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Teleservices Outsourcing
April 2000

 

Fifteenth-Annual Top 50 Inbound Teleservices Agencies Ranking

 

Category A

Category C

Category B Category D

This is the fifteenth year C@LL CENTER CRM Solutions� magazine brings you its "Top 50" Teleservices Agencies ranking. In this issue, we're presenting the "Top 50" inbound portion of the ranking. (The outbound portion of the ranking was highlighted in the March 2000 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, C@LL CENTER CRM 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 1998 through October 1999. 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 had to answer a questionnaire detailing the nature of their business and listing their number of billable minutes between Novem ber 1998 and October 1999. 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 required 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, C@LL CENTER CRM 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 Charts
As you read through the list of "Top 50" agencies, you will notice that we have provided a numerical ranking of 1 through 50 (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.

In addition to the rankings, we have provided background information on the agencies, such as number of call centers and last year's ranking in the "Top 50" (where applicable) to give you a broader picture of each agency and help you narrow down your selections. It is important to note that information provided under the category of "Specialization" is reflective of both the agency's inbound and outbound work.

You will notice that the "Top 50" inbound has been divided into four categories: A, B, C and D. Category A is composed of U.S. service agencies whose primary business function is provision of telemarketing services for outside firms. Category B was created eight years ago to let readers know that companies ranked in this section do 50 percent or more of their teleservices for a parent company or a company that owns an interest in their agency. As always, we feel that companies in Category B deserve "Top 50" recognition for the notable contributions they make to the teleservices industry. It is important to note that companies in Category B have all indicated that they can accept new clients, so don't hesitate to call on them as you would any of the companies listed in Category A. If you are considering an international teleservices campaign, Category C 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 C. Domestic companies that are also ranked in the International category are marked with a dagger (�) in their domestic ranking.

Category D, which was introduced in 1998, is comprised of companies that provide purely interactive inbound services (no live operators). We added this category to reflect the growing demand for such interactive inbound services. Companies that are in the Domestic and International categories that are also ranked in the Interactive category are marked with a double dagger (�) in their Domestic and International rankings.

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 C@LL CENTER CRM Solutions�.

