Seventeenth-annual Top 50 outbound Teleservices Agencies Ranking. (Outsourcing).This is the seventeenth 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. Agency 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 2002 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 large-capacity/sized teleservices agencies. Ranking Basis Since the basis of our ranking is company[TM] 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 November: see month. 2000 through October October: see month. 2001. 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 had to answer a questionnaire-detailing the nature of their business and listing their number of billable minutes between November 2000 and October 2001. The 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. 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 this 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 our 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. 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 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. 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. TeleSpectrum Worldwide 5. 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. 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@action Solutions [TM]. For information and subscriptions, visit www.TMCnet.com or call 203-852-6800. Note: If combined, the US. companies in the SR. Teleperformance Group would rank #2 domestically.
TOP 50 TELESERVICES AGENCIES -- CATEGORY A
Year Began
Company Name, Location, Phone Teleservices &
Total Number of Call Number & Size of Projects
Centers & Web Site Fax Number Accepted
1. West Corp. (*) - 800-841-9000 1986
Omaha, NE (36) 402-841-9000 1,000 hrs.
www.west.com minimum
2. DialAmerica Marketing, Inc. (+) - 201-327-0200 1957
Mahwah, NJ (59) 201-327-4875 variable
www.dialamerica.com minimum
3. APAC Customer Services, Inc. (*) - 800-776-2722 1973
Deerfield, IL (48) 847-236-5490 variable
www.apaccustomerservices.com minimum
4. Teleperformance USA 800-431-5101 1993
(includes Market USA) (part 801-359-6843 500 hrs.
of the SR. Teleperformance minimum
Group) (+) -
Salt Lake City, UT (35)
www.teleperformanceusa.com
5. TeleSpectrum Worldwide (*)(+) - 888-343-9870 1982
King of Prussia, PA (11) 610-878-7931 500 hrs.
www.telespectrum.com minimum
6. Convergys Corp. (*)(+) - 800-344-3000 1988
Cincinnati, OH (37) 513-458-1315 5,000 hrs.
www.convergys.com minimum
7. Millennium Teleservices, LLC - 888-252-5689 1996
Edison, NJ (35) 800-350-0379 1,000 hrs.
www.mmtel.com minimum
8. ICT Group (*)(+) - 800-799-6880 1981
Langhorne, PA (32) 215-757-7877 2,000 hrs.
www.ictgroup.com minimum
9. SITEL Corp. (+) - 410-246-1505 1985
Baltimore, MD (30) 410-246-0170 2,500 hrs.
www.sitel.com minimum
10. RMH Teleservices (*)(+) - 800-367-5733 1983
Bryn Mawr, PA (18) 610-520-5356 5,000 hrs.
www.rmht.com minimum
11. GC Services Limited 713-777-4441 1957
Partnership (*) - 713-776-6535 variable
Houston, TX (34) minimum
www.gcserv.com
12. Reese Brothers, Inc. (*) - 412-355-0800 1984
Pittsburgh, PA (12) 412-261-9730 5,000 hrs.
www.reesebros.com minimum
13. InfoCision Management Corp. - 330-668-1400 1982
Akron, 0H (7) 330-668-1401 500 hrs.
www.infocision.com minimum
14. Access Direct Telemarketing, 319-390-8900 1995
Inc. (*) - 319-390-8901 5,000 hrs.
Cedar Rapids, IA (7) minimum
www.accdir.com
15. Americall Corp. - 630-955-9100 1984
Naperville, IL (10) 630-955-9955 1,000 hrs.
(part of the SR. minimum
Teleperformance Group)
www.americallcorp.com
16. ClientLogic (*) - 615-301-7100 1990
Nashville, TN (14) 615-301-7150 variable
www.clientlogic.com minimum
17. Aegis Communications - 800-332-0266 1968
Irving, TX (13) 972-868-0267 1,000 hrs.
www.aegiscomgroup.com minimum
18. EDS (*)(+) 972-604-6075 1986
(Electronic Data Systems) - 972-604-3603 12 hrs.
Plano, TX (22) minimum
www.eds.com
19. TCIM Services, Inc. (*)(+) - 302-633-3000 1988
Wilmington, DE (14) 302-633-3270 2,000 hrs.
www.tcim.com minimum
20. FutureCall, LLC - 719-867-7100 1988
Colorado Springs, CO (4) 719-457-1130 1,000 hrs.
www.futurecallinc.com minimum
21. Technion Communications 954-721-1994 1994
Corp. (+) - 954-981-4321 5,000 hrs.
Hollywood, FL (8) minimum
www.technion.com
22. MarCom Technnlogies of the 954-747-6566 1990
SR. Teleperformance Group) - 954-741-1329 5,000 hrs.
Sunrise, FL (7) minimum
www.callmarcom.com
23. Ron Weber & Assocs., Inc. - 203-799-0000 1980
Milford, CT (7) 203-882-9998 500 hrs.
www.telethinking.com minimum
24. LiveBridge, Inc. (+) - 503-652-6000 1988
Portland, OR (6) 503-653-3994 1,000 hrs.
www.livebridge.com minimum
25. Ameridial, Inc. (*) - 330-497-4888 1987
North Canton, OH (9) 330-497-5500 200 hrs.
www.ameridial.com minimum
26. ACI Telecentrics (+) - 612-928-4747 1986
Minneapolis, MN (10) 612-928-4701 1,000 hrs.
www.acitel.com minimum
27. Telemarketing Concepts, Inc. - 914-245-0701 1986
Yorktown Heights, NY (5) 914-245-0655 no minimum
www.tcius.com
28. NSDI Teleperformance (part of 404-256-4673 1990
the SR. Teleperformance Group) - 404-250-9277 1,000 hrs.
