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The Fastest-Growing Teleservices Companies
-- The Seventh-Annual Survey And Ranking Of Rising Stars
A C@LL CENTER CRM Solutions�
Exclusive
[ Go Right To The Rising
Stars List ]
To provide you a gauge of teleservices companies' growth,
and to provide them with the recognition they deserve for their
accomplishments, C@LL CENTER CRM Solutions� magazine developed
"The Fastest-Growing Teleservices Companies -- The Annual Survey and
Ranking of Rising Stars." This seventh-annual 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
was 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 April 1998 and March 1999 and the one-year period
between April 1999 and March 2000. Since we would base 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 charts.) 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 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 '98
-'99 minutes and the '99 - '00 minutes and dividing that amount by the '98
-'99 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 due to
the confidentiality of the number of transport minutes each company
produced. In addition, you will find in the six charts information on the
type of teleservices the companies do. Our congratulations
are extended to all of the 2000 Rising Stars for their great
accomplishments. The
2000 Rising Stars
|
Largest
-- Ranking By Net Minutes Gained |
| Company |
Type
Of Teleservices |
Areas
Of Specialization |
| 1. Convergys
Corp.* - Cincinnati, OH 800-344-3000 |
B-to-B
25%, B-to-C 75%; Outbound 25%, Inbound 75% |
Customer
Service, Tech Support, Direct Response |
2. TeleSpectrum
Worldwide Inc.
King of Prussia, PA 888-878-7400 |
B-to-B
25%, B-to-C 75%; Outbound 70%, Inbound 30% |
Financial
Services, Telecommunications, Insurance |
3. Precision
Response Corp.*
Plantation, FL 800-666-4PRC |
B-to-B
34%, B-to-C 66%; Outbound 8%, Inbound 92% |
Online
Customer Care, Financial Services, Telecommunications |
| 4. Teleperformance
USA - Salt Lake City, UT 801-359-6843 |
B-to-B
15%, B-to-C 85%; Outbound 80%, Inbound 20% |
Financial
Services, Membership Services, Customer Retention |
5. ICT
Group, Inc.* -
Langhorne, PA 215-757-0200 |
B-to-B
20%, B-to-C 80%; Outbound 56%, Inbound 41% (3% value-added
services) |
Financial
Services, Insurance, Telecommunications |
6. Market
USA -
Des Plaines, IL 800-658-8721 |
B-to-B
20%, B-to-C 80%; Outbound 75%, Inbound 25% |
Insurance,
Financial Services, E-Commerce |
7. Dakotah
Direct II, LLC* -
Spokane, WA 509-789-4635 |
B-to-B
20%, B-to-C 80%; Outbound 50%, Inbound 50% |
Insurance,
Telecommunications, Financial Services |
8. Millennium
Teleservices
- Edison, NJ 877-877-7698 |
B-to-B
20%, B-to-C 80%; Outbound 80%, Inbound 20% |
Fund
Raising, Telecommunications, Membership |
|
9. The
Connection -
Burnsville, MN 800-883-5777 |
B-to-B
20%, B-to-C 80%; Inbound 100% |
Catalog,
Financial Services, E-Commerce |
10. Aegis
Communications
Group, Inc. - Irving, TX 972-830-1800 |
B-to-B
30%, B-to-C 70%; Outbound 40%, Inbound 60% |
Customer
Service/Retention, Acquisition/Technical Support for
Telecomm/Financial/Insurance |
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[ return
