.com
28. Greene & Associates, Inc.
www.greeneassoc.com
29. Vision-X, Inc. * www.vxiusa.com
30. The Connection *
www.the-connection.com
31. Alta Resources *
www.altaresources.com
32. AFFINA, LLC *
www.affina.com
33. InPulse Response Group
www.inpulseresponse.com
34. Connextions www.connextions.com
35. Telvista ' * www.telvista.com
36. InService America www.inserviceamerica.com |
1. SR. Teleperformance Ph: +33 155764080; Fx: +33 155764081 www.srteleperformanc.com Year began providing teleservices: 1978 Size of projects accepted: Minimum varies Type of calling: B-to-B: 20%; B-to-C: 80% Outbound: 31%; Inbound: 64%; Interactive Inbound: 5% Specialization: outsourced CRM services, debt collection, technical support
2. SITEL Corp.
www.sitel.com
3. NCO Group *
www.ncogroup.com
4. Teleperformance USA (part of the SR. Teleperformance Group) www.teleperformanceusa.com
5. ICT Group, Inc. *
www.ictgroup.com
6. ClientLogic *
www.clientlogic.com
7. eTelecare Global Solutions *
www.etelecare.com
8. PCCW Contact Center Business * www.pccw.com/contactcenter
9. GC Services Limited Partnership * www.gcserv.com
10. Influent Inc.
www.influentinc.com
11. Teleservices Direct
www.teleservicesdirect.com
12. Telvista * www.telvista.com
13. APAC Customer Services, Inc. * www.apaccustomerservices.com
14. Americall Group Inc. (part of the SR. Teleperformance Group)
www.americallgroup.com
15. Ambergris Solutions *
www.ambergrissolutions.com
16. Voxdata *
www.voxdata.com
17. Epixtar www.epixtar.com
www.epixtar.com
18. ACS, Inc. *
www.acs-inc.com
19. Cross Country Automotive Services, Inc.
www.crosscountry-auto.com
20. Hispanic Teleservices Corp. * www.htc.to
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1. SR. Teleperformance Ph: +33 155764080; Fx: +33 155764081
www.srteleperformanc.com Year began providing teleservices: 1978 Size of projects accepted: Minimum varies Type of calling: B-to-B: 20%; B-to-C: 80% Outbound: 31%; Inbound: 64%; Interactive Inbound: 5% Specialization: outsourced CRM services, debt collection, technical support
2. ACS, Inc. * www.acs-inc.com
3. SITEL Corp. www.sitel.com
4. ClientLogic *
www.clientlogic.com
5. ICT Group, Inc. * www.ictgroup.com
6. NCO Group * www.ncogroup.com
7. Teleperformance USA (part of the SR. Teleperformance Group) www.teleperformanceusa.com
8. eTelecare Global Solutions * www.etelecare.com
9. APAC Customer Services, Inc. * www.apaccustomerservices.com
10. GC Services Limited Partnership * www.gcserv.com
11. Telvista www.telvista.com
12. DialAmerica Marketing Inc. www.dialamerica.com
13. 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: 14%; B-to-C: 86% Outbound: 84%; Inbound: 15%; Interactive Inbound: 1% Specialization: political, non-profit and religious fundraising, product/service sales and customer care, volunteer recruitment
14. Millenium Teleservices
www.mmtel.com
15. Americall Group Inc. (part of the SR. Teleperformance Group)
www.americallgroup.com
16. Center Partners * www.centerpartners.com
www.mmtel.com
17. TCIM Services, Inc. *
www.tcim.com
18. Vision-X Inc. *
www.vxiusa.com
19. PCCW Contact Center Business * www.pccw.com/contactcenter
20. Hispanic Teleservices Corp. * www.htc.to
21. Cross Country Automotive Services
www.crosscountry-auto.com
22. AFFINA, LLC *
www.affina.com
23. Influent, Inc.
www.influentinc.com
24. Epixtar www.epixtar.com
25. MCCI (part of the SR. Teleperformance Group)
www.mcci.ca
26. The Connection *
www.the-connection.com
27. Archway Marketing Services
www.archway.com
28. NOVO 1 www.novo1.com
29. Teleservices Direct www.teleservicesdirect.com
30. Charlton www.tcgcorp.netm
31. Telerx www.telerx.com
32. Microdyne Outsourcing Inc. *
www.microdyne.com
33. Synergy Solutions, Inc. *
www.synergysolutionsinc.com
34. The Heritage Company, Inc.
www.theheritagecompany.com
35. InPulse Response Group
www.inpulseresponse.com
36. Hamilton Contact Center Services www.hamiltontm.com
37. Alta Resources *
www.altaresources.com
38. 121 Direct Response (Tele-Response Center, Inc.) *
www.121directresponse.com
39. AnswerNet Network
www.answernetnetwork.com
40. Alert Communications *
www.alertcom.com
41. XO Interactive * www.xo.com
42. Ambergris Solutions *
www.ambergrissolutions.com
43. 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 200 hours Type of calling: B-to-B: 54%; B-to-C: 46% Outbound: 69.1; Inbound: 30.9% Specialization: customer service, sales, market research
44. InService America
www.inserviceamerica.com
45. Voxdata * www.voxdata.com
46. Connextions
www.connextions.com
47. Global Response *
www.globalresponse.com
48. O'Currance Teleservices www.ocurrance.com
www.ocurrance.com
49. Greene & Associates, Inc. www.greeneassoc.com
50. 24-7 InTouch Inc.
www.24-7intouch.com |
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