Atlanta, GA (4) minimum
www.nsditp.com
29. The Heritage Co. - 800-643-8822 1958
Sherwood, AR (8) 501-835-3828 500 hrs.
www.theheritagecompany.com minimum
30. ORC ProTel, Inc. - 708-418-0600 1981
Lansing, IL (4) 708-418-7457 1,000 hrs.
www.orcprotel.com minimum
31. Advanced Data-Comm, Inc. - 800-582-9501 1988
Dubuque, IA (6) 563-582-2003 200 hrs.
www.advanceddata.com minimum
32. Call_Solutions - 262-827-6424 1959
Waukesha, WI (8) 262-827-6440 negotiable
www.callsolutions.com minimum
33. TeleServices Direct - 888-646-6626 1989
Indianapolis, IN (5) 317-216-2248 1,000 hrs.
www.teleservicesdirect.com minimum
34. Charlton - 608-232-9444 1987
Madison, WI (2) 608-232-9411 100 hrs.
www.tcgcorp.com minimum
35. TeleTech Holdings, Inc. (*)(+) 303-397-8100 1982
Englewood, CO (29) 303-397-8671 10,000 hrs.
www.teletech.com minimum
36. CSC - A Division of Global 954-973-7300 1974
Response Corp. - 954-969-2355 100 hrs.
Margate, FL (1) minimum
www.globalresponse.com
37. Stream International (*) - 781-830-6600 1983
A Solectron Co. - 781-575-6970 no minimum
Canton, MA (10)
www.stream.com
38. Tele-Response Center, Inc. 215-333-5900 1988
- Philadelphia, PA (4) 215-333-1583 300 hrs.
www.teleresponse.com minimum
39. Business Response, Inc. 800-920-6565 1986
(part of the SR. 314-216-3236 1,000 hrs.
Teleperformance Group) - minimum
St. Louis, MO (5)
www.businessresponse.com
40. Protocol - Danvers, MA 9 978-762-7700 1998
(13) www.protocolusa.com 978-762-7799 100 hrs.
minimum
41. King TeleScrvices (*) - 212-462-7000 1991
New York, NY (4) 212-352-8815 500 hrs.
www.king-teleservices.com minimum
42. Marketlink, Inc. - 515-285-3420 1992
Des Moines, IA (5) 515-256-4278 100 hrs.
www.marketlinkinc.com minimum
43. Cross Country Automotive 520-270-4742 1972
Services - Medford, MA (4) 520-770-4849 no minimum
www.crosscountry-auto.com
44. Protocall Communications, 301-361-1111 1997
Inc. - Laurel, MD (2) 301-361-1136 100 hrs. min.
www.telemarketingpays.com for rest
45. Abacus Communications - 757-497-2004 1988
Virginia Beach, VA (6) 757-497-8876 200 hrs.
www.callabacus.com minimum
46. MSA Solutions (*) - 480-968-2900 1976
Tempe, AZ (1) 480-350-3426 3,300 hrs./mo.
www.msasolutions.com minimum
47. ChaseCom - 713-874-5800 1999
Houston, TX (2) 713-874-5812 2,000 hrs./mo.
www.chasecom.net minimum
48. Henry M. Greene & Assocs. 847-816-2800 1988
(*) - Lake Forest, IL (2) 847-816-0576 250 hrs.
www.greeneassoc.com minimum
49. Dakotah Direct II, L.L.C. (*) - 800-433-3633 1990
Spokane, WA (7) 509-789-4706 1,000 hrs.
www.dakotahdirect.com minimum
50. Kronos Connect (*) - 800-290-3595 1998
Phoenix, AZ (1) 502-992-1592 200 hrs.
