Customer Inter@ction Solutions[R] magazine's twenty-first annual Top 50 inbound Teleservices Agencies Ranking.This is the twenty-first year Customer Inter@ction Solutions magazine brings you its "Top 50" Teleservices (1) Refers to a variety of enhanced services via telephone, including fax-on-demand, voice mail and computer telephone integration. See CTI and IVR. (2) Services by human operators for taking orders and providing customer assistance and other tasks via telephone. Agency Ranking. In this issue, we're we're Contraction of we are. we're we are presenting the "Top 50" inbound in·bound 1 adj. Bound inward; incoming: inbound commuter traffic. Adj. 1. inbound portion of the ranking. (The 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 was highlighted in the March 2006 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 Since 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 2004 through October 2005. 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 had to answer a questionnaire detailing the nature of their business and listing their number of billable minutes between November 2004 and October 2005. 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 required 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 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 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 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 As you read through the following list of "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 36 (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 36 companies met our minimum number of billable minutes to be ranked in the inbound "Top 50." 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 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. Category C is the list of Top 50 Global Performers, which ranks companies according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. their aggregate outbound and inbound, and domestic and international minutes. Finally, Category D, 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 double dagger n. A reference mark (  ) used in printing and writing. Also called diesis.Noun 1. ([double dagger]) in their Domestic and International rankings Country specific See: Economic
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 them in Customer Inter@ction Solutions. Companies with enhanced listing are regular advertisers in Customer Inter@ction Solutions. RELATED ARTICLE: The Top Five Global Teleservices Performers 1. SR. Teleperformance 2. ACS (Asynchronous Communications Server) See network access server. , Inc. 3. SITEL Corp. 4. ClientLogic 5. 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. RELATED ARTICLE CATEGORY A 1. ACS, Inc. * [dagger] www.acs-inc.com 2. SITEL Corp. [dagger] [double dagger] www.sitel.com 3. Teleperformance USA (part of the SR. Teleperformance Group) [dagger] [double dagger] www.teleperformanceusa.com 4. ClientLogic * [dagger] [double dagger] www.clientlogic.com 5. GC Services Limited Partnership * [dagger] [double dagger] www.gcserv.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] [double dagger] www.apaccustomerservices.com 7. ICT Group, Inc. * [dagger] [double dagger] www.ictgroup.com 8. 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] [double dagger] www.ncogroup.com 9. eTelecare Global Solutions * [dagger] www.etelecare.com 10. Center Partners * [double dagger] www.centerpartners.com 11. Telvista * [dagger] [double dagger] www.telvista.com 12. AFFINA, LLC (Logical Link Control) See "LANs" under data link protocol. LLC - Logical Link Control * [double dagger] www.affina.com 13. The Connection * www.the-connection.com 14. Cross Country Automotive Services [double dagger] www.crosscountry-auto.com 15. Telerx [double dagger] www.telerx.com 16. Americall Group Inc. (part of the SR. Teleperformance Group) * [dagger] www.americallgroup.com 17. DialAmerica Marketing Inc. [double dagger] www.dialamerica.com 18. TCIM TCIM Tivoli Compliance Insight Manager (IBM) TCIM Tactical Communications Interface Modem TCIM Tactical Communication Interface Module Services, Inc. * www.tcim.com 19. InPulse Response Group www.inpulseresponse.com 20. Microdyne Outsourcing, Inc. * www.microdyne.com 21. Alta ALTA Alberta (Canada) ALTA AltaVista (stock symbol) ALTA American Land Title Association ALTA American Literary Translators Association ALTA Atlanta Lawn Tennis Association Resources * [double dagger] www.altaresources.com 22. XO Interactive * [double dagger] www.xo.com 23. 