is the seventeenth year Customer [email protected] Solutions magazine brings
you its 'Top 50' Teleservices Agency Ranking. In this issue, we're
presenting the 'Top 50' outbound portion of the ranking. (The inbound
portion of the ranking will be highlighted in the April 2002 issue.) Since
its inception in 1986, our 'Top 50' ranking has been used as the
benchmark for choosing large-capacity/sized teleservices agencies.
Since the basis of our ranking is company size, Customer [email protected]
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 2000 through
October 2001. 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.
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 November 2000 and October
2001. 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 this data.)
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,
Customer [email protected] 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 following 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' outbound has been divided into two
categories: A and B. Category A is composed of U.S. service agencies whose
primary business function is provision of telemarketing services for
outside firms. If you are considering an international teleservices
campaign, Category B 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 B. Domestic companies that are also
ranked in the International category are marked with a dagger (') in
their domestic ranking.
To give you a better picture of what is going on in this ever-shrinking
world, we here present a look a the Top 5 Global Performers, which
combines the minutes from the U.S. Domestic rankings with those of the
International rankings. In the outbound category, the Top 5 Global
- SR. Teleperformance
- RMH Teleservices
- SITEL Corp.
- TeleSpectrum Worldwide
- Convergys Corp.
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 Customer [email protected]
Note: If combined, the U.S. companies in the SR. Teleperformance Group would rank #2 domestically.
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