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April 2000
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| Fifteenth-Annual Top 50 Inbound Teleservices Agencies Ranking
This is the fifteenth year [email protected] 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, [email protected] 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, [email protected] 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 [email protected] CENTER CRM
Solutions�.
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Top 50 Teleservices Agencies --
Category A
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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 |
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[return to the top]
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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 |
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[return to the top]
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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 |
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|
|
|
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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