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Teleservices Agencies Who's Who Directory
June 2001

 

Teleservices Agencies Who's Who Directory


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The Who's Who List
Selecting The Right Service Agency To Handle Your Customer Care Needs

In a business climate in which the "survival of the fittest" principle is causing retailers that were booming only last year to shrivel up and die like the last dinosaurs left at a vanishing watering hole, customer service has never been more important. In a flattening economy, customers are choosier where and when they spend their dollars, and the most important criterion used to judge which company will eventually be awarded the sale is the quality of customer service. In the vast market economy that is the U.S., why would any reasonable consumer put up with lousy service? Would that same customer return to a hairdresser who gave him or her a crooked haircut? Why would the same person once again buy from a company with which he or she had a nightmarish, or even merely ineffective, customer service experience? Yet bad service is rampant, and many companies are beginning to stand up and recognize they have a problem. The solution, for many, is to put customer service into the hands of professionals. Professional teleservices agencies can make and take calls for you, answer questions, process faxes and forms, respond to customer service-related e-mail and even initiate chat or whiteboarding sessions with your customers and potential customers.

For those of our readers who have made the decision to take on an outsource partner for telephone or Web-based customer support, or for those companies considering exploring the benefits of outsourcing, Customer Inter@ction SolutionsTM presents its annual compendium of the most important players in the world of outsourced teleservices. Just as with clothing or cars, one size does not fit all, so these companies represent an array of shapes and sizes, from the small to the very high volume. Many of them offer services in other languages, and an increasing number now offer Web-based services, as well. We're sure you'll find exactly what you seek in these pages...and don't forget to tell the agencies that we sent you. Happy hunting!


Who's Who List

Key:   A=Inbound teleservices
B=Outbound teleservices
C=Multilingual services
D=Interactive (IVR)
E=E-mail management capabilities
F=Text chat

A-B    C-D    E-H    I-N    O-S    T-Y


A-B

1800 Call Center
sales@teampremier.net
www.teampremier.net

A, C
AFFINA - The Customer Relationship Co.
Stephen Nelson
309-679-4332
www.affina.com
A, C, E
Aon Innovative Solutions
800-613-8000
www.aoninnovativesolutions.com
A, B, C, E
21st Century Engineering Services
Sanjiv
ssood1@vsnl.com
B, E
The AfterMarket Company
Paul Kerstetter
paulk@theaftermarketcompany.com

602-470-2500
www.theaftermarketcompany
.com
A, B, F
APAC Customer Services, Inc.
Susan Millspaugh
800-776-2722
www.apaccustomerservices.com
A, B, C, D, E, F
Access Direct Telemarketing, Inc.
800-892-8276
www.accdir.com
A, B
Alpine Access
info@alpineaccess.com
866-279-0585
www.alpineaccess.com
A, E
Associated Call Centers
800-610-5262
www.aacc.com
A, C, E
ACCESS! Call Center Solutions
800-577-2869
www.access-corp.com
B
Alta Resources
www.altaresources.com
A, B, E
Associates Commerce Solutions
teleservices@associatescommerce.com

800-473-3390
www.associatescommerce.com
A, E
The Active Group
David R. Smith
info@activetelesource.com
888-357-2131
www.activetelesource.com
A, B, D
Americall Corp.
Ben Martorano
benmartorano@americallcorp.com

800-688-0078
www.americallcorp.com
A, B
Aventis Technologies
514-335-7312
www.aventisdirect.com
A, B, C
Advanced Data-Comm, Inc.
800-582-9501
www.advanced-data.com
A, B
American Telecom, Inc.
800-350-1930
www.atiteleservices.com
A, B, E
Beautyrock, Inc.
www.beautyrock.ca
B
Aegis Communications Group, Inc.
Doug Starr
770-621-5500
www.aegiscomgroup.com
A, B, C, E

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C-D

Call Center Alliance
Michelle Sidwell
ms@callcenteralliance.com
+33 1 40 93 76 86
www.callcenteralliance.com
A, B, C
Colwell & Salmon Communications, Inc.
518-482-1596
www.colwell-salmon.com
A, C, B, E
Dakota Communications Solutions, Inc.
www.dakotacommunications.com
A, B, C
CompUSA Call Center Services
Clark Hausmann
clark_hausmann@compusa.com

