Twenty-second annual: Top 50 inbound Teleservices Agency Ranking.This is the twenty-second year Customer Inter@ction Solutions magazine brings you its "Top 50" Teleservices Agency Ranking. In this issue, we're presenting the "Top 50" inbound in·bound 1 adj. Bound inward; incoming: inbound commuter traffic. Adj. 1. inbound portion of the ranking. (The outbound out·bound adj. Outward bound; headed away: outbound trains. Adj. 1. outbound - that is going out or leaving; "the departing train"; "an outward journey"; "outward-bound ships" portion of the ranking was highlighted in the March 2007 issue.) Since its inception in 1986, our "Top 50" ranking has been used as the benchmark for choosing large-capacity/sized teleservices agencies. Ranking Basis Since the basis of our ranking is company size, Customer Inter@ction Solutions uses a measurable, third-party-verifiable aspect of teleservices to arrive at our list of the "Top 50" agencies: the number of minutes each agency was billed by each of its phone companies for telephone service for 12 months, encompassing November 2005 through October 2006. We have found this to be an accurate and reliable reflection of the amount of teleservices each agency does, and therefore, provides a true reflection of its size. Qualification Criteria To qualify for inclusion in this year's "Top 50," the agencies had to answer a questionnaire detailing the nature of their business and listing their number of billable minutes between November 2005 and October 2006. The questionnaire had to be verified with the signature of each agency's president/CEO. In addition, each agency had to submit a letter of verification from each of its telephone service providers certifying the number of minutes for which it billed the agency during the designated period. (Our sincere gratitude Gratitude agrimony traditional symbol for gratitude. [Flower Symbolism: Flora Symbolica, 172] Androcles because he had once extracted a thorn from its paw, the lion refrained from attacking Androcles in the arena. [Rom. Lit. is extended to all the carriers for their thorough and expeditious ex·pe·di·tious adj. Acting or done with speed and efficiency. See Synonyms at fast1. ex provision of these data.) Exceptions Agencies that did not supply this third-party verification TPV (Third party verification) is a process of getting an independent third party company to confirm that the customer is actually requesting a change or ordering a new service or product. were disqualified dis·qual·i·fy tr.v. dis·qual·i·fied, dis·qual·i·fy·ing, dis·qual·i·fies 1. a. To render unqualified or unfit. b. To declare unqualified or ineligible. 2. , with the exception of three circumstances CIRCUMSTANCES, evidence. The particulars which accompany a fact. 2. The facts proved are either possible or impossible, ordinary and probable, or extraordinary and improbable, recent or ancient; they may have happened near us, or afar off; they are public or : 1) a client of the service agency was billed directly for its telephone service and would not provide a letter of verification for anonymity reasons; 2) part of the billable minutes were with a foreign telecommunications Communicating information, including data, text, pictures, voice and video over long distance. See communications. carrier that could not provide the data by the deadline; 3) legitimate business situations prevented an agency from obtaining verification from certain of its carriers or a certain carrier. For each of these circumstances, we required a letter of explanation and signed verification of billable minutes pertaining per·tain intr.v. per·tained, per·tain·ing, per·tains 1. To have reference; relate: evidence that pertains to the accident. 