Category A

Category C

Category B Category D

Top 50 Teleservices Agencies -- Category A

Company Name, Location, Total Number of Call Centers & Web Site

Phone Number & Fax Number

Year Began Teleservices & Size of Projects Accepted

Type of Calling

Specialization

1999 Ranking

1. Convergys Corp.*�� - Cincinnati, OH (31) www.convergys.com 

800-344-3000 513-458-1315

1988 5,000 hrs./ 2,500 hrs. intl. minimum

b-to-b 25%; b-to-c 75% outbound 25%; inbound 68%; interactive 7%

Customer Service/Tech Support, B-to-B Sales, Direct Response

1

2. APAC Customer Services* - Deerfield, IL (60) www.apaccustomer
services.com
 

800-822-2722 847-374-3210

1973 5,000 hrs. minimum

b-to-b 28%; b-to-c 72% outbound 47%; inbound 53%

CRM, Call Center Network Consolidation, Interactive Assisted Sales/Services

5

3. West TeleServices Corp.*� - Omaha, NE (30) www.west.com 

800-841-9000 402-963-1603

1986 1,000 hrs. minimum

b-to-b 5%; b-to-c 95% outbound 33%; inbound 44%; interactive 23%

Customer Acquisition, Retention and Growth

4

4. Precision Response Corp. - Miami, FL (9) www.prcnet.com 

305-816-4600 305-816-4360

1982 5,000 hrs. minimum

b-to-b 34%; b-to-c 66% outbound 8%; inbound 92%

Telecommunications, Online Customer Care, Financial Services

2

5. TeleTech Holdings, Inc.�� - Denver, CO (16) www.teletech.com 

303-894-4000 303-813-4635

1982 10,000 hrs. minimum

b-to-b 35%; b-to-c 65% outbound 13%; inbound 72%; interactive 15%

Telecommunications, Customer Service, Financial Services

3

6. GC Services Limited Partnership*� - Houston, TX (31) [email protected] 

713-777-4441 713-776-6535

1957 variable hrs. minimum

b-to-b 10%; b-to-c 90% outbound 29%; inbound 70%; interactive 1%

Teleservices, Financial Services, Outsourcing

6

7. Aegis Communications Group, Inc. - Irving, TX (24) www.aegiscomgroup.com 

800-332-0266 972-868-0267

1968 1,000 hrs. minimum

b-to-b 50%; b-to-c 50% outbound 44%; inbound 56%

Telecommunications, Financial Services, Wireless

15

8. EDS Centrobe*� - Boulder, CO (35) www.centrobe.com 

877-236-8762 303-666-3887

1949 negotiable hrs.

