Customer Inter@ction Solutions: Outsourcing

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March 2002

Seventeenth-Annual Top 50 Outbound Teleservices Agencies Ranking

Category A, Outbound

Key
*See "Exceptions" in main article
'See category B also
b-to-b = business-to-business
b-to-c = business-to-consumer

Company Name, Location, Total Number of Call Centers & Web Site	Phone/ Fax	Year Began Tele- services & Min. Size of Projects Accepted	Type of Calling	Specialization	2001 Rank
1. West Corp.* - Omaha, NE (36) www.west.com	800-841-9000 402-841-9000	1986 1,000 hrs.	b-to-b 5% b-to-c 95% outbound 25% inbound 47% interactive 28%	Customer Acquisition, Retention and Growth	1
2. DialAmerica Marketing, Inc.' - Mahwah, NJ (59) www.dialamerica.com	201-327-0200 201-327-4875	1957 variable	b-to-b 15% b-to-c 85% outbound 90% inbound 7% interactive 3%	Customer Acquisition, Retention and Growth	3
3. APAC Customer Services, Inc.* - Deerfield, IL (48) www.apaccustomer services.com	800-776-2722 847-236-5490	1973 variable	b-to-b 36% b-to-c 64% outbound 32% inbound 60% interactive 8%	Customer Care, Customer Acquisition, Third-Party Administration	2
4. Teleperformance USA (includes Market USA) (part of the SR. Teleperformance Group)' - Salt Lake City, UT (35) www.teleperformance usa.com	800-431-5101 801-359-6843	1993 500 hrs.	b-to-b 10% b-to-c 90% outbound 70% inbound 30%	Financial Services, Insurance, Customer Service	11
5. TeleSpectrum Worldwide*' - King of Prussia, PA (11) www.telespectrum.com	888-343-9870 610-878-7931	1982 500 hrs.	b-to-b 15% b-to-c 85% outbound 52% inbound 44% interactive 4%	Telecommunications, Financial Services, Insurance	6
6. Convergys Corp.*' - Cincinnati, OH (37) www.convergys.com	800-344-3000 513-458-1315	1988 5,000 hrs.	b-to-b 25% b-to-c 75% outbound 20% inbound 70% interactive 10%	Customer Service/Tech Support, B-to-B Sales, Direct Response	4
7. Millennium Teleservices, LLC - Edison, NJ (35) www.mmtel.com	888-252-5689 800-350-0379	1996 1,000 hrs.	b-to-b 20% b-to-c 80% outbound 80% inbound 20%	Telecommunications, Membership Services, Financial Services	7
8. ICT Group*' - Langhorne, PA (32) www.ictgroup.com	800-799-6880 215-757-7877	1981 2,000 hrs.	b-to-b 10% b-to-c 90% outbound 50% inbound 47% interactive 3%	Telesales, Customer Care, Marketing Support Services	8
9. SITEL Corp.' - Baltimore, MD (30) www.sitel.com	410-246-1505 410-246-0170	1985 2,500 hrs.	b-to-b 25% b-to-c 75% outbound 35% inbound 64% interactive 1%	Customer Acquisition, Customer Care, Technical Support	5
10. RMH Teleservices*' - Bryn Mawr, PA (18) www.rmht.com	800-367-5733 610-520-5356	1983 5,000 hrs.	b-to-b 20% b-to-c 80% outbound 60% inbound 40%	Customer Support, Sales	21
11. GC Services Limited Partnership* - Houston, TX (34) www.gcserv.com	713-777-4441 713-776-6535	1957 variable	b-to-b 10% b-to-c 90% outbound 21% inbound 78% interactive 1%	Teleservices, Financial Services, Outsourcing	9
12. Reese Brothers, Inc.* - Pittsburgh, PA (12) www.reesebros.com	412-355-0800 412-261-9730	1984 5,000 hrs.	b-to-b 3% b-to-c 97% outbound 100%	Telecommunications, Membership Services, Financial Services	10
13. InfoCision Management Corp. - Akron, OH (7) www.infocision.com	330-668-1400 330-668-1401	1982 500 hrs.	b-to-b 15% b-to-c 85% outbound 90% inbound 10%	Nonprofit/Religious/ Political Fund Raising, Sales, B-to-B	16
14. Access Direct Telemarketing, Inc.* - Cedar Rapids, IA (7) www.accdir.com	319-390-8900 319-390-8901	1995 5,000 hrs.	b-to-b 20% b-to-c 80% outbound 100%	Financial Services, High-Tech Software/ Hardware, Publications	25
15. Americall Corp. - Naperville, IL (10) (part of the SR. Teleperformance Group) www.americallcorp.com	630-955-9100 630-955-9955	1984 1,000 hrs.	b-to-c 100%/ outbound 100%	Insurance, Credit Card Acquisition, Financial Services	18
