SIXTEENTH-ANNUAL TOP 50 OUTBOUND TELESERVICES AGENCIES RANKING.This is the sixteenth year Customer Inter To cross over boundaries; for example, internetwork means from one network to another. Contrast with intra. @ction Solutions[TM] 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. Agencies Ranking. In this issue, we're we're Contraction of we are. we're we are 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 2001 issue.) Since its inception INCEPTION. The commencement; the beginning. In making a will, for example, the writing is its inception. 3 Co. 31 b; Plowd. 343. Vide Consummation; Progression. in 1986, our "Top 50" ranking has been used as the benchmark A performance test of hardware and/or software. There are various programs that very accurately test the raw power of a single machine, the interaction in a single client/server system (one server/multiple clients) and the transactions per second in a transaction processing system. for choosing largecapacity/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 November: see month. 1999 through October October: see month. 2000. 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 criteria (krītēr´ē  ),n. To qualify for inclusion in this year's, "Top 50," the agencies were required to answer a questionnaire questionnaire, n a series of questions used to gather information. questionnaire, n a form usually filled out by patients that provides data concerning their dental and general health. detailing the nature of their businesses and listing their number of billable minutes between November 1999 and October 2000. 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 See verify. verification - The process of determining whether or not the products of a given phase in the life-cycle fulfil a set of established requirements. 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[TM] 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 Charts 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 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 confidential, adj pertaining to information that is only shared with those directly responsible for patient care. 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 . In addition to the rankings, we have provided background information on the agencies, such as number of call centers and last year's ranking in the "Top 50" (where applicable) to give you a broader picture of each agency and help you narrow down your selections. It is important to note that information provided under the category of "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 " is reflective Refers to light hitting an opaque surface such as a printed page or mirror and bouncing back. See reflective media and reflective LCD. of both the agency's inbound and outbound work. 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. 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]. This year, to give you a better picture of what is going on in this ever-shrinking world, we present a look at 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 Teleperformance (TP) (Euronext Code 5180) is an international corporation which was founded in Paris, France in 1978 by Daniel Julien. Teleperformance provides customer service, technical support, and sales call center outsourcing as well as worldwide outsourcing services. 2. SITEL Corp. 3. Convergys Convergys (NYSE: CVG) is a multi-national corporation that provides management consulting services, outsourced billing, customer care and employee care, and transaction management software. Corp. 4. TeleSpectrum Worldwide, Inc. 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.
TOP 50 TELESERVICES AGENCIES --
CATEGORY A
Year Began
Company Name, Location, Total Phone Teleservices &
Number of Call Number & Size of Projects
Centers & Web Site Fax Number Accepted
1. West Corp. [*] - Omaha, NE (33) 800-841-9000 1986
www.west.com 402-963-1602 1,000 hrs.
minimum
2. APAC Customer Services, Inc. - 847-374-4980 1973
Deerfield, IL (55) 847-374-4991 minimum
www.apaccustomerservices.com varies
3. DialAmerica Marketing, Inc. [+] - 201-327-0200 1957
Mahwah, NJ (67) 201-327-4875 1,000 hrs.
www.dialamerica.com minimum
4. Convergys Corp. [*, +] - 800-344-3000 1988
Cincinnati, OH (31) 513-458-1315 5,000 hrs.
www.convergys.com minimum
5. SITEL Corp. [*, +] - Baltimore, 402-963-6810 1985
MD (42) www.sitel.com 402-963-2699 2,500 hrs.
minimum
6. TeleSpectrum Worldwide, Inc. [+] 888-343-9870 1982
- King of Prussia, PA (22) 610-878-7931 2,000 hrs.
www.telespectrum.com minimum
7. Millennium Teleservices, LLC - 888-252-5689 1996
Edison, NJ (30) www.mmtel.com 800-350-0379 1,000 hrs.
minimum
8. ICT Group, Inc. [*, +] - Langhorn, 800-799-6880 1983
PA (31) www.ictgroup.com 215-757-7877 2,000 hrs.
minimum
9. GC Services Limited 713-777-4441 1957
Partnership [*] - Houston, TX (33) 713-776-6535 minimum
www.gcserv.com varies
10. Reese Brothers, Inc. - 412-355-0800 1984
Pittsburgh, PA (12) 412-261-0167 5,000 hrs.
minimum
11. Aegis Communications 800-332-0266 1968
Group, Inc. - Irving, TX (25) 972-868-0267 1,000 hrs.
www.aegiscomgroup.com minimum
12. Teleperformance USA (part of 801-359-6843 1993
the SR. Teleperformance 801-359-6855 no minimum
Group)(18) - Salt Lake City, UT
www.tpusa.net
13. Market USA [+] - Des Plaines, 800-658-8721 1988
IL (16) www.marketusa.com 847-803-1825 500 hrs.
minimum
14. Precision Response Corp. [*] - 888-666-4PRC 1982
Plantation, FL (21) 954-693-3752 5,000 hrs.
www.prenet.com minimum
15. TCIM Services, Inc. [*] - 302-633-3000 1988
Wilmington, DE (15) 302-633-3039 2,000 hrs.
www.tcim.com minimum
16. InfoCision Management Corp. 330-668-1400 1982
- Akron, OH (13) 330-668-1401 10,000
www.infocision.com completed calls
Company Name, Location, Total
Number of Call
Centers & Web Site Type of Calling
1. West Corp. [*] - Omaha, NE (33) b-to-b 5%; b-to-c 95%
www.west.com outbound 32%; inbound 50%;
interactive 18%
2. APAC Customer Services, Inc. - b-to-b 24%; b-to-c 76%
Deerfield, IL (55) outbound 33%; inbound 64%;
www.apaccustomerservices.com interactive 3%
3. DialAmerica Marketing, Inc. [+] - b-to-b 10%; b-to-c 90%
Mahwah, NJ (67) outbound 90%; inbound 10%
www.dialamerica.com
4. Convergys Corp. [*, +] - b-to-b 25%; b-to-c 75%
Cincinnati, OH (31) outbound 20%; inbound 63%;
www.convergys.com interactive 17%
5. SITEL Corp. [*, +] - Baltimore, b-to-b 20%; b-to-c 80%
MD (42) www.sitel.com outbound 42%; inbound 58%
6. TeleSpectrum Worldwide, Inc. [+] b-to-b 20%; b-to-c 80%
- King of Prussia, PA (22) outbound 60%; inbound 38%;
www.telespectrum.com interactive 2%
7. Millennium Teleservices, LLC - b-to-b 20%; b-to-c 80%
Edison, NJ (30) www.mmtel.com outbound 80%; inbound 20%
8. ICT Group, Inc. [*, +] - Langhorn, b-to-b 20%; b-to-c 80%
PA (31) www.ictgroup.com outbound 50%; inbound 47%;
interactive 3%
9. GC Services Limited b-to-b 10%; b-to-c 90%
Partnership [*] - Houston, TX (33) outbound 29%; inbound 70%;
www.gcserv.com interactive 1%
10. Reese Brothers, Inc. - b-to-b 5%; b-to-c 95%
Pittsburgh, PA (12) outbound 100%
11. Aegis Communications b-to-b 50%; b-to-c 50%
Group, Inc. - Irving, TX (25) outbound 40%; inbound 60%
www.aegiscomgroup.com
12. Teleperformance USA (part of b-to-b 30%; b-to-c 70%
the SR. Teleperformance outbound 70%; inbound 30%
Group)(18) - Salt Lake City, UT
www.tpusa.net
13. Market USA [+] - Des Plaines, b-to-b 25%; b-to-c 75%
IL (16) www.marketusa.com outbound 70%; inbound 30%
14. Precision Response Corp. [*] - b-to-b 40%; b-to-c 60%
Plantation, FL (21) outbound 11%; inbound 89%
www.prenet.com
15. TCIM Services, Inc. [*] - b-to-b 50%; b-to-c 50%
Wilmington, DE (15) outbound 70%; inbound 29%;
www.tcim.com interactive 1%
16. InfoCision Management Corp. b-to-b 25%; b-to-c 75%
- Akron, OH (13) outbound 85%; inbound 15%
www.infocision.com
Company Name, Location, Total
Number of Call
Centers & Web Site Specialization
1. West Corp. [*] - Omaha, NE (33) Customer Acquisition,
www.west.com Retention & Growth
2. APAC Customer Services, Inc. - Customer Care, Customer
Deerfield, IL (55) Acquisition
www.apaccustomerservices.com
3. DialAmerica Marketing, Inc. [+] - Publishing, Financial
Mahwah, NJ (67) Services, Consumer
www.dialamerica.com Communications
4. Convergys Corp. [*, +] - Customer Service/Tech
Cincinnati, OH (31) Support, B-to-B Sales,
www.convergys.com Direct Response
5. SITEL Corp. [*, +] - Baltimore, Financial Services,
MD (42) www.sitel.com Technology, Consumer
6. TeleSpectrum Worldwide, Inc. [+] Financial Services,
- King of Prussia, PA (22) Telecommunications,
www.telespectrum.com Insurance
7. Millennium Teleservices, LLC - Telecommunications,
Edison, NJ (30) www.mmtel.com Membership Services,
Financial Services
8. ICT Group, Inc. [*, +] - Langhorn, Telesales, Customer Care,
PA (31) www.ictgroup.com E-Commerce Support
9. GC Services Limited Teleservices, Financial
Partnership [*] - Houston, TX (33) Services, Outsourcing
www.gcserv.com
10. Reese Brothers, Inc. - Telecommunications,
Pittsburgh, PA (12) Membership Services,
Financial Services
11. Aegis Communications Telecommunications,
Group, Inc. - Irving, TX (25) Financial Services,
www.aegiscomgroup.com Mobile & Wireless
12. Teleperformance USA (part of Financial Services,
the SR. Teleperformance Membership Services,
Group)(18) - Salt Lake City, UT Telecommunications
www.tpusa.net
13. Market USA [+] - Des Plaines, Financial Services,
IL (16) www.marketusa.com Insurance, Customer
Service
14. Precision Response Corp. [*] - Telecommunications,
Plantation, FL (21) Travel, Financial Services
www.prenet.com
15. TCIM Services, Inc. [*] - Financial Services,
Wilmington, DE (15) Insurance,
www.tcim.com Telecommunications
16. InfoCision Management Corp. Christian/Non-Profit/
- Akron, OH (13) Political Fund Raising,
www.infocision.com Commercial Sales,
Business-to-Business
Company Name, Location, Total
Number of Call 2000
Centers & Web Site Ranking
1. West Corp. [*] - Omaha, NE (33) 1
www.west.com
2. APAC Customer Services, Inc. - 2
Deerfield, IL (55)
www.apaccustomerservices.com
3. DialAmerica Marketing, Inc. [+] - 3
Mahwah, NJ (67)
www.dialamerica.com
4. Convergys Corp. [*, +] - 5
Cincinnati, OH (31)
www.convergys.com
5. SITEL Corp. [*, +] - Baltimore, 6
MD (42) www.sitel.com
6. TeleSpectrum Worldwide, Inc. [+] 4
- King of Prussia, PA (22)
www.telespectrum.com
7. Millennium Teleservices, LLC - 7
Edison, NJ (30) www.mmtel.com
8. ICT Group, Inc. [*, +] - Langhorn, 8
PA (31) www.ictgroup.com
9. GC Services Limited 10
Partnership [*] - Houston, TX (33)
www.gcserv.com
10. Reese Brothers, Inc. - 15
Pittsburgh, PA (12)
11. Aegis Communications 9
Group, Inc. - Irving, TX (25)
www.aegiscomgroup.com
12. Teleperformance USA (part of 11
the SR. Teleperformance
Group)(18) - Salt Lake City, UT
www.tpusa.net
13. Market USA [+] - Des Plaines, 13
IL (16) www.marketusa.com
14. Precision Response Corp. [*] - 31
Plantation, FL (21)
www.prenet.com
15. TCIM Services, Inc. [*] - 18
Wilmington, DE (15)
www.tcim.com
16. InfoCision Management Corp. 20
- Akron, OH (13)
www.infocision.com
17. Ron Weber and Assocs., Inc. [*] 203-882-9999 1980
Milford, CT (8) www.ronweb.com 203-882-9998 500 hrs.
minimum
18. Americall Corp. - Naperville, 630-955-9100 1984
IL (9) (part of the SR. 630-955-9955 1,000 hrs.
Teleperformance Group) minimum
www.americallcorp.com
19. King TeleServices [*] - New 800-817-5468 1991
York, NY (4) www.king- 212-809-6037 1,500 hrs./mo.
teleservices.com minimum
20. FutureCall Telemarketing 888-FUTURE 1 1988
West, Inc. - Colorado Springs, CO 719-576-2521 500 hrs.
(4) www.futurecallinc.com minimum
21. RMH Teleservices, Inc. [+] - 610-520-5300 1983
Bryn Mawr, PA (15) 610-520-5356 5,000 hrs.
www.rmht.com minimum
22. LiveBridge, Inc. [*,+] - Portland, 503-652-6000 1988
OR (9) www.livebridge.com 503-653-3994 500 hrs.
minimum
23. NSDI Teleperformance - 404-256-4673 1998
Atlanta, GA (9) (part of the SR. 404-250-9277 1,000 hrs.
Teleperformance Group) monthly
www.tpamerica.com
24. Marcom Technologies (part of 954-747-6566 1990
the SR. Teleperformance Group) - 954-741-1329 5,000 hrs.
Sunrise, FL (7) minimum
25. Access Direct Telemarketing, 319-390-8900 1995
Inc. - Cedar Rapids, IA (7) 319-390-8901 5,000 hrs.
www.accdir.com minimum
26. TeleTech Holdings, Inc. [*,+] - 303-894-4000 1982
Denver, CO (24) 303-893-4606 10,000 hrs.
www.teletech.com minimum
27. TeleServices Direct - 317-216-2240 1989
Indianapolis, IN (5) 317-216-2248 1,000 hrs.
www.teleservicesdirect.com minimum
28. ACI Telecentrics, Inc. [+] - 612-928-4700 1987
Minneapolis, MN (10) 612-928-4701 1,000 hrs.
www.acitel.com minimum
29. Ameridial, Inc. - North 330-497-4888 1987
Canton, OH (9) 330-497-5500 100 hrs.
www.ameridial.com minimum
30. Access Worldwide 561-226-5000 1984
Communications, Inc. [*] - Boca 800-464-8599 500 hrs.
