Customer Inter@ction Solutions Magazine's Twenty-Second Annual Top 50 Outbound Teleservices Agencies Ranking.This is the twenty-second 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 2007 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 2005 through October 2006. 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 2005 and October 2006. 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 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: 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 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 portion of the missing minutes with a letter of explanation and signed verification of bill-able 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 list of outbound "Top 50" agencies, you will notice that we have provided a numerical ranking of 1 through 30 (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 30 companies met with our minimum criteria of billable minutes to be included in the 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 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 them in Customer Inter@ction Solutions. Companies with enhanced listings are regular advertisers in Customer Inter@ction Solutions. If you are interested in purchasing reprints of this article (in either print or PDF (Portable Document Format) The de facto standard for document publishing from Adobe. On the Web, there are countless brochures, data sheets, white papers and technical manuals in the PDF format. format), please visit Reprint reprint An individually bound copy of an article in a journal or science communication Management Services online at www.reprintbuyer.com or contact a representative via e-mail at tmcnet@reprintbuyer.com or by phone at 800-290-5460. For information and subscriptions, visit www.TMCnet.com or call 203-852-6800. RELATED ARTICLE CATEGORY A 1. SITEL Corp.; Omaha, NE [dagger] * (A ClientLogic company) Ph: 800-445-6600; Fx: 402-963-4902 Web: www.sitel.com Year began providing teleservices: 1985 Size of projects accepted: Minimum 2,500 hours Type of calling: B-to-B: 30%; B-to-C: 70% Outbound: 30%; Inbound: 68%; Interactive Inbound: 2% 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 : Customer care/technical support; customer acquisition; business process outsourcing Business process outsourcing (BPO) is the contracting of a specific business task, such as payroll, to a third-party service provider. Usually, BPO is implemented as a cost-saving measure for tasks that a company requires but does not depend upon to maintain its position in 2. 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: 80%; Inbound: 20% Specialization: political, non-profit and religious fundraising; product/service sales and customer care; volunteer recruitment 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. Teleperformance USA (part of the SR. Teleperformance Group) [dagger] * www.teleperformanceusa.com 5. DialAmerica Marketing, Inc. www.dialamerica.com 6. Americall Group Inc. (part of the SR. Teleperformance Group) [dagger] * www.americallgroup.com 7. 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] Ph: 614-280-1600; Fx: 614-280-1610 Web: www.influentinc.com Year began providing teleservices: 1992 Size of projects accepted: Negotiable NEGOTIABLE. That which is capable of being transferred by assignment; a thing, the title to which may be transferred by a sale and indorsement or delivery. 2. Type of calling: B-to-B: 19.5%; B-to-C: 80.5% Outbound: 79.8%; Inbound: 20.2% Specialization: Insurance; business-to-business; enhancement services 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] * www.ncogroup.com 9. GC Services Limited Partnership [dagger] * www.gcserv.com 10. TCIM TCIM Tivoli Compliance Insight Manager (IBM) TCIM Tactical Communications Interface Modem TCIM Tactical Communication Interface Module Services, Inc. www.tcim.com 11. 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 12. The Heritage Company, Inc. www.theheritagecompany.com 13. Charlton www.tcgcorp.net 14. ClientLogic [dagger] * Ph: 615-301-7100; Fx: 615-301-7150 Web: www.clientlogic.com Year began providing teleservices: 1990 Size of projects accepted: Varies Type of calling: B-to-B: 10%; B-to-C: 90% Outbound: 5%; Inbound: 93%; Interactive Inbound: 2% Specialization: Customer care services; technical support; sales and retention solutions 15. Epixtar [dagger] www.epixtar.com 16. 121 Direct Response (Tele-Response Center, Inc.) www.121directresponse.com 17. American Customer Care, Inc. www.americancustomercare.com 18. OKS-Ameridial Inc. [dagger] www.oksameridial.com 19. Hamilton Contact Center Services www.hamiltontm.com 20. eTelecare Global Solutions [dagger] * www.etelecare.com 21. Vision-X, Inc. [dagger] * www.vxiusa.com 22. AnswerNet Network www.answernetnetwork.com 23. Greene, an RMG RMG Roularta Media Group RMG RiskMetrics Group, Inc. RMG Revenu Minimum Garanti (French: Guaranteed Minimum Income) RMG Risk Management Group RMG Ready Made Garment RMG Raw Materials Group (mining industry) Direct Company www.rmgdirectinc.com 24. 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 25. InService America www.inserviceamerica.com 26. The Connection * www.the-connection.com 27. Alta Resources * www.altaresources.com 28. AFFINA, LLC (Logical Link Control) See "LANs" under data link protocol. LLC - Logical Link Control [dagger] * www.affina.com 29. Telvista [dagger] * www.telvista.com 30. Telerx [dagger] * www.telerx.com CATEGORY B -- INTERNATIONAL 1. Teleperformance www.teleperformance.com 2. Intelenet * www.intelenetglobal.com 3. SITEL Corp.; Omaha, NE * (A ClientLogic company) Ph: 800-445-6600; Fx: 402-963-4902 Web: www.sitel.com Year began providing teleservices: 1985 Size of projects accepted: Minimum 2,500 hours Type of calling: B-to-B: 30%; B-to-C: 70% Outbound: 30%; Inbound: 68%; Interactive Inbound: 2% Specialization: Customer care/technical support; customer acquisition; business process outsourcing 4. NCO Group * www.ncogroup.com 5. Teleperformance USA * (part of the Teleperformance Group) www.teleperformanceusa.com 6. ICT Group, Inc. * www.ictgroup.com 7. ClientLogic * Ph: 615-301-7100; Fx: 615-301-7150 Web: www.clientlogic.com Year began providing teleservices: 1990 Size of projects accepted: Varies Type of calling: B-to-B: 10%; B-to-C: 90% Outbound: 5%; Inbound: 93%; Interactive Inbound: 2% Specialization: Customer care services; technical support; sales and retention solutions 8. Epixtar www.epixtar.com 9. eTelecare Global Solutions * www.etelecare.com 10. Influent Inc. Ph: 614-280-1600; Fx: 614-280-1610 Web: www.influentinc.com Year began providing teleservices: 1992 Size of projects accepted: Negotiable Type of calling: B-to-B: 19.5%; B-to-C: 80.5% Outbound: 79.8%; Inbound: 20.2% Specialization: Insurance; business-to-business; enhancement services 11. PCCW PCCW Pacific Century CyberWorks PCCW Palmer College of Chiropractic West (San Jose, California) Contact Center Business * www.pccw.com/contactcenter 12. Telvista * www.telvista.com 13. Vision-X, Inc. * www.vxiusa.com 14. Voxdata * www.voxdata.com 15. Americall Group Inc. (part of the Teleperformance Group) www.americallgroup.com 16. GC Services Limited Partnership * www.gcserv.com 17. APAC Customer Services, Inc. * www.apaccustomerservices.com 18. OKS-Ameridial Inc. www.oksameridial.com 19. Hispanic Teleservices Corp. * www.htc.to 20. Teleservices Direct www.teleservicesdirect.com |
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