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: 14%; B-to-C: 86% Outbound: 84%; Inbound: 15%; 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 : political, non-profit and religious fundraising
24. 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. www.influentinc.com 25. Alert Communications * www.alertcom.com 26. Charlton www.tcgcorp.net 27. InService America www.inserviceamerica.com 28. NOVO 1, Inc. www.novo1.com 29. 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 30. Global Response * www.globalresponse.com 31. AnswerNet Network www.answernetnetwork.com 32. O'Currance Teleservices www.ocurrance.com 33. Connextions [double dagger] www.connextions.com 34. Archway Marketing Services [dagger] www.archway.com 35. 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 200 hours Type of calling: B-to-B: 54%; B-to-C: 46% Outbound: 69.1; Inbound: 30.9% Specialization: customer service, sales, market research 36. 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.synergysolutionsinc.com CATEGORY B -- INTERNATIONAL 1. SR. Teleperformance [double dagger] Ph: +33 155764080; Fx: +33 155764081 www.srteleperformance.com Year began providing teleservices: 1978 Size of projects accepted: Minimum varies Type of calling: B-to-B: 20%; B-to-C: 80% Outbound: 31%; Inbound: 64%; Interactive Inbound: 5% Specialization: outsourced CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. services, debt collection, technical support 2. ClientLogic * [double dagger] www.clientlogic.com 3. NCO Group * [double dagger] www.ncogroup.com 4. Teleperformance USA (part of the SR. Teleperformance Group) [double dagger] www.teleperformanceusa.com 5. eTelecare Global Solutions * www.etelecare.com 6. SITEL Corp. [double dagger] www.sitel.com 7. ICT Group, Inc. * [double dagger] www.ictgroup.com 8. Telvista * [double dagger] www.telvista.com 9. Vision-X Inc. * [double dagger] www.vxiusa.com 10. 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 11. PCCW PCCW Pacific Century CyberWorks PCCW Palmer College of Chiropractic West (San Jose, California) Contact Center Business * [double dagger] www.pccw.com/contactcenter 12. MCCI MCCI Molten Core Concrete Interaction MCCI Molten Corium-Concrete Interaction MCCI Mandaluyong Chamber of Commerce and Industry MCCI Multi-Channel Communications Interface MCCI Motor Carrier Consultants, Inc. (part of the SR. Teleperformance Group) www.mcci.ca 13. Archway Marketing Services www.archway.com 14. GC Services Limited Partnership * [double dagger] www.gcserv.com 15. APAC Customer Services, Inc. * [double dagger] www.apaccustomerservices.com 16. ACS, Inc. * www.acs-inc.com 17. AFFINA, LLC * [double dagger] www.affina.com 18. Ambergris ambergris (ăm`bərgrēs), waxlike substance originating as a morbid concretion in the intestine of the sperm whale. Lighter than water, it is found floating on tropical seas or cast up on the shore in yellow, gray, black, or variegated Solutions * www.ambergrissolutions.com 19. Americall Group Inc. (part of the SR. Teleperformance Group) www.americallgroup.com 20. Voxdata * www.voxdata.com CATEGORY C -- GLOBAL TOP 50 RANKING, AGGREGATE INBOUND & OUTBOUND, DOMESTIC & INTERNATIONAL 1. SR. Teleperformance Ph: +33 155764080; Fx: +33 155764081 www.srteleperformance.com Year began providing teleservices: 1978 Size of projects accepted: Minimum varies Type of calling: B-to-B: 20%; B-to-C: 80% Outbound: 31%; Inbound: 64%; Interactive Inbound: 5% Specialization: outsourced CRM services, debt collection, technical support 2. ACS, Inc. * www.acs-inc.com 3. SITEL Corp. www.sitel.com 4. ClientLogic * www.clientlogic.com 5. ICT Group, Inc. * www.ictgroup.com 6. NCO Group * www.ncogroup.com 7. Teleperformance USA (part of the SR. Teleperformance Group) www.teleperformanceusa.com 8. eTelecare Global Solutions * www.etelecare.com 9. APAC Customer Services, Inc. * www.apaccustomerservices.com 10. GC Services Limited Partnership * www.gcserv.com 11. Telvista www.telvista.com 12. DialAmerica Marketing Inc. www.dialamerica.com 13. 