b-to-b 34%; b-to-c 66% outbound 2%; inbound 81%; interactive 17%

Inbound Customer Service, Internet Processing, CRM

7

9. SITEL Corp.*� - Omaha, NE (42)

402-963-6810 402-963-2699

1985 2,500 hrs. minimum

b-to-b 25%; b-to-c 75% outbound 34%; inbound 66%

Financial/Insurance Services, Technology Services, Automotive

9

10. Excell Global Services, Inc.*� - Scottsdale, AZ (6) www.excellglobal.com 

888-359-6660 602-808-5110

1995 60,000 hrs./ yr. minimum

b-to-b 2%; b-to-c 98% outbound 8%; inbound 92%

Nationwide Directory Assistance, CRM, Operator Services

10

11. Associates Commerce Solutions (formerly SPS Payment Systems, Inc.) - Deerfield, IL (4) 

800-473-3390 847-597-3303

1985 2,000 hrs. minimum

b-to-b 25%; b-to-c 75% outbound 20%; inbound 80%

Technical/Help Desk Support, Customer Service, Catalog Order Entry

11

12. Boston Communications Group, Inc.� - Woburn, MA (4) [email protected] 

617-692-7000 617-692-6200

1993 no minimum

b-to-b 100% outbound 7%; inbound 93%

Wireless, Inbound, Level II Services

n/a

13. MicroAge Teleservices*� - Tempe, AZ (3) 

800-813-4007 480-366-2820

1994 5,000 hrs. minimum

b-to-b 60%; b-to-c 40% outbound 28%; inbound 70%; interactive 2%

Inbound Customer Service, Technical Support, Sales

14

14. ICT Group, Inc.� - Langhorne, PA (26) www.ictgroup.com 

800-799-6880 215-757-7877

1983 1,000 hrs. minimum

b-to-b 20%; b-to-c 80% outbound 63%; inbound 36%; interactive 1%

Insurance, Financial Services, Telecommunications

19

15. AFFINA - The Customer Relationship Co.*� - Peoria, IL (7) www.affina.com 

309-685-5901 309-679-4408

1973 2,500 hrs. minimum

b-to-b 25%; b-to-c 75% outbound 8%; inbound 90%; interactive 2%

Inbound Consumer Relations, Database Marketing, Market Research

13

16. Unitel Corp. - McLean, VA (3) www.unitelcorp.com 

703-917-9170 703-917-1556

1991 10,000 hrs. minimum

b-to-b 50%; b-to-c 50% outbound 10%; inbound 85%; interactive 5%

Internet Customer Care and Acquisition Services

31

17. TeleQuest Teleservices* - Arlington, TX (8) www.telequest.com 

817-258-6500 817-258-6506

1986 500 hrs. minimum

b-to-b 60%; b-to-c 40% outbound 45%; inbound 55%

Financial Services, Telecommunications, Third-Party Verification

25

18. Abacus Communications LC� - Virginia Beach, VA (5) www.callabacus.com 

757-497-2004 757-497-8876

1988 200 hrs. minimum

b-to-b 28%; b-to-c 72% outbound 19%; inbound 78%; interactive 3%

Customer Service, E-Commerce, Catalog Order/Customer Service

22

19. TeleMark, Inc.* - Portland, OR (9) www.telemark-inc.com 

503-652-6000 503-653-3994

1988 2,000 hrs. minimum

b-to-b 25%; b-to-c 75% outbound 60%; inbound 40%

Financial Services, Telecommunications, Direct Sales

40

20. Ron Weber and Assocs., Inc.* - Milford, CT (8)

203-799-0000 203-882-9998

1980 300 hrs. minimum

b-to-b 50%; b-to-c 50% outbound 66%; inbound 34%

Telecommunications, Technology, Consumer Products

21

21. Trase Miller Group - Oak Brook, IL (2) [email protected] 

630-990-4555 630-990-6850

1991 1,000 hrs. minimum

b-to-b 25%; b-to-c 75% outbound 10%; inbound 90%; interactive 10%

Inbound Direct Response, Internet Customer Care, Inbound Travel

17

22. King TeleServices* - S. Plainfield, NJ (4) www.king-teleservices.com 

800-817-5468 908-769-8900

1942 500 hrs. minimum

b-to-b 40%; b-to-c 60% outbound 60%; inbound 40%

Telecommunications, Financial Services, Publishing

24

23. Young America Corp.� - Young America, MN (3) www.young-america.com 

612-467-1100 612-467-3895

1990 500 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 4%; inbound 76%; interactive 20%

Customer Care, Interactive, Lead Generation

26

24. Protocol Communications*� - Sarasota, FL (26) www.protocolusa.com 

800-435-2003 941-906-1422

1991 100 hrs. minimum

b-to-b 60%; b-to-c 40% outbound 40%; inbound 40%; interactive 20%

E-CRM, Marketing Services, E-Commerce

n/a

25. TeleSpectrum Worldwide, Inc.�� - King of Prussia, PA (23) www.telespectrum.com 

888-878-7400 610-878-7931

1982 2,000 hrs. minimum

b-to-b 20%; b-to-c 80% outbound 70%; inbound 20%; interactive 10%

Financial Services, Telecommunications, Insurance

n/a

26. Communication Services Group (MarCom, DMS, The Development Center, 800 Support, Data Decisions) - Sunrise, FL (16) [email protected] 

954-747-6562 954-741-1666

1982 95 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 80%; inbound 20%

Financial Services, Telecommunications, Insurance

29

27. Harte-Hanks* - Austin, TX (16) www.harte-hanks.com 

800-456-9748 512-244-9222

1981 500 hrs. minimum

b-to-b 50%; b-to-c 50% outbound 60%; inbound 40%

High-Tech, Financial Services, Credit Card

41

28. The Connection* - Burnsville, MN (6) www.the-connection.com 

800-883-5777 612-948-5498

1981 500 hrs. minimum

b-to-b 25%; b-to-c 75% inbound 100%

Catalog Services, Financial Services, Telecommunications

34

29. TCIM Services, Inc.* - Wilmington, DE (14) www.tcim.com 

302-633-3000 302-633-3039

1988 2,000 hrs. minimum

b-to-b 50%; b-to-c 50% outbound 70%; inbound 30%

Web-Enabled Finance, Insurance and Telecommunications

45

30. Inter-Media Marketing Solutions - West Chester, PA (7)

610-696-4646 610-429-5137

1983 5,000 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 40%; inbound 60%

