Customer Inter@ction Solutions[R] magazine's twentieth annual Top 50 outbound Teleservices Agencies Ranking.This is the twentieth year Customer Inter@ction Solutions magazine brings you its "Top 50" Teleservices Agencies Ranking. In this issue, we're presenting the "Top 50" outbound out·bound adj. Outward bound; headed away: outbound trains. Adj. 1. outbound - that is going out or leaving; "the departing train"; "an outward journey"; "outward-bound ships" portion of the ranking. (The inbound in·bound 1 adj. Bound inward; incoming: inbound commuter traffic. Adj. 1. inbound portion of the ranking will be highlighted in the April 2005 issue.) Since its inception in 1986, our "Top 50" ranking has been used as the benchmark for choosing large-capacity/sized teleservices agencies. ********** Ranking Basis Because the basis of our ranking is company size, Customer Inter@ction 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 2003 through October 2004. 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. Qualification Criteria To qualify for inclusion in this year's "Top 50," the agencies were required to answer a questionnaire detailing the nature of their business and listing their number of billable minutes between November 2003 and October 2004. The questionnaire had to be verified ver·i·fy tr.v. ver·i·fied, ver·i·fy·ing, ver·i·fies 1. To prove the truth of by presentation of evidence or testimony; substantiate. 2. 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 Gratitude agrimony traditional symbol for gratitude. [Flower Symbolism: Flora Symbolica, 172] Androcles because he had once extracted a thorn from its paw, the lion refrained from attacking Androcles in the arena. [Rom. Lit. is extended to all the carriers for their thorough and expeditious ex·pe·di·tious adj. Acting or done with speed and efficiency. See Synonyms at fast1. ex provision of these data.) Exceptions Agencies that did not supply this third-party verification TPV (Third party verification) is a process of getting an independent third party company to confirm that the customer is actually requesting a change or ordering a new service or product. were disqualified dis·qual·i·fy tr.v. dis·qual·i·fied, dis·qual·i·fy·ing, dis·qual·i·fies 1. a. To render unqualified or unfit. b. To declare unqualified or ineligible. 2. , with the exception of three circumstances CIRCUMSTANCES, evidence. The particulars which accompany a fact. 2. The facts proved are either possible or impossible, ordinary and probable, or extraordinary and improbable, recent or ancient; they may have happened near us, or afar off; they are public or : 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 Communicating information, including data, text, pictures, voice and video over long distance. See communications. 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 allow the company to certify cer·ti·fy v. cer·ti·fied, cer·ti·fy·ing, cer·ti·fies v.tr. 1. a. To confirm formally as true, accurate, or genuine. b. a small portion of the missing minutes with a letter of explanation and signed verification of billable minutes pertaining per·tain intr.v. per·tained, per·tain·ing, per·tains 1. To have reference; relate: evidence that pertains to the accident. 2. to the explanation from the president/ CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of the agency. You will find an asterisk (1) See Asterisk PBX. (2) In programming, the asterisk or "star" symbol (*) means multiplication. For example, 10 * 7 means 10 multiplied by 7. The * is also a key on computer keypads for entering expressions using multiplication. next to the names 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 falsification /fal·si·fi·ca·tion/ (fawl?si-fi-ka´shun) lying. retrospective falsification unconscious distortion of past experiences to conform to present emotional needs. be detected, they would be disqualified from this and all future "Top 50" rankings. And indeed, Customer Inter@ction 