16. ClientLogic* - Nashville, TN (14) www.clientlogic.com	615-301-7100 615-301-7150	1990 variable	b-to-b 10% b-to-c 90% outbound 3% inbound 92% interactive 5%	Customer Care, Fulfillment, Marketing Services	n/a
17. Aegis Communications - Irving, TX (13) www.aegis comgroup.com	800-332-0266 972-868-0267	1968 1,000 hrs.	b-to-b 50% b-to-c 50% outbound 40% inbound 60%	Telecommunications, Financial Services, Cable/ Wireless	11
18. EDS*' (Electronic Data Systems) - Plano, TX (22) www.eds.com	972-604-6075 972-604-3603	1986 12 hrs.	b-to-b 60% b-to-c 40% outbound 5% inbound 92% interactive 3%	Customer Care Services, Technical Help Desk, Telemarketing	38
19. TCIM Services, Inc.*' - Wilmington, DE (14) www.tcim.com	302-633-3000 302-633-3270	1988 2,000 hrs.	b-to-b 30% b-to-c 70% outbound 45% inbound 54% interactive 1%	Financial Services, Telecommunications, Web-enabled Outsourcing	15
20. FutureCall, LLC - Colorado Springs, CO (4) www.futurecallinc.com	719-867-7100 719-457-1130	1988 1,000 hrs.	b-to-b 10% b-to-c 90% outbound 95% inbound 5%	Financial Services, Telecommunications, Utilities	20
21. Technion Communications Corp.' - Hollywood, FL (8) www.technion.com	954-721-1994 954-981-4321	1994 5,000 hrs.	b-to-b 15% b-to-c 85% outbound 60% inbound 35% interactive 5%	Pay-for-Performance Programs, Customer Care, Multilingual	31
22. MarCom Technologies (part of the SR. Teleperformance Group) - Sunrise, FL (6) www.callmarcom.com	954-747-6566 954-741-1329	1991 5,000 hrs.	b-to-b 25% b-to-c 75% outbound 85% inbound 15% interactive 5%	Insurance, Financial Services, Membership Products	24
23. Ron Weber & Assocs., Inc. - Milford, CT (7) www.telethinking.com	203-799-0000 203-882-9998	1980 500 hrs.	b-to-b 70% b-to-c 30% outbound 45% inbound 52.5% interactive 2.5%	CRM, Database Development, Tech Support/Help Desk	17
24. LiveBridge, Inc.' - Portland, OR (6) www.livebridge.com	503-652-6000 503-653-3994	1988 1,000 hrs.	b-to-b 15% b-to-c 85% outbound 50% inbound 50%	Financial Services, Telecommunications, Database Management	22
25. Ameridial, Inc.* - North Canton, OH (9) www.ameridial.com	330-497-4888 330-497-5500	1987 200 hrs.	b-to-b 35% b-to-c 65% outbound 85% inbound 15%	Database Enhancement, Volunteer Recruitment, Lead Capture	29
26. ACI Telecentrics' - Minneapolis, MN (10) www.acitel.com	612-928-4747 612-928-4701	1986 1,000 hrs.	b-to-b 20% b-to-c 80% outbound 95% inbound 5%	Customer Service/Care, Telecommunications, Financial Services	28
27. Telemarketing Concepts, Inc. - Yorktown Heights, NY (5) www.tcius.com	914-245-0701 914-245-0655	1986 none	b-to-b 50% b-to-c 50% outbound 95% inbound 5%	B-to-B Programs, Membership Programs, Telecommunications	33
28. NSDI Teleperformance (part of the SR. Teleperformance Group) - Atlanta, GA (4) www.nsditp.com	404-256-4673 404-250-9277	1990 1,000 hrs.	b-to-b 10% b-to-c 90% outbound 75% inbound 25%	CRM, Telemarketing, Research	23
29. The Heritage Co. - Sherwood, AR (8) www.theheritage company.com	800-643-8822 501-835-3828	1958 500 hrs.	b-to-b 50% b-to-c 50% outbound 100%	Donor Renewal, Donor Acquisition, Lapsed Donor Acquisition	34
30. ORC ProTel, Inc. - Lansing, IL (4) www.orcprotel.com	708-418-0600 708-418-7457	1981 1,000 hrs.	b-to-b 10% b-to-c 90% outbound 100%	Membership Services, Credit Card Acquisition, Lead Generation	32
31. Advanced Data-Comm, Inc. - Dubuque, IA (6) www.advanced- data.com	800-582-9501 563-582-2003	1988 200 hrs.	b-to-b 90% b-to-c 10% outbound 45% inbound 55%	B-to-B Sales, B-to-B Publishing Requalification, Third-Party Verification	40
32. Call_Solutions - Waukesha, WI (8) www.callsolutions.com	262-827-6424 262-827-6440	1959 negotiable	b-to-b 16% b-to-c 84% outbound 23% inbound 75% interactive 2%	Customer Care, Customer Acquisition	n/a
33. TeleServices Direct - Indianapolis, IN (5) www.teleservices direct.com	888-646-6626 317-216-2248	1989 1,000 hrs.	b-to-b 25% b-to-c 75% outbound 90% inbound 10%	Financial Services, Telecommunications, Satellite/Cable	27