Telecommunications, Customer Service, Financial Services

30

31. Telerx* - Horsham, PA (3) www.telerx.com 

800-2-TELERX 215-347-5800

1980 1,000 hrs. minimum

b-to-b 20%; b-to-c 80% outbound 20%; inbound 80%

Consumer Affairs, Customer Service, Health Care Communications

33

32. Gage Marketing Services� - Minneapolis, MN (6) www.gageteleservices.com 

612-595-5811 612-595-5808

1988 125 hrs. minimum

b-to-b 15%; b-to-c 85% outbound 10%; inbound 90%

Customer Service, IVR Applications, E-Commerce

28

33. DialAmerica Maketing, Inc.� - Mahwah, NJ (67) www.dialamerica.com 

201-327-0200 201-327-4875

1957 1,000 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 90%; inbound 9%; interactive 1%

Publishing, Financial Services, Consumer Communications

35

34. USA 800, Inc. - Kansas City, MO (2) www.usa-800.com 

816-358-1303 816-358-8845

1976 100 hrs. minimum

b-to-b 20%; b-to-c 80% outbound 1%; inbound 99%

Customer Care, Order Taking, Catalog

32

35. Alert Communications Co.*� - Los Angeles, CA (4) www.alertcom.com 

800-333-7772 323-254-6809

1949 200 hrs. minimum

b-to-b 25%; b-to-c 75% outbound 5%; inbound 95%

Customer Service/ Support, E-Service/ Support, Catalog

36

36. Market USA, Inc.*� - Des Plaines, IL (18)

847-803-1900 847-803-1825

1987 1,000 hrs. minimum

b-to-b 20%; b-to-c 80% outbound 75%; inbound 25%

Insurance, Financial Services, Product/Service Sales

39

37. Advanced Data-Comm, Inc. - Dubuque, IA (5) www.advanced-data.com 

800-582-9501 319-582-2003

1988 200 hrs. minimum

b-to-b 50%; b-to-c 50% outbound 45%; inbound 50%; interactive 5%

B-to-B Sales, B-to-B Publishing, Third-Party Verification

47

38. Dakotah Direct II, LLC - Spokane, WA (6) www.dakotahdirect.com 

800-433-3633 509-789-4706

1993 1,000 hrs. minimum

b-to-b 25%; b-to-c 75% outbound 50%; inbound 50%

Insurance, Financial Services, Telecommunications

n/a

39. Accent Marketing Services, Inc. Louisville, KY (5) www.accentonline.com 

502-540-5000 502-540-5574

1994 2,000 hrs./month minimum

b-to-b 5%; b-to-c 95% outbound 5%; inbound 87%; interactive 8%

Database Management, Integrated Calling Process, Call Overflow

n/a

40. OSC Teleservices� - Lubbock, TX (1) www.osc.com 

806-747-2474 806-747-5047

1987 negotiable hrs.

b-to-b 5%; b-to-c 95% inbound 50%; interactive 50%

Telecommunications, Consumer Products, Utilities

42

41. The Product Line - Denver, CO (2) www.tpli.com 

800-343-4717 303-696-7300

1983 200 hrs. minimum

b-to-b 40%; b-to-c 60% outbound 14%; inbound 84%; interactive 2%

Computer Software, Finance/Insurance, Travel/Tourism

n/a

42. Marketing Ally Teleservices - Provo, UT (3) www.marketingally.com 

801-374-8709 801-374-0779

1992 1,000 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 60%; inbound 40%

Financial Services, High-Tech Industry, Customer Care

49

43. InService America, Inc. - Forest, VA (1) www.inserviceamerica.com 

804-316-7400 804-316-7470

1997 250 hrs. minimum

b-to-b 5%; b-to-c 95% outbound 30%; inbound 70%

Technical/Help Desk Support, Customer Service, Catalog Order Entry

n/a

44. Transcom*�� - Carmel, IN (4) www.transcomusa.com 

317-818-4900 317-818-4930

1994 2,000 hrs. minimum

b-to-b 40%; b-to-c 60% outbound 60%; inbound 35%; interactive 5%

Telecommunications, High-Tech, CRM

n/a

45. NEXTLINK Interactive, Inc.� - Portland, OR (2) www.nextlink
interactive.com
 

503-972-6863 503-972-6821

1991 8,000 hrs. minimum

b-to-b 25%; b-to-c 75% inbound 6%; interactive 94%

Call Center, Marketing, Government

n/a

46. The Jay Group - Ronks, PA (1) [email protected] 

800-953-3572 717-687-6987

1965 no minimum

b-to-b 45%; b-to-c 55% outbound 5%; inbound 95%

DTC Order Processing, B-to-B Order Processing, Customer Service

n/a

47. Telemarketing Concepts, Inc. - Yorktown Heights, NY (6)  

914-245-0701 914-245-0655

1986 variable hrs.

