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] |