34. Charlton - Madison, WI (2) www.tcgcorp.com	608-232-9444 608-232-9411	1987 100 hrs.	b-to-b 30% b-to-c 70% outbound 100%	Cable Television, Publishing, Cable Internet	42
35. TeleTech Holdings, Inc.*' - Englewood, CO (29) www.teletech.com	303-397-8100 303-397-8671	1982 10,000 hrs.	b-to-b 35% b-to-c 65% outbound 7.6% inbound 88.5% interactive 3.9%	Communications/Media, Transport/Logistics, Financial Services	26
36. CSC - A Division of Global Response Corp. - Margate, FL (1) www.global response.com	954-973-7300 954-969-2355	1974 100 hrs.	b-to-b 75% b-to-c 25% outbound 35% inbound 60% interactive 5%	Automotive, Insurance, Catalog	37
37. Stream International* - A Solectron Co. - Canton, MA (10) www.stream.com	781-830-6600 781-575-6970	1983 none	b-to-c 100%/ outbound 4.9% inbound 95.1%	High-Tech Areas, OEM Support, Dialup Broadband Tech Support	n/a
38. Tele-Response Center, Inc. - Philadelphia, PA (4) www.teleresponse.com	215-333-5900 215-333-1583	1988 300 hrs.	b-to-b 20% b-to-c 80% outbound 100%	Fund Raising, Public Awareness, Financial Services	41
39. Business Response, Inc. (part of the SR. Teleperformance Group) - St. Louis, MO (5) www.business response.com	800-920-6565 314-216-3236	1986 1,000 hrs.	b-to-b 20% b-to-c 80% outbound 50% inbound 50%	Financial Services, Sales/Service, Customer Care (CRM)	43
40. Protocol - Danvers, MA (13) www.protocolusa.com	978-762-7700 978-762-7799	1998 100 hrs.	b-to-b 30% b-to-c 70% outbound 30% inbound 60% interactive 10%	Inbound Customer Care, Outbound Sales, Inbound Sales	n/a
41. King TeleServices* - New York, NY (4) www.king- teleservices.com	212-462-7000 212-352-8815	1991 500 hrs.	b-to-b 30% b-to-c 70% outbound 40% inbound 50% interactive 10%	Financial Services, Telecommunications, Proxy	19
42. Marketlink, Inc. - Des Moines, IA (5) www.marketlinkinc.com	515-285-3420 515-256-4278	1992 100 hrs.	b-to-b 10% b-to-c 90% outbound 100%	Customer Acquisition, Customer Retention, Customer Care	n/a
43. Cross Country Automotive Services - Medford, MA (4) www.crosscountry- auto.com	520-270-4742 520-770-4849	1972 none	b-to-c 100%/ outbound 20% inbound 80%	Roadside Services, Customer Management Services, Telematics	48
44. Protocall Communications, Inc. - Laurel, MD (2) www.telemarketing pays.com	301-361-1111 301-361-1136	1997 100 hrs. for test	b-to-b 80% b-to-c 20% outbound 100%	Telecom Programs	n/a
45. Abacus Communications - Virginia Beach, VA (6) www.callabacus.com	757-497-2004 757-497-8876	1988 200 hrs.	b-to-b 13% b-to-c 87% outbound 11% inbound 88% interactive 1%	Customer Service, Catalog Order Entry, E-commerce	45
46. MSA Solutions* - Tempe, AZ (1) www.msasolutions.com	480-968-2900 480-350-3426	1976 3,300 hrs./mo.	b-to-b 10% b-to-c 90% outbound 80% inbound 15% interactive 5%	Consumer Loan Services, Telecommunications, Retail Customer Care	n/a
47. ChaseCom - Houston, TX (2) www.chasecom.net	713-874-5800 713-874-5812	1999 2,000 hrs./mo.	b-to-b 40% b-to-c 60% outbound 95% inbound 5%	Data/Voice, Small Business Services, Financial Services	n/a
48. Henry M. Greene & Assocs.* - Lake Forest, IL (2) www.greeneassoc.com	847-816-2800 847-816-0576	1988 250 hrs.	b-to-b 70% b-to-c 30% outbound 100%	Professional Publishing, Lead Generation, Financial Services	n/a
49. Dakotah Direct II, L.L.C.* - Spokane, WA (7) www.dakotah direct.com	800-433-3633 509-789-4706	1990 1,000 hrs.	b-to-b 50% b-to-c 50% outbound 30% inbound 70%	Insurance, Financial Services, Telecommunications	30
50. Kronos Connect* - Phoenix, AZ (1) www.kronos connect.com	800-290-3595 502-992-1592	1998 200 hrs.	b-to-b 10% b-to-c 90% outbound 30% inbound 70%	Health Care, Insurance, Customer Management/ Retention	n/a

[ Return To The March 2002 Table Of Contents ]


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