2. to the explanation from the president/CEO of the agency. You will find an asterisk (1) See Asterisk PBX. (2) In programming, the asterisk or "star" symbol (*) means multiplication. For example, 10 * 7 means 10 multiplied by 7. The * is also a key on computer keypads for entering expressions using multiplication. next to the name of all "Top 50" agencies that supplied a portion of their verification from their president/CEO due to one of the three circumstances identified above. In all cases, from the questionnaires to the letters of verification, the agencies were warned that should falsification falsification /fal·si·fi·ca·tion/ (fawl?si-fi-ka´shun) lying. retrospective falsification unconscious distortion of past experiences to conform to present emotional needs. be detected, they would be disqualified from this and all future "Top 50" rankings. And indeed, Customer Inter@ction Solutions magazine's editorial staff carefully verified calculations, discrepancies and other aspects of the supplied information to ensure that this ranking is of true value to you. Understanding The Listings As you read through the following list of "Top 50" agencies, you will notice that we have provided a numerical numerical expressed in numbers, i.e. Arabic numerals of 0 to 9 inclusive. numerical nomenclature a numerical code is used to indicate the words, or other alphabetical signals, intended. ranking of 1 through 29 (1 being the largest), but have not revealed the number of billable minutes used to arrive at this ordering. This was done out of respect for the confidential nature of this information to the many agencies included here that are privately held corporations Noun 1. privately held corporation - a corporation owned by a few people; shares have no public market close corporation, closed corporation, private corporation . This year, only 29 companies met our minimum number of billable minutes to be ranked in the inbound "Top 50." You will notice that the "Top 50" inbound has been divided into four categories: A, B, C and D. Category A is composed of U.S. service agencies whose primary business function is the provision of telemarketing telemarketing, the practice of selling goods or services to customers by means of the telephone or of surveying consumer preferences in telephone conversations. services for outside firms. If you are considering an international teleservices campaign, Category B consists of international teleservices agencies. Again this year we have separated out all international teleservices done by U.S. agencies and ranked those companies' international minutes in the International category, Category B. Domestic companies that are also ranked in the International category are marked with a dagger ([dagger]) in their domestic ranking. Category C, which was introduced in 1998, is comprised of companies that provide purely interactive inbound services (no live operators). We added this category to reflect the growing demand for such interactive inbound services. Companies that are in the Domestic and International categories that are also ranked in the Interactive category are marked with a double dagger double dagger n. A reference mark (  ) used in printing and writing. Also called diesis.Noun 1. ([double dagger]) in their Domestic and International rankings Country specific See: Economic
Finally, Category D is the list of Top 50 Global Performers, which ranks companies according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. their aggregate outbound, inbound, interactive inbound and domestic and international minutes. We hope you will use this "Top 50" feature, both inbound and outbound portions, for your outsourcing (1) Contracting with outside consultants, software houses or service bureaus to perform systems analysis, programming and datacenter operations. Contrast with insourcing. See netsourcing, ASP, SSP and facilities management. needs throughout the year, and be sure to tell the companies you found them in Customer Inter@ction Solutions. Companies with enhanced listing are regular advertisers in Customer Inter@ction Solutions. CATEGORY A--U.S. DOMESTIC 1. ACS (Asynchronous Communications Server) See network access server. [dagger]* www.acs-inc.com 2. Teleperformance USA (part of the Teleperformance Group) [dagger][double dagger]* www.teleperformanceusa.com 3. SITEL Corp.; Omaha, NE [dagger][double dagger]* (A ClientLogic company) Ph: 800-445-6600; Fx: 402-963-4902 Web: www.sitel.com Year began providing teleservices: 1985 Size of