This is the twenty-first year Customer Inter@ction Solutions magazine brings you its “Top 50” Teleservices Agency Ranking. In this issue, we’re presenting the “Top 50” inbound portion of the ranking. (The outbound portion of the ranking was highlighted in the March 2006 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 Inter@ction 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 2004 through October 2005. 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 had to answer a questionnaire detailing the nature of their business and listing their number of billable minutes between November 2004 and October 2005. 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 thirdparty 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 Inter@ction 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 following list of “Top 50” agencies, you will notice that we have provided a numerical ranking of 1 through 36 (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 36 companies met our minimum number of billable minutes to be ranked in the inbound “Top 50.” You will notice that the “Top 50” inbound has been divided into three categories: A, B, C and D. 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. Category C is the list of Top 50 Global Performers, which ranks companies according to their aggregate outbound and inbound, and domestic and international minutes. Finally, Category D, which was introduced in 1998, is comprised of companies that provide purely interactive inbound services (no live operators). We added this category to reflect the growing demand for such interactive inbound services. Companies that are in the Domestic and International categories that are also ranked in the Interactive category are marked with a double dagger (‡) in their Domestic and International rankings. 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 Inter@ction Solutions. Companies with enhanced listing are regular advertisers in Customer Inter@ction Solutions.
1. ACS, Inc. * †
http://www.acs-inc.com
2. SITEL Corp. † ‡
http://www.sitel.com
3. Teleperformance USA (part of the SR. Teleperformance Group) † ‡
http://www.teleperformanceusa.com
4. ClientLogic * † ‡
http://www.clientlogic.com
5. GC Services Limited Partnership * † ‡
http://www.gcserv.com
6. APAC Customer Services, Inc. * † ‡
http://www.apaccustomerservices.com
7. ICT Group, Inc. * † ‡
http://www.ictgroup.com
8. NCO Group * † ‡
http://www.ncogroup.com
9. eTelecare Global Solutions * †
http://www.etelecare.com
10. Center Partners * ‡
http://www.centerpartners.com
11. Telvista * † ‡
http://www.telvista.com
12. AFFINA, LLC * ‡
http://www.affina.com
13. The Connection *
http://www.the-connection.com
14. Cross Country Automotive Services ‡
http://www.crosscountry-auto.com
15. Telerx ‡
http://www.telerx.com
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16. Americall Group Inc. (part of the SR. Teleperformance Group) * †
http://www.americallgroup.com
17. DialAmerica Marketing Inc. ‡
http://www.dialamerica.com
18. TCIM Services, Inc. *
http://www.tcim.com
19. InPulse Response Group
http://www.inpulseresponse.com
20. Microdyne Outsourcing, Inc. *
http://www.microdyne.com
21. Alta Resources * ‡
http://www.altaresources.com
22. XO Interactive * ‡
http://www.xo.com
23. InfoCision Management Corp.
Ph: 330-668-1400; Fx: 330-668-1401
http://www.infocision.com
Year began providing teleservices: 1982
Size of projects accepted:
Minimum 500 hours
Type of calling:
B-to-B: 14%; B-to-C: 86%
Outbound: 84%; Inbound: 15%;
Interactive Inbound: 1% Specialization: political, non-profit and religious fundraising,
product/service sales and customer care, volunteer recruitment
24. Influent, Inc.
http://www.influentinc.com
25. Alert Communications *
http://www.alertcom.com
26. Charlton
http://www.tcgcorp.net
27. InService America
http://www.inserviceamerica.com
28. NOVO 1, Inc.
http://www.novo1.com
29. Hamilton Contact Center Services http://www.hamiltontm.co |
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30. Global Response *
http://www.globalresponse.com
31. AnswerNet Network
http://www.answernetnetwork.com
32. O’Currance Teleservices
http://www.ocurrance.com
33. Connextions ‡
http://www.connextions.com
34. Archway Marketing Services †
http://www.archway.com
35. Advanced Data-Comm, Inc.
Ph: 800-582-9501;
Fx: 800-829-9780
http://www.advanced-data.com
Year began providing teleservices:
1988
Size of projects accepted:
Minimum 200 hours
Type of calling:
B-to-B: 54%; B-to-C: 46%
Outbound: 69.1; Inbound: 30.9%
Specialization: customer service, sales,
market research
36. Synergy Solutions, Inc. *
http://www.synergysolutionsinc.com
CATEGORY B —
INTERNATIONAL
1. SR. Teleperformance ‡
Ph: +33 155764080;
Fx: +33 155764081
http://www.srteleperformance.com
Year began providing teleservices:
1978
Size of projects accepted:
Minimum varies
Type of calling:
B-to-B: 20%; B-to-C: 80%
Outbound: 31%; Inbound: 64%;
