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CUSTOMER INTER@CTION Solutions® Magazine’s
Twenty-First Annual Top 50 Inbound Teleservices Agencies Ranking

 

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

 

 

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

 

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

 

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

 

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

 

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

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

 

5. ICT Group, Inc. *
http://www.ictgroup.com

6. Teleperformance USA (part of the
SR. Teleperformance Group)
http://www.teleperformanceusa.com

7. 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

8. DialAmerica Marketing Inc.
http://www.dialamerica.com

9. APAC Customer
Services, Inc. *
http://www.apaccustomerservices.com

10. GC Services Limited
Partnership *
http://www.gcserv.com

11. Vision-X Inc. *
http://www.vxiusa.com

12. Cross Country Automotive
Services
http://www.crosscountry-auto.com

13. Alert Communications *
http://www.alertcom.com

14. AFFINA, LLC *
http://www.affina.com

15. Alta Resources *
http://www.altaresources.com

16. Telerx
http://www.telerx.com

 

 

17. Connextions
http://www.connextions.com

18. Telvista *
http://www.telvista.com

19. NCO Group *
http://www.ncogroup.com

20. Center Partners *
http://www.centerpartners.com

 

 

 

 

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