800-563-9699
www.compusa.com/call_center
A, B, F, E, D
Offering Contact Center Outsourcing, eCRM Solutions and Consulting, CompUSA Call Center Services creates innovative solutions specializing in Customer Acquisition, Customer Retention and Enterprise Support. We deliver quality customer support the way customers prefer to interact. Call 1-800-563-9699 or visit www.compusa.com/call_center.
Call_Solutions.com, Inc.
Jacqueline Schoonover
info@callsolutions.com
800-NOW-7711
www.callsolutions.com
A, B, C, D, E, F
The Connection
Karl G. Siewert
karl@the-connection.com
952-948-5335
www.the-connection.com
A, C, E, F
Dakotah Direct II, L.L.C.
Michelle Smith
msmith@dakotahdirect.com

www.dakotahdirect.com
800-433-3633
A, B, C
Center Partners
www.centerpartners.com
A, B
Connextions.net
Mark Zahringer
mzahringer@connextions.net

407-926-2400, ext. 323
www.connextions.net
A, B, C, D, E, F
Delhi Call Centers P. Ltd.
www.delhicall.com
A, B, D, E
Centralized Marketing Co. (CMC)
www.cmcmax.com
A, B, E
Convergys
marketing@convergys.com
800-344-3000
www.convergys.com
A, D, B, E
DialAmerica Marketing, Inc.
201-377-0200
www.dialamerica.com
A, B
Cerida Corp.
www.cerida.com
A, B
Core Communications Corp.
info@corecc.com
www.corecc.com
A, D, E
Dialog24
201-928-1001
www.dialog24.com
C
ChinaMotion Telecom
www.china-motion.com
A, B, E
CorporaTel
Mike Hasler
mhasler@corporatel.ca

888-453-8400
www.corporatel.ca
A, B, C, D, E, F
DidoVici.com
www.didovici.com
A, B, C, E
CSC
Wendy Shooster-Leuchter
wendyl@globalresponse.com

800-537-8000
www.globalresponse.com
A, B, E
CSC is a full-service call center and fulfillment company. Ranked among the top providers, the company has served customers for over 25 years. Services include inbound and outbound communications, fulfillment and data management. CSC is Microsoft- and Citrix-certified.
Ci Direct
Matt Jones
mjones@cidirect.com

712-755-9500
www.cidirect.com
A, B, C, D, E, F
Customer Asset
Raghu Krishnaiah
raghuk@customerasset.com

408-551-0284
www.customerasset.com
A, B, C, E
Digital Direct Services
310-527-7810
www.dds-telesolutions.com
A, B, C, E
Citicom Infotech Private Ltd.
www.citi4all.com
A
CustomerAlly Contact Center
www.customerally.com
A, E
Direct Response, LLC
www.directresponsellc.com
A, B
ClickDotCare, Inc.
www.clickdotcare.com
A, E
CustomerAssistance.com
www.customerassistance.com
A, B, D, E
Doctor's Choice Telemarketing
888-273-3669
www.doctorschoicetelemarketing.com
A, B
ClickShip Direct, Inc.
888-833-7270
www.clickshipdirect.com
A, E
CyberRep.coM
703-917-9170
www.cyberrep.com
A, C, E
Dunlap Marketing
Mike Dunlap
miked@dunlapmarketing.com

281-833-3000, ext. 14
www.dunlapmarketing.com
A, B
ClientLogic
Channing Rollo
channrol@clientlogic.com

615-301-7100
www.clientlogic.com
A, B, C, D, E, F
Cyntergy
info@cyntergy.com
www.cyntergy.com
A, B, C, E

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E-H

E Serve Technologies Ltd.
www.eserveglobal.com
A, B, D, E
Excell Agent Services
Amy Hass
sales@excellagent.com
888-359-6660/602-808-1511
www.excellagent.com
A, B, C, D, E, F
GMS, Inc.
817-589-7799
www.teamgms.com
B
edcor
www.edcor.com
A, E
Excellence Operator Services
eosusa@aol.com

www.excellence.com.mx
B, C, E
Group O Direct
309-736-8100
www.groupo.com
A, C
EDS
Bob Wientzen
bpm@eds.com
888-889-1619
www.eds.com
A, B, D, E, F
FasTrackPRO
800-240-7170
www.fastrackpro.com
D
GrowthExperts Group Inc.
Greg Kular
gregk@growthexperts.com

604-519-2420
www.growthexperts.com
A, B, C, D, E, F
e-Mail Solutions, Inc.
800-233-8811
www.emsresponse.com
A, B, D, E
FirstRing, Inc.
Sat Want S. Khalsa
satwant.khalsa@firstring.com

703-480-8013
www.firstring.com
A, B, D, E, F
Help Desk NOW
800-895-8527
www.helpdesknow.com
A, B, E
Empirix Inc.
Brian Miller
bmiller@empirix.com

781-993-8600
www.empirix.com
D
FonSys Infotech
www.fonsys.com
A, B, E
Henry M. Greene & Assocs., Inc.
800-356-1300
www.greeneassoc.com
B
Enablx
Anthony Makoujy
amakoujy@enablx.com

800-882-0044, ext. 207
www.enablx.com
A, C, D, E, F
Fulfillment Plus, Inc.
www.fulfillmentplus.com
A, B, E
Heritage Publishing Co., Inc.
501-835-5000
www.heritage-publishing.com
B
EnvisioNet
Jennifer Dube
jdube@envisionet.com
800-926-0143
www.envisionet.com
A, B, D, E, F
Fused Solutions
Jeffrey Yette
jeffy@fusedsolutions.com

315-265-3400
www.fusedsolutions.com
A, B, D, E, F
Hi-Link Computer Corp.
Dan Hager
dhager@hi-link.com

800-683-9535
www.hi-link.com
A
ESCAPES II, Inc.
Brett Bunch
bbunch@ccias.com

501-855-5224
www.escapesvacations.com
B
GC Services
www.gcserv.com
A, B, C, E
Hispanic Teleservices Corp.
www.htc.to
A, B, C, E
eTelecare International
www.etelecare.com
A, E
FutureCall Telemarketing
719-867-7100
www.futurecallinc.com
A, B, E
Holldon Telemanagement Group
www.holldon.com
A, B
European Call Center
Alliance
Mark Smedley
smedley@call-for-europe.com

203-329-7730
www.call-for-europe.com
C
Global Tele-Systems Ltd.
www.gtl.co.in
A, B, C, E

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I-N

ICT Group, Inc.
800-201-1085
info@ictgroup.com
www.ictgroup.com
A, B, C

IVR, Inc. (Interactive Voice Response)
888-633-3487
www.ivrinc.com
A, B, D
MarketLinc Call Centre Solutions
888-858-7643
www.marketlinc.ca
A, B
Market USA
Michael Centrella
mcentrella@marusa.com

800-658-8721
www.marketusa.com
A, B, C, E, F
Market USA is a full-service inbound and outbound teleservice agency with 19 call centers in Canada and the United States, employing more than 3,500 sales/service associates. Our industry focus includes insurance, financial, direct response, product sales, catalog, e-commerce and membership programs.
InfoCision Management
Corp.
Nick Stavarz
nicks@infocision.com
330-668-1400
www.infocision.com
A, B, D
Ivus
510-834-4887
www.ivustech.com
A, E
Message Time
Gene Roush
generoush@messagetime.com
800-937-9921
www.messagetime.com
A, B, D, E
INFOTEL
305-470-7511
www.infotel.com.do
A, B, C, E
Jansen Venneboer Customer Dialogue
dialogue@jansenvenneboer.nl
www.jansenvenneboer.com
A, B, D E
Meyer Associates
Scott Fujan
scott@callmeyer.com
800-676-9233
www.callmeyer.com
B
Infowavz International
info@infowavz.com
www.infowavz.com
A, B, E
Juno Marketing, Inc.
www.junomktg.com
A, B
Midco Call Center Services
Doreen West
doreen_west@mmi.net
800-843-8800
www.midcocall.com
A
Instant Impact, Inc.
www.4impact.com
A, B, C. E
JuzCall Centre
www.scs.com.sg
A, B, C
Millennium Financial
Group

877-634-9991
www.millenniumfinancialgroup.com
B, C
Integrated Technologies
Corp.

809-788-5566
www.itc.com.do
A, B, C, D
Kenna Connect
www.thekennagroup.com
A, B, C, E
Millennium Teleservices
Jacqueline Harris
jharris@mmtel.com

888-252-5689/877-877-7698
www.mmtel.com
A, B, C, D, E, F
Intelogistics Corp.
Roy Semplenski
rsemplenski@bestivr.com

877-453-5700
www.intelogistics.net
D
King TeleServices
800-817-5468
www.king-teleservices.com
A, B, C
Minacs Worldwide
info@minacs.com
www.minacs.com
A, C, D, E
Interaction Center
877-932-5100
www.interactioncenter.com
A, E
KnowledgeBroker, Inc.
Sales
800-829-4524
www.kbi.com
A, E
MSA Solutions
Duane Hester
dhester@msamail.com

480-968-2900
www.msasolutions.com
A, B, C, D, E
Intertwined Solutions
www.intertwinedsolutions.com
A, B, E
Kowal Assocs., Inc.
617-521-9000
www.kowalassociates.com
A
Naray TeleService, Inc.
www.telemarketing.com
A, B, D, E
InTouch, Inc.
800-810-7710
info@increasemysales.com
www.increasemysales.com
A, B, E
L&S TeleServices
Michele Kleinwolterink
michele@l-s.com
800-894-7832
www.mostresponsive.com
A, B, C, E, F
NEW
800-969-1282
www.newcorp.com
A, E
INtouch Communications
Jeff Fettes
jfettes@everythingintouch.com

800-530-1121
www.everythingintouch.com
A, B, E
Link Telemarketing
link@spacestar.net
800-541-LINK
www.roimark.com/link/
A, B, D, E

NSDI Teleperformance
Chris Hodges
crm@tpamerica.com

866-872-6374/404-256-4673
www.tpamerica.com
A, B, C, D, E, F

IRT
800-700-3033
www.callcenter.com
A, B, C, E
LiveBridge, Inc.
sales@livebridge.com
800-763-6000
www.livebridge.com
A, B, E

NTS Marketing
Charles E. Judd
cej@j4com.com
804-947-0000
www.ntsmarketing.com
A, B, D

ISKY
loyalty@isky.com
240-456-4300
www.isky.com
A, B, C, E
Major Account Call Center
www.majoraccountcallcenter.com
B
NuComm Marketing
www.nucomm.net
A, B, C
IT Enabled Services
Alliance, Inc.
www.itesalliance.com
A, B, E
Marketing Ally Teleservices
800-400-4042
www.marketingally.com
A, B, C, E
iSKY, Inc.
800-351-5055
www.isky.com
A, B, D, E, F

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O-S

On Line Support, Inc.
www.onlinesupport.ca
A, C

The Product Line, Inc.
Stephen D. Bell
sbell@tpli.com
303-671-8000, 800-343-4717
www.tpli.com
A, B, F

Sapphire Callnet
www.callnetindia.com
A, B, C, E

On Target Marketing, Inc.
314-842-4150
www.ontarg.com
B
Pro Tech Communications Inc.
David Lloyd
dlloyd@protechcom.com
800-468-8371
www.protechcom.com
B
Shonkh Negolice Infotech Ltd.
www.shonkhnegolice.com
A, B, C, D, E
OnPoint
Mike Larose
mlarose@onpointcrm.com
800-325-2580
www.onpointcrm.com
A, B, C, D, E, F
ProTel Systems & Supplies, Inc.
417-875-6000
www.protelco.net
A, B
Siemens Enterprise Premises Service
Dave Pleger
david.pleger@icn.siemens.com
847-527-5925
www.icn.siemens.com
A, B
Optima Direct
www.optimadirect.com
A, B
Protocol
customerinteraction@protocolusa.com
888-398-0556
www.protocolusa.com
A, B
SITEL Corp.
404-963-6810
www.sitel.com
A, B, C
ORC ProTel, Inc.
Allen E. Wolf
awolf@mau.opinionresearch.com
708-418-0600
www.orcprotel.com
B
QCom Philippines, Inc.
www.qcom.net.ph
A, B, C, E
Sodema
514-287-1717
sodema@transcontinental.ca
A, B, C
OSC Teleservices
sales@oscteleservices.com
800-658-2143
www.oscteleservices.com
A, C, D
R T Burns Inc.
www.rtburns.com
B, C, D
Source One Communications
www.source1comm.com
A, C
Outsource Software C.A.
www.outsoft.com.ve
A, B, D
Randstad Outsourcing
800-325-9555
www.randstadna.com
A, B
Spherion
outsourcing@spherion.com
800-687-3978
www.spherion.com/outsourcing
A, B, C, E
Outsourcing International
info@outsourcingintl.com
800-477-1278
www.outsourcingintl.com
A, B, D, E
Research Marketing, Inc.
researchmarketing@juno.com
A, B, D
State of the Art -
The Hispanic Call Center

www.hispaniccallcenter.com
A, B, C
Phone Interactive Communications Corp.
www.phone-ivr.com
B, D
RA -- Customer Care Solutions
ra@research-int.com
www.ra.com
A, B, C, E
Supportscape
Sanem Tatlidil
sanem@supportscape.com
info@supportscape.com
212-406-0505
www.supportscape.com
E, F
Pinnacle Teleservices, Inc.
800-492-2716
www.pinnacletm.com
A, B
RMH Teleservices
800-367-5733
www.rmht.com
A, B, C, E

The Sutherland Group, Ltd.
Gayle Jagel
gayle_jagel@suth.com
716-586-5757
www.suth.com
A, B, C, D, E, F

Pivotal Connection
www.pivotalconnection.com
A, B, E
Ron Weber And
Associates, Inc.

New Business Development
info@telethinking.com
800-835-6584
www.telethinking.com
A, B, C, D, E, F
SYKES Enterprises
Chuck Sykes
chuck.sykes@corp.sykes.com
813-274-1000
www.sykes.com
A
possibleNOW.com, Inc.
www.possiblenow.com
B
Ross Marketing, Inc.
www.rossmarketinginc.com
A, B
Synergy Solutions, Inc.
www.synergysolutionsinc.com
A, B, C, E
Precision Response Corp.
Angela Brown
abrown@prcnet.com
888-Call-PRC
www.prcnet.com
A
RSA Teleservices
www.rsateleservices.com
A, B, C
Stream International
Robert Dechant
salesinfo@stream.com
888-223-8880
www.stream.com
A, C, E, F

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T-Y

TakeCalls.com
sales@takecalls.com
www.takecalls.com
A

Tele-Servicing Innovations
303-221-0110
www.t-s-i.com
A, B, D, E

Virtual-Agent Services
www.vagent.com
A, E

Target Marketing, Inc.
800-279-9988
www.targetusa.com
A, B
TeleSpectrum
610-878-7400
www.telespectrum.com
A, B, C, D, E
Vision Marketing & Information Services P Ltd.
www.visioncallcenters.com
C, E
TCIM Services, Inc.
www.tcim.com
A, B, C, E
TeleTech
303-894-4000
www.teletech.com
A, B, C
Volkart May & Assocs., Inc.
www.volkartmay.com
A, B, E
Technion Communications Corp.
www.technion.com
A, B, C, E
Teleweb, Inc.
+86-10-65973838
www.iteleweb.com
A, B, C, D, E
VOXDATA
514-871-1920
A, B, C
Telcom Communication Center
www.rexx.com/telcom
A, C, D
TelStar Business Development Group
Dan Foster
dfoster@telstarbdg.com
770-421-0419
www.telstarbdg.com
A, B, C, D, E, F
Watts Communications Inc.
www.wattsgroup.com
A, B, C
West Corp.
Mark Meudt
sales@west.com
800-841-9000
www.west.com
A, B, C, D, E, F
West, one of the nation's largest fully integrated teleservices companies, provides customized inbound, interactive, outbound and Internet services on an outsourced basis. West's robust, integrated solutions capabilities provide a continuous loop of revenue and relationship-enhancing opportunities for all stages of our clients' customers' life cycle...acquisition, retention and growth.
TeleBill, Inc.
info@telebill.com
716-248-8520
www.telebill.com
B
Torcom
Elin Torvik
elin@torcom.com
800-832-4939
www.torcom.com
A, B, D, E, F
Willow CSN Inc.
www.willowcsn.com
A
Telecommunications Management Services
sales@tmscallcenters.com
800-377-7995
www.tmscallcenters.com
A, B, E
Transcom USA
Brian Watt
bwatt@transcomusa.com
317-818-4900
www.transcomusa.com
A, B, C, D, E, F
World Access, Inc.
www.worldaccess.com
A, C
Teleperformance
Christophe Allard
info@teleperformance.com
+33-1-55-76-40-80
www.teleperformance.com
A, B, C, D, E, F
Unicall International, Inc.
330-864-9364
www.unicallinc.com
A, B

Xtrasource, Inc.
Richard Tyler
rtyler@xtrasource.com
330-487-1088
www.xtrasource.com
A, B, C, D, E, F

Telerx
Ron Abel
solutions@telerx.com
800-2-TELERX/215-347-5700
www.telerx.com
A, B, C, D, E, F
The Verification Co.
www.verificationco.com
A, B
Young America Corp.
Mark Pearson
sales@young-america.com
952-294-6000
www.young-america.com
A, B, D
TeleSales, Inc.
www.telesalesinc.com
A, B, C, E
Vertis Media & Marketing Services
www.vertismms.com
A, B, D

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[ Return To The June 2001 Table Of Contents ]


Selecting The Right Service Agency To Handle Your Customer Care Needs

BY RON ABEL, TELERX

As the customer care marketplace changes at an unprecedented pace, more and more companies are outsourcing their customer care functions. Combine ever-changing technology with a more knowledgeable and demanding customer base, and it's easy to understand this trend and its anticipated growth.

It has become clear that many companies are unprepared to meet customer needs -- especially on the Internet. A recent study1 found that 17 percent of 100 sites surveyed do not offer e-mail capabilities. Of those that do, more than half take longer than two business days to respond to customers' inquiries. Another study2 showed that more than 46 percent of high-traffic sites take longer than five days to respond to an e-mail message, and many never respond at all. This is interesting in light of forecasts that predict customer contact via e-mail will grow to 50 percent by the end of 2001.3

In addition, chat/VoIP, self-service and live-help modules are on the way. The Internet and customer relationship management (CRM) -- on which companies are expected to spend $90 billion per year by 20034 -- will continue to encourage direct customer intervention.

Despite all of these advancements, technology will not replace the need for human interaction. Relationships will remain key to business growth and customer loyalty, and service will continue to make the difference. Customers will demand multiple options for contact, immediacy and ease. They'll be most impressed by front-line personnel who have the skills, training and attitude to provide the highest level of service possible and interactions that are empathetic, consultative and solution-driven.

All these issues help make the case for outsourcing, which relieves organizations of the need to develop and maintain all of these resources in-house.

TYING THE KNOT
Partnering with a service agency is like a marriage -- picking the best partner is critical to the success of the relationship. How do you go about selecting that outsourcing company? Here are some tips to help you identify the right mate.

  1. Analyze your company's current situation. Outline your corporate philosophy, company direction and the role customer service and customer relationship management play in your organization. Assess where you are now and where you would like to be in the future.
  2. Investigate service agencies that are recommended by your peers, companies that outsource or trade organizations. Conduct initial research that provides a feel for each prospective partner's focus and core competency, organizational structure, corporate culture and ideals, operating methodology, customer service philosophy, affinity for building one-to-one relationships with customers and nurturing long-term loyalty, professional team and ability to add experience and industry expertise to your program.
  3. Issue a "Request for Proposals" (RFP). The RFP is a valuable resource that, when written properly to elicit consistent responses, helps executives compare "apples to apples" in the evaluation of potential partners. It also helps reduce the number of vendors who warrant more detailed investigation and consideration.

Be sure to establish a required format for responses so the information you receive is comparable. Ask targeted questions that yield information on each agency's history, services, organization and team, financial stability, technology, CRM philosophy, hiring, training, monitoring processes, quality control procedures, reporting, fulfillment, start-up and ongoing operating costs.

VISIT THE SERVICE AGENCY'S FACILITIES
Conduct site visits. While you will learn a lot about each vendor from responses to your RFP, site visits are the most telling. By visiting a service agency's corporate headquarters as well as the location that will house your program, you'll be able to get a feel for the cultural match. You'll also be able to validate claims about resources and technology.

Tour the facilities. Get a feel for the work environment, the existing programs and the prevailing work ethic. Meet with program supervisors and the management team. Sit in on a training session. Monitor calls. Listen to the way customer service representatives communicate with customers. Do they simply answer the question at hand, or do they offer additional information, pose questions that generate good data, cross-sell, upsell and build long-term relationships?

Experience the technology firsthand. Is the vendor equipped to handle customer contacts through all of the multimedia channels available today? Does the service agency offer the latest in CRM systems and Internet technologies?

Secure a list of client references. Ask for names of clients that have products and programs that employ skill sets similar to those required by your program. Contact these companies, and strive to get a good understanding for their areas of satisfaction and dissatisfaction with the service agency. Call the clients' toll-free numbers to determine how customer transactions are handled. Access their Web sites to experience firsthand the Internet technologies that are being employed.

After you have completed all of these steps and discussed your specific needs with each remaining contestant, select the service agency most suited to your program and the one that is most likely to add value to your organization. Then, tie the knot, and spend the time and energy required to craft a successful partnership. It will be well worth the return when your program positively impacts your customers as well as your company's bottom line.

1 Servicesoft Inc, 2000.
2 Jupiter Communications, 2000.
3 Mustang Software citing Forrester Research, 1998.
4 IDC, 1999.

Ron Abel is executive vice president at Telerx, an agency that specializes in customer care. Telerx's teams of trained customer service representatives help companies interact with their customers via toll-free numbers, e-mail, the Internet, mail and fax.

[ Return To The June 2001 Table Of Contents ]


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