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Outsourcing
April 2002

Top 50 Inbound Teleservices Agencies Ranking: Interactive

Go right to the rankings:
 Category B, Inbound U.S. Domestic
Category C, Inbound International

Key
*See page 38 for explanation 
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 &
 Size of
Projects
Accepted		 Type of Calling Specialization 2001 Ranking
 1. West Corp.* - Omaha, NE (36)  800-841-9000      402-841-9000 1986                 1,000 hrs. minimum b-to-b 5%; 
b-to-c 95%  
outbound 25%;
inbound 47%;
interactive 28%		 Customer Acquisition, Retention and Growth      1
 2. XO Communications, Inc. Interactive Products Group* - Portland, OR (1)  503-972-6863     503-241-8156 1991      variable minimum b-to-b 25%; 
b-to-c 75%
interactive 100%		 Consumer Products, Financial Services, Government  n/a
 3. Convergys Corp.* - Cincinnati, OH (37)  800-344-3000    513-458-1315 1988            5,000 hrs. minimum b-to-b 25%; 
b-to-c 75% 
outbound 20%;
inbound 70%;
interactive 10%		 Customer Service/Tech Support, B-to-B Sales, Direct Response      3
 4. TeleTech Holdings, Inc.* - Englewood, CO (29)  303-397-8100    303-397-8671 1982          10,000 hrs. minimum b-to-b 35%; 
b-to-c 65%
outbound 7.6%;
inbound 88.5%;
interactive 3.9%		 Communications/Media, Transport/Logistics, Financial Services      2
 5. EDS* (Electronic Data Systems) - Plano, TX (22)  972-604-6075    972-604-3603 1986                12 hrs. minimum b-to-b 60%;
b-to-c 40%
outbound 5%;
inbound 92%;
interactive 3%		 Customer Care Services, Technical Help Desk, Telemarketing    10
 6. RMH Teleservices* - Bryn Mawr, PA (7)  800-367-5733     610-520-5356 1983         5,000 hrs. minimum b-to-b 20%;
b-to-c 80% 
outbound 60%;
inbound 38%;
interactive 2%		 Customer Support, Sales  n/a
 7. Young America Corp.* - Chanhassen, MN (3)                952-294-6000    952-294-8497 1990           500 hrs. minimum b-to-b 10%; 
b-to-c 90% 
outbound 1%;
inbound 80%;
interactive 19%		 Customer Care, Interactive, Lead Generation    15
 8. AFFINA - The Customer Relationship Co. - Peoria, IL (4)  877-4-AFFINA  309-679-4408 1973               350 hrs./mo. minimum b-to-b 30%; 
b-to-c 70% 
outbound 8%;
inbound 90%;
interactive 2%		 Contact Management, B-to-C Sales/Service, CRM      7
 9. ClientLogic* -  Nashville, TN (14)   615-301-7100    615-301-7150 1990           variable  minimum b-to-b 10%;
b-to-c 90%
outbound 3%;
inbound 92%;
interactive 5%		 Customer Care, Fulfillment, Marketing Services  n/a
 10. APAC Customer Services, Inc.* - Deerfield, IL (48)  800-776-2722    847-236-5490 1973        variable  minimum b-to-b 36%;
b-to-c 64% 
outbound 32%;
inbound 60%;
interactive 8%		 Customer Care, Customer Acquisition, Third-Party Administration    12
 11. SR. Teleperformance -             Paris, France (81)  +33 155764080        +33 155768686 1978                no minimum b-to-b 25%; 
b-to-c 75%
outbound 57%;
inbound 42%;
interactive 1%		 CRM/E-CRM, Teleservices, In- and Outbound Telemarketing      9
 12. OSC Teleservices - Lubbock, TX (2)  800-658-2143    806-747-5047 1987          negotiable  minimum  b-to-c 100% 
inbound 80%;
interactive 20%		 Billing Inquiry, Telecommunications, Consumer Products      5
 13. GC Services Limited Partnership* - Houston, TX (34)  713-777-4441    713-776-6535 1957        variable  minimum b-to-b 10%;
b-to-c 90% 
outbound 21%;
inbound 78%; interactive 1%		 Teleservices, Financial Services, Outsourcing    11
 14. Protocol - Danvers, MA (13)  978-762-7700    978-762-7799 1998                100 hrs. minimum b-to-b 30%;
b-to-c 70% 
outbound 30%;
inbound 60%;
interactive 10%		 Inbound Customer Care, Outbound Sales, Inbound Sales  n/a
 15. CSC - A Division of Global Response Corp. - Margate, FL (1)  954-973-7300    954-969-2355 1974               100 hrs. minimum b-to-b 75%; 
b-to-c 25%
outbound 35%;
inbound 60%;
interactive 5%		 Automotive, Insurance, Catalog  n/a
 16. DialAmerica Marketing, Inc. - Mahwah, NJ (59)  201-327-0200    201-327-4875 1957                 variable minimum b-to-b 15%;
b-to-c 85%  
outbound 90%;
inbound 7%; interactive 3%		 Customer Acquisition, Retention and Growth  n/a
 17. Telvista* - Dallas, TX (4)  800-563-9699     972-312-6107 1997             720 hrs. minimum b-to-b 38%; 
b-to-c 62%
outbound 5%;
inbound 92%;
interactive 3%		 Product Support/Help Desk, Sales, Customer Service  n/a
 18. Communications & Commerce* - Salt Lake City, UT (4)  801-257-5800    801-908-5976 1998                5,000 hrs. minimum b-to-c 100%
inbound 95%;
 interactive 5%		 Wireless, Tech Support, Financial Services  n/a
 19. King TeleServices* -                New York, NY (4)                212-462-7000    212-352-8815 1991             500 hrs. minimum b-to-b 30%;
b-to-c 70%
outbound 40%;
inbound 50%;
interactive 10%		 Financial Services, Telecommunications, Proxy  n/a
 20. Atesia S.P.A.* - Rome, Italy (4)  +39 06729871      +39 0672987820 1989            1,000 hrs. minimum b-to-b 10%;
b-to-c 90% 
outbound 26%;
inbound 71%;
interactive 3%		 CRM/E-CRM, Customer Service, Sales Support  n/a

 

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