to the August 2000 table of contents ]
|
Largest --
Ranking By Percentage Of Growth |
| Company |
Type
Of Teleservices |
Areas
Of Specialization |
%
Increase |
| 1. Dakotah
Direct II, LLC* - Spokane, WA 509-789-4635 |
B-to-B
20%, B-to-C 80%; Outbound 50%, Inbound 50% |
Insurance,
Telecommunications, Financial Services |
216.63% |
2. TeleSpectrum
Worldwide Inc. -
King of Prussia, PA 888-878-7400 |
B-to-B
25%, B-to-C 75%; Outbound 70%, Inbound 30% |
Financial
Services, Telecommunications, Insurance |
102.79% |
3. The
Connection -
Burnsville, MN 800-883-5777 |
B-to-B
20%, B-to-C 80%; Inbound 100% |
Catalog,
Financial Services, E-Commerce |
89.66% |
4. Teleperformance
USA
- Salt Lake City, UT 801-359-6843 |
B-to-B
15%, B-to-C 85%; Outbound 80%, Inbound 20% |
Financial
Services, Membership Services, Customer Retention |
65.15% |
5. Interactive
Teleservices Corp. -
Columbus, OH 614-280-1600 |
B-to-B
20%, B-to-C 80%; Outbound 100% |
Insurance,
Publishing/ Memberships, Financial Services |
47.83% |
6. Market
USA -
Des Plaines, IL 800-658-8721 |
B-to-B
20%, B-to-C 80%; Outbound 75%, Inbound 25% |
Insurance,
Financial Services, E-Commerce |
45.79% |
| 7. Convergys
Corp.* - Cincinnati, OH 800-344-3000 |
B-to-B
25%, B-to-C 75%; Outbound 25%, Inbound 75% |
Customer
Service, Tech Support, Direct Response |
33.64% |
8. Precision
Response Corp.*
Plantation, FL 800-666-4PRC |
B-to-B
34%, B-to-C 66%; Outbound 8%, Inbound 92% |
Online
Customer Care, Financial Services, Telecommunications |
26.89% |
9. Americall
Corp.
Naperville, IL 630-955-9100 |
B-to-C
100%; Outbound 100% |
Insurance,
Credit Card Acquisition, Financial Services |
25.61% |
10. ICT
Group, Inc.*
Langhorne, PA 215-757-0200 |
B-to-B
20%, B-to-C 80%; Outbound 56%, Inbound 41% (3% value-added
services) |
Financial
Services, Insurance, Telecommunications |
20.44% |
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to the August 2000 table of contents ]
|
Intermediate
-- Ranking By Net Minutes Gained |
| Company |
Type
Of Teleservices |
Areas
Of Specialization |
1. CompUSA
Call Center Services*
Dallas, TX
800-563-9699 |
B-to-B
64%, B-to-C 36%; Outbound 11%, Inbound 89% |
Technical
Support, Internet-Related Support, Inbound Sales |
2. CyberRep.coM*
McLean, VA
800-425-0000 |
B-to-B
50%, B-to-C 50%; Outbound 15%, Inbound 85% |
Energy
Services, Telecommunications, Customer Service |
3. Paragon
Marketing Services, Inc.
New Port Richey, FL 727-846-7900 |
B-to-B
30%, B-to-C 70%; Outbound 95%, Inbound 5% |
Insurance,
Credit Card, Telecommunications |
4. Intelogistics
Corp. -
Ft. Lauderdale, FL 877-453-5700 |
B-to-B
30%, B-to-C 70%; Outbound 20%, Inbound 80% |
Telecommunications,
Publishing, Financial Services |
5. ACI
Telecentrics, Inc.
Minneapolis, MN 612-928-4700 |
B-to-B
35%, B-to-C 65%; Outbound 95%, Inbound 5% |
Financial
Services, Telecommunications, Publishing |
6. NSDI
Teleperformance
Atlanta, GA
404-256-4673 |
B-to-B
30%, B-to-C 70%; Outbound 70%, Inbound 30% |
Telecommunications,
E-CRM, Health Care |
7. Marketing
Ally Teleservices
Provo, UT
801-374-8709 |
B-to-B
10%, B-to-C 90%; Outbound 70%, Inbound 30% |
Financial
Services, Catalog/Order Entry, Communications |
8. Access
Direct Telemarketing, Inc.
