Qualification Criteria
To qualify for inclusion in this year’s “Top 50,” the agencies had to answer a questionnaire detailing the nature of their business and listing their number of billable minutes between November 2006 and October 2007. 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 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 Interaction 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 35 (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 35 companies met our minimum number of billable minutes to be ranked in the U.S. domestic inbound “Top 50.” Seventeen companies met the minimum criteria to be included in the international category.
You will notice that the “Top 50” inbound has been divided into three categories: A, B, C and D. 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.
Finally, Category D is the list of Top 50 Global Performers, which ranks companies according to their aggregate outbound, inbound, interactive inbound and domestic and international minutes.
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 Interaction Solutions.
Companies with enhanced listing are regular advertisers in Customer Interaction Solutions.
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CATEGORY A — U.S. DOMESTIC
1. Teleperformance USA † ‡
www.teleperformance.com
2. Sitel * † ‡
www.sitel.com
3. Americall Group Inc. (a Teleperformance company) *
www.americallgroup.com
4. ICT Group, Inc. * † ‡
www.ictgroup.com
5. APAC Customer Services, Inc. * † ‡Web:www.apaccustomerservices.com
6. Telvista † ‡
www.telvista.com
7. NCO Customer Management Inc. * †
www.ncogroup.com
8. eTelecare Global Solutions * † ‡
Ph: 480-477-1200; Fx: 480-477-1279
www.etelecare.com
Year began providing teleservices: 1999
Size of projects accepted: 100,000 minimum Type of calling: B-to-B: 8.5%; B-to-C: 91.5% Outbound: 9.9%; Inbound: 90.1% Specialization: customer care, sales and technical support
9. GC Services Limited Partnership * ‡
www.gcserv.com
10. AFFINA - An HTMT Global Solutions Company *
www.affina.com
11. The Connection * ‡
www.the-connection.com
12. TCIM Services, Inc. *
www.tcim.com
13. Protocol Services, Inc. * †
www.protocolmarketing.com
14. 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: 10%; B-to-C: 90% Outbound: 75%; Inbound: 25%
Specialization: political, non-profit and religious fundraising; product/service sales and customer care; volunteer recruitment
15. Telerx * ‡
www.telerx.com
16. DialAmerica Marketing, Inc.
www.dialamerica.com
17. Cross Country Automotive Services † ‡
www.crosscountry-auto.com
18 . Charlton
www.tcgcorp.net
19. Alta Resources * ‡
www.altaresources.com
20. American Customer Care, Inc.
Ph: 860-267-0686; Fx: 800-267-0846
www.americancustomercare.com
Year began providing teleservices: 1986
Type of calling: B-to-B: 57%; B-to-C: 43%
Outbound: 57%; Inbound: 43%
Specialization: Customer service and help desk, outbound b-to-b and complete interaction management
21. O’Currance
www.occurance.com
22. USA 800, Inc. *
www.usa-800.com
23. Synergy Solutions, Inc. *
www.synergysolutionsinc.com
24. Hamilton Contact Center Services
www.hamiltontm.com
25. NOVO1, Inc.
www.novo1.com
26. FFP Global, Inc. *
www.ffpglobal.com
27. Archway Marketing Services †
www.archway.com
28. AnswerNet Network
www.answernetnetwork.com
29. Power Direct, Inc.
www.power-direct.com
30. L-3 Microdyne Outsourcing Inc. *
www.microdyne.com
31. InService America
www.inserviceamerica.com
32. OKS Ameridial Inc.
www.oksameridial.com
33. Influent Inc. †
www.influentinc.com
34. VXI Global Solutions † ‡
www.vxiusa.com
35. Millennium Teleservices
www.mmtel.com
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CATEGORY B — INTERNATIONAL
1. Intelenet Global Services * ‡
www.intelenetglobal.com
2. Teleperformance ‡
Ph: +33 1 55 76 40 80; Fx: +33 1 55 76 40 81
www.teleperformance.com
Year began providing teleservices: 1978 Size of projects accepted: varies
Type of calling: B-to-B: 20%; B-to-C: 80% Specialization: Outsourced CRM services, debt collection, technical support
3. Sitel * ‡
www.sitel.com
4. Teleperformance USA (a Teleperformance company) ‡
www.teleperformanceusa.com
5. NCO Group *
www.ncogroup.com
6. eTelecare Global Solutions * ‡
Ph: 480-477-1200; Fx: 480-477-1279 www.etelecare.com
Year began providing teleservices: 1999
Size of projects accepted: 100,000 minimum Type of calling: B-to-B: 8.5%; B-to-C: 91.5% Outbound: 9.9%; Inbound: 90.1% Specialization: customer care, sales and technical support
7. Telvista, Inc. ‡
www.telvista.com
8. Hispanic Teleservices Corp., A Teleperformance company *
www.htc.to
9. ICT Group, Inc. * ‡
www.ictgroup.com
10. APAC Customer Services, Inc. * ‡
Web: www.apaccustomerservices.com
11. PCCW Teleservices * ‡
www.pccwteleservices.com
12. VXI Global Solutions, Inc. ‡
www.vxiusa.com
13. Archway Marketing Services
www.archway.com
14. VOXDATA *
www.voxdata.com
15. 24-7 INtouch
www.42-7intouch.com
16. Cross Country Automotive Services ‡
www.crosscounty-auto.com
17. Protocol Services, Inc. *
www.protocolmarketing.com
GROUP C — INTERACTIVE INBOUND
1. XO Interactive *
www.xo.com
2. Intelenet Global Services *
www.intelenetglobal.com
3. PCCW Teleservices *
www.pccwteleservices.com
4. Teleperformance USA
www.teleperformanceusa.com
5. Telvista, Inc.
www.telvista.com
6. Teleperformance
www.teleperformance.com
7. ICT Group *
www.ictgroup.com
8. GC Services Limited Partnership *
www.gcserv.com
9. APAC Customer Services, Inc. *www.apaccustomerservices.com
10. Sitel *
www.sitel.com
11. Telerx *
www.telerx.com
12. Cross Country Automotive Services
www.crosscountry-auto.com
13. eTelecare Global Solutions *
www.etelecare.com
14. Alta Resources *
www.altaresources.com
15. The Connection *
www.the-connection.com
16. VXI Global Solutions
www.vxiusa.com
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CATEGORY D — GLOBAL AGGREGATE RANKING
1. Teleperformance (includes all Teleperformance properties: Teleperformance, Teleperformance USA, Americall Group Inc. and Hispanic Teleservices Corp.)
www.teleperformance.com
2. Intelenet Global Services *
www.intelenetglobal.com
3. Sitel *
www.sitel.com
4. XO Interactive *
www.xo.com
5. NCO Customer Management, Inc.
www.ncogroup.com
6. ICT Group *
www.ictgroup.com
7. Telvista
www.telvista.com
8. eTelecare Global Solutions *
www.etelecare.com
9. APAC Customer Services, Inc. *
www.apaccustomerservices.com
10. Millennium Teleservices, LLC
www.mmtel.com
11. InfoCision Management Corp.
www.infocision.com
12. PCCW Teleservices *
www.pccwteleservices.com
13. GC Services Limited Partnership *
www.gcserv.com
14. DialAmerica
www.dialamerica.com
15. Protocol Services, Inc. *
www.protocolmarketing.com
16. TCIM Services, Inc. *
www.tcim.com
17. AFFINA, An HTMT Global
Solutions Co. *
www.affina.com
18. Influent
www.influentinc.com
19. Cross Country Automotive Services
www.crosscountry-auto.com
20. VXI Global Solutions, Inc.
www.vxiusa.com
21. Archway Marketing Services
www.archway.com
22. The Connection *
www.the-connection.com
23. Telerx *
www.telerx.com
24. Charlton
www.tcgcorp.net
25. Teleservices Direct
www.tdirect.com
26. American Customer Care, Inc.
www.americancustomercare.com
27. NOVO 1
www.novo1.com
28. Synergy Solutions *
www.synergysolutionsinc.com
29. The Heritage Company, Inc.
www.theheritagecompany.com
30. VOXDATA *
www.voxdata.com
31. Hamilton Telecommunications
www.hamiltontm.com
32. OKS Ameridial Inc.
www.oksameridial.com
33. Alta Resources *
www.altaresources.com
34. L-3 Microdyne Outsourcing Inc. *
www.microdyne.com
35. 121 Direct Response
www.121directresponse.com
36. O’Currance
www.ocurrance.com
37. Power Direct, Inc.
www.power-direct.com
38. AnswerNet Network
www.answernet.com
39. USA 800, Inc. *
www.usa-800.com
40. InService America
www.inserviceamerica.com
41. Greene, An RMG Direct Company
www.rmgdirectinc.com
42. FFP Global *
www.ffpglobal.com
43. 24-7 INtouch
www.24-7intouch.com
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