projects accepted: Minimum 2,500 hours Type of calling: B-to-B: 30%; B-to-C: 70% Outbound: 30%; Inbound: 68%; Interactive Inbound: 2% Specialization A career option pursued by some attorneys that entails the acquisition of detailed knowledge of, and proficiency in, a particular area of law. As the law in the United States becomes increasingly complex and covers a greater number of subjects, more and more attorneys are : Customer care/technical support; customer acquisition; business process outsourcing Business process outsourcing (BPO) is the contracting of a specific business task, such as payroll, to a third-party service provider. Usually, BPO is implemented as a cost-saving measure for tasks that a company requires but does not depend upon to maintain its position in 4. ClientLogic [dagger][double dagger]* Ph: 615-301-7100; Fx: 615-301-7150 Web: www.clientlogic.com Year began providing teleservices: 1990 Size of projects accepted: Varies Type of calling: B-to-B: 10%; B-to-C: 90% Outbound: 5%; Inbound: 93%; Interactive Inbound: 2% Specialization: Customer care services; technical support; sales and retention solutions 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. [dagger][double dagger]* www.ictgroup.com 6. APAC Customer Services
APAC Customer Services, Inc. is a provider of customer interaction solutions to large corporations in the communications, financial services, insurance, healthcare, logistics, publishing, and hospitality , Inc. [dagger][double dagger]* www.apaccustomerservices.com 7. NCO Group NCO Group, Inc. (formerly North Collections Organization, Inc.) is a solutions provider specializing in managing customer service, outsourcing and accounts receivable for its clients. [dagger][double dagger]* www.ncogroup.com 8. GC Services Limited Partnership [dagger][double dagger]* www.gcserv.com 9. Telvista [dagger][double dagger]* www.telvista.com 10. AFFINA, LLC (Logical Link Control) See "LANs" under data link protocol. LLC - Logical Link Control [dagger][double dagger]* www.affina.com 11. The Connection [double dagger]* www.the-connection.com 12. DialAmerica Marketing, Inc. [double dagger]* www.dialamerica.com 13. TCIM TCIM Tivoli Compliance Insight Manager (IBM) TCIM Tactical Communications Interface Modem TCIM Tactical Communication Interface Module Services, Inc. www.tcim.com 14. Telerx [double dagger]* www.telerx.com 15. Alta Resources [double dagger]* www.altaresources.com 16. Americall Group Inc. [dagger] (part of the Teleperformance Group) www.americallgroup.com 17. InfoCision Management Corp. Ph: 330-668-1400; Fx: 330-668-1401 Web: www.infocision.com Year began providing teleservices: 1982 Size of projects accepted: Minimum 500 hours Type of calling: B-to-B: 10%; B-to-C: 90% Outbound: 80%; Inbound: 20% Specialization: political, non-profit and religious fundraising
18. Charlton www.tcgcorp.net 19. Alert Communications [double dagger] www.alertcom.com 20. O'Currance Teleservices www.ocurrance.com 21. AnswerNet Network www.answernetnetwork.com 22. American Customer Care, Inc. [double dagger] Ph: 800-267-0686; Fx: 800-267-0846 Web: www.americancustomercare.com Year began providing teleservices: 1986 Size of projects accepted: Minimum 600 hours Type of calling: B-to-B: 55%; B-to-C: 45% Outbound: 58%; Inbound: 38%; Interactive inbound: 4% Specialization: Customer service and help desk; outbound B-to-B; complete interaction management 23. Influent in·flu·ent adj. Flowing in or into. n. 1. An inflow, especially a tributary. 2. Ecology A nondominant organism in a community that exerts an important modifying effect. Inc. [dagger] Ph: 614-280-1600; Fx: 614-280-1610 Web: www.influentinc.com Year began providing teleservices: 1992 Size of projects accepted: Negotiable NEGOTIABLE. That which is capable of being transferred by assignment; a thing, the title to which may be transferred by a sale and indorsement or delivery. 