b-to-b 65%; b-to-c 35% outbound 95%; inbound 5%

Office Equipment, Telecommunications, Financial Services

n/a

48. FutureCall Telemarketing West, Inc. - Colorado Springs, CO (4) www.futurecallinc.com 

888-FUTURE1 719-576-2521

1988 no minimum

b-to-b 10%; b-to-c 90% outbound 98%; inbound 2%

Telecommunications, Financial Services, Fee-Based Marketing

n/a

49. InfoCision Management Corp. - Akron, OH (10) [email protected] 

330-668-1400 330-668-1401

1982 10,000 completed calls

b-to-b 25%; b-to-c 75% outbound 95%; inbound 5%

Christian/Non-Profit/ Political Fund Raising, Direct Marketing Sales, B-to-B

n/a

50. The Telemarketing Co. - Chicago, IL (2)

773-545-0407 773-545-4034

1992 1,000 hrs. minimum

b-to-b 50%; b-to-c 50% outbound 75%; inbound 25%

Publishing, Clubs

n/a

[return to the top]


Top 50 Teleservices Agencies -- Category B

Company Name, Location, Total Number of Call Centers & Web Site

Phone Number & Fax Number

Year Began Teleservices & Size of Projects Accepted

Type of Calling

Specialization

1999 Ranking

1. JCPenney Telemarketing, Inc.* - Plano, TX (14) [email protected] 

800-323-43443 972-431-4898

1981 100 hrs./daily minimum

b-to-b 10%; b-to-c 90% outbound 10%; inbound 90%

Order Entry, Reservation Services, Third-Party Verification Services

1

2. GE Financial Assurance - PMG (formerly Signature Teleservice) - Schaumburg, IL (30) [email protected] 

847-605-7269 847-605-4904

1966 5,000 hrs. minimum

b-to-b 5%; b-to-c 95% outbound 80%; inbound 20%

Insurance, Clubs Memberships, Warranty

2

3. World Access Service Corp. - Richmond, VA (1) www.worldaccess.com 

804-285-3300 804-673-1587

1983 no minimum

b-to-b 10%; b-to-c 90% outbound 5%; inbound 91%; interactive 4%

Travel Protection, Credit Card Enhancement, Int'l. Medical Assistance

3

4. Unisys Worldwide Telesales Services* - Farmington, NY (1)

800-874-8647 800-345-9015

1982 350 hrs. minimum

b-to-b 100% outbound 70%; inbound 30%

Database Marketing, Telesales, Relationship Management

6

5. Mass Marketing, Inc. - Fairfield, OH (1) www.massmarketing.com 

513-870-9000 513-874-0800

1977 10 hrs. minimum

b-to-b 95%; b-to-c 5% outbound 99%; inbound 1%

B-to-B Outbound, Commercial Printing, Dev. of Telemarketing

n/a

[return to the top]


