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This is the twenty-third year Customer Interaction 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 ranking will be highlighted in the April 2008 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 2006 through October 2007.


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 2006 and October 2007. 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.

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 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 agencies that supplied a portion of their verification from their president/CEO.

Understanding The Listings
As you read through the list of outbound “Top 50” agencies, you will notice that we have provided a numerical ranking of 1 through 35 (1 being the largest), as this year, only 35 companies met with our minimum criteria of billable minutes to be included in the outbound ranking.

Category A is composed of U.S. service agencies, and 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.

Companies with enhanced listings are regular advertisers in Customer Interaction Solutions or TMCnet.com.

CATEGORY A
1. Teleperformance USA †
www.teleperformance.com

2. Millennium Teleservices †
www.mmtel.com

3. ICT Group, Inc. * †
www.ictgroup.com

4. InfoCision Management Corp.
Ph: 330-668-1400; Fx: 330-668-1401
www.infocision.com
Year began providing teleservices: 1982Size of projects accepted: Minimum 500 hoursType of calling: B-to-B: 10%; B-to-C: 90%
Outbound: 75%; Inbound: 25%
Specialization: political, non-profit and religious fundraising; product/service sales and customer care; volunteer recruitment

5. Sitel * †
www.sitel.com

6. DialAmerica Marketing, Inc.
www.dialamerica.com

7. Influent Inc. †
www.influentinc.com

8. Telvista †
www.telvista.com

9. GC Services Limited Partnership *
www.gcserv.com

10. TCIM Services, Inc. *
www.tcim.com

11. Teleservices Direct
www.teleservicesdirect.com

12. The Heritage Company, Inc.
www.theheritagecompany.com

13. NOVO 1, Inc.
www.novo1.com

14. Cross Country Automotive Services †
www.crosscountry-auto.com

15. Synergy Solutions *
www.synergysolutionsinc.com

16. American Customer Care, Inc.
Ph: 860-267-0686; Fx: 800-267-0846
www.americancustomercare.com
Year began providing teleservices: 1986Type of calling: B-to-B: 57%; B-to-C: 43%Outbound: 57%; Inbound: 43% Specialization: Customer service and help desk, outbound b-to-b and complete interaction management

17. OKS-Ameridial Inc.
www.oksameridial.com


18. Charlton
www.tcgcorp.net

19. 121 Direct Response
www.121directresponse.com

20. NCO Customer Management Inc. * †www.ncogroup.com

21. Protocol Services, Inc. * †
www.protocolmarketing.com

22. L-3 Microdyne Outsourcing Inc. *
www.microdyne.com

23. eTelecare Global Solutions * †
Ph: 480-477-1200; Fx: 480-477-1279
Web: www.etelecare.com
Year began providing teleservices: 1999
Size of projects accepted: 100,000 minimumType of calling: B-to-B: 8.5%; B-to-C: 91.5%Outbound: 9.9%; Inbound: 90.1%Specialization: customer care, sales and technical support

24. Hamilton Contact Center Services
www.hamiltontm.com

25. Greene, an RMG Direct Company
www.rmgdirectinc.com

26. Americall Group Inc. (a Teleperformance company) *
www.americallgroup.com

27. Power Direct, Inc.
www.power-direct.com

28. AnswerNet Network
www.answernetnetwork.com

29. VXI Global Solutions †
www.vxiusa.com

30. APAC Customer Services, Inc.
www.apaccustomerservices.com

31. AFFINA - An HTMT Global Solutions Company *
www.affina.com

32. The Connection *
www.the-connection.com

33. InService America
www.inserviceamerica.com

34. Alta Resources *
www.altaresources.com

35. Telerx *
www.telerx.com


CATEGORY B – INTERNATIONAL

1. Teleperformance
Ph: +43 1 54555540; Fx: +43 1 5455553
www.teleperformance.com
Year began providing teleservices: 1988
Size of projects accepted: Minimum 100 hoursType of calling: B-to-B: 22%; B-to-C: 78%Outbound: 54% Inbound: 46%
Specialization: Telecommunications, Customer Care, Financial Services, Customer Acquisition

2. Sitel *
www.sitel.com

3. NCO Group *
www.ncogroup.com

4. Teleperformance USA (a Teleperformance company)
www.teleperformanceusa.com

5. ICT Group, Inc. *
www.ictgroup.com

6. Protocol Service, Inc. *
www.protocol-marketing.com

7. PCCW Teleservices *
www.pccwteleservices.com

8. Telvista, Inc.
www.telvista.com

9. eTelecare Global Solutions *
Ph: 480-477-1200; Fx: 480-477-1279
www.etelecare.com
Year began providing teleservices: 1999
Size of projects accepted: 100,000 minimum
Type of calling: B-to-B: 8.5%; B-to-C: 91.5%
Outbound: 9.9%; Inbound: 90.1%
Specialization: customer care, sales and technical support

10. VOXDATA *
www.voxdata.com

11. Influent Inc.
www.influentinc.com

12. Millennium Teleservices
www.mmtel.com

13. Hispanic Teleservices Corp., A Teleperformance company *
www.htc.to

14. VXI Global Solutions, Inc.
www.vxiusa.com

15. Cross Country Automotive Services
www.crosscounty-auto.com

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