This is the sixteenth year Customer [email protected] 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
2001 issue.) Since its inception in 1986, our "Top 50"
ranking has been used as the benchmark for choosing large-capacity/sized
Since the basis of our ranking is company size, Customer [email protected]
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 1999 through
October 2000. 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.
This year, to give
you a better picture of what is going on in this ever-shrinking
world, we here present a look at the Top 5 Global Performers,
which combines the minutes from the U.S. Domestic rankings with
those of the International rankings.
In the inbound
category, the Top 5 Global Performers are:
1. Convergys Corp.
2. TeleTech Holdings, Inc.
3. SITEL Corp.
4. SR. Teleperformance
5. Excell Global Services, Inc.
To qualify for inclusion in this year's "Top 50," the agencies
were required to answer a questionnaire detailing the nature of their
businesses and listing their number of billable minutes between November
1999 and October 2000. 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.)
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
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 [email protected] 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 Charts
As you read through the list of "Top 50" agencies, you will
notice that we have provided a numerical ranking of 1 through 50 (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.
In addition to the rankings, we have provided background information on
the agencies, such as number of call centers and last year's ranking in
the "Top 50" (where applicable) to give you a broader picture of
each agency and help you narrow down your selections. It is important to
note that information provided under the category of
"Specialization" is reflective of both the agency's inbound and
You will notice that the "Top 50" inbound has been divided
into three categories: A, B and C. 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, 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 [email protected]
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