Cedar Rapids, IA
800-892-8276 |
B-to-B
10%, B-to-C 90%; Outbound 85%, Inbound 15% |
Financial
Services, Insurance Sales, Technology/Telecomm |
9. Telerx*
Horsham, PA
800-2-TELERX |
B-to-B
20%, B-to-C 80%; Outbound 20%, Inbound 80% |
Consumer
Affairs, Customer Service, Health Care Communications |
10. GLS
Teleservices
Philadelphia, PA
215-568-1100 |
B-to-B
10%, B-to-C 90%; Outbound 100% |
Financial
Services, Membership Enhancement Services, Insurance |
[ return to
the list ]
[ return
to the August 2000 table of contents ]
|
Intermediate -- Ranking By Percentage Growth |
| Company |
Type Of Teleservices |
Areas Of Specialization |
% Increase |
1. Intelogistics
Corp.
Ft. Lauderdale, FL 877-453-5700 |
B-to-B
30%, B-to-C 70%; Outbound 20%, Inbound 80% |
Telecommunications,
Publishing, Financial Services |
987.71% |
2. CompUSA
Call Center Services*
Dallas, TX
800-563-9699 |
B-to-B
64%, B-to-C 36%; Outbound 11%, Inbound 89% |
Technical
Support, Internet-Related Support, Inbound Sales |
120.03% |
3. CyberRep.coM*
McLean, VA
800-425-0000 |
B-to-B
50%, B-to-C 50%; Outbound 15%, Inbound 85% |
Energy
Services, Telecommunications, Customer Service |
73.82% |
| 4.
Paragon Marketing Services, Inc. - New Port Richey, FL
727-846-7900 |
B-to-B
30%, B-to-C 70%; Outbound 95%, Inbound 5% |
Insurance,
Credit Card, Telecommunications |
72.51% |
5. Marketing
Ally Teleservices
Provo, UT
801-374-8709 |
B-to-B
10%, B-to-C 90%; Outbound 70%, Inbound 30% |
Financial
Services, Catalog/Order Entry, Communications |
58.19% |
6. NSDI
Teleperformance
Atlanta, GA
404-256-4673 |
B-to-B
30%, B-to-C 70%; Outbound 70%, Inbound 30% |
Telecommunications,
E-CRM, Health Care |
53.6% |
7. GLS
Teleservices
Philadelphia, PA
215-568-1100 |
B-to-B
10%, B-to-C 90%; Outbound 100% |
Financial
Services, Membership Enhancement Services, Insurance |
44.27% |
8. Telerx*
Horsham, PA 800-2-TELERX |
B-to-B
20%, B-to-C 80%; Outbound 20%, Inbound 80% |
Consumer
Affairs, Customer Service, Health Care Communications |
41.02% |
9. ACI
Telecentrics, Inc.
Minneapolis, MN
612-928-4700 |
B-to-B
35%, B-to-C 65%; Outbound 95%, Inbound 5% |
Financial
Services, Telecommunications, Publishing |
37.89% |
10. Watts
Communications, Inc.*
Toronto, ON, Canada
416-255-8000 |
B-to-B
20%, B-to-C 80%; Inbound 100% |
Customer
Care Services, Technical Support, Tourism: Customer
Service/Reservations |
31.59% |
[ return to
the list ]
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to the August 2000 table of contents ]
|
Developing -- Ranking By Net
Minutes Gained |
| Company |
Type
Of Teleservices |
Areas
Of Specialization |
1. MSA
Solutions
Tempe, AZ
480-968-2900 |
B-to-B
25%, B-to-C 75%; Outbound 60%, Inbound 40% |
Inbound,
Outbound, Web Commerce |
2. Contact
America
San Diego, CA
800-887-6837 |
B-to-B
20%, B-to-C 80%; Outbound 80%, Inbound 20% |
Insurance,
Utilities, E-Commerce |
3. Henry
M. Greene & Associates, Inc.
Lake Forest, IL
800-356-1300 |
B-to-B
70%, B-to-C 30%; Outbound 100% |
Professional
Publishing, Financial Services, Lead Generation |
4. Multi
Culture Marketing, Inc.
Los Angeles, CA
626-652-0505 |
B-to-B
20%, B-to-C 80%; Outbound 90%, Inbound 10% |
Telecommunications,
Newspaper/ Magazines, Financial/Insurance |
5. Noel
Interactive Services
Stevens Point, WI
715-345-0505 |
B-to-B
15%, B-to-C 85%; Inbound 100% |
Customer
Service, Sales, Travel Assistance Services |
6. Republic
International Marketing, Inc.*
Orange, CA
714-978-9996 |
B-to-C
100%; Outbound 100% |
Mortgage
Banking |
7. World
Access Service Corp.
Richmond, VA
800-999-6883 |
B-to-B
10%, B-to-C 90%; Outbound 5%, Inbound 95% |
Travel
Insurance/Assistance, Credit Card Enhancement Programs, Fee-Based
Programs |
8. Midco
Call Center Services*
Sioux Falls, SD
800-843-8800 |
B-to-B
10%, B-to-C 90%; Inbound 100% |
Catalog,
Information Gathering, Dealer Locate |
9. DRG
Telemarketing, Inc.
Pomona, NY
800-998-8700 |
B-to-B
10%, B-to-C 90%; Outbound 100% |
Financial
Services, Health Care, Insurance |
10. L&S
Teleservices*
Sioux Falls, SD
800-894-7832 |
B-to-B
50%, B-to-C 50%; Outbound 40%, Inbound 60% |
Financial
Services, Catalog, Industrial |
[ return to
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[ return
to the August 2000 table of contents ]
|
Developing --
Ranking By Percentage Growth |
| Company |
Type
Of Teleservices |
Areas
Of Specialization |
%
Increase |
1. Multi
Culture Marketing, Inc.
Los Angeles, CA 626-652-0505 |
B-to-B
20%, B-to-C 80%; Outbound 90%, Inbound 10% |
Telecommunications,
Newspaper/ Magazines, Financial/Insurance |
1,561.66% |
2. MSA
Solutions
Tempe, AZ
480-968-2900 |
B-to-B
25%, B-to-C 75%; Outbound 60%, Inbound 40% |
Inbound,
Outbound, Web Commerce |
549.86% |
3. Contact
America
San Diego, CA
800-887-6837 |
B-to-B
20%, B-to-C 80%; Outbound 80%, Inbound 20% |
Insurance,
Utilities, E-Commerce |
149.61% |
4. O'Currance,
Inc.
Salt Lake City, UT
801-736-0500 |
B-to-B
10%, B-to-C 90%; Inbound 100% |
Telesales
for High-End Products, Customer Service for Internet Companies, Lead
Generation |
59.08% |
5. L&S
Teleservices*
Sioux Falls, SD
800-894-7832 |
B-to-B
50%, B-to-C 50%; Outbound 40%, Inbound 60% |
Financial
Services, Catalog, Industrial |
58.72% |
|
6. Noel
Interactive Services
Stevens Point, WI
715-345-0505 |
B-to-B
15%, B-to-C 85%; Inbound 100% |
Customer
Service, Sales, Travel Assistance Services |
58.69% |
7. Henry
M. Greene & Associates, Inc.
Lake Forest, IL
800-356-1300 |
B-to-B
70%, B-to-C 30%; Outbound 100% |
Professional
Publishing, Financial Services, Lead Generation |
51.84% |
8. Integrated
Sales Solutions, Inc.
Libertyville, IL 847-247-2800 |
B-to-B
100%; Outbound 90%, Inbound 10% |
Technology,
Publishing, Manufacturing |
41.39% |
9. Midco
Call Center Services*
Sioux Falls, SD
800-843-8800 |
B-to-B
10%, B-to-C 90%; Inbound 100% |
Catalog,
Information Gathering, Dealer Locate |
40.43% |
10. Republic
International Marketing, Inc.*
Orange, CA 714-978-9996 |
B-to-C
100%; Outbound 100% |
Mortgage
Banking |
29.09% |
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[ return
to the August 2000 table of contents ]
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