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Twenty-Third Annual Top 50 Inbound Teleservices Agencies Ranking Announced by Customer Interaction Solutions MagazineTMCnet News Norwalk, CT (March 3, 2008) Technology Marketing Corporation (TMC (News - Alert)) today announced Customer Interaction Solutions magazine’s twenty-third Annual Top 50 Inbound Teleservices Agencies Ranking. Customer Interaction Solutions has been the premier publication in call center, CRM and teleservices industries since 1982.
Customer Interaction Solutions magazine's exclusive Top 50 Teleservices Agencies Ranking recognizes the top inbound and outbound teleservices outsourcing agencies, both domestic and international, as well as interactive inbound and global aggregate ranking, as measured by the amount of billable teleservices minutes companies completed during the past year. “These companies have been recognized as a Top 50 Teleservices Agencies because they were able to document to the editors of Customer Interaction Solutions that they are the largest outsourced call center providers in the industry,” said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Interaction Solutions.
“The Top 50 Teleservices Agencies list offers our readers the most honest and reliable ranking of companies. It is truly the benchmark for choosing large-size, large-capacity teleservices agencies,” said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Interaction Solutions.
Companies listed in the Top 50 Teleservices Agencies Ranking have met the stringent criteria set by the editors of Customer Interaction Solutions. Billable minutes were verified by the editors for accuracy and reliability. In addition, each agency was required 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 12 month period from November 1st, 2006 to October 31st, 2007.
The Top 50 Outbound Teleservices Agencies Rankings are published in the March 2008 issue of Customer Interaction Solutions magazine. Inbound winners will be featured in the April 2008 issue.
For more information, please visit www.tmcnet.com.
Customer Interaction Solutions Magazine’s Twenty-Third Annual Top 50 Inbound Teleservices Agencies Ranking
CATEGORY A — U.S. DOMESTIC
2. Sitel * †
3. Americall Group Inc. (a Teleperformance company) *
4. ICT Group, Inc. * †
5. APAC Customer Services, Inc. * †
6. Telvista †
7. NCO Customer Management Inc. * †
8. eTelecare Global Solutions * †
Ph: 480-477-1200; Fx: 480-477-1279
Web: 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 *
10. AFFINA - An HTMT Global Solutions Company *
11. The Connection *
12. TCIM Services, Inc. *
13. Protocol Services, Inc. * †
14. InfoCision Management Corp.
Ph: 330-668-1400; Fx: 330-668-1401
Web: 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 *
16. DialAmerica Marketing, Inc.
www.dialamerica.com
17. Cross Country Automotive Services †
18 . Charlton
19. Alta Resources *
20. American Customer Care, Inc.
Ph: 860-267-0686; Fx: 800-267-0846
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
22. USA 800, Inc. *
24. Hamilton Contact Center Services
25. NOVO1, Inc.
26. FFP Global, Inc. *
27. Archway Marketing Services †
28. AnswerNet Network
29. Power Direct, Inc.
30. L-3 Microdyne Outsourcing Inc. *
31. InService America
32. OKS Ameridial Inc.
34. VXI Global Solutions †
35. Millennium Teleservices
CATEGORY B - INTERNATIONAL
1. Intelenet Global Services *
2. Teleperformance
Ph: +43 1 54555540; Fx: +43 1 5455553
Year began providing teleservices: 1988
Size of projects accepted: Minimum 100 hours
Type of calling: B-to-B: 22%; B-to-C: 78%
Outbound: 54% Inbound: 46%
Specialization: Telecommunications, Customer Care, Financial Services, Customer Acquisition
3. Sitel *
4. Teleperformance USA (a Teleperformance company)
5. NCO Group *
6. eTelecare Global Solutions *
Ph: 480-477-1200; Fx: 480-477-1279
Web: 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.
8. Hispanic Teleservices Corp., A Teleperformance company *
9. ICT Group, Inc. *
10. APAC Customer Services, Inc. *
12. VXI Global Solutions, Inc.
13. Archway Marketing Services
14. VOXDATA *
www.voxdata.com
15. 24-7 INtouch
16. Cross Country Automotive Services
17. Protocol Services, Inc. *
GROUP C ? INTERACTIVE INBOUND
1. XO Interactive *
2. Intelenet Global Services *
3. PCCW Teleservices *
4. Teleperformance USA
5. Telvista, Inc.
6. Teleperformance
7. ICT Group *
8. GC Services Limited Partnership *
9. APAC Customer Services, Inc. *
10. Sitel *
11. Telerx *
12. Cross Country Automotive Services
13. eTelecare Global Solutions *
14. Alta Resources *
15. The Connection *
16. VXI Global Solutions
CATEGORY D ? GLOBAL AGGREGATE INBOUND RANKING
1. Teleperformance (includes all Teleperformance properties: Teleperformance, Teleperformance USA, Americall Group Inc. and Hispanic Teleservices Corp.)
2. Intelenet Global Services *
3. Sitel *
4. XO Interactive *
5. NCO Customer Management, Inc.
6. ICT Group *
7. Telvista
8. eTelecare Global Solutions *
9. APAC Customer Services, Inc. *
10. Millennium Teleservices, LLC
11. InfoCision Management Corp.
12. PCCW Teleservices *
13. GC Services Limited Partnership *
14. DialAmerica
15. Protocol Services, Inc. *
16. TCIM Services, Inc. *
17. AFFINA, An HTMT Global Solutions Co. *
www.affina.com
18. Influent
19. Cross Country Automotive Services
20. VXI Global Solutions, Inc.
21. Archway Marketing Services
22. The Connection *
23. Telerx *
24. Charlton
25. Teleservices Direct
26. American Customer Care, Inc.
27. NOVO 1
28. Synergy Solutions *
29. The Heritage Company, Inc.
30. VOXDATA *
31. Hamilton Telecommunications
32. OKS Ameridial Inc.
33. Alta Resources *
34. L-3 Microdyne Outsourcing Inc. *
35. 121 Direct Response
36. O'Currance
37. Power Direct, Inc.
38. AnswerNet Network
39. USA 800, Inc. *
40. InService America
41. Greene, An RMG Direct Company
42. FFP Global *
43. 24-7 INtouch
About Customer Interaction Solutions
Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit www.cismag.com. About TMC
Technology Marketing Corporation (TMC) publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, and IMS Magazine which have a combined readership of over 600,000 including pass-along readers. TMCnet, TMC's Web site, is the leading source of news and articles for the communications and technology industries. Ranked in the top 7,500 most visited Web sites in the world by alexa.com*, TMCnet serves two to three million unique visitors each month globally. TMC is also the first publisher to test new products in its own on-site laboratories, TMC Labs. In addition, TMC produces INTERNET TELEPHONY Conference & EXPO, and Call Center 2.0 Conference. (*alexa.com is an amazon.com company that ranks Web sites by their traffic levels. Neither alexa.com nor amazon.com is affiliated with TMCnet.)
For more information about TMC, visit www.tmcnet.com.
Contact:
Jan Pierret
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