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 You'll notice that for the first time, we have included a ranking of aggregate minutes, inbound and outbound, domestic and international, to provide readers with a picture of how the largest teleservices providers measure against one another on a global basis. This ranking follows the domestic and international outbound lists and is marked as Category C. Second, as you read through the list of outbound "Top 50" agencies, you will notice that we have provided a numerical numerical expressed in numbers, i.e. Arabic numerals of 0 to 9 inclusive. numerical nomenclature a numerical code is used to indicate the words, or other alphabetical signals, intended. ranking of 1 through 39 (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 Noun 1. privately held corporation - a corporation owned by a few people; shares have no public market close corporation, closed corporation, private corporation . This year, only 39 companies met with our minimum criteria of billable minutes to be included in the domectic outbound ranking. You will notice that the outbound ranking has been divided into two categories: A and B. Category A is composed of U.S. service agencies whose primary business function is the provision of telemarketing telemarketing, the practice of selling goods or services to customers by means of the telephone or of surveying consumer preferences in telephone conversations. 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 ([dagger]) in their domestic ranking. We hope you will use this "Top 50" feature, both inbound and outbound portions, for your outsourcing (1) Contracting with outside consultants, software houses or service bureaus to perform systems analysis, programming and datacenter operations. Contrast with insourcing. See netsourcing, ASP, SSP and facilities management. needs throughout the year, and be sure to tell the companies you found the information in Customer Inter@ction Solutions. Companies with enhanced listing are regular advertisers in Customer Inter@ction Solutions. For information and subscriptions, visit www.TMCnet.com or call 203-852-6800. RELATED ARTICLE CATEGORY A 1. Millennium Teleservices LLC (Logical Link Control) See "LANs" under data link protocol. LLC - Logical Link Control [dagger] www.mmtel.com 2. DialAmerica Marketing, Inc. * www.dialamerica.com 3. ICT (1) (Information and Communications Technology) An umbrella term for the information technology field. See IT. (2) (International Computers and Tabulators) See ICL. 1. (testing) ICT - In Circuit Test. Group, Inc. * [dagger] www.ictgroup.com 4. 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: 25%; B-to-C: 75% Outbound: 83%; Inbound: 17%; Interactive Inbound: 1% Specialization A career option pursued by some attorneys that entails the acquisition of detailed knowledge of, and proficiency in, a particular area of law. As the law in the United States becomes increasingly complex and covers a greater number of subjects, more and more attorneys are : non-profit and religious fundraising
5. Americall Group Inc. (part of the SR. Teleperformance Group) www.americallgroup.com 6. APAC Customer Services
APAC Customer Services, Inc. is a provider of customer interaction solutions to large corporations in the communications, financial services, insurance, healthcare, logistics, publishing, and hospitality , Inc. * [dagger] www.apaccustomerservices.com 7. SITEL Corp. * [dagger] www.sitel.com 8. Convergys Corp. * [dagger] www.convergys.com 9. GC Services Limited Partnership * [dagger] www.gcserv.com 10. ClientLogic * [dagger] www.clienlogic.com 11. Access Direct www.accdir.com 12. Teleperformance USA (part of the SR. Teleperformance Group) * [dagger] www.teleperformanceusa.com 13. TCIM TCIM Tivoli Compliance Insight Manager (IBM) TCIM Tactical Communications Interface Modem TCIM Tactical Communication Interface Module Services, Inc. * [dagger] www.tcim.com 14. NCO NCO abbr. noncommissioned officer NCO noncommissioned officer NCO n abbr (Mil) (= noncommissioned officer) → Uffz. Customer Management Inc., (a division of NCO Group NCO Group, Inc. (formerly North Collections Organization, Inc.) is a solutions provider specializing in managing customer service, outsourcing and accounts receivable for its clients. ) * [dagger] www.ncogroup.com 15. NOVO 1, Inc. (formerly Call_Solutions) * www.novo1.com 16. Influent in·flu·ent adj. Flowing in or into. n. 1. An inflow, especially a tributary. 2. Ecology A nondominant organism in a community that exerts an important modifying effect. Inc. [dagger] www.influentinc.com 17. ChoicePoint Precision Marketing www.cp-pm.com 18. Epixtar (formerly Innovative Marketing Strategies, Inc.) www.epixtar.com 19. Charlton www.tcgcorp.net 20. The Heritage Company, Inc. www.theheritagecompany.com 21. Technion Communications Corp. * www.technion.com 22. Synergy The enhanced result of two or more people, groups or organizations working together. In other words, one and one equals three! It comes from the Greek "synergia," which means joint work and cooperative action. Solutions, Inc. * www.callsynergy.com 23. Teleservices Direct Career Horizons, Inc. (also doing business as TeleServices Direct) is an American telemarketing company which employs more than 1300 people. It is based in Indianapolis and operates 6 call centers (as of September 2007), contacting over 20 million customers each year[1]. [dagger] www.teleservicesdirect.com 24. Cross Country Automotive Services, Inc. www.crosscountry-auto.com 25. LiveBridge, Inc. * www.livebridge.com 26. OKS OKS Oshkosh, Nebraska (airport code) OKS Oracle Service Contracts (software application) OKS Old King's School (alumni of the King's School, Canterbury, Kent UK) Ameridial * [dagger] www.oksameridial.com 27. Creative Marketing Services, Inc. Ph: 856-384-111; Fx: 856-853-6859 www.cmsgrp.com Year began providing teleservices: 2000 Size of projects accepted: Minimum 250 hours Type of calling: B-to-B: 40%; B-to-C: 60% Outbound: 85%; Inbound: 15% Specialization: financial, telecommunications, insurance 28. Vision-X, Inc. * www.vxiusa.com 29. MSA (Metropolitan Service Area) An urban area with at least 50,000 people plus surrounding counties. There are 306 MSAs and 428 RSAs (rural service areas) in the U.S. MSAs and RSAs are used to allocate cellular licenses. Solutions www.msasolutions.com 30. TeleSpectrum, Inc. * [dagger] www.telespectrum.com 31. Advanced Data-Comm, Inc. Ph: 800-582-9501; Fx: 800-829-9780 www.advanced-data.com Year began providing teleservices: 1988 Size of projects accepted: Minimum 20 hours Type of calling: B-to-B: 71.5%; B-to-C: 28.5% Outbound: 48.23%; Inbound: 51.77%; Interactive inbound: 5.76% Specialization: third-party verification, sales, publishing 32. Answernet Network www.answernetnetwork.com 33. Merkafon International (part of the SR. Teleperformance Group) [dagger] www.merkafon.com 34. Greene & Associates, Inc. www.greeneassoc.com 35. Microdyne Outsourcing, Inc. * www.microdyne.com 36. Interactive Response Technologies * www.callcenter.com 37. AFFINA -- The Customer Relationship Company * www.affina.com 38. The Connection * www.the-connection.com 39. Center Partners www.centerpartners.com CATEGORY B -- INTERNATIONAL 1. SR. Teleperformance www.srteleperformance.com 2. MsourcE Corp. * www.msource.net 3. NCO Customer Management Inc., (a division of NCO Group) * www.ncogroup.com 4. SITEL Corp. * www.sitel.com 5. Xentel DM Inc. * www.xentel.com 6. ICT Group, Inc. * www.ictgroup.com 7. TeleSpectrum Worldwide * www.telespectrum.com 8. ClientLogic * www.clientlogic.com 9. Convergys Corp. * www.convergys.com 10. eTelecare Global Solutions * www.etelecare.com 11. Atesia S.p.A. www.atesia.it 12. Teleperformance USA (part of the SR. Teleperformance Group) * www.teleperformanceusa.com 13. PCCW PCCW Pacific Century CyberWorks PCCW Palmer College of Chiropractic West (San Jose, California) Contact Center Business * www.pccw.com/contactcenter 14. TCIM Services, Inc. * www.tcim.com 15. GC Services Limited Partnership * www.gcserv.com 16. Teleservices Direct www.teleservicesdirect.com 17. Influent Inc. www.influentinc.com 18. Millennium Teleservices LLC www.mmtel.com 19. APAC Customer Services, Inc. * www.apaccustomerservices.com 20. OKS Ameridial * www.oksameridial.com CATEGORY C -- GLOBAL TOP 50 RANKING, AGGREGATE INBOUND & OUTBOUND, DOMESTIC & INTERNATIONAL 1. SR. Teleperformance www.srteleperformance.com 2. Convergys Corp. * www.convergys.com 3. SITEL Corp. * www.sitel.com 4. ClientLogic * www.clientlogic.com 5. NCO Customer Management Inc. * www.ncogroup.com 6. GC Services Limited Partnership www.gcserv.com 7. ICT Group, Inc. * www.ictgroup.com 8. APAC Customer Services, Inc. * www.apaccustomerservices.com 9. MsourcE Corp. * www.msource.net 10. Millennium Teleservices www.mmtel.com 11. LiveBridge, Inc. * www.livebridge.com 12. DialAmerica Marketing Inc. * www.dialamerica.com 13. eTelecare Global Solutions * www.etelecare.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: 25%; B-to-C: 75% Outbound: 83%; Inbound: 17%; Specialization: non-profit and religious fundraising, commercial sales and customer care, volunteer recruitment 15. Excell Services * www.excellsvcs.com 16. Xentel DM Inc. * www.xentel.com 17. TCIM Services, Inc. * www.tcim.com 18. Technion Communications Corp. * www.technion.com 19. PCCW Contact Center Business * www.pccw.com/contact center 20. Telespectrum Inc. * www.telespectrum.com 21. ATESIA S.p.a. * www.atesia.it 22. Access Direct www.accdir.com 23. Cross Country Automotive Services www.crosscountry-auto.com 24. Influent, Inc. www.influentinc.com 25. AFFINA * www.affina.com 26. NOVO 1 (formerly Call_Solutions) * www.novo1.com 27. Archway Marketing Services www.archway.com 28. The Connection * www.the-connection.com 29. Vision-X Inc. * www.vxiusa.com 30. Hispanic Hispanic Multiculture A person of Mexican, Puerto Rican, Cuban, Central or South American, or other Spanish culture or origin, regardless of race Social medicine Any of 17 major Latino subcultures, concentrated in California, Texas, Chicago, Miam, NY, and elsewhere Teleservices Corp. * www.htc.to 31. Teleservices Direct www.teleservicesdirect.com 32. ChoicePoint Precision Marketing www.cp-pm.com 33. Center Partners, Inc. www.centerpartners.com 34. Interactive Response Technologies * www.callcenter.com 35. Epixtar (formerly Innovative Marketing Strategies, Inc.) www.epixtar.com 36. Telerx * www.telerx.com 37. Synergy Solutions, Inc. * www.callsynergy.com 38. Charlton www.tcgcorp.net 39. OKS-Ameridial, Inc. * www.oksameridial.com 40. Microdyne Outsourcing Inc. * www.microdyne.com 41. Advanced Data-Comm, Inc. Ph: 800-582-9501; Fx: 800-829-9780 www.advanced-data.com Year began providing teleservices: 1988 Size of projects accepted: Minimum 20 hours Type of calling: B-to-B: 71.5%; B-to-C: 28.5% Outbound: 48.23%; Inbound: 51.77%; Interactive inbound: 5.76% Specialization: third-party verification, sales, publishing 42. The Heritage Company, Inc. www.theheritagecompany.com 43. MSA Solutions www.msasolutions.com 44. AnswerNet Network www.answernetnetwork.com 45. Creative Marketing Services, Inc. Ph: 856-384-111; Fx: 856-853-6859 www.cmsgrp.com Year began providing teleservices: 2000 Size of projects accepted: Minimum 250 hours Type of calling: B-to-B: 40%; B-to-C: 60% Outbound: 85%; Inbound: 15% Specialization: financial, telecommunications, insurance 46. InService America www.inserviceamerica.com 47. Alert Communications * www.alertcom.com 48. Hamilton Hamilton, city, Bermuda Hamilton, city (1990 est. pop. 3,100), capital of Bermuda, on Bermuda Island. It is a port at the head of Great Sound, a huge lagoon and deepwater harbor protected by coral reefs. Contact Center Services www.hamiltontm.com 49. Global Response * www.globalresponse.com 50. Greene & Associates, Inc. www.greeneassoc.com |
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