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

CATEGORY C:
Interactive 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. West Corp.* - Omaha, NE (33) www.west.com 800-841-9000         402-963-1602 1986           1,000 hrs. minimum b-to-b 5%; b-to-c 95%       outbound 32%; inbound 50%; interactive 18% Customer Acquisition, Retention & Growth      1
 2. TeleTech Holdings, Inc.* - Denver, CO (24) 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
 3. Convergys Corp.* - Cincinnati, OH (31) www.convergys.com 800-344-3000         513-458-1315 1988           5,000 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
 4. Intelogistics Corp. - Ft. Lauderdale, FL (2) www.intelogistics.net 877-453-5700         877-453-5700 1998           150 hrs. minimum b-to-b 30%; b-to-c 70%       interactive 100% Communication, Publishing  n/a
 5. OSC Teleservices - Lubbock, TX (1) www.osc.com 800-658-2143         806-747-5047 1987           negotiable minimum b-to-b 6%; b-to-c 94%       inbound 37%; interactive 63% Telecommunications, Consumer Products, Travel Industry      9
 6. 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  n/a
 7. AFFINA - The Customer Relationship Co.* - Peoria, IL (8) 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    19
 8. TeleSpectrum Worldwide, Inc. - King of Prussia, PA (22) 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    12
 9. 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    11
 10. EDS - Plano, TX (23) www.eds.com 888-337-1473    303-666-3887 1949           negotiable minimum b-to-b 34%; b-to-c 66%       outbound 8%; inbound 75%; interactive 17% Customer Service, Technical Support, Concierge & Emergency Services      4
 11. GC Services Limited Partnership* - Houston, TX (33) www.gcserv.com 713-777-4441         713-776-6535 1957           minimum varies b-to-b 10%; b-to-c 90%       outbound 29%; inbound 70%; interactive 1% Teleservices, Financial Services, Outsourcing    13
 12. APAC Customer Services, Inc. - Deerfield, IL (55) www.apac
customerservices.com		 847-374-4980         847-374-4991 1973           minimum varies b-to-b 24%; b-to-c 76%       outbound 33%; inbound 64%; interactive 3% Customer Care, Customer Acquisition  n/a
 13. Ron Weber and Assocs., Inc.* Milford, CT (8) www.ronweb.com 203-882-9999         203-882-9998 1980           500 hrs. minimum b-to-b 65%; b-to-c 35%       outbound 60%; inbound 35%; interactive 5% Telecommunications, Technology, Consumer Products  n/a
 14. Alert Communications Co.* - Los Angeles, CA (4) www.alertcom.com 323-254-7171         323-254-6802 1949           200 hrs. minimum b-to-b 30%; b-to-c 70%       outbound 6%; inbound 84%; interactive 10% Customer Service/ Support, eService/ Support, Inbound    16
 15. Young America Corp.* - Young America, MN (3) www.young-america.com 952-294-6000    952-294-8497 1992           negotiable minimum b-to-b 5%; b-to-c 95%       outbound 5%; inbound 90%; interactive 5% CRM, Consumer Inquiry/ Order Status, Web Application Support      8
 16. Abacus Communications LC - Virginia Beach, VA (6) www.callabacus.com 757-497-2004         757-497-8876 1988             200 hrs. minimum b-to-b 28%; b-to-c 72%       outbound 21%; inbound 76%; interactive 3% Customer Service, E-Commerce, Catalog Order/ Customer Service    18
 17. OnPoint - Ft. Worth, TX (2) www.onpointcrm.com 817-355-8200         817-355-8599 1984                  no minimum b-to-b 5%; b-to-c 95%       outbound 2%; inbound 96%; interactive 2% Airline Reservations, Cargo/ Package Tracking, Consumer/ Retail  n/a
 18. ICT Group, Inc.* - Langhorn, PA (31) 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  n/a
 19. Integrated Messaging, Inc.* - Winnipeg, Canada (1) www.imi.mb.ca 204-784-3002         204-786-7118 1989                no minimum b-to-b 15%; b-to-c 85%       outbound 10%; inbound 85%; interactive 5% DRTV Orders, Sales Inquiries, Customer Service  n/a
 20. 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
 
Category A Rankings:
U.S. Teleservice Agencies		 Category B Rankings:
International Teleservice Agencies		 Category C Rankings:
Interactive Teleservice Agencies

[ Return To The April 2001 Table Of Contents ]
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