Interactive Inbound: 5%
Specialization: outsourced CRM services,
debt collection, technical support
2. ClientLogic * ‡
http://www.clientlogic.com
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3. NCO Group * ‡
http://www.ncogroup.com
4. Teleperformance USA (part of the
SR. Teleperformance Group) ‡
http://www.teleperformanceusa.com
5. eTelecare Global Solutions *
http://www.etelecare.com
6. SITEL Corp. ‡
http://www.sitel.com
7. ICT Group, Inc. * ‡
http://www.ictgroup.com
8. Telvista * ‡
http://www.telvista.com
9. Vision-X Inc. * ‡
http://www.vxiusa.com
10. Hispanic Teleservices Corp. *
http://www.htc.to
11. PCCW Contact Center Business * ‡
http://www.pccw.com/contactcenter
12. MCCI (part of the SR.
Teleperformance Group)
http://www.mcci.ca
13. Archway Marketing Services
http://www.archway.com
14. GC Services Limited Partnership * ‡
http://www.gcserv.com
15. APAC Customer Services, Inc. * ‡
http://www.apaccustomerservices.com
16. ACS, Inc. *
http://www.acs-inc.com
17. AFFINA, LLC * ‡
http://www.affina.com
18. Ambergris Solutions *
http://www.ambergrissolutions.com
19. Americall Group Inc. (part of the
SR. Teleperformance Group)
http://www.americallgroup.com |
20. Voxdata *
http://www.voxdata.com
CATEGORY C —
GLOBAL TOP 50 RANKING,
AGGREGATE INBOUND & OUTBOUND,
DOMESTIC & INTERNATIONAL
1. SR. Teleperformance
Ph: +33 155764080;
Fx: +33 155764081
http://www.srteleperformance.com
Year began providing teleservices: 1978
Size of projects accepted:
Minimum varies
Type of calling:
B-to-B: 20%; B-to-C: 80%
Outbound: 31%; Inbound: 64%;
Interactive Inbound: 5%
Specialization: outsourced CRM services,
debt collection, technical support
2. ACS, Inc. *
http://www.acs-inc.com
3. SITEL Corp.
http://www.sitel.com
4. ClientLogic *
http://www.clientlogic.com
5. ICT Group, Inc. *
http://www.ictgroup.com
6. NCO Group *
http://www.ncogroup.com
7. Teleperformance USA (part of the
SR. Teleperformance Group)
http://www.teleperformanceusa.com
8. eTelecare Global Solutions *
http://www.etelecare.com
9. APAC Customer Services, Inc. *
http://www.apaccustomerservices.com
10. GC Services Limited Partnership *
http://www.gcserv.com
11. Telvista
http://www.telvista.com
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12. DialAmerica Marketing Inc.
http://www.dialamerica.com
13. InfoCision Management Corp.
Ph: 330-668-1400; Fx: 330-668-1401
http://www.infocision.com
Year began providing teleservices: 1982
Size of projects accepted:
Minimum 500 hours
Type of calling:
B-to-B: 14%; B-to-C: 86%
Outbound: 84%; Inbound: 15%;
Interactive Inbound: 1%
Specialization: political, non-profit and
religious fundraising, product/service
sales and customer care, volunteer
recruitment
14. Millenium Teleservices
http://www.mmtel.com
15. Americall Group Inc. (part of the
SR. Teleperformance Group)
http://www.americallgroup.com
16. Center Partners *
http://www.centerpartners.com
17. TCIM Services, Inc. *
http://www.tcim.com
18. Vision-X Inc. *
http://www.vxiusa.com
19. PCCW Contact Center Business *
http://www.pccw.com/contactcenter
20. Hispanic Teleservices Corp. *
http://www.htc.to
21. Cross Country Automotive
Services
http://www.crosscountry-auto.com
22. AFFINA, LLC *
http://www.affina.com
23. Influent, Inc.
http://www.influentinc.com
24. Epixtar
http://www.epixtar.com
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25. MCCI (part of the SR.
Teleperformance Group)
http://www.mcci.ca
26. The Connection *
http://www.the-connection.com
27. Archway Marketing Services
http://www.archway.com
28. NOVO 1
http://www.novo1.com
29. Teleservices Direct
http://www.teleservicesdirect.com
30. Charlton
http://www.tcgcorp.net
31. Telerx
http://www.telerx.com
32. Microdyne Outsourcing Inc. *
http://www.microdyne.com
33. Synergy Solutions, Inc. *
http://www.synergysolutionsinc.com
34. The Heritage Company, Inc.
http://www.theheritagecompany.com
35. InPulse Response Group
http://www.inpulseresponse.com
36. Hamilton Contact Center Services
http://www.hamiltontm.com
37. Alta Resources *
http://www.altaresources.com
38. 121 Direct Response (Tele-
Response Center, Inc.) *
http://www.121directresponse.com
39. AnswerNet Network
http://www.answernetnetwork.com
40. Alert Communications *
http://www.alertcom.com
41. XO Interactive *
http://www.xo.com
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42. Ambergris Solutions *
http://www.ambergrissolutions.com
43. Advanced Data-Comm, Inc.
Ph: 800-582-9501;
Fx: 800-829-9780
http://www.advanced-data.com
Year began providing teleservices:
1988
Size of projects accepted:
Minimum 200 hours
Type of calling:
B-to-B: 54%; B-to-C: 46%
Outbound: 69.1; Inbound: 30.9%
Specialization: customer service,
sales, market research
44. InService America
http://www.inserviceamerica.com
45. Voxdata *
http://www.voxdata.com
46. Connextions
http://www.connextions.com
47. Global Response *
http://www.globalresponse.com
48. O’Currance Teleservices
http://www.ocurrance.com
49. Greene & Associates, Inc.
http://www.greeneassoc.com
50. 24-7 InTouch Inc.
http://www.24-7intouch.com
CATEGORY D —
INTERACTIVE INBOUND
1. XO Interactive *
http://www.xo.com
2. PCCW Contact Center Business *
http://www.pccw.com/contactcenter
3. SITEL Corp.
http://www.sitel.com
4. ClientLogic *
http://www.clientlogic.com |
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