www.kronosconnect.com minimum
Company Name, Location,
Total Number of Call
Centers & Web Site Type of Calling
1. West Corp. (*) - b-to-b 5%; b-to-c 95%
Omaha, NE (36) outbound 25%; inbound 47%;
www.west.com interactive 28%
2. DialAmerica Marketing, Inc. (+) - b-to-b 15%; b-to-c 85%
Mahwah, NJ (59) outbound 90%; inbound 7%
www.dialamerica.com interactive 3%
3. APAC Customer Services, Inc. (*) - b-to-b 36%; b-to-c 64%
Deerfield, IL (48) outbound 32%; inbound 60%;
www.apaccustomerservices.com interactive 8%
4. Teleperformance USA b-to-b 10%; b-to-c 90%
(includes Market USA) (part outbound 70%; inbound 30%
of the SR. Teleperformance
Group) (+) -
Salt Lake City, UT (35)
www.teleperformanceusa.com
5. TeleSpectrum Worldwide (*)(+) - b-to-b 15%; b-to-c 85%
King of Prussia, PA (11) outbound 52%; inbound 44%;
www.telespectrum.com interactive 4%
6. Convergys Corp. (*)(+) - b-to-b 25%; b-to-c 75%
Cincinnati, OH (37) outbound 20%; inbound 70%;
www.convergys.com interactive 10%
7. Millennium Teleservices, LLC - b-to-b 20%; b-to-c 80%
Edison, NJ (35) outbound 80%; inbound 20%
www.mmtel.com
8. ICT Group (*)(+) - b-to-b 10%; b-to-c 90%
Langhorne, PA (32) outbound 50%; inbound 47%;
www.ictgroup.com interactive 3%
9. SITEL Corp. (+) - b-to-b 25%; b-to-c 75%
Baltimore, MD (30) outbound 35%; inbound 64%;
www.sitel.com interactive 1%
10. RMH Teleservices (*)(+) - b-to-b 20%; b-to-c 80%
Bryn Mawr, PA (18) outbound 60%; inbound 40%
www.rmht.com
11. GC Services Limited b-to-b 10%; b-to-c 90%
Partnership (*) - outbound 21%; inbound 78%;
Houston, TX (34) interactive 1%
www.gcserv.com
12. Reese Brothers, Inc. (*) - b-to-b 3%; b-to-c 97%
Pittsburgh, PA (12) outbound 100%
www.reesebros.com
13. InfoCision Management Corp. - b-to-b 15%; b-to-c 85%
Akron, 0H (7) outbound 90%; inbound 10%
www.infocision.com
14. Access Direct Telemarketing,
Inc. (*) - b-to-b 20%; b-to-c 80%
Cedar Rapids, IA (7) outbound 100%
www.accdir.com
15. Americall Corp. - b-to-c 100%
Naperville, IL (10) outbound 100%
(part of the SR.
Teleperformance Group)
www.americallcorp.com
16. ClientLogic (*) - b-to-b 10%; b-to-c 90%
Nashville, TN (14) outbound 3%; inbound 92%;
www.clientlogic.com interactive 5%
17. Aegis Communications - b-to-b 50%; b-to-c 50%
Irving, TX (13) outbound 40%; inbound 60%
www.aegiscomgroup.com
18. EDS (*)(+) b-to-b 60%; b-to-c 40%
(Electronic Data Systems) - outbound 5%; inbound 92%;
Plano, TX (22) interactive 3%
www.eds.com
19. TCIM Services, Inc. (*)(+) - b-to-b 30%; b-to-c 70%
Wilmington, DE (14) outbound 45%; inbound 54%;
www.tcim.com interactive 1%
20. FutureCall, LLC - b-to-b 10%; b-to-c 90%
Colorado Springs, CO (4) outbound 95%; inbound 5%
www.futurecallinc.com
21. Technion Communications b-to-b 15%; b-to-c 85%
Corp. (+) - outbound 60%; inbound 35%;
Hollywood, FL (8) interactive 5%
www.technion.com
22. MarCom Technnlogies of the b-to-b 5%; b-to-c 95%
SR. Teleperformance Group) - outbound 90%; inbound 10%
Sunrise, FL (7)
www.callmarcom.com
23. Ron Weber & Assocs., Inc. - b-to-b 70%; b-to-c 30%
Milford, CT (7) outbound 45%; inbound 52.5%;
www.telethinking.com interactive 2.5%
24. LiveBridge, Inc. (+) - b-to-b 15%; b-to-c 85%
Portland, OR (6) outbound 50%; inbound 50%
www.livebridge.com
25. Ameridial, Inc. (*) - b-to-b 35%; b-to-c 65%
North Canton, OH (9) outbound 85%; inbound 15%
www.ameridial.com
26. ACI Telecentrics (+) - b-to-b 20%; b-to-c 80%
Minneapolis, MN (10) outbound 95%; inbound 5%
www.acitel.com
27. Telemarketing Concepts, Inc. - b-to-b 50%; b-to-c 50%
Yorktown Heights, NY (5) outbound 95%; inbound 5%
www.tcius.com
28. NSDI Teleperformance (part of b-to-b 10%; b-to-c 90%
the SR. Teleperformance Group) - outbound 75%; inbound 25%
Atlanta, GA (4)
www.nsditp.com
29. The Heritage Co. - b-to-b 50%; b-to-c 50%
Sherwood, AR (8) outbound 100%
www.theheritagecompany.com
30. ORC ProTel, Inc. - b-to-b 10%; b-to-c 90%
Lansing, IL (4) outbound 100%
www.orcprotel.com
31. Advanced Data-Comm, Inc. - b-to-b 90%; b-to-c 10%
Dubuque, IA (6) outbound 45%; inbound 55%
www.advanceddata.com
32. Call_Solutions - b-to-b 16%; b-to-c 84%
Waukesha, WI (8) outbound 23%; inbound 75%;
www.callsolutions.com interactive 2%
33. TeleServices Direct - b-to-b 25%; b-to-c 75%
Indianapolis, IN (5) outbound 90%; inbound 10%
www.teleservicesdirect.com
34. Charlton - b-to-b 30%; b-to-c 70%
Madison, WI (2) outboound 100%
www.tcgcorp.com
35. TeleTech Holdings, Inc. (*)(+) b-to-b 35%; b-to-c 65%
Englewood, CO (29) outbound 7.6%; inbound 88.5%;
www.teletech.com interactive 3.9%
36. CSC - A Division of Global b-to-b 75%; b-to-c 25%
Response Corp. - outbound 35%; inbound 60%;
Margate, FL (1) interactive 5%
www.globalresponse.com
37. Stream International (*) - b-to-c 100%
A Solectron Co. - outbound 4.9%; inbound 95.1%
Canton, MA (10)
www.stream.com
38. Tele-Response Center, Inc. b-to-b 20%; b-to-c 80%
- Philadelphia, PA (4) outbound 100%
www.teleresponse.com
39. Business Response, Inc. b-to-b 20%; b-to-c 80%
(part of the SR. outbound 50%; inbound 50%
Teleperformance Group) -
St. Louis, MO (5)
www.businessresponse.com
40. Protocol - Danvers, MA 9 b-to-b 30%; b-to-c 70%
(13) www.protocolusa.com outbound 30%; inbound 60%;
interactive 10%
41. King TeleScrvices (*) - b-to-b 30%; b-to-c 70%
New York, NY (4) outbound 40%; inbound 50%;
www.king-teleservices.com interactive 10%
42. Marketlink, Inc. - b-to-b 10%; b-to-c 90%
Des Moines, IA (5) outbound 100%
www.marketlinkinc.com
43. Cross Country Automotive b-to-c 100%
Services - Medford, MA (4) outbound 20%; inbound 80%
www.crosscountry-auto.com
44. Protocall Communications, b-to-b 80%; b-to-c 20%
Inc. - Laurel, MD (2) outbound 100%
www.telemarketingpays.com
45. Abacus Communications - b-to-b 13%; b-to-c 87%
Virginia Beach, VA (6) outbound 11%; inbound 88%;
www.callabacus.com interactive 1%
46. MSA Solutions (*) - b-to-b 10%; b-to-c 90%
Tempe, AZ (1) outbound 80%; inbound 15%;
www.msasolutions.com interactive 5%
47. ChaseCom - b-to-b 40%; b-to-c 60%
Houston, TX (2) outbound 95%; inbound 5%
www.chasecom.net
48. Henry M. Greene & Assocs. b-to-b 70%; b-to-c 30%
(*) - Lake Forest, IL (2) outbound 100%
www.greeneassoc.com
49. Dakotah Direct II, L.L.C. (*) - b-to-b 50%; b-to-c 50%
Spokane, WA (7) outbound 30%; inbound 70%
www.dakotahdirect.com
50. Kronos Connect (*) - b-to-b 10%; b-to-c 90%
Phoenix, AZ (1) outbound 30%; inbound 70%
www.kronosconnect.com
Company Name, Location,
Total Number of Call
Centers & Web Site Specialization
1. West Corp. (*) - Customer Acquisition,
Omaha, NE (36) Retention and Growth
www.west.com
2. DialAmerica Marketing, Inc. (+) - Customer Acquisition,
Mahwah, NJ (59) Retention and Growth
www.dialamerica.com
3. APAC Customer Services, Inc. (*) - Customer Care, Customer
Deerfield, IL (48) Acquisition, Third-Party
www.apaccustomerservices.com Administration
4. Teleperformance USA Financial Services,
(includes Market USA) (part Insurance, Customer
of the SR. Teleperformance Service
Group) (+) -
Salt Lake City, UT (35)
www.teleperformanceusa.com
5. TeleSpectrum Worldwide (*)(+) - Telecommunications,
King of Prussia, PA (11) Financial Services,
www.telespectrum.com Insurance
6. Convergys Corp. (*)(+) - Customer Service/Tech
Cincinnati, OH (37) Support, B-to-B Sales,
www.convergys.com Direct Response
7. Millennium Teleservices, LLC - Telecommunications,
Edison, NJ (35) Membership Services,
www.mmtel.com Financial Services
8. ICT Group (*)(+) - Telesales, Customer Care,
Langhorne, PA (32) Marketing Support
www.ictgroup.com Services
9. SITEL Corp. (+) - Customer Acquisition,
Baltimore, MD (30) Customer Care, Technical
www.sitel.com Support
10. RMH Teleservices (*)(+) - Customer Support, Sales
Bryn Mawr, PA (18)
www.rmht.com
11. GC Services Limited Teleservices, Financial
Partnership (*) - Services, Outsourcing
Houston, TX (34)
www.gcserv.com
12. Reese Brothers, Inc. (*) - Telecommunications,
Pittsburgh, PA (12) Membership Services,
www.reesebros.com Financial Services
13. InfoCision Management Corp. - Nonprofit/Religious/
Akron, 0H (7) Political Fund Raising,
www.infocision.com Sales. B-to-B
14. Access Direct Telemarketing,
Inc. (*) - Financial Services, High-
Cedar Rapids, IA (7) Tech Software/Hardware,
www.accdir.com Publications
15. Americall Corp. - Insurance, Credit Card
Naperville, IL (10) Acquisition, Financial
(part of the SR. Services
Teleperformance Group)
www.americallcorp.com
16. ClientLogic (*) - Customer Care,
Nashville, TN (14) Fulfillment, Marketing
www.clientlogic.com Services
17. Aegis Communications - Telecommunications,
Irving, TX (13) Financial Services, Cable/
www.aegiscomgroup.com Wireless
18. EDS (*)(+) Customer Care Services,
(Electronic Data Systems) - Technical Help Desk,
Plano, TX (22) Telemarketing
www.eds.com
19. TCIM Services, Inc. (*)(+) - Financial Services,
Wilmington, DE (14) Telecommunications,
www.tcim.com Web-enabled Outsourcing
20. FutureCall, LLC - Financial Services,
Colorado Springs, CO (4) Telecommunications,
www.futurecallinc.com Utilities
21. Technion Communications Pay-for-Performance
Corp. (+) - Programs, Customer Care,
Hollywood, FL (8) Multilingual
www.technion.com
22. MarCom Technnlogies of the Insurance, Financial
SR. Teleperformance Group) - Services, eCRM
Sunrise, FL (7)
www.callmarcom.com
23. Ron Weber & Assocs., Inc. - CRM, Database