2. Type of calling: B-to-B: 19.5%; B-to-C: 80.5% Outbound: 79.8%; Inbound: 20.2% Specialization: Insurance; business-to-business; enhancement services 24. Hamilton Contact Center Services www.hamiltontm.com 25. InService America www.inserviceamerica.com 26. Archway Marketing Services [dagger] www.archway.com 27. eTelecare Global Solutions [dagger][double dagger]* www.etelecare.com 28. OKS-Ameridial Inc. www.oksameridial.com 29. Vision-X, Inc. [dagger][double dagger]* www.vxiusa.com CATEGORY B--INTERNATIONAL 1. Teleperformance [double dagger] www.teleperformance.com 2. Teleperformance USA [double dagger]* (part of the Teleperformance Group) www.teleperformanceusa.com 3. SITEL Corp.; Omaha, NE [double dagger]* (A ClientLogic company) Ph: 800-445-6600; Fx: 402-963-4902 Web: www.sitel.com Year began providing teleservices: 1985 Size of projects accepted: Minimum 2,500 hours Type of calling: B-to-B: 30%; B-to-C: 70% Outbound: 30%; Inbound: 68%; Interactive Inbound: 2% Specialization: Customer care/technical support; customer acquisition; business process outsourcing 4. NCO Group [double dagger]* www.ncogroup.com 5. ClientLogic [double dagger]* Ph: 615-301-7100; Fx: 615-301-7150 Web: www.clientlogic.com Year began providing teleservices: 1990 Size of projects accepted: Varies Type of calling: B-to-B: 10%; B-to-C: 90% Outbound: 5%; Inbound: 93%; Interactive Inbound: 2% Specialization: Customer care services; technical support; sales and retention solutions 6. Intelenet [double dagger]* www.intelenetglobal.com 7. Telvista [double dagger]* www.telvista.com 8. ACS * www.acs-inc.com 9. ICT Group, Inc. [double dagger]* www.ictgroup.com 10. PCCW PCCW Pacific Century CyberWorks PCCW Palmer College of Chiropractic West (San Jose, California) Contact Center Business [double dagger]* www.pccw.com/contactcenter 11. Hispanic Teleservices Corp. * www.htc.to 12. Vision-X, Inc. [double dagger]* www.vxiusa.com 13. APAC Customer Services, Inc. [double dagger]* Web: www.apaccustomerservices.com 14. Archway Marketing Services www.archway.com 15. Voxdata * www.voxdata.com 16. GC Services Limited Partnership [double dagger]* www.gcserv.com 17. AFFINA, LLC [double dagger]* www.affina.com 18. eTelecare Global Solutions [double dagger]* www.etelecare.com 19. 24-7 INtouch www.24-7intouch.com 20. Influent Inc. Ph: 614-280-1600; Fx: 614-280-1610 Web: www.influentinc.com Year began providing teleservices: 1992 Size of projects accepted: Negotiable Type of calling: B-to-B: 19.5%; B-to-C: 80.5% Outbound: 79.8%; Inbound: 20.2% Specialization: Insurance; business-to-business; enhancement services CATEGORY C--INTERACTIVE INBOUND 1. PCCW Contact Center Business * 2. ICT Group, Inc. * 3. Teleperformance 4. SITEL Corp. (A ClientLogic company) 5. Teleperformance USA * (part of the Teleperformance Group) 6. Intelenet * 7. ClientLogic 8. Alta Resources * 9. Telerx * 10. Vision-X, Inc. * 11. APAC Customer Services, Inc. * 12. GC Services Limited Partnership * 13. DialAmerica Marketing, Inc. 14. Alert Communications 15. The Connection * 16. AFFINA, LLC * 17. American Customer Care, Inc. 18. eTelecare Global Solutions * 19. Telvista * 20. NCO Group * CATEGORY D--GLOBAL TOP 50 RANKING, AGGREGATE INBOUND & OUT-BOUND, DOMESTIC & INTERNATIONAL 1. Teleperformance 2. SITEL Corp., a ClientLogic company 3. Teleperformance USA 4. ACS 5. ClientLogic 6. NCO Group 7. Intelenet Global Services 8. ICT Group Inc. 9. APAC Customer Services Inc. 10. Telvista Inc. 11. InfoCision Management Corp. 12. DialAmerica Marketing Inc. 13. PCCW Contact Center Business 14. GC Services Limited Partnership 15. Americall Group Inc. 16. Influent Inc. 17. Vision-X, Inc. 18. TCIM Services, Inc. 19. AFFINA 20. Hispanic Teleservices Corp. 21. Epixtar 22. The Connection 23. Archway Marketing Services 24. Charlton 25. Telerx 26. eTelecare Global Solutions 27. Alta Resources 28. 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]. 29. American Customer Care, Inc. 30. The Heritage Company, Inc. 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 Inc. 32. AnswerNet Network 33. Hamilton Contact Center Services 34. 121 Direct Response 35. Voxdata 36. Alert Communications 37. O'Currance Teleservices 38. InService America 39. Greene, an RMG RMG Roularta Media Group RMG RiskMetrics Group, Inc. RMG Revenu Minimum Garanti (French: Guaranteed Minimum Income) RMG Risk Management Group RMG Ