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Outsourcing
April 2001
Sixteenth-Annual Top 50 Inbound Teleservices Agencies Ranking:

CATEGORY B:
International Teleservice Agencies
Company Name, Location,  Total Number of Call Centers & Web Site Phone Number & Fax Number Year Began Tele-services & Size of Projects Accepted Type of
Calling		 Specialization 2000 Rank
 1. TeleTech Holdings, Inc.*' - Denver, CO (19) www.teletech.com 303-894-4000      303-893-4606 1982           10,000 hrs. minimum b-to-b 35%
b-to-c 65%
outbound 12%
inbound 56%
interactive 32%		 Financial Services, Telecommunications, Broadband      2
 2. SR. Teleperformance' - Paris, France (80)
www.srtele
performance.com		  +33-1-55764080  +33-1-55768686 1978                no minimum b-to-b 25%
b-to-c 75%
outbound 50%
inbound 48%
interactive 2%		 CRM/e-CRM, Teleservices, Inbound/ Outbound Telemarketing      1
 3. SITEL Corp.*' - Baltimore, MD (36) www.sitel.com 402-963-6810         402-963-2699 1985           2,500 hrs. minimum b-to-b 20%
b-to-c 80%
outbound 50%
inbound 45%
interactive 5%		 Financial Services, Technology, Consumer      5
 4. Convergys Corp.*' - Cincinnati, OH (9) www.convergys.com 800-344-3000         513-458-1315 1988           2,500 hrs. minimum b-to-b 25%
b-to-c 75%
outbound 20%
inbound 63%
interactive 17%		 Customer Service/ Tech Support, B-to-B Sales, Direct Response      3
5. Call Center Alliance - Paris, France (10) (only France, UK and Belgium included)
www.callcenter
alliance.com		 +33-1-40935000   +33-1-40934225 1992              1,000 hrs. minimum b-to-b 10%
b-to-c 90%
outbound 70%
inbound 30%		 Consumer Services, Telesales/ Teleservices, Web Contact Center      4
 6. ATESIA S.p.A. -Rome, Italy (3) www.atesia.it +39-06729871         +39-0672987820 1989           1,000 hrs. minimum b-to-b 9%
b-to-c 91%
outbound 12%
inbound 87%
interactive 1%		 Customer Service, Sales Support, Full Account Management      6
 7. Excell Global Services, Inc.* - Tempe, AZ (11) www.excellglobal.com 888-359-6660         602-808-5110 1995           60,000 hrs. annually minimum b-to-b 2%
b-to-c 98%
outbound 8%
inbound 84%
interactive 8%		 Nationwide Directory Assistance, CRM, Operator Services      8
 8. Watts Communications, Inc.* - Toronto, Canada (5) www.wattsgroup.com  416-255-8000   416-255-4735 1965           3,000 hrs. minimum b-to-b 20%
b-to-c 80%
inbound 100%		 Customer Care Services, Technical Support, Tourism/ Reservations    10
 9. ICT Group, Inc.*' - Langhorn, PA (10) www.ictgroup.com 800-799-6880         215-757-7877 1983           2,000 hrs. minimum b-to-b 20%
b-to-c 80%
outbound 50%
inbound 47%
interactive 3%		 Telesales, Customer Care, E-Commerce Support    11
 10. RMH Teleservices, Inc. - Bryn Mawr, PA (5) www.rmht.com 610-520-5300         610-520-5356 1983           5,000 hrs. minimum b-to-b 10%
b-to-c 90%
outbound 65%
inbound 35%		 Insurance, Financial Services, Telecommunications    13
 11. Gage Marketing Services - Plymouth, MN (6) 763-595-5811         763-595-5808 1988
125 hrs. minimum		 b-to-b 15%
b-to-c 85%
outbound 10%
inbound 90%		 Customer Service,  IVR Applications,            E-Commerce    15
 12. Percepta, LLC*' - Denver, CO (3) www.percepta-crm.com 720-947-6300         303-813-4635 2000           2,000 hrs. minimum b-to-b 18%
b-to-c 82%
outbound 15%
inbound 80%
interactive 5%		 Automotive, Supply Chain Management, E-Commerce  n/a
 13. VOXDATA - Montreal, Canada (2) 514-871-1920         514-871-2605 1995           1,000 hrs. minimum b-to-b 25%
b-to-c 75%
outbound 40%
inbound 60%		 Financial Services, Insurance, Telecommunications    20
 14. Sodema* - Montreal, Canada (1) sodema@
transcontinental.ca		 514-287-1717         514-287-1886 1984           1,500 hrs. minimum b-to-b 20%
b-to-c 80%
outbound 60%
inbound 40%		 Telecommunications, Packaged Goods, Help Desk  n/a
 15. AFFINA - The Customer Relationship Co.' - Peoria, IL (1) www.affina.com 877-4-AFFINA  309-679-4408 1973
350 hrs./mo. minimum		 b-to-b 30%
b-to-c 70%
outbound 8%
inbound 90%
interactive 2%		 Customer Contact Management, B-to-C Sales/Service, CRM  n/a
 16. TeleSpectrum Worldwide, Inc.' - King of Prussia, PA (4) www.telespectrum.com 888-343-9870         610-878-7931 1982           2,000 hrs. minimum b-to-b 20%
b-to-c 80%
outbound 60%
inbound 38%
interactive 2%		 Financial Services, Telecommunications, Insurance    17
 17. Integrated Messaging, Inc.*' - Winnipeg, Canada (1) www.imi.mb.ca  204-784-3002         204-786-7718 1989
no minimum		 b-to-b 15%
b-to-c 85%
outbound 10%
inbound 85%
interactive 5%		 DRTV Orders, Sales Inquiries, Customer Service    19
 18. ACI Telecentrics, Inc. - Minneapolis, MN (1) www.acitel.com 612-928-4700         612-928-4701 1987
1,000 hrs. minimum		 b-to-b 20%
b-to-c 80%
outbound 95%
inbound 5%		 Financial Services, Telecommunications, Customer Services  n/a
 19. World Access, Inc. - Richmond, VA (1) www.worldaccess.com 804-285-3300         804-673-1587 1983
no minimum		 b-to-b 10%
b-to-c 90%
outbound 5%
inbound 95%		 Travel Protection Programs, Credit Card Enhancement, Medical Assistance Programs  n/a
 20. Cross Country Automotive Services - Medford, MA (3) www.crosscountry-
auto.com		 520-770-4742         520-770-4849 1972
no minimum		 b-to-c 100%
outbound 25%
inbound 75%		 Roadside Assistance, Customer Management Services, Telematics  n/a
 
Category A Rankings:
U.S. Teleservice Agencies		 Category B Rankings:
International Teleservice Agencies		 Category C Rankings:
Interactive Teleservice Agencies

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