Milford, CT (7) Development, Tech
www.telethinking.com Support/Help Desk
24. LiveBridge, Inc. (+) - Financial Services,
Portland, OR (6) Telecommunications,
www.livebridge.com Database Management
25. Ameridial, Inc. (*) - Database Enhancement,
North Canton, OH (9) Volunteer Recruitment,
www.ameridial.com Lead Capture
26. ACI Telecentrics (+) - Customer Service/Care,
Minneapolis, MN (10) Telecommunications,
www.acitel.com Financial Services
27. Telemarketing Concepts, Inc. - B-to-B Programs,
Yorktown Heights, NY (5) Membership Programs,
www.tcius.com Telecommunications
28. NSDI Teleperformance (part of CRM, Telemarketing,
the SR. Teleperformance Group) - Research
Atlanta, GA (4)
www.nsditp.com
29. The Heritage Co. - Donor Renewal, Donor
Sherwood, AR (8) Acquisition, Lapsed
www.theheritagecompany.com Donor Acquisition
30. ORC ProTel, Inc. - Membership Services,
Lansing, IL (4) Credit Card Acquisition,
www.orcprotel.com Lead Generation
31. Advanced Data-Comm, Inc. - B-to-B Sales, B-to-B
Dubuque, IA (6) Publishing
www.advanceddata.com Requalification, Third-
Party Verification
32. Call_Solutions - Customer Care, Customer
Waukesha, WI (8) Acquisition
www.callsolutions.com
33. TeleServices Direct - Financial Services,
Indianapolis, IN (5) Telecommunications,
www.teleservicesdirect.com Satellite/Cable
34. Charlton - Cable Television,
Madison, WI (2) Publishing, Cable
www.tcgcorp.com
35. TeleTech Holdings, Inc. (*)(+) Communications/Media,
Englewood, CO (29) Transport/Logistics,
www.teletech.com Financial Services
36. CSC - A Division of Global Automotive, Insurance,
Response Corp. - Catalog
Margate, FL (1)
www.globalresponse.com
37. Stream International (*) - High-Tech Areas, OEM
A Solectron Co. - Support, Dialup
Canton, MA (10) Broadband Tech Support
www.stream.com
38. Tele-Response Center, Inc. Fund Raising, Public
- Philadelphia, PA (4) Awareness, Financial
www.teleresponse.com Services
39. Business Response, Inc. Financial Services,
(part of the SR. Sales/Service, Customer
Teleperformance Group) - Care (CRM)
St. Louis, MO (5)
www.businessresponse.com
40. Protocol - Danvers, MA 9 Inbound Customer Care,
(13) www.protocolusa.com Outbound Sales, Inbound
Sales
41. King TeleScrvices (*) - Financial Services,
New York, NY (4) Telecommunications,
www.king-teleservices.com Proxy
42. Marketlink, Inc. - Customer Acquisition,
Des Moines, IA (5) Customer Retention,
www.marketlinkinc.com Customer Care
43. Cross Country Automotive Roadside Services,
Services - Medford, MA (4) Customer Management
www.crosscountry-auto.com Services. Telematics
44. Protocall Communications, Telecom Programs
Inc. - Laurel, MD (2)
www.telemarketingpays.com
45. Abacus Communications - Customer Service,
Virginia Beach, VA (6) Catalog Order Entry,
www.callabacus.com E-commerce
46. MSA Solutions (*) - Consumer Loan Services,
Tempe, AZ (1) Telecommunications,
www.msasolutions.com Retail Customer Care
47. ChaseCom - Data/Voice, Small
Houston, TX (2) Business Services,
www.chasecom.net Financial Services
48. Henry M. Greene & Assocs. Professional Publishing,
(*) - Lake Forest, IL (2) Lead Generation,
www.greeneassoc.com Financial Services
49. Dakotah Direct II, L.L.C. (*) - Insurance, Financial
Spokane, WA (7) Services,
www.dakotahdirect.com Telecommunications
50. Kronos Connect (*) - Health Care, Insurance,
Phoenix, AZ (1) Customer Management/
www.kronosconnect.com Retention
Company Name, Location,
Total Number of Call 2001
Centers & Web Site Ranking
1. West Corp. (*) - 1
Omaha, NE (36)
www.west.com
2. DialAmerica Marketing, Inc. (+) - 3
Mahwah, NJ (59)
www.dialamerica.com
3. APAC Customer Services, Inc. (*) - 2
Deerfield, IL (48)
www.apaccustomerservices.com
4. Teleperformance USA 11
(includes Market USA) (part
of the SR. Teleperformance
Group) (+) -
Salt Lake City, UT (35)
www.teleperformanceusa.com
5. TeleSpectrum Worldwide (*)(+) - 6
King of Prussia, PA (11)
www.telespectrum.com
6. Convergys Corp. (*)(+) - 4
Cincinnati, OH (37)
www.convergys.com
7. Millennium Teleservices, LLC - 7
Edison, NJ (35)
www.mmtel.com
8. ICT Group (*)(+) - 8
Langhorne, PA (32)
www.ictgroup.com
9. SITEL Corp. (+) - 5
Baltimore, MD (30)
www.sitel.com
10. RMH Teleservices (*)(+) - 21
Bryn Mawr, PA (18)
www.rmht.com
11. GC Services Limited 9
Partnership (*) -
Houston, TX (34)
www.gcserv.com
12. Reese Brothers, Inc. (*) - 10
Pittsburgh, PA (12)
www.reesebros.com
13. InfoCision Management Corp. - 16
Akron, 0H (7)
www.infocision.com
14. Access Direct Telemarketing,
Inc. (*) - 25
Cedar Rapids, IA (7)
www.accdir.com
15. Americall Corp. - 18
Naperville, IL (10)
(part of the SR.
