March 2004

CUSTOMER INTER@CTION Solutions' Magazine's
Nineteenth-Annual Top 50 Outbound Teleservices Agencies Ranking

This is the nineteenth year Customer Inter@ction Solutions' magazine brings you its 'Top 50' Teleservices Agency Ranking. In this issue, we're presenting the 'Top 50' outbound portion of the ranking. (The inbound portion of the ranking will be highlighted in the April 2004 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 2002 through October 2003. 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 were required to answer a questionnaire detailing the nature of their business and listing their number of billable minutes between November 2002 and October 2003. 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 third-party 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 allow the company 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. 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 41 (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 41 companies met with our minimum criteria of billable minutes to be included in the outbound ranking.
You will notice that the outbound ranking has been divided into two categories: A and B. 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.

This year, to give you a better picture of what is going on in this ever-shrinking world, we here present a look a the Top 5 Global Performers, which combines the minutes from the U.S. Domestic rankings with those of the International rankings. In the outbound category, the Top 5 Global Performers are:

1. SR. Teleperformance
2. MsourcE Corp.
3. SITEL Corp.
4. RMH Teleservices
5. DialAmerica Marketing, Inc.

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'.

CATEGORY A

1. SITEL Corp. * '
www.sitel.com

2. DialAmerica Marketing, Inc. * '
www.dialamerica.com

3. Millennium Teleservices LLC
www.mmtel.com

4. APAC Customer Services, Inc. * '
Ph: 800-OUTSOURCE;
Fx: 847-236-5490
www.apaccustomerservices.com
Year began providing teleservices: 1973
Size of projects accepted: Varies
Type of calling: B-to-B: 32%;
B-to-C: 68%
Outbound: 27%; Inbound: 67%; Interactive Inbound: 6%
Specialization: CRM, full lifecycle
interaction management
(IB, OB, multichannel, BPO)

5. Americall Group Inc. * '
(part of the SR. Teleperformance Group, includes former MarCom Technologies)
www.americallgroup.com

6. Teleperformance USA * '
(part of the SR. Teleperformance Group)
Ph: 801-257-5800; Fx: 801-908-5976
www.teleperformanceusa.com
Year began providing teleservices: 1993
Size of projects accepted:
Minimum 500 hours
Type of calling: B-to-B: 55%;
B-to-C: 45%
Outbound: 40%; Inbound: 55%; Interactive inbound: 5%
Specialization: technical support,
financial services, customer service

7. ICT Group, Inc. * '
www.ictgroup.com

Continued...
'Top 50 Outbound' continued from page 42

8. InfoCision Management Corp.
Ph: 330-668-1400; Fx: 330-668-1401
www.infocision.com
Year began providing teleservices: 1982
Size of projects accepted:
Minimum 500 hours
Type of calling: B-to-B: 20%;
B-to-C: 80%
Outbound: 84%; Inbound: 15%; Interactive Inbound: 1%
Specialization: non-profit fundraising, inbound customer care, volunteer recruitment

9. Convergys Corp. * '
Ph: 800-344-3000; Fx: 513-458-1315
www.convergys.com
Year began providing teleservices: 1986
Size of projects accepted:
Minimum 5,000 hours
Type of calling: B-to-B: 25%;
B-to-C: 75%
Outbound: 10%; Inbound: 80%; Interactive inbound: 10%
Specialization: Customer service and technical support, B-to-B sales and account management, IVR and advanced speech recognition

10. GC Services Limited Partnership *
www.gcserv.com

11. Access Direct
Ph: 319-390-8900; Fx: 319-390-8901
www.accdir.com
Year began providing teleservices: 1995
Size of projects accepted:
Minimum 5,000 hours
Type of calling: B-to-B: 10%;
B-to-C: 90%
Outbound: 90%; Inbound: 10%
Specialization: financial services,
telecom, cable/ISP

12. Aegis Communications Group, Inc. *
www.aegiscomgroup.com

13. ClientLogic * '
www.clientlogic.com
14. RMH Teleservices, Inc. * '
www.rmh.com

15. TCIM Services, Inc. * '
www.tcim.com

16. Call_Solutions
www.callsolutions.com

17. Technion Communications Corp. * '
www.technion.com

18. Vision-X, Inc. '
www.vxiusa.com

19. TeleSpectrum Worldwide '
www.telespectrum.com

20. The Heritage Company, Inc.
www.theheritagecompany.com

21. Synergy Solutions, Inc.
www.callsynergy.com

22. Innovative Marketing Strategies, Inc. '
Ph: 913-696-1222; Fx: 913-696-0526
www.ims-ca.com
Year began providing teleservices: 1996
Size of projects accepted:
Minimum 500 hours
Type of calling: B-to-B: 7%;
B-to-C: 93%
Outbound: 96%; Inbound 4%
Specialization: financial services,
fee-enhancement services, telecom

23. Harte-Hanks, Inc. *
www.harte-hanks.com

24. OKS Ameridial '
www.oksameridial.com

25. Phase 2 Solutions, Inc.
www.phase2solutions.com

26. Charlton
www.tcgcorp.net

27. LiveBridge, Inc. * '
www.livebridge.com

28. Teleservices Direct '
www.teleservicesdirect.com

29. Creative Marketing Services, Inc.
Ph: 856-384-111; Fx: 856-853-6859
www.cmsgrp.com
Year began providing teleservices: 2000

Continued...
'Top 50 Outbound' continued from page 44

Size of projects accepted:
Minimum 500 hours
Type of calling: B-to-B: 22%;
B-to-C: 78%
Outbound: 68%; Inbound: 32%
Specialization: financial, insurance, telecom

30. MSA Solutions
www.msasolutions.com

31. Cross Country Automotive Services, Inc.
www.crosscountry-auto.com

32. CCC Interactive, Inc. *
Ph: 713-289-8500; Fx: 713-289-8710
www.cccinteractive.com
Year began providing teleservices: 1999
Size of projects accepted: Varies
Type of calling: B-to-B: 16%;
B-to-C: 84%
Outbound: 59%; Inbound: 41%
Specialization: utilities, financial
services, consumer products

33. Global Response Corp. *
www.globalresponse.com

34. Advanced Data-Comm, Inc.
Ph: 800-582-9501; Fx: 800-829-9780
www.advanced-data.com
Year began providing teleservices: 1988
Size of projects accepted:
Minimum 100 hours
Type of calling: B-to-B: 71.5%;
B-to-C: 28.5%
Outbound: 41.5%; Inbound: 48.5%; Interactive inbound: 10%
Specialization: third-party verification, customer service, blended IVR/live agent solutions

35. Hancock Information Group
Ph: 407-682-1556; Fx: 407-682-0025
www.hancockinfo.com
Year began providing teleservices: 1984
Size of projects accepted: Minimum 400 hours
Type of calling: B-to-B: 100%
Outbound: 97%; Inbound: 3%
Specialization: demand creation, sales and marketing integration, multichannel sales optimization

36. Greene & Associates, Inc.
www.greeneassoc.com
37. Center Partners
Ph: 970-206-9000; Fx: 970-282-9225
www.centerpartners.com
Year began providing teleservices: 1997
Type of calling: B-to-B: 5%;
B-to-C: 95%
Outbound: 5%; Inbound: 75%; Interactive inbound: 20%
Specialization: telecom, high-tech,
loyalty and retention

38. AFFINA ' The Customer Relationship Company * '
www.affina.com

39. InPulse Response Group
www.inpulseresponse.com

40. Answernet Network
www.answernetnetwork.com

41. Holden Marketing Support Services *
(formerly The Product Line)
www.holdenmss.com

CATEGORY B ' International
1. SR. Teleperformance
www.srteleperformance.com

2. MsourcE Corp. *
www.msource.net

3. RMH Teleservices *
www.rmh.com

4. Client Center Alliance
www.clientcenteralliance.com

5. SITEL Corp. *
www.sitel.com

6. Xentel DM Inc.
www.xentel.com

7. ICT Group, Inc. *
www.ictgroup.com

8. Convergys Corp. *
Ph: 800-344-3000; Fx: 513-458-1315
www.convergys.com
Year began providing teleservices: 1986
Size of projects accepted:
Minimum 5,000 hours
Type of calling: B-to-B: 25%;
B-to-C: 75%
Outbound: 10%; Inbound: 80%; Interactive inbound: 10%
Specialization: Customer service and technical support, B-to-B sales and account management, IVR and advanced speech recognition

9. Atesia S.p.A. *
www.atesia.it

10. TeleSpectrum Worldwide
www.telespectrum.com

11. Technion Communications Corp. *
www.technion.com

12. eTelecare International *
www.etelecare.com

13. TCIM Services, Inc. *
www.tcim.com

14. PCCW Contact Center Business *
www.pccw.com/contactcenter

15. Teleperformance USA *
(part of the SR. Teleperformance Group)
Ph: 801-257-5800; Fx: 801-908-5976
www.teleperformanceusa.com
Year began providing teleservices: 1993
Size of projects accepted:
Minimum 500 hours
Type of calling: B-to-B: 55%;
B-to-C: 45%
Outbound: 40%; Inbound: 55%; Interactive inbound: 5%
Specialization: technical support,
financial services, customer service

16. ClientLogic *
www.clientlogic.com

17. DialAmerica Marketing, Inc. *
www.dialamerica.com

18. Harte-Hanks, Inc. *
www.harte-hanks.com

19. Americall Group, Inc. *
(part of the SR. Teleperformance Group, includes former MarCom Technologies)
www.americallgroup.com

20. Vision-X, Inc. *
www.vxiusa.com

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