Raton, FL (3) www.accessww.com minimum
31. Technion Communications 954-963-1994 1993
Corp. - Hollywood, FL (7) 954-981-4321 2,000 hrs.
www.technion.com minimum
32. ORC ProTel, Inc. - Lansing, 708-418-0600 1981
IL (4) www.orcprotel.com 708-418-7457 1,000 hrs.
minimum
33. Telemarketing Concepts, Inc. - 914-245-0701 1986
Yorktown, NY (6) www.tcius.com 914-245-0655 minimum
varies
17. Ron Weber and Assocs., Inc. [*] b-to-b 65%; b-to-c 35%
Milford, CT (8) www.ronweb.com outbound 60%; inbound 35%;
interactive 5%
18. Americall Corp. - Naperville, b-to-c 100%
IL (9) (part of the SR. outbound 100%
Teleperformance Group)
www.americallcorp.com
19. King TeleServices [*] - New b-to-b 30%; b-to-c 70%
York, NY (4) www.king- outbound 70%; inbound 30%
teleservices.com
20. FutureCall Telemarketing b-to-b 10%; b-to-c 90%
West, Inc. - Colorado Springs, CO outbound 98%; inbound 2%
(4) www.futurecallinc.com
21. RMH Teleservices, Inc. [+] - b-to-b 10%; b-to-c 90%
Bryn Mawr, PA (15) outbound 65%; inbound 35%
www.rmht.com
22. LiveBridge, Inc. [*,+] - Portland, b-to-b 20%; b-to-c 80%
OR (9) www.livebridge.com outbound 60%; inbound 40%
23. NSDI Teleperformance - b-to-b 45%; b-to-c 55%
Atlanta, GA (9) (part of the SR. outbound 85%; inbound 15%
Teleperformance Group)
www.tpamerica.com
24. Marcom Technologies (part of b-to-b 5%; b-to-c 95%
the SR. Teleperformance Group) - outbound 90%; inbound 10%
Sunrise, FL (7)
25. Access Direct Telemarketing, b-to-b 10%; b-to-c 90%
Inc. - Cedar Rapids, IA (7) outbound 100%
www.accdir.com
26. TeleTech Holdings, Inc. [*,+] - b-to-b 35%; b-to-c 65%
Denver, CO (24) outbound 12%; inbound 56%
www.teletech.com interactive 32%
27. TeleServices Direct - b-to-b 25%; b-to-c 75%
Indianapolis, IN (5) outbound 90; inbound 10%
www.teleservicesdirect.com
28. ACI Telecentrics, Inc. [+] - b-to-b 20%; b-to-c 80%
Minneapolis, MN (10) outbound 95%; inbound 5%
www.acitel.com
29. Ameridial, Inc. - North b-to-b 35%; b-to-c 65%
Canton, OH (9) outbound 90%; inbound 10%
www.ameridial.com
30. Access Worldwide b-to-b 50%; b-to-c 50%
Communications, Inc. [*] - Boca outbound 80%; inbound 20%;
Raton, FL (3) www.accessww.com
31. Technion Communications b-to-b 40%; b-to-c 60%
Corp. - Hollywood, FL (7) outbound 65%; inbound 30%;
www.technion.com interactive 5%
32. ORC ProTel, Inc. - Lansing, b-to-b 10%; b-to-c 90%
IL (4) www.orcprotel.com outbound 100%
33. Telemarketing Concepts, Inc. - b-to-b 50%; b-to-c 50%
Yorktown, NY (6) www.tcius.com outbound 95%; inbound 5%
17. Ron Weber and Assocs., Inc. [*] Telecommunications, 19
Milford, CT (8) www.ronweb.com Technology, Consumer
Products
18. Americall Corp. - Naperville, Insurance, Credit Card 22
IL (9) (part of the SR. Acquisition, Financial
Teleperformance Group) Services
www.americallcorp.com
19. King TeleServices [*] - New Financial Services, 23
York, NY (4) www.king- Telecommunications,
teleservices.com Publishing
20. FutureCall Telemarketing Telecommunications, 17
West, Inc. - Colorado Springs, CO Financial Services,
(4) www.futurecallinc.com Continuity Marketing
21. RMH Teleservices, Inc. [+] - Insurance, Financial 14
Bryn Mawr, PA (15) Services,
www.rmht.com Telecommunications
22. LiveBridge, Inc. [*,+] - Portland, Financial Services, 21
OR (9) www.livebridge.com Telecommunications,
Direct Sales
23. NSDI Teleperformance - CRM Solutions, n/a
Atlanta, GA (9) (part of the SR. Telemarketng, Market
Teleperformance Group) Research
www.tpamerica.com
24. Marcom Technologies (part of Insurance, Financial n/a
the SR. Teleperformance Group) - Services, eCRM
Sunrise, FL (7)
25. Access Direct Telemarketing, Financial Services, 30
Inc. - Cedar Rapids, IA (7) Insurance Services,
www.accdir.com Internet
26. TeleTech Holdings, Inc. [*,+] - Financial Services, 24
Denver, CO (24) Telecommunications,
www.teletech.com Broadband
27. TeleServices Direct - Financial Services, 29
Indianapolis, IN (5) Telecommunications,
www.teleservicesdirect.com Entertainment Industries
28. ACI Telecentrics, Inc. [+] - Financial Services, 33
Minneapolis, MN (10) Telecommunications,
www.acitel.com Customer Services
29. Ameridial, Inc. - North Database Enhancement/ 32
Canton, OH (9) Cleaning, Lead
www.ameridial.com Generation, Volunteer
Recruitment
30. Access Worldwide Pharmaceutical, Ethnic n/a
Communications, Inc. [*] - Boca Multicultural,
Raton, FL (3) www.accessww.com Telecommunications
31. Technion Communications Customer Acquisition, 39
Corp. - Hollywood, FL (7) Customer Retention,
www.technion.com Customer Care
32. ORC ProTel, Inc. - Lansing, Membership Services, 34
IL (4) www.orcprotel.com Credit Card Acquisition,
Lead Generation
33. Telemarketing Concepts, Inc. - Telecommunications, 26
Yorktown, NY (6) www.tcius.com Business Services
Consumer Services
34. Heritage Publishing Co., Inc. - 501-835-5000 1958
Sherwood, AR (9) 501-835-3828 500 hrs.
minimum
35. Dakotah Direct II, L.L.C. [*] - 800-433-3633 1993
Spokane, WA (7) 509-789-4706 1,000 hrs.
www.dakotahdirect.com minimum
36. GLS TeleServices - 800-232-1100 1959
Philadelphia, PA (6) 215-988-0188 500 hrs.
www.glsteleservices.com minimum
37. CSC [*] - Margate, FL (1) 954-973-7300 1974
www.globalresponse.com 954-969-2407 100 hrs.
minimum
38. EDS - Plano, TX (23) 888-337-1473 1949
www.eds.com 303-666-3887 negotiable
minimum
39. EBSCO TeleServices - 330-492-5105 1980
Canton, OH (6) 330-492-5205 100 hrs.
minimum
40. Advanced Data-Comm. Inc. [*] - 319-582-9501 1988
Dubuque, IA (5) 319-582-2003 200 hrs.
www.advanced-data.com minimum
41. Tele-Response Center - 215-333-5900 1988
Philadelphia, PA (4) 215-333-1583 100 hrs.
www.teleresponse.com minimum
42. The Charlton Group - 608-232-9444 1987
Madison, WI (2) www.tcgcorp.net 425-740-0741 100 hrs.
minimum
43. Business Response, Inc. - St. 1986
Louis, MO (4) (part of the SR. 314-213-7800 2,500 hrs.
Teleperformance Group) 314-213-7878 minimum
www.businessresponse.com
44. Marketing Ally - Provo, UT 801-374-8709 1992
(3) www.marketingally.com 801-374-0779 100 hrs.
minimum
45. Abacus Communications LC - 757-497-2004 1988
Virginia Beach, VA (6) 757-497-8876 200 hrs.
www.callabacus.com minimum
46. Inter-Medi@Marketing 610-696-4646 1983
Solutions - West Chester, PA (7) 610-429-5137 1,000 hrs./mo.
www.intermediamarketing.com minimum
47. The Telemarketing Company - 773-545-0407 1984
Chicago, IL (2) 773-545-4034 500 hrs.
www.thetelemktgco.com minimum
48. Cross Country Automotive 520-770-4742 1972
Services - Medford, MA (3) 520-770-4849 no minimum
www.crosscountry-auto.com
49. GECKO Communications, 913-268-9800 1997
Inc. - Shawnee, KS (6) 913-268-8745 1,500 hrs.
www.geckocomm.com minimum
50. Hancock Information Group [*] - 407-682-1556 1984
Longwood, FL (2) 407-682-0025 400 hrs.
www.hancockinfo.com minimum
34. Heritage Publishing Co., Inc. - b-to-b 50%; b-to-c 50%
Sherwood, AR (9) outbound 100%
35. Dakotah Direct II, L.L.C. [*] - b-to-b 50%; b-to-c 50%
Spokane, WA (7) outbound 50%; inbound 50%
www.dakotahdirect.com
36. GLS TeleServices - b-to-b 20%; b-to-c 80%
Philadelphia, PA (6) outbound 95%; inbound 5%
www.glsteleservices.com
37. CSC [*] - Margate, FL (1) b-to-b 75%; b-to-c 25%
www.globalresponse.com outbound 35%; inbound 65%
38. EDS - Plano, TX (23) b-to-b 34%; b-to-c 66%
www.eds.com outbound 8%; inbound 75%;
interactive 17%
39. EBSCO TeleServices - b-to-b 55%; b-to-c 45%
Canton, OH (6) outbound 100%
40. Advanced Data-Comm. Inc. [*] - b-to-b 80%; b-to-c 20%
Dubuque, IA (5) outbound 48%; inbound 52%
www.advanced-data.com
41. Tele-Response Center - b-to-b 20%; b-to-c 80%
Philadelphia, PA (4) outbound 100%
www.teleresponse.com
42. The Charlton Group - b-to-b 20%; b-to-c 80%
Madison, WI (2) www.tcgcorp.net outbound 100%
43. Business Response, Inc. - St. b-to-b 20%; b-to-c 80%
Louis, MO (4) (part of the SR. outbound 52%; inbound 48%
Teleperformance Group)
www.businessresponse.com
44. Marketing Ally - Provo, UT b-to-b 20%; b-to-c 80%
(3) www.marketingally.com outbound 70%; inbound 30%
45. Abacus Communications LC - b-to-b 28%; b-to-c 72%
Virginia Beach, VA (6) outbound 21%; inbound 76%;
www.callabacus.com interactive 3%
46. Inter-Medi@Marketing b-to-b 20%; b-to-c 80%
Solutions - West Chester, PA (7) outbound 45%; inbound 55%
www.intermediamarketing.com
47. The Telemarketing Company - b-to-b 50%; b-to-c 50%
Chicago, IL (2) outbound 75%; inbound 25%
www.thetelemktgco.com
48. Cross Country Automotive b-to-c 100%
Services - Medford, MA (3) outbound 25%; inbound 75%
www.crosscountry-auto.com
49. GECKO Communications, b-to-b 5%; b-to-c 95%
Inc. - Shawnee, KS (6) outbound 90%; inbound 10%
www.geckocomm.com
50. Hancock Information Group [*] - b-to-b 100%
Longwood, FL (2) outbound 95%; inbound 5%
www.hancockinfo.com
34. Heritage Publishing Co., Inc. - Donor Acquisition, Donor 36
Sherwood, AR (9) Renewal, Lapsed Donor
Reactivation
35. Dakotah Direct II, L.L.C. [*] - Insurance, Financial
Spokane, WA (7) Services, 40
www.dakotahdirect.com Telecommunications
36. GLS TeleServices - Insurance, Membership
Philadelphia, PA (6) Enhancement, Credit Card 38
www.glsteleservices.com Marketing
37. CSC [*] - Margate, FL (1) Automotive,
www.globalresponse.com Pharmaceutical, Catalogs n/a
38. EDS - Plano, TX (23) Customer Service,
www.eds.com Technical Support, 50
Concierge & Emergency
Services
39. EBSCO TeleServices - Publishing,
Canton, OH (6) Directories/Newsletters, 42
Requalifications/Surveys
40. Advanced Data-Comm. Inc. [*] - TPV, Sales, Market
Dubuque, IA (5) Research 43
www.advanced-data.com
41. Tele-Response Center - Fund Raising, Financial
Philadelphia, PA (4) Services, Customer 45
www.teleresponse.com Service
42. The Charlton Group - Cable Television,
Madison, WI (2) www.tcgcorp.net Publishing, Internet n/a
43. Business Response, Inc. - St. Financial Services,
Louis, MO (4) (part of the SR. Sales/Lead Generation, n/a
Teleperformance Group) Customer Care/Service
www.businessresponse.com
44. Marketing Ally - Provo, UT Customer Acquisition,
(3) www.marketingally.com Order Entry, Financial 44
Services
45. Abacus Communications LC - Customer Services, E-
Virginia Beach, VA (6) Commerce, Catalog 47
www.callabacus.com order/Customer Service
46. Inter-Medi@Marketing Telecommunications,
Solutions - West Chester, PA (7) Insurance, CRM Solutions 41
www.intermediamarketing.com
47. The Telemarketing Company - Club Services, Publishing,
Chicago, IL (2) Financial Services 46
www.thetelemktgco.com
48. Cross Country Automotive Roadside Assistance,
Services - Medford, MA (3) Customer Management n/a
www.crosscountry-auto.com Services, Telematics
49. GECKO Communications, Financial Services, Fund
Inc. - Shawnee, KS (6) Raising, Data Collection n/a
www.geckocomm.com & Verification
50. Hancock Information Group [*] - High-Tech, Financial
Longwood, FL (2) Services, Medical n/a
www.hancockinfo.com
(*.)See page 58 for explanation
(+.)See also category B
b-to-b = business-to-business
b-to-c = business-to-consumer
TOP 50 TELESERVICES AGENCIES -- CATEGORY B
Company Name, Location, Phone Year Began
Total Number of Call Number & Teleservices &
Centers & Web Site Fax Number Size of Projects
Accepted
1. SR, Teleperformance - +33-1-55764080 1978
Paris, France (80) +33-1-55768686 no minimum
www.srteleperformance.com
2. Call Center Alliance - Paris, +33-140935000 1992
France (10) (only France, UK and +33-140934225 1,000 hrs.
Belguim included) minimum
www.callcenteralliance.com
3 Xentel DM Inc. [*] - Toronto, 416-633-4646 1977
Canada (22) www.xentel.com 416-633-4643 500 hrs.
minimum
4. SITEL Corp. [*] - Baltimore, 402-963-6810 1985
MD (36) www.sitel.com 402-963-2699 2,500 hrs.
minimum
5. RMH Teleservices, Inc. - Bryn 610-520-5300 1983
Mawr, PA (5) www.rmht.com 610-520-5356 5,000 hrs.
minimum
6. TeleSpectrum Worldwide, Inc.- 888-343-9870 1982
King of Prussia, PA (4) 610-878-7931 2,000 hrs.
www.telespectrum.com minimum
7. TeleTech Holdings, Inc. [*] - 303-894-4000 1982
Denver, CO (19) 303-893-4606 10,000 hrs.
www.teletech.com minimum
Company Name, Location, Type of Calling
Total Number of Call
Centers & Web Site
1. SR, Teleperformance - b-to-b 25%; b-to-c 75%
Paris, France (80) outbound 50%; inbound 48%;
www.srteleperformance.com interactive 2%
2. Call Center Alliance - Paris, b-to-b 10%; b-to-c 90%
France (10) (only France, UK and outbound 70%; inbound 30%
Belguim included)
www.callcenteralliance.com
3 Xentel DM Inc. [*] - Toronto, b-to-b 35%; b-to-c 65%
Canada (22) www.xentel.com outbound 99%; inbound 1%
4. SITEL Corp. [*] - Baltimore, b-to-b 20%; b-to-c 80%
MD (36) www.sitel.com outbound 50%; inbound 40%;
interactive 5%
5. RMH Teleservices, Inc. - Bryn b-to-b 10%; b-to-c 90%
Mawr, PA (5) www.rmht.com outbound 65%; inbound 35%
6. TeleSpectrum Worldwide, Inc.- b-to-b 20%; b-to-c 80%
King of Prussia, PA (4) outbound 60%; inbound 38%;
www.telespectrum.com interactive 2%
7. TeleTech Holdings, Inc. [*] - b-to-b 35%; b-to-c 65%
Denver, CO (19) outbound 12%; inbound 56%;
www.teletech.com interactive 32%
Company Name, Location, Specialization 2000
Total Number of Call Ranking
Centers & Web Site
1. SR, Teleperformance - CRM/E-CRM, 1
Paris, France (80) Teleservices, Inbound/
www.srteleperformance.com Outbound Telemarketing
2. Call Center Alliance - Paris, Consumer Services, 3
France (10) (only France, UK and Telesales/Teleservices,
Belguim included) Web Contact Center
www.callcenteralliance.com
3 Xentel DM Inc. [*] - Toronto, Fund Raising, Event 2
Canada (22) www.xentel.com Production/Promotion,
Financial Services
4. SITEL Corp. [*] - Baltimore, Financial Services, 5
MD (36) www.sitel.com Technology, Consumer
5. RMH Teleservices, Inc. - Bryn Insurance, 10
Mawr, PA (5) www.rmht.com Financial Services,
Telecommunications
6. TeleSpectrum Worldwide, Inc.- Financial Services, 4
King of Prussia, PA (4) Telecommunications,
www.telespectrum.com Insurance
7. TeleTech Holdings, Inc. [*] - Financial Services, 9
Denver, CO (19) Telecommunications,
www.teletech.com Broadband
8. Convergys Corp. [*] - Cincinnati, 800-344-3000 1988
OH (9) www.convergys.com 513-458-1315 2,500 hrs.
minimum
9. ICT Group, Inc. [*] - Langhorn, 800-799-6880 1983
PA (10) www.ictgroup.com 215-757-7877 2,000 hrs.
minimum
10. MARUSA - Des Plaines, IL 800-658-8721 1988
(3) www.marketusa.com 847-803-1825 500 hrs.
minimum
11. ATESIA S.p.A. -Rome, Italy +39-06729871 1989
(3) www.atesia.it +39-0672987820 1,000 hrs.
minimum
12. Sodema [*] - Montreal, Canada 514-287-1717 1984
(1) sodema@transcontinental.ca 514-287-1886 1,500 hrs.
minimum
13. VOXDATA - Montreal, 514-871-1920 1995
Canada (2) 514-871-2605 1,000 hrs.
minimum
14. LiveBridge, Inc. - Portland, 503-652-6000 1988
OR (4) www.livebridge.com 503-653-3994 500 hrs.
minimum
15. ACI Telecentrics, Inc. - 612-928-4700 1987
Minneapolis, MN (1) 612-928-4701 1,000 hrs.
www.acitel.com minimum
16. Percepta, LLC [*] - Denver, CO 720-947-6300 2000
(3) www.percepta-crm.com 303-813-4635 2,000 hrs.
minimum
17. AFFINA - The Customer 877-4-AFFINA 1973
Relationship Co. - Peoria, IL (1) 309-679-4408 350 hrs./mo.
www.affina.com minimum
18. Integrated Messaging, Inc. [*] - 204-784-3002 1989
Winnipeg, Canada (1) 204-786-7718 no minimum
www.imi.mb.ca
19. DialAmerica Marketing, Inc. - 201-327-0200 1957
Mahwah, NJ (67) 201-327-4875 1,000 hrs.
www.dialamerica.com minimum
20. World Access, Inc. - 804-285-3300 1983
Richmond, VA (1) 804-673-1587 no minimum
www.worldaccess.com
8. Convergys Corp. [*] - Cincinnati, b-to-b 25%; b-to-c 75%
OH (9) www.convergys.com outbound 20%; inbound 63%;
interactive 17%
9. ICT Group, Inc. [*] - Langhorn, b-to-b 20%; b-to-c 80%
PA (10) www.ictgroup.com outbound 50%; inbound 47%
interactive 3%
10. MARUSA - Des Plaines, IL b-to-b 25%; b-to-c 75%
(3) www.marketusa.com outbound 70%; inbound 30%
11. ATESIA S.p.A. -Rome, Italy b-to-b 9%; b-to-c 91%
(3) www.atesia.it outbound 12%; inbound 87%;
interactive 1%
12. Sodema [*] - Montreal, Canada b-to-b 20%; b-to-c 80%
(1) sodema@transcontinental.ca outbound 60%; inbound 40%
13. VOXDATA - Montreal, b-to-b 25%; b-to-c 75%
Canada (2) outbound 40%; inbound 60%
14. LiveBridge, Inc. - Portland, b-to-b 20%; b-to-c 80%
OR (4) www.livebridge.com outbound 60%; inbound 40%
15. ACI Telecentrics, Inc. - b-to-b 20%; b-to-c 80%
Minneapolis, MN (1) outbound 95%; inbound 5%
www.acitel.com
16. Percepta, LLC [*] - Denver, CO b-to-b 18%; b-to-c 82%
(3) www.percepta-crm.com outbound 15%; inbound 80%;
interactive 5%
17. AFFINA - The Customer b-to-b 30%; b-to-c 70%
Relationship Co. - Peoria, IL (1) outbound 8%; inbound 90%;
www.affina.com interactive 2%
18. Integrated Messaging, Inc. [*] - b-to-b 15%; b-to-c 85%
Winnipeg, Canada (1) outbound 10%; inbound 85%;
www.imi.mb.ca interactive 5%
19. DialAmerica Marketing, Inc. - b-to-b 10%; b-to-c 90%
Mahwah, NJ (67) outbound 90%; inbound 10%
www.dialamerica.com
20. World Access, Inc. - b-to-b 10%; b-to-c 90%
Richmond, VA (1) outbound 5%; inbound 95%
www.worldaccess.com
8. Convergys Corp. [*] - Cincinnati, Customer Service/Tech 7
OH (9) www.convergys.com Support, B-to-B Sales,
Direct Response
9. ICT Group, Inc. [*] - Langhorn, Telesales, Customer Care, 11
PA (10) www.ictgroup.com E-Commerce Support
10. MARUSA - Des Plaines, IL Financial Services, 8
(3) www.marketusa.com Insurance,
Customer Service
11. ATESIA S.p.A. -Rome, Italy Customer Service, Sales 14
(3) www.atesia.it Support, Full Account
Management
12. Sodema [*] - Montreal, Canada Telecommunications, 12
(1) sodema@transcontinental.ca Packaged Goods,
Help Desk
13. VOXDATA - Montreal, Financial Services, 15
Canada (2) Insurance,
Telecommunications
14. LiveBridge, Inc. - Portland, Financial Services, n/a
OR (4) www.livebridge.com Telecommunications,
Direct Sales
15. ACI Telecentrics, Inc. - Financial Services, n/a
Minneapolis, MN (1) Telecommunications,
www.acitel.com Customer Services
16. Percepta, LLC [*] - Denver, CO Automotive, Supply n/a
(3) www.percepta-crm.com Chain Management,
E-Commerce
17. AFFINA - The Customer Customer Contact n/a
Relationship Co. - Peoria, IL (1) Management. B-to-C
www.affina.com Sales/Service. CRM
18. Integrated Messaging, Inc. [*] - DRTV Orders, 20
Winnipeg, Canada (1) Sales Inquiries,
www.imi.mb.ca Customer Service
19. DialAmerica Marketing, Inc. - Publisbing, Financial 16
Mahwah, NJ (67) Services, Consumer
www.dialamerica.com Communications
20. World Access, Inc. - Travel Protection n/a
Richmond, VA (1) Programs, Credit Card
www.worldaccess.com Enhancement, Medical
Assistance Programs
(*.)See page 58 for explanation
b-to-b = business-to-business
b-to-c = business-to-consumer
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