‘Customer Interaction Solutions’ Magazine’s 25th Annual Top 50 Inbound Teleservices Agency Rankings
For a quarter century, the Customer Interaction Solutions “Top 50” Teleservices Agency Outbound Rankings rankings, based on extensive detail gleaned from an exhaustive application process, have been the benchmark for choosing high-capacity teleservices agencies. Last month, we unveiled this year’s “Top 50” Outbound Rankings and now, we bring you our Inbound and Interactive rankings.
Ranking Criteria
Customer Interaction Solutions has always relied on measurable, third-party-verifiable data to determine our rankings of the “Top 50” agencies. More specifically, we rank agencies based on the number of minutes each was billed by each of its phone companies for telephone service for 12 months, from November 2008 through October 2009. We have found this to be an accurate and reliable reflection of the amount of teleservices each agency provides and, therefore, provides a true reflection of its size.
Qualification
Qualifying teleservices agencies submitted responses to a detailed questionnaire, indicating the nature of their operations
and listing their volume of billable minutes for the 12-month period. Verification, in the form of the signature of each agency’s president/CEO was required, in addition to submitting a letter of verification from each telephone service providers used, certifying the number of minutes for which the providers billed the agencies during the evaluation period. As always, we extend our gratitude to all the carriers for their thorough and expeditious provision of these data.
Exceptions
Agencies that did not supply the required third-party verification were disqualified, with three exceptions: 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 these situations, we allowed companies 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, indicating these agencies with an asterisk (*) in the listings.
Understanding the Listings
The Inbound listings have beed divided into three categories, ranked by size, beginning with the largest. Category A lists U.S. teleservices businesses; Category B consists of international teleservices businesses, including international components of U.S.-based agencies. Agencies that are ranked in both Category A and B are indicated with a dagger (†).
Category C ranks the interactive services (i.e., no live operators) of these teleservices agencies. This category continues to reflect the demand for automated self-help services. Companies that are ranked in the Domestic and/or International lists, and also in the Interactive category, are marked with a double dagger (‡).
And, because we have already ranked the Outbound services providedby these firms in the March issue, we also include Category D, the Overall Global Ranking, which aggregates global outbound, inbound, and interactive minutes to provide a view of the size of these businesses on global level.
As always, we provide these rankings with the hope that they will benefit you as you look to fulfill your teleservices outsourcing requirements. Please be sure to let your teleservices providers know you found them through the Customer Interaction Solutions “Top 50” Rankings.
Category A – U.S. Domestic
2. Sitel Operating Corporation (Nashville, Tenn.) * † ‡
www.sitel.com
3. PRC Global Contact Management (Plantation, Fla.) ‡
www.prcnet.com
5. GC Services Limited Partnership (Houston, Texas) * ‡
www.gcserv.com
6. Accent Marketing Services (Jeffersonville, Ind.) † ‡
www.accentonline.com
7. Cross Country Automotive Services (Medford, Mass.) † ‡
www.crosscountry-auto.com
10. VXI Global Solutions(Los Angeles, Calif.) * † ‡
www.vxi.com
11. Telerx (Horsham, Pa.) * † ‡
www.telerx.com
12. TCIM Services, Inc.(Wilmington, Del.) *
www.tcim.com
18. Affinitas Corporation (Omaha, Neb.)
www.affinitas.net
19. PCCW Teleservices (Hong Kong) & Influent (News - Alert) (Dublin, Ohio) * † ‡
www.influentinc.com
20. Hamilton Contact Center Services (Aurora, Neb.)
www.hamiltontm.com
22. Ansafone Contact Centers (Santa Ana, Calif.)
www.ansafone.com
23. TMS Health (Boca Raton, Fla.) ‡
www.tmshealth.com
24. Americall Group, Inc. (Naperville, Ill.), a TelePerformance Company
www.americallgroup.com
25. Thomas L. Cardella & Associates (Cedar Rapids, Iowa) *
www.tlcassociates.com
27. XO Interactive (Beaverton, Ore.) ‡
www.xo.com
28. Global Contact Services LLC (Salisbury, N.C.)
www.gcsagents.com
31. O’Currance, Inc. (Draper, Utah) *
www.ocurrance.com
CATEGORY B — INTERNATIONAL
2. Sitel Operating Corporation v(Nashville, Tenn.) * † ‡
www.sitel.com
3. Teleperformance USA (Salt Lake City, Utah) † ‡
www.teleperformance.com
4. PCCW (News - Alert) Teleservices (Hong Kong) & Influent (Dublin, Ohio) * † ‡
www.influentinc.com
5. Telvista Inc. (Dallas, Texas) * ‡
www.telvista.com
7. VXI Global Solutions (Los Angeles, Calif.) * † ‡
www.vxi.com
8. Skybridge Marketing Group (Greenfield, Minn.)
www.skybridgemg.com
11. Cross Country Automotive Services (Medford, Mass.) † ‡
www.crosscountry-auto.com
12. Telerx (Horsham, Pa.) * † ‡
www.telerx.com
13. Accent Marketing Services (Jeffersonville, Ind.) † ‡
www.accentonline.com
CATEGORY C —INTERACTIVE INBOUND
1. XO Interactive (Beaverton, Ore.)
www.xo.com
2. PCCW Teleservices (Hong Kong) & Influent (Dublin, Ohio) *
www.influentinc.com
5. GC Services Limited Partnership (Houston, Texas) *
www.gcserv.com
6. Cross Country Automotive Services (Medford, Mass.)
www.crosscountry-auto.com
8. Sitel Operating Corporation (Nashville, Tenn.) *
www.sitel.com
9. LiveOps (Santa Clara, Calif.) *
www.liveops.com
12. Accent Marketing Services (Jeffersonville, Ind.)
www.accentonline.com
13. PRC Global Contact Management Solutions (Plantation, Fla.)
www.prcnet.com
15. VXI Global Solutions (Los Angeles, Calif.) *
www.vxi.com
17. Telvista, Inc. (Dallas, Texas)
www.telvista.com
CATEGORY D — GLOBAL AGGREGATE RANKING
1. Teleperformance Group (Paris, France)
2. Teleperformance USA (Salt Lake City, Utah)
3. Sitel Operating Corporation (Nashville, Tenn.) *
4. XO Interactive (Beaverton, Ore.)
5. GC Services Limited Partnership (Houston, Texas) *
6. LiveOps (Santa Clara, Calif.) *
7. PRC Global Contact Management Solutions (Plantation, Fla.)
8. PCCW Teleservices (Hong Kong) & Influent (Dublin, Ohio) *
9. DialAmerica (Mahwah, N.J.)
10. Cross Country Automotive Services (Medford, Mass.)
11. Accent Marketing Services (Jeffersonville, Ind.)
12. Americall Group, Inc. (Naperville, Ill.), a TelePerformance Company
13. VXI Global Solutions (Los Angeles, Calif.) *
14. Global Contact Services LLC (Salisbury, N.C.)
15. Telvista, Inc. (Dallas, Texas) *
16. The Results Companies (Dania Beach, Fla.) *
17. TCIM Services, Inc. (Wilmington, Del.) *
18. The Connection (Burnsville, Minn.) *
19. Telerx (Horsham, Pa.) *
20. Synergy Solutions, Inc. (Scottsdale, Ariz.)
21. TMS Health (Boca Raton, Fla.)
22. Charlton (Madison, Wis.)
23. American Customer Care, Inc. (Bristol, Conn.)
24. AnswerNet (Willow Grove, Pa.) *
25. Teleservices Direct (Indianapolis, Ind.)
26. Thomas L. Cardella & Associates (Cedar Rapids, Iowa) *
27. Ameridial (North Canton, Ohio)
28. Hamilton Contact Center Services (Aurora, Neb.)
29. Affinitas Corporation (Omaha, Neb.)
30. Skybridge Marketing Group (Greenfield, Minn.)
31. 24-7 Intouch (Regina, SK)
32. O’Currance, Inc. (Draper, Utah) *
33. Voxdata (Toronto, ON)
34. ListenUp Espanol (Portland, Maine)
35. Ansafone Contact Centers (Santa Ana, Calif.)
36. 121 Direct Response (Philadelphia, Pa.)
37. InService America (Forest, Va.)
38. Greene, an RMG Direct Company (Lincolnshire, IL)
CIS Magazine Table of Contents
|
Internet Telephony Magazine
Click here to read latest issue
CUSTOMER 
Cloud Computing Magazine
Click here to read latest issue
IoT EVOLUTION MAGAZINE