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: 14%; B-to-C: 86% Outbound: 84%; Inbound: 15%; Interactive Inbound: 1% Specialization: political, non-profit and religious fundraising, product/service sales and customer care, volunteer recruitment 14. Millenium Teleservices www.mmtel.com 15. Americall Group Inc. (part of the SR. Teleperformance Group) www.americallgroup.com 16. Center Partners * www.centerpartners.com 17. TCIM Services, Inc. * www.tcim.com 18. Vision-X Inc. * www.vxiusa.com 19. PCCW Contact Center Business * www.pccw.com/contactcenter 20. Hispanic Teleservices Corp. * www.htc.to 21. Cross Country Automotive Services www.crosscountry-auto.com 22. AFFINA, LLC * www.affina.com 23. Influent, Inc. www.influentinc.com 24. Epixtar www.epixtar.com 25. MCCI (part of the SR. Teleperformance Group) www.mcci.ca 26. The Connection * www.the-connection.com 27. Archway Marketing Services www.archway.com 28. NOVO 1 www.novo1.com 29. 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]. www.teleservicesdirect.com 30. Charlton www.tcgcorp.net 31. Telerx www.telerx.com 32. Microdyne Outsourcing Inc. * www.microdyne.com 33. Synergy Solutions, Inc. * www.synergysolutionsinc.com 34. The Heritage Company, Inc. www.theheritagecompany.com 35. InPulse Response Group www.inpulseresponse.com 36. Hamilton Contact Center Services www.hamiltontm.com 37. Alta Resources * www.altaresources.com 38. 121 Direct Response (Tele-Response Center, Inc.) * www.121directresponse.com 39. AnswerNet Network www.answernetnetwork.com 40. Alert Communications * www.alertcom.com 41. XO Interactive * www.xo.com 42. Ambergris Solutions * www.ambergrissolutions.com 43. 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 200 hours Type of calling: B-to-B: 54%; B-to-C: 46% Outbound: 69.1; Inbound: 30.9% Specialization: customer service, sales, market research 44. InService America www.inserviceamerica.com 45. Voxdata * www.voxdata.com 46. Connextions www.connextions.com 47. Global Response * www.globalresponse.com 48. O'Currance Teleservices www.ocurrance.com 49. Greene & Associates, Inc. www.greeneassoc.com 50. 24-7 InTouch Inc. www.24-7intouch.com CATEGORY D -- INTERACTIVE INBOUND 1. XO Interactive * www.xo.com 2. PCCW Contact Center Business www.pccw.com/contactcenter 3. SITEL Corp. www.sitel.com 4. ClientLogic * www.clientlogic.com 5. ICT Group, Inc. * www.ictgroup.com 6. Teleperformance USA (part of the SR. Teleperformance Group) www.teleperformanceusa.com 7. SR. Teleperformance Ph: +33 155764080; Fx: +33 155764081 www.srteleperformance.com Year began providing teleservices: 1978 Size of projects accepted: Minimum varies Type of calling: B-to-B; 20%; B-to-C: 80% Outbound: 31%; Inbound: 64%; Interactive Inbound: 5% Specialization: outsourced CRM services, debt collection, technical support 8. DialAmerica Marketing Inc. www.dialamerica.com 9. APAC Customer Services, Inc. * www.apaccustomerservices.com 10. GC Services Limited Partnership * www.gcserv.com 11. Vision-X Inc. * www.vxiusa.com 12. Cross Country Automotive Services www.crosscountry-auto.com 13. Alert Communications * www.alertcom.com 14. AFFINA, LLC * www.affina.com 15. Alta Resources * www.altaresources.com 16. Telerx www.telerx.com 17. Connextions www.connextions.com 18. Telvista * www.telvista.com 19. NCO Group * www.ncogroup.com 20. Center Partners * www.centerpartners.com |
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