Eighteenth-Annual Top 50 Outbound Teleservices Agencies Ranking. (Outsourcing).This is the eighteenth year Customer Inter@action Solutions [TM] magazine brings you its "Top 50" Teleservices Agency 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 May 2003 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 [TM] 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 2001 through October 2002. 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 bill- able minutes between November 2001 and October 20021. 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 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 [TM] magazines 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 50 (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 companies privately held company A firm whose shares are held within a relatively small circle of owners and are not traded publicly. . You will notice that the "Top 50" outbound 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 (+) in their domestic ranking. This year, to give you a better picture of what is going on in this ever-shrinking world, we here present a look a the Top 5 Global Performers, which combines the minutes from the U.S. Domestic rankings with those of the International rankings Country specific See: Economic
1. SR. Teleperformance 2. RMH Teleservices RMH is a global telecommunications company, purchased in 2004 by NCO Group. RMH had locations in Saint John, and Oromocto in the Canadian province of New Brunswick as well as in Thunder Bay and Sault Ste. Marie, Ontario, and Surrey BC. 3. SITEL Corp. 4. 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. 5. TeleTech Holdings, Inc. 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[TM]. Companies with enhanced listing are regular advertisers in Customer Inter@ction Solutions[TM]. CATEGORY A 1. Teleperformance USA (part of the SR. Teleperformance Group) (+) Ph: 801-359-6843 Fx: 801-359-6855 Web: www.teleperformanceusa.com E-mail: inquire in·quire also en·quire v. in·quired, in·quir·ing, in·quires v.intr. 1. To seek information by asking a question: inquired about prices. 2. @teleperformanceusa.com Year began providing teleservices: 1993 Size of projects accepted: Minimum 500 hours Type of calling: B-to-B - 35%; B-to-C - 65% Outbound: 63% Inbound: 37% 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 : Financial Services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. , Insurance, Customer Service 2. DialAmerica Marketing. Inc. (www.dialamerica.com) 3. 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. Ph: 847-374-4980 Fx: 847-236-5490 Web: www.apaccustomerservices.com Year began providing teleservices: 1973 Size of projects accepted: Varies Type of calling: B-to-B - 18%; B-to-C - 82% Outbound: 29% Inbound: 69% Interactive Inbound: 2% Specialization: Customer Care/Acquistion, CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. , Sales Solutions 4. Millennium Teleservices LLC (Logical Link Control) See "LANs" under data link protocol. LLC - Logical Link Control (www.mmtel.com) 5. ICT Group. Inc. * (www.ictgroup.com) (+) 6. RMH Teleservices, Inc. * (www.rmh RMH Ronald McDonald House RMH Rocky Mountain House (Canadian national park) RMH Rochester Methodist Hospital (Rochester, MN) RMH Real Manly Hug RMH Report on Macroeconomics and Health RMH Recent Medical History .com) (+) 7. SITEL Corp. * (www.sitel.com) (+) 8. InfoCision Management Corp. Ph: 330-668-1400 Fx: 330-668-1401 Web: www.infocision.com E-mail: tina.boyes Boyes is a chain of department stores in the UK. William Boyes founded the firm in 1881 and his sons, grandsons and great-grandchildren have carried on the business. It is still family owned today and has grown from one small shop in Scarborough, North Yorkshire to a chain of 33 @infocision.com Year began providing teleservices: 1982 Size of projects accepted: Mininum 500 hours Type of calling: B-to-B - 15%; B-to-C - 85% Outbound: 90% Inbound: 9%; Interactive Inbound: 1% Specialization: Political/Nonprofit/Religious Fundraising
9. Convergys Corp. * (+) Ph: 800-344-3000 Fx: 513-458-1315 Web: www.convergys.com E-mail: marketing@convergys.com Year began providing teleservices: 1986 Size of projects accepted: Mininum 5,000 hours Type of calling: B-to-B - 25%; B-to-C - 75% Outbound: 10% Inbound: 80%; Interactive Inbound: 10% Specialization: Customer Service/Tech Support, B-to-B Sales, IVR/ASR 10. GC Services Limited Partnership * (www.gcserv.com) 11. Americall Group Inc. (part of the SR. Teleperformance Group) Ph: 800-688-0078 Fx: 630-955-9955 Web: www.americallgroup.com E-mail: gakestler@americallgroup.com Year began providing teleservices: 1984 Size of projects accepted: Mininum 5,000 hours Type of calling: B-to-B - 3%; B-to-C - 97% Outbound: 84% Inbound: 16% Specialization: Financial Services, Insurance, CRM 12. Access Direct Ph: 319-390-8900 Fx: 319-390-8901 Web: www.accdir.com E-mail: sales@accdir.com Year began providing teleservices: 1995 Size of projects accepted: Mininum 5,000 hours Type of calling: B-to-B - 10%; B-to-C - 90% Outbound: 70% Inbound: 30% Specialization: Financial Services, Telecom, Publishing 13. ClientLogic * (www.clientlogic.com) (+) 14. Teletech Holdings. Inc. * (www.teletech.com) (+) 15. Technion Communications Corp. (www.technion.com) (+) 16. Call_Solutions (www.callsolutions.com) 17. MarCom Technologies, Inc. (part of the SR. Teleperformance Group) Ph: 954-747-6566 Fx: 954-747-0531 Web: www.callmarcom.com E-mail: lhughes@callmarcom.com Year began providing teleservices: 1991 Size of projects accepted: Minimum 5,000 hours Type of calling: B-to-B - 10%; B-to-C - 90% Outbound: 95% Inbound: 5% Specialization: Insurance, Financial Services, Memberships 18. TCIM TCIM Tivoli Compliance Insight Manager (IBM) TCIM Tactical Communications Interface Modem TCIM Tactical Communication Interface Module Services, Inc. * (www.tcim.com) (+) 19. TeleSpectrum * (www.telespectrum.com) (+) 20. FutureCall LLC Ph: 719-867-7100 Fx: 719-457-1130 Web: www.futurecall.com E-mail: info@futurecall.com Year began providing teleservices: 1988 Size of projects accepted: Minimum 500 hours Type of calling: B-to-B - 15%; B-to-C - 85% Outbound: 87% Inbound: 13% Specialization: Inbound Sales, Data Modeling, Outbound Customer Acquistion 21. LiveBridge, Inc. (www.livebridge.com) (+) 22. ICM ICM Intercom ICM Integrated Crop Management ICM International Congress of Mathematicians ICM Information Classification and Management ICM Intelligent Contact Management (Cisco) ICM International Creative Management (www.icmconnect.com) 23. ACI ACI American Concrete Institute ACI Arch Coal Inc ACI Airports Council International (formerly Airport Associations Coordinating Council) ACI Automobile Club d'Italia ACI American Competitiveness Initiative Telecentrics (www.acitel.com) (+) 24. ORC Orc monstrous sea creature; devours human beings. [Ital. Lit.: Orlando Furioso] See : Monsters ProTel, Inc. (www.orcprotel.com) 25. NSDI NSDI - National Spatial Data Infrastructure (part of the SR Teleperformance Group) Ph: 404-256-4673; Fx: 404-250-9277 Web: www.nsdi.com E-mail: crm@nsdi.com Year began providing teleservices: 1990 Size of projects accepted: Minimum 1,000 hours Type of calling: B-to-B - 10%; B-to-C - 90% Outbound: 75% Inbound: 25% Specialization: CRM, Telemarketing, Research 26. Innovative Marketing Strategies, Inc. (www.ims-ca.com) 27. VXI (VME EXtensions for Instrumentation) A peripheral bus specialized for data acquisition and real time control systems. Introduced in 1987, VXI uses all Eurocard form factors and adds trigger lines, a local bus and other functions suited for measurement applications. (www.vxiusa.com) (+) 28. King TeleServices LLC * (www.king-teleservices.com) 29. The Charlton Group (www.tcgroup.com) 30. 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.synergy.com) 31. 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 (www.oksameridial.com) 32. 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) 33. Creative Marketing Strategies Ph: 856-384-1111 Fx: 856-853-6859 Web: www.cmsgrp.com E-mail: dducoin@cmsgrp.com Year began providing teleservices: 2000 Size of projects accepted: Minimum 500 hours Type of calling: B-to-B - 22%; B-to-C - 78% Outbound: 68% Inbound: 32% Specialization: Financial, Insurance, Telecommunications 34. Phase 2 Solutions, Inc. (www.phase2solutions.com) 35. Advanced Data-Comm (www.advanced-data.com) 36. MarketLink, Inc. (www.matketlinkinc.com) 37. Cross Country Automotive Services, Inc. (www.crosscountry-auro.com) 38. Center Partners, Inc. Ph: 800.519-3532 Fx: 970-206-8434 Web: www.centerpartners.com E-mail: info@centerpartners.com Year began providing teleservices: 1997 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 - 8%; B-to-C - 92% Outbound: 15% Inbound: 80%; Interactive Inbound: 5% Specialization: Loyalty & Retention, Help Desk, Customer Care 39. CCC CCC A very speculative grade assigned to a debt obligation by a rating agency. Such a rating indicates default or considerable doubt that interest will be paid or principal repaid. Also called Caa. Interactive Corp. Ph: 713-289-8300 Fx: 713-289-8710 Web: www.cccinteractive.com E-mail: tales@cccinteractive.com Year began providing teleservices: 1999 Size of projects accepted: Variable Mininum Type of calling: B-to-B - 25%; B-to-C - 75% Outbound: 30% Inbound: 70% Specialization: Financial Services, Energy, Consumer Products 40. The Telvista Company * Ph: 972-312-6000 Fx: 972-312-6048 Web: www.telvista.com E-mail: busdev@telvista.com Year began providing teleservices: 1997 Size of projects accepted: Mininum 720 hours Type of calling: B-to-B -5%; B-to-C - 95% Outbound: 30% Inbound: 70% Specialization: Tech Support, Customer Service, Help Desk 41. Sykes Enterprises Sykes Enterprises (NASDAQ: SYKE) is a family of global companies delivering business process outsourcing (BPO) services. See also
(www.sykes.com) (+) 42. Protocol (www.protocolusa.com) 43. Abacus Communications LC (www.callabacus.com) 44. 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) 45. Merkafon Teleperformance USA" (part of the SR. Teleperformance Group) Ph: +52-8181 500000 Fx: + 52-81 81 50 01 01 Web: www.merkafon.com E-mail: sales@merkafon.com Year began providing releservices: 1996 Size of projects accepted: 30 workstations minimum Type of calling: B-to-B - 20 %; B-to-C - 80 % Outbound: 52% Inbound: 48% Specialization: U.S. Hispanic Market, Integrated Direct Marketing Services in Mexico 46. Kronos Connect * (www.kronosconnect.com) 47. InService America, Inc. (www.inserviccamerica.com) 48. Henry M. Greene & Assocs., Inc. * (www.greeneassoc.com) 49. Hancock Information Group Ph: 407-682-1556 Fx: 407-682-0025 Web: www.hancockinfo.com E-mail: sales@hancockinfo.com Year began providing teleservices: 1984 Size of projects accepted: Minimum 400 hours Type of calling: B-to-B - 100% Outbound: 97%; Inbound: 3% Specialization: Demand Creation, Sales Optimization optimization Field of applied mathematics whose principles and methods are used to solve quantitative problems in disciplines including physics, biology, engineering, and economics. , Pipeline Collaboration 50. Answernet Network (www.answernetnetwor.com) CATEGORY B -- International 1. SR. Teleperformance Ph: +33 1 55 76 40 80; Fx: +33 1 5576 86 86 Web: www.srteleperformance.com Year began providing teleservices: 1978 Size of projects accepted: No Minimum Type of calling: B-to-B - 25%; B-to-C - 75% Outbound: 40%; Inbound: 60% Specialization: CRM, Teleservices, Inbound/Outbound Telemarketing 2. SITEL Corp. * (www.sitel.com) 3. Call Center Alliance (www.callcenteralliance.com) 4. RMH Teleservices, Inc. * (www.rmh.com) 5. Teletech Holdings, Inc. * (www.teletech.com) 6. TeleSpectrum * (www.telespectrum.com) 7. Xentel DM Inc. (www.xentel.com) 8. The Telvista Company * Ph: 972-312-6000; Fx: 972-312-6048 Web: www.telvista.com E-mail: busdev@telvista.com Year began providing teleservices: 1997 Size of projects accepted: Minimum 720 hours Type of calling: B-to-B -5%; B-to-C - 95% Outbound: 30%; Inbound: 70% Specialization: Tech Support, Customer Service, Help Desk 9. ICT Group, Inc. * (www.ictgroup.com) 10. Atesia S.p.A. (www.atesia.it) 11. ACI Telecentrics (www.acitel.com) 12. Convergys Corp. * (+) Ph: 800-344-3000; Fx: 513-458-1315 Web: www.convergys.com E-mail: marketing@convergys.com Year began providing teleservices: 1986 Size of projects accepted: Minimum 2,500 hours Type of calling: B-to-B - 25%; B-to-C - 75% Outbound: 10%; Inbound: 80%; Interactive Inbound: 10% Specialization: Customer Service/Tech Support, B-to-B Sales, IVR/ASR 13. TCIM Services, Inc. * (www.tcim.com) 14. Teleperformance USA (part of the SR. Teleperformance Group) Ph: 800-431-5101; Fx: 801-908-5976 Web: www.teleperformanceusa.com E-mail: inquire@teleperformanceusa.com Year began providing teleservices: 1993 Size of projects accepted: Minimum 500 hours Type of calling: B-to-B - 35%; B-to-C - 65% Outbound: 63%; Inbound: 37% Specialization: Financial Services, Insurance, Customer Service 15. SODEMA, Inc. (www.sodema.com) 16. ClientLogic * (www.clientlogic.com) 17. Sykes Enterprises, Inc. * (www.sykes.com) 18. Technion Communications Corp. (www.technion.com) (+) 19. LiveBridge, Inc. (www.levebridge.com) 20. VXI (www.vxiusa.com) |
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