Top 50 Teleservices Agencies -- Categrory C

Company Name, Location, Total Number of Call Centers & Web Site

Phone Number & Fax Number

Year Began Teleservices & Size of Projects Accepted

Type of Calling

Specialization

1999 Ranking

1. SR. Teleperformance Group*� - Paris, France (77) [email protected] 

+33 1 55 76 40 80 +33 1 55 76 86 86

1978 no minimum

b-to-b 50%; b-to-c 50% outbound 60%; inbound 36%; interactive 4%

International Programs, Teleservices/ Outsourcing, TQM

2

2. TeleTech Holdings, Inc. - Denver, CO (13) www.teletech.com 

303-894-4000 303-813-4635

1982 10,000 hrs. minimum

b-to-b 35%; b-to-c 65% outbound 13%; inbound 72%; interactive 15%

Telecommunications, Customer Service, Financial Services

5

3. Convergys Corp.* - Cincinnati, OH (6) www.convergys.com 

800-344-3000 513-458-1315

1988 5,000 hrs./ 2,500 hrs. intl. minimum

b-to-b 25%; b-to-c 75% outbound 25%; inbound 68%; interactive 7%

Customer Service/Tech Support, B-to-B Sales, Direct Response

10

4. Call Center Alliance* - Paris, France (18)

+33 1409 37666 +33 1409 34225

1992 1,000 hrs. minimum

b-to-b 40%; b-to-c 60% outbound 70%; inbound 30%

Consumer Services, Inbound/Outbound Telesales & Teleservices

n/a

5. SITEL Corp. - Omaha, NE (33) www.sitel.com 

402-963-6810 402-963-2699

1985 2,500 hrs. minimum

b-to-b 25%; b-to-c 75% outbound 34%; inbound 66%

Financial/Insurance Services, Technology Services, Automotive

4

6. Atesia SPA� - Rome, Italy (3) www.atesia.it 

+39 0672 9871 +39 0672987730

1989 700 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 11%; inbound 87%; interactive 2%

Customer Service, Commercial Support, Full Account Management

3

7. Transcom� - Carmel, IN (12) www.transcomusa.com 

317-818-4900 317-818-4930

1994 2,000 hrs. minimum

b-to-b 40%; b-to-c 60% outbound 60%; inbound 35%; interactive 5%

Telecommunications, High-Tech, CRM

7

8. Excell Global Services, Inc.* - Scottsdale, AZ (14) www.excellglobal.com 

888-359-6660 602-808-5110

1995 60,000 hrs./ yr. minimum

b-to-b 2%; b-to-c 98% outbound 8%; inbound 92%

Nationwide Directory Assistance, CRM, Operator Services

6

9. New Work Station Telemarketing*� - S�o Paulo, Brazil (4)

+55 11 3676 1110 +55 11 3676 1400

1991 120 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 50%; inbound 27%; interactive 23%

Credit Cards, Banks, Insurance

8

10. Watts Communications, Inc. - Toronto, ON Canada (3)
 [email protected] 

416-255-8000 416-255-4735

1965 3,000 hrs. minimum

b-to-b 20%; b-to-c 80% inbound 95%; interactive 5%

Customer Care, Technical Support, Tourism

9

11. ICT Group, Inc. - Langhorne, PA (8) www.ictgroup.com 

800-799-6880 215-757-7877

1983 1,000 hrs. minimum

b-to-b 20%; b-to-c 80% outbound 63%; inbound 36%; interactive 1%

Insurance, Financial Services, Telecommunications

14

12. Boston Communications Group, Inc. - Woburn, MA (1) [email protected] 

617-692-7000 617-692-6200

1993 no minimum

b-to-b 100% outbound 7%; inbound 93%

Wireless, Inbound, Level II Services

n/a

13. RMH TeleServices, Inc. - Bryn Mawr, PA (3) www.rmhteleservices.com 

800-367-5733 610-520-5356

1983 5,000 hrs./mo. minimum

b-to-b 20%; b-to-c 80% outbound 70%; inbound 30%

Financial Services, Technology, Telecommunications

n/a

14. Americall de Mexico* - Garza Garcia, Mexico (1) www.americallcorp.com 

630-955-9100 630-955-9955

1984 1,000 hrs. minimum

b-to-c 100% outbound 25%; inbound 75%

Insurance, Credit Card Acquisition, Financial Services

12

15. Gage Marketing Services - Minneapolis, MN (2) 

612-595-5811 612-595-5808

1988 125 hrs. minimum

b-to-b 15%; b-to-c 85% outbound 10%; inbound 90%

Customer Service, IVR Applications, E-Commerce

19

16. Advanced Contact Solutions, Inc.* - Torrance, CA (4) [email protected] 

310-212-0523 310-212-0522

1998 400 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 14%; inbound 81%; interactive 5%

Satellite Television, Web/Commerce, Telecommunications

n/a

17. TeleSpectrum Worldwide, Inc. - King of Prussia, PA (4) www.telespectrum.com 

888-878-7400 610-878-7931

1982 2,000 hrs. minimum

b-to-b 20%; b-to-c 80% outbound 70%; inbound 20%; interactive 10%

Financial Services, Telecommunications, Insurance

n/a

18. MARUSA* - Toronto, ON Canada (3)

847-803-1900 847-803-1825

1987 1,000 hrs. minimum

b-to-b 20%; b-to-c 80% outbound 75%; inbound 25%

Insurance, Financial Services, Product/Service Sales

18

19. Integrated Messaging* - Winnipeg, MB Canada (1) www.imi.mb.ca 

204-786-7630 204-786-7718

1989 no minimum

b-to-b 10%; b-to-c 90% outbound 90%; inbound 10%;

DRTV, Customer Service, Order Entry

17

20. VOXDATA - Montreal, PQ, Canada (2) [email protected] 

514-871-1920 514-871-2605

1995 1,000 hrs. minimum

b-to-b 58%; b-to-c 42% outbound 55%; inbound 45%

Financial Services, Insurance, Telecommunications

n/a

[return to the top]


Top 50 Teleservices -- Category D

Company Name, Location, Total Number of Call Centers & Web Site

Phone Number & Fax Number

Year Began Teleservices & Size of Projects Accepted

Type of Calling

Specialization

1999 Ranking

1. West TeleServices Corp.* - Omaha, NE (30) www.west.com 

800-841-9000 402-963-1603

1986 1,000 hrs. minimum

b-to-b 5%; b-to-c 95% outbound 33%; inbound 44%; interactive 23%

Customer Acquisition, Retention and Growth

1

2. TeleTech Holdings, Inc. Denver, CO (29) www.teletech.com 

303-894-4000 303-813-4635

1982 10,000 hrs. minimum

b-to-b 35%; b-to-c 65% outbound 13%; inbound 72%; interactive 15%

Telecommunications, Customer Service, Financial Services

8

3. Convergys Corp.* - Cincinnati, OH (31) www.convergys.com 

800-344-3000 513-458-1315

1988 5,000 hrs./ 2,500 hrs. intl. minimum

b-to-b 25%; b-to-c 75% outbound 25%; inbound 68%; interactive 7%

Customer Service/Tech Support, B-to-B Sales, Direct Response

2

4. EDS Centrobe - Boulder, CO (35) 
www.centobe.com 

877-236-8762 303-666-3887

1949 negotiable hrs.

b-to-b 34%; b-to-c 66% outbound 2%; inbound 81%; interactive 17%

Inbound Customer Service, Internet Processing, CRM

3

5. NEXTLINK Interactive, Inc. - Portland, OR (2) 

503-972-6863 503-972-6821

1991 8,000 hrs. minimum

b-to-b 25%; b-to-c 75% inbound 6%; interactive 94%

Call Center, Marketing, Government

4

6. Syntellect Interactive Services - Roswell, GA (1) www.syntellect.com 

770-587-0700 770-998-6858 

1992 no minimum

b-to-b 5%; b-to-c 95% interactive 100%

Cable, Utilities, Media Response

5

7. Protocol Communications* - Sarasota, FL (26) www.protocolusa.com 

800-435-2003 941-906-1422

1991 100 hrs. minimum

b-to-b 60%; b-to-c 40% outbound 40%; inbound 40%; interactive 20%

E-CRM, Marketing Services, E-Commerce

n/a

8. Young America Corp. - Young America, MN (3) 

612-467-1100 612-467-3895

1990 500 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 4%; inbound 76%; interactive 20%

Customer Care, Interactive, Lead Generation

7

9. OSC Teleservices - Lubbock, TX (1) www.osc.com 

806-747-2474 806-747-5047

1987 negotiable hrs.

b-to-b 5%; b-to-c 95% inbound 50%; interactive 50%

Telecommunications, Consumer Products, Utilities

6

10. New Work Station Telemarketing* - S�o Paulo, Brazil (4)

+55 11 3676 1110 +55 11 3676 1400

1991 120 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 50%; inbound 27%; interactive 23%

Credit Cards, Banks, Insurance

11

11. SR. Teleperformance Group* - Paris, France (77) [email protected] 

+33 1 55 76 40 80 +33 1 55 76 86 86

1978 no minimum

b-to-b 50%; b-to-c 50% outbound 60%; inbound 36%; interactive 4%

International Programs, Teleservices/ Outsourcing, TQM

n/a

12. TeleSpectrum Worldwide, Inc. - King of Prussia, PA (23) 

888-878-7400 610-878-7931

1982 2,000 hrs. minimum

b-to-b 20%; b-to-c 80% outbound 70%; inbound 20%; interactive 10%

Financial Services, Telecommunications, Insurance

12

13. GC Services Limited Partnership* - Houston, TX (31) [email protected] 

713-777-4441 713-776-6535

1957 variable hrs. minimum

b-to-b 10%; b-to-c 90% outbound 29%; inbound 70%; interactive 1%

Teleservices, Financial Services, Outsourcing

15

14. DialAmerica Maketing, Inc. - Mahwah, NJ (67) www.dialamerica.com 

201-327-0200 201-327-4875

1957 1,000 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 90%; inbound 9%; interactive 1%

Publishing, Financial Services, Consumer Communications

n/a

15. MicroAge Teleservices* - Tempe, AZ (3)

800-813-4007 480-366-2820

1994 5,000 hrs. minimum

b-to-b 60%; b-to-c 40% outbound 28%; inbound 70%; interactive 2%

Inbound Customer Service, Technical Support, Sales

n/a

16. Alert Communications Co.* - Los Angeles, CA (4) www.alertcom.com 

800-333-7772 323-254-6809

1949 200 hrs. minimum

b-to-b 25%; b-to-c 75% outbound 5%; inbound 95%

Customer Service/ Support, E-Service/ Support, Catalog

14

17. Transcom - Carmel, IN (12) www.transcomusa.com 

317-818-4900 317-818-4930

1994 2,000 hrs. minimum

b-to-b 40%; b-to-c 60% outbound 60%; inbound 35%; interactive 5%

Telecommunications, High-Tech, CRM

19

18. Abacus Communications LC - Virginia Beach, VA (5) www.callabacus.com 

757-497-2004 757-497-8876

1988 200 hrs. minimum

b-to-b 28%; b-to-c 72% outbound 19%; inbound 78%; interactive 3%

Customer Service, E-Commerce, Catalog Order/Customer Service

n/a

19. AFFINA - The Customer Relationship Co.* - Peoria, IL (7) www.affina.com 

309-685-5901 309-679-4408

1973 2,500 hrs. minimum

b-to-b 25%; b-to-c 75% outbound 8%; inbound 90%; interactive 2%

Inbound Consumer Relations, Database Marketing, Market Research

16

20. Atesia SPA - Rome, Italy (3) www.atesia.it 

+39 0672 9871 +39 0672987730

1989 700 hrs. minimum

b-to-b 10%; b-to-c 90% outbound 11%; inbound 87%; interactive 2%

Customer Service, Commercial Support, Full Account Management

n/a

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