Teleperformance Group)
www.americallcorp.com
16. ClientLogic (*) - n/a
Nashville, TN (14)
www.clientlogic.com
17. Aegis Communications - 11
Irving, TX (13)
www.aegiscomgroup.com
18. EDS (*)(+) 38
(Electronic Data Systems) -
Plano, TX (22)
www.eds.com
19. TCIM Services, Inc. (*)(+) - 15
Wilmington, DE (14)
www.tcim.com
20. FutureCall, LLC - 20
Colorado Springs, CO (4)
www.futurecallinc.com
21. Technion Communications 31
Corp. (+) -
Hollywood, FL (8)
www.technion.com
22. MarCom Technnlogies of the 24
SR. Teleperformance Group) -
Sunrise, FL (7)
www.callmarcom.com
23. Ron Weber & Assocs., Inc. - 17
Milford, CT (7)
www.telethinking.com
24. LiveBridge, Inc. (+) - 22
Portland, OR (6)
www.livebridge.com
25. Ameridial, Inc. (*) - 29
North Canton, OH (9)
www.ameridial.com
26. ACI Telecentrics (+) - 28
Minneapolis, MN (10)
www.acitel.com
27. Telemarketing Concepts, Inc. - 33
Yorktown Heights, NY (5)
www.tcius.com
28. NSDI Teleperformance (part of 23
the SR. Teleperformance Group) -
Atlanta, GA (4)
www.nsditp.com
29. The Heritage Co. - 34
Sherwood, AR (8)
www.theheritagecompany.com
30. ORC ProTel, Inc. - 32
Lansing, IL (4)
www.orcprotel.com
31. Advanced Data-Comm, Inc. - 40
Dubuque, IA (6)
www.advanceddata.com
32. Call_Solutions - n/a
Waukesha, WI (8)
www.callsolutions.com
33. TeleServices Direct - 27
Indianapolis, IN (5)
www.teleservicesdirect.com
34. Charlton - 42
Madison, WI (2)
www.tcgcorp.com
35. TeleTech Holdings, Inc. (*)(+) 26
Englewood, CO (29)
www.teletech.com
36. CSC - A Division of Global 37
Response Corp. -
Margate, FL (1)
www.globalresponse.com
37. Stream International (*) - n/a
A Solectron Co. -
Canton, MA (10)
www.stream.com
38. Tele-Response Center, Inc. 41
- Philadelphia, PA (4)
www.teleresponse.com
39. Business Response, Inc. 43
(part of the SR.
Teleperformance Group) -
St. Louis, MO (5)
www.businessresponse.com
40. Protocol - Danvers, MA 9 n/a
(13) www.protocolusa.com
41. King TeleScrvices (*) - 19
New York, NY (4)
www.king-teleservices.com
42. Marketlink, Inc. - n/a
Des Moines, IA (5)
www.marketlinkinc.com
43. Cross Country Automotive 48
Services - Medford, MA (4)
www.crosscountry-auto.com
44. Protocall Communications, n/a
Inc. - Laurel, MD (2)
www.telemarketingpays.com
45. Abacus Communications - 45
Virginia Beach, VA (6)
www.callabacus.com
46. MSA Solutions (*) - n/a
Tempe, AZ (1)
www.msasolutions.com
47. ChaseCom - n/a
Houston, TX (2)
www.chasecom.net
48. Henry M. Greene & Assocs. n/a
(*) - Lake Forest, IL (2)
www.greeneassoc.com
49. Dakotah Direct II, L.L.C. (*) - 30
Spokane, WA (7)
www.dakotahdirect.com
50. Kronos Connect (*) - n/a
Phoenix, AZ (1)
www.kronosconnect.com
(*)See page 32 for explanation
(+)See category B also
b-to-b = business-to-business
b-to-c = business-to-consumer
TOP 50 TELESERVICES AGENCIES -- CATEGORY B
Year Began
Company Name, Location, Phone Teleservices &
Total Number of Call Number & Size of Projects
Centers & Web Site Fax Number Accepted
1. SR. Teleperformance - +33 155764080 1978
Paris, France (81) +33 155768686 no minimum
www.srteleperformance.com
2. Call Center Alliance - +33 140937686 1992
Paris, France (10) +33 140937676 1,000 hrs.
