Customer [email protected] Solutions Magazine’s Twenty-Second Annual Top 50 Outbound Teleservices Agencies Ranking

This is the twenty-second year Customer [email protected] Solutions magazine brings you its “Top 50” Teleservices Agencies 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 2007 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, 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 2005 through October 2006. 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 were required to answer a questionnaire detailing the nature of their business and listing their number of billable minutes between November 2005 and October 2006. 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 allow the company to certify a portion of the missing minutes with 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 Listings
As you read through the list of outbound “Top 50” agencies, you will notice that we have provided a numerical ranking of 1 through 30 (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. This year, only 30 companies met with our minimum criteria of billable minutes to be included in the outbound ranking.

You will notice that the outbound ranking 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.

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] Solutions.

Companies with enhanced listings are regular advertisers in Customer [email protected] Solutions. CIS

If you are interested in purchasing reprints of this article (in either print or PDF format), please visit Reprint Management Services online at www.reprintbuyer.com or contact a representative via e-mail at [email protected] reprintbuyer.com or by phone at 800-290-5460.

2007 OUTBOUND TOP 50 TELESERVICES AGENCIES RANKINGS Category A - U.S. Domestic 1. SITEL Corp.; Omaha, NE † * (A ClientLogic company) Ph: 800-445-6600; Fx: 402-963-4902 www.sitel.com Year began providing teleservices: 1985 Size of projects accepted: Minimum 2,500 hours Type of calling: B-to-B: 30%; B-to-C: 70% Outbound: 30%; Inbound: 68%; Interactive Inbound: 2% Specialization: Customer care/technical support; customer acquisition; business process outsourcing 2. InfoCision Management Corp. Ph: 330-668-1400; Fx: 330-668-1401 www.infocision.com Year began providing teleservices: 1982 Size of projects accepted: Minimum 500 hours Type of calling: B-to-B: 10%; B-to-C: 90% Outbound: 80%; Inbound: 20% Specialization: political, non-profit and religious fundraising; product/service sales and customer care; volunteer recruitment 3. ICT Group, Inc. † * www.ictgroup.com 4. Teleperformance USA (part of the SR. Teleperformance Group) † * www.teleperformanceusa.com 5. DialAmerica Marketing, Inc. www.dialamerica.com 6. Americall Group Inc. (part of the SR. Teleperformance Group) † * www.americallgroup.com 7. Influent (News - Alert) Inc. † Ph: 614-280-1600; Fx: 614-280-1610 www.influentinc.com Year began providing teleservices: 1992 Size of projects accepted: Negotiable Type of calling: B-to-B: 19.5%; B-to-C: 80.5% Outbound: 79.8%; Inbound: 20.2% Specialization: Insurance; business-to-business; enhancement services 8. NCO Group † * www.ncogroup.com 9. GC Services Limited Partnership † * www.gcserv.com 10. TCIM Services, Inc. www.tcim.com 11. Teleservices Direct † www.teleservicesdirect.com 12. The Heritage Company, Inc. www.theheritagecompany.com 13. Charlton www.tcgcorp.net 14. ClientLogic † * Ph: 615-301-7100; Fx: 615-301-7150 www.clientlogic.com Year began providing teleservices: 1990 Size of projects accepted: Varies Type of calling: B-to-B: 10%; B-to-C: 90% Outbound: 5%; Inbound: 93%; Interactive Inbound: 2% Specialization: Customer care services; technical support; sales and retention solutions 15. Epixtar † www.epixtar.com 16. 121 Direct Response (Tele-Response Center, Inc.) www.121directresponse.com 17. American Customer Care, Inc. www.americancustomercare.com 18. OKS-Ameridial Inc. † www.oksameridial.com 19. Hamilton Contact Center Services www.hamiltontm.com 20. eTelecare Global Solutions † * www.etelecare.com 21. Vision-X, Inc. † * www.vxiusa.com 22. AnswerNet Network www.answernetnetwork.com 23. Greene, an RMG Direct Company www.rmgdirectinc.com 24. APAC Customer Services, Inc. † * www.apaccustomerservices.com 25. InService America www.inserviceamerica.com 26. The Connection www.the-connection.com 27. Alta Resources www.altaresources.com 28. AFFINA, LLC www.affina.com 29. Telvista www.telvista.com 30. Telerx www.telerx.com ------------------------------------------------------------------------------------------------------------------------------------------------------------------------ 2007 OUTBOUND TOP 50 TELESERVICES AGENCIES RANKING Category B – International 1. Teleperformance www.teleperformance.com 2. Intelenet * www.intelenetglobal.com 3. SITEL Corp.; Omaha, NE * (A ClientLogic company) Ph: 800-445-6600; Fx: 402-963-4902 www.sitel.com Year began providing teleservices: 1985 Size of projects accepted: Minimum 2,500 hours Type of calling: B-to-B: 30%; B-to-C: 70% Outbound: 30%; Inbound: 68%; Interactive Inbound: 2% Specialization: Customer care/technical support; customer acquisition; business process outsourcing 4. NCO Group * www.ncogroup.com 5. Teleperformance USA * (part of the Teleperformance Group) www.teleperformanceusa.com 6. ICT Group, Inc. * www.ictgroup.com 7. ClientLogic * Ph: 615-301-7100; Fx: 615-301-7150 www.clientlogic.com Year began providing teleservices: 1990 Size of projects accepted: Varies Type of calling: B-to-B: 10%; B-to-C: 90% Outbound: 5%; Inbound: 93%; Interactive Inbound: 2% Specialization: Customer care services; technical support; sales and retention solutions 8. Epixtar www.epixtar.com 9. eTelecare Global Solutions * www.etelecare.com 10. Influent Inc. Ph: 614-280-1600; Fx: 614-280-1610 www.influentinc.com Year began providing teleservices: 1992 Size of projects accepted: Negotiable Type of calling: B-to-B: 19.5%; B-to-C: 80.5% Outbound: 79.8%; Inbound: 20.2% Specialization: Insurance; business-to-business; enhancement services 11. PCCW Contact Center Business * www.pccw.com/contactcenter 12. Telvista * www.telvista.com 13. Vision-X, Inc. * www.vxiusa.com 14. Voxdata * www.voxdata.com 15. Americall Group Inc. (part of the Teleperformance Group) www.americallgroup.com 16. GC Services Limited Partnership * www.gcserv.com 17. APAC Customer Services, Inc. * www.apaccustomerservices.com 18. OKS-Ameridial Inc. www.oksameridial.com 19. Hispanic Teleservices Corp. * www.htc.to 20. Teleservices Direct www.teleservicesdirect.com

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