This article originally appeared in the April 2012 issue of Customer Interaction Solutions
At the start of the second quarter of each year since 1986, Customer Interaction Solutions has delivered its Top 50 Teleservices Agency Ranking. True to form, for the 27th time, we present our rankings.
Our Top 50 rankings are based on extensive detail gleaned from an exhaustive application process in which teleservices vendors quantify their service delivery in terms of minutes usage in their various call center locations. Through more than a quarter century of consistency in processing and evaluating applications, the Top 50 ranking has become the benchmark for businesses seeking high-capacity teleservices agencies.
Ranking Criteria
Because the primary factor in our rankings is agency size, based on annual call volume, Customer Interaction Solutions has always relied on measurable, third-party-verifiable data to determine our rankings of the Top 50 agencies. More specifically, we ranked these agencies based on the number of minutes each was billed by each of its phone companies for telephone service for 12 months.
Qualification
Qualifying teleservices agencies in this year’s Top 50 were required to submit responses to a detailed questionnaire, indicating the nature of their operations and listing the number of billable minutes for the 12-month period. Verification, in the form of the signature of each agency’s president/CEO was required, in addition to submitting a letter of verification from each telephone service providers used, certifying the number of minutes for which the providers billed the agencies during the evaluation period.
Outbound
U.S. Domestic
DialAmerica (Mahwah, N.J.) www.dialamerica.com
GC Services Limited Partnership (Houston, Texas) www.gcserv.com
Alorica Inc. (Chino, Calif.) www.alorica.com
PCCW (News - Alert) Teleservices (Dublin, Ohio) www.pccwteleservices.com
Agero (Medford, Mass.) www.agero.com
USA800 Inc. (Kansas City, Mo.) www.usa800.com
Thomas L. Cardella & Associates (Cedar Rapids, Iowa) www.tlcassociates.com
TeleServices Direct (Indianapolis, Ind.) www.teleservicesdirect.com
ACCENT Marketing Services (Jeffersonville, Ind.) www.accentonline.com
VXI Global Solutions Inc. (Los Angeles, Calif.) www.vxi.com
Telvista Inc. (Dallas, Texas) www.telvista.com
The Results Companies (News - Alert) (Dania Beach, Fla.) www.theresultscompanies.com
24-7 Intouch (Regina, SK) www.24-7intouch.com
AnswerNet (News - Alert) (Willow Grove, Pa.) www.answernetnetwork.com
Dialogue Marketing (Troy, Mich.) www.dialogue-marketing.com
Ameridial Inc. (North Canton, Ohio) www.ameridial.com
American Customer Care (News - Alert) Inc. (Bristol, Conn.) www.americancustomercare.com
Affinitas Corp. (Omaha, Neb.) www.affinitas.net
Telerx (Horsham, Pa.) www.telerx.com
NOVO 1 (Forth Worth, Texas) www.novo1.com
The Connection (Burnsville, Minn.) www.the-connection.com
International
Teleperformance (News - Alert) (Paris, France) www.teleperformance.com
PCCW Teleservices (Hong Kong) www.pccwteleservices.com
Telvista Inc. (Dallas, Texas) www.telvista.com
VXI Global Solutions Inc. (Lo s Angeles, Calif.) www.vxi.com
24-7 Intouch (Regina, SK) www.24-7intouch.com
TeleServices Direct (Indianapolis, Ind.) www.teleservicesdirect.com
Agero (Medford, Mass.) www.agero.com
AnswerNet (Willow Grove, Pa.) www.answernetnetwork.com
VOXDATA Solutions Inc. (Montreal, QC) www.voxdata.com
ACCENT Marketing Services (Jeffersonville, Ind.) www.accentonline.com
GC Services Limited Partnership (Houston, Texas) www.gcserv.com
The Results Companies (Dania Beach, Fla.) www.theresultscompanies.com
Inbound
Domestic
Teleperformance USA (Holladay, Utah) www.teleperformance.com
Alorica (Chino, Calif.) www.alorica.com
GC Services Limited Partnership (Houston, Texas) www.gcserv.com
Agero (Medford, Mass.) www.agero.com
DialAmerica (Mahwah, N.J.) www.dialamerica.com
VXI Global Solutions Inc. (Los Angeles, Calif.) www.vxi.com
Telvista Inc. (Dallas, Texas) www.telvista.com
The Results Companies (Dania Beach, Fla.) www.theresultscompanies.com
The Connection (Burnsville, Minn.) www.the-connection.com
ACCENT Marketing Services (Jeffersonville, Ind.) www.accentonline.com
Telerx (Horsham, Pa.) www.telerx.com
AnswerNet (Willow Grove, Pa.) www.answernetnetwork.com
Global Response (Margate, Fla.) www.globalresponse.com
Affinitas Corp. (Omaha, Neb.) www.affinitas.net
Ameridial Inc. (North Canton, Ohio) www.ameridial.com
American Customer Care Inc. (Bristol, Conn.) www.americancustomercare.com
Listen Up Español (Portland, Main) www.listenupespanol.com
NOVO 1 (Fort Worth, Texas) www.novo1.com
Dialogue Marketing (Troy, Mich.) www.dialogue-marketing.com
PCCW Teleservices (Dublin, Ohio) www.pccwteleservices.com
24-7 Intouch (Regina, SK) www.24-7intouch.com
Thomas L. Cardella & Associates (Cedar Rapids, Iowa) www.tlcassociates.com
USA800 Inc. (Kansas City, Mo.) www.usa800.com
TeleServices Direct (Indianapolis, Ind.) www.teleservicesdirect.com
International
Teleperformance (Paris, France) www.teleperformance.com
Teleperformance USA (Holladay, Utah) www.teleperformance.com
PCCW Teleservices (Hong Kong) www.pccwteleservices.com
VXI Global Solutions Inc. (Los Angeles, Calif.) www.vxi.com
The Results Companies (Dania Beach, Fla.) www.theresultscompanies.com
AnswerNet (Willow Grove, Pa.) www.answernetnetwork.com
24-7 Intouch (Regina, SK) www.24-7intouch.com
Skybridge Marketing Group (Greenfield, Minn.) www.skybridgemg.com
Listen Up Español (Portland, Maine) www.listenupespanol.com
ACCENT Marketing Services (Jeffersonville, Ind.) www.accentonline.com
Agero (Medford, Mass.) www.agero.com
VOXDATA Solutions Inc. (Montreal, QC) www.voxdata.com
Telvista Inc. (Dallas, Texas) www.telvista.com
Telerx (Horsham, Pa.) www.telerx.com
GC Services Limited Partnership (Houston, Texas) www.gcserv.com
Dialogue Marketing (Troy, Mich.) www.dialogue-marketing.com
Interactive XO Interactive (Beaverton, Ore.) www.xo.com
Teleperformance (Paris, France) www.teleperformance.com
Teleperformance USA (Holladay, Utah) www.teleperformance.com
PCCW Teleservices (Hong Kong) www.pccwteleservices.com
24-7 Intouch (Regina, SK) www.24-7intouch.com
ACCENT Marketing Services (Jeffersonville, Ind.) www.accentonline.com
Agero (Medford, Mass.) www.agero.com
GC Services Limited Partnership (Houston, Texas) www.gcserv.com
The Results Companies (Dania Beach, Fla.) www.theresultscompanies.com
VXI Global Solutions Inc. (Los Angeles, Calf.) www.vxi.com
Telerx (Horsham, Pa.) www.telerx.com
DialAmerica (Mahwah, N.J.) www.dialamerica.com
The Connection (Burnsville, Minn.) www.the-connection.com
Alorica (Chino, Calif.) www.alorica.com
Telvista Inc. (Dallas, Texas) www.telvista.com
Dialogue Marketing (Troy, Mich.) www.dialogue-marketing.com
NOVO 1 (Fort Worth, Texas) www.novo1.com
American Customer Care Inc. (Bristol, Conn.) www.americancustomercare.com
Global Total
Teleperformance (Paris, France) www.teleperformance.com
XO Interactive (Beaverton, Ore.) www.xo.com
Teleperformance USA (Holladay, Utah) www.teleperformance.com
Alorica (Chino, Calif.) www.alorica.com
PCCW Teleservices (Dublin, Ohio, and Hong Kong) www.pccwteleservices.com
GC Services Limited Partnership (Houston, Texas) www.gcserv.com
VXI Global Solutions Inc. (Los Angeles, Calif.) www.vxi.com
**
The Results Companies (Dania Beach, Fla.) www.theresultscompanies.com
DialAmerica (Mahwah, N.J.) www.dialamerica.com
Agero (Medford, Mass.) www.agero.com
Telvista Inc. (Dallas, Texas) www.telvista.com
ACCENT Marketing Services (Jeffersonville, Ind.) www.accentonline.com
24-7 Intouch (Regina, SK) www.24-7intouch.com
AnswerNet (Willow Grove, Pa.) www.answernetnetwork.com
The Connection (Burnsville, Minn.) www.the-connection.com
Telerx (Horsham, Pa.) www.telerx.com
Thomas L. Cardella & Associates (Cedar Rapids, Iowa) www.tlcassociates.com
USA800 Inc. (Kansas City, Mo.) www.usa800.com
Listen Up Español (Portland, Maine) www.listenupespanol.com
TeleServices Direct (Indianapolis, Ind.) www.teleservicesdirect.com
Ameridial Inc. (North Canton, Ohio) www.ameridial.com
Affinitas Corp. (Omaha, Neb.) www.affinitas.net
American Customer Care Inc. (Bristol, Conn.) www.americancustomercare.com
Dialogue Marketing (Troy, Mich.) www.dialogue-marketing.com
Global Response (Margate, Fla.) www.globalresponse.com
Skybridge Marketing Group (Greenfield, Minn.) www.skybridgemg.com
NOVO 1 (Fort Worth, Texas) www.novo1.com
VOXDATA Solutions Inc. (Montreal, QC) www.voxdata.com
Edited by Stefania Viscusi