www.callcenteralliance.com minimum
3. RMH Teleservices (*) - 800-367-5733 1983
Bryn Mawr, PA (7) 610-520-5356 5,000 hrs
www.rmht.com minimum
4. SITEL Corp. (*) - 410-246-1505 1985
Baltimore, MD (32) 410-246-0170 2,500 hrs.
www.sitel.com minimum
5. TeleTech Holdings, Inc. (*) - 303-397-8100 1982
Englewood, CO (22) 303-397-8671 10,000 hrs.
www.teletech.com minimum
6. Xentel DM Inc. (*) - 416-633-4646 1977
Toronto, Canada (21) 416-633-4643 500 hrs.
www.xentel.com minimum
7. TeleSpectrum Worldwide - 888-343-9870 1982
King of Prussia, PA (4) 610-878-7931 500 hrs.
www.tetespectrum.com minimum
8. ICT Group - 800-799-6880 1981
Langhorne, PA (12) 215-757-7877 2,000 hrs.
www.ictgroup.com minimum
9. Atesia S.P.A. (*) - +39 06729871 1989
Rome, Italy (4) +39 0672987820 1,000 hrs.
www.atesia.it minimum
10. Convergys Corp. (*) - 800-344-3000 1988
Cincinnati, OH (10) 513-458-1315 2,500 hrs.
www.convergys.com minimum
11. ACI Telecentrics - 612-928-4747 1986
Minneapolis, MN (2) 612-928-4701 1,000 hrs.
www.acitel.com minimum
12. Teleperformance USA 800-431-5101 1993
(includes Market USA) (part of 801-359-6843 500 hrs.
the SR. Teleperformance Group) - minimum
Salt Lake City. UT (3)
www.teleperformanceusa.com
13. TCIM (*) - 302-633-3000 1988
Wilmington, DE (1) 302-633-3270 2.000 hrs.
www.tcim.com minimum
14. LiveBridge. Inc. - 503-652-6000 1988
Portland, OR (4) 503-653-3994 1.000 hrs.
www.livebridge.com minimum
15. SODEMA, Inc. (*) - 514-287-1717 1984
Montreal, Canada (1) 514-287-1886 1.500 hrs.
www.sodema.com minimum
16. EDS (*) 972-604-6075 1986
(Electronic 972-604-3603 12 hrs.
Data Systems) - minimum
Plano, TX (5)
www.eds.com
17. VOXDATA - Montreal, 514-871-1920 1995
Canada (2) 514-871-2605 1,000 hrs.
www.voxdata.com minimum
18. Technion Communications 954-721-1994 1994
Corp. - 954-981-4321 5,000 hrs.
Hollywood, FL (2) minimum
www.technion.com
19. AFFINA - The Customer 877-4-AFFINA 1973
Relationship Co. - 309-679-4408 350 hrs./mo.
Peoria, IL (1) minimum
www.affina.com
20. DialAmerica Marketing, 201-327-0200 1957
Inc. - 201-327-4875 variable
Mahwah, NJ (59) minimum
www.dialamerica.com
Company Name, Location,
Total Number of Call
Centers & Web Site Type of Calling
1. SR. Teleperformance - b-to-b 25%; b-to-c 75%
Paris, France (81) outbound 57%; inbound 42%;
www.srteleperformance.com interactive 1%
2. Call Center Alliance - b-to-b 30%; b-to-c 70%
Paris, France (10) outbound 60%; inbound 40%
www.callcenteralliance.com
3. RMH Teleservices (*) - b-to-b 20%; b-to-c 80%
Bryn Mawr, PA (7) outbound 60%; inbound 40%
www.rmht.com
4. SITEL Corp. (*) - b-to-b 25%; b-to-c 75%
Baltimore, MD (32) outbound 35%; inbound 64%;
www.sitel.com interactive 1%
5. TeleTech Holdings, Inc. (*) - b-to-b 35%; b-to-c 65%
Englewood, CO (22) outbound 7.6%; inbound 88.5%;
www.teletech.com interactive 3.9%
6. Xentel DM Inc. (*) - b-to-b 35%; b-to-c 65%
Toronto, Canada (21) outbound 99%; inbound 1%
www.xentel.com
7. TeleSpectrum Worldwide - b-to-b 15%; b-to-c 85%
King of Prussia, PA (4) outbound 52%; inbound 44%;
www.tetespectrum.com interactive 4%
8. ICT Group - b-to-b 10%; b-to-c 90%
Langhorne, PA (12) outbound 50%; inbound 47%;
www.ictgroup.com interactive 3%
9. Atesia S.P.A. (*) - b-to-b 10%; b-to-c 90%
Rome, Italy (4) outbound 26%; inbound 71%;
www.atesia.it interactive 3%
10. Convergys Corp. (*) - b-to-b 25%; b-to-c 75%
Cincinnati, OH (10) outbound 20%; inbound 70%;
www.convergys.com interactive 10%
11. ACI Telecentrics - b-to-b 20%; b-to-c 80%
Minneapolis, MN (2) outbound 95%; inbound 5%
www.acitel.com
12. Teleperformance USA b-to-b 10%; b-to-c 90%
(includes Market USA) (part of outbound 70%; inbound 30%
the SR. Teleperformance Group) -
Salt Lake City. UT (3)
www.teleperformanceusa.com
13. TCIM (*) - b-to-b 30%; b-to-c 70%
Wilmington, DE (1) outbound 45%; inbound 54%;
www.tcim.com interactive 1%
14. LiveBridge. Inc. - b-to-b 15%; b-to-c 85%
Portland, OR (4) outbound 50%; inbound 50%
www.livebridge.com
15. SODEMA, Inc. (*) - b-to-b 20%; b-to-c 80%
Montreal, Canada (1) outbound 50%; inbound 50%
www.sodema.com
16. EDS (*) b-to-b 60%; b-to-c 40%
(Electronic outbound 5%; inbound 92%;
Data Systems) - interactive 3%
Plano, TX (5)
www.eds.com
17. VOXDATA - Montreal, b-to-b 25%; b-to-c 75%
Canada (2) outbound 40%; inbound 60%
www.voxdata.com
18. Technion Communications b-to-b 15%; b-to-c 85%
Corp. - outbound 60%; inbound 35%
Hollywood, FL (2) interactive 5%
www.technion.com
19. AFFINA - The Customer b-to-b 30%; b-to-c 70%
Relationship Co. - outbound 8%; inbound 90%;
Peoria, IL (1) interactive 2%
www.affina.com
20. DialAmerica Marketing, b-to-b 15%; b-to-c 85%
Inc. - outbound 90%; inbound 7%;
Mahwah, NJ (59) interactive 3%
www.dialamerica.com
Company Name, Location,
Total Number of Call 2001
Centers & Web Site Specialization Ranking
1. SR. Teleperformance - CRM/E-CRM 1
Paris, France (81) Teleservices, In- and
www.srteleperformance.com Outbound Telemarketing
2. Call Center Alliance - Customer Service, 2
Paris, France (10) Teleservices,
www.callcenteralliance.com Web Contact Center
3. RMH Teleservices (*) - Customer Support, Sales 5
Bryn Mawr, PA (7)
www.rmht.com
4. SITEL Corp. (*) - Customer Acquisition, 4
Baltimore, MD (32) Customer Care, Technical
www.sitel.com Support
5. TeleTech Holdings, Inc. (*) - Communications/Media, 7
Englewood, CO (22) Transport/Logistics,
www.teletech.com Financial Services
6. Xentel DM Inc. (*) - Fund Raising, Event 3
Toronto, Canada (21) Production/Promotion,
www.xentel.com Financial Services
7. TeleSpectrum Worldwide - Telecommunications, 6
King of Prussia, PA (4) Financial Services,
www.tetespectrum.com Insurance
8. ICT Group - Telesales, Customer Care, 9
Langhorne, PA (12) Marketing Support
www.ictgroup.com Services
9. Atesia S.P.A. (*) - CRM/E-CRM, Customer 11
Rome, Italy (4) Service, Sales Support
www.atesia.it
10. Convergys Corp. (*) - Customer Service/Tech 8
Cincinnati, OH (10) Support, B-to-B Sales,
www.convergys.com Direct Response
11. ACI Telecentrics - Customer Service/Care, 15
Minneapolis, MN (2) Telecommunications,
www.acitel.com Financial Services
12. Teleperformance USA Financial Services, n/a
(includes Market USA) (part of Insurance, Customer
the SR. Teleperformance Group) - Service
Salt Lake City. UT (3)
www.teleperformanceusa.com
13. TCIM (*) - Financial Services, n/a
Wilmington, DE (1) Telecommunications,
www.tcim.com Web-enabled Outsourcing
14. LiveBridge. Inc. - Financial Services, 14
Portland, OR (4) Telecommunications,
www.livebridge.com Database Management
15. SODEMA, Inc. (*) - Telecommunications, 12
Montreal, Canada (1) Financial Services,
www.sodema.com Help Desk
16. EDS (*) Customer Care Services, n/a
(Electronic Technical Help Desk,
Data Systems) - Telemarketing
Plano, TX (5)
www.eds.com
17. VOXDATA - Montreal, Financial Services, 13
Canada (2) Insurance,
www.voxdata.com Telecommunications
18. Technion Communications Pay-for-Performance n/a
Corp. - Programs, Customer Care,
Hollywood, FL (2) Multilingual
www.technion.com
19. AFFINA - The Customer Contact Management, 17
Relationship Co. - B-to-C Sales/Service,
Peoria, IL (1) CRM
www.affina.com
20. DialAmerica Marketing, Customer Acquisition, 19
Inc. - Retention and Growth
Mahwah, NJ (59)
www.dialamerica.com
(*)See page 32 for explanation
b-to-b = business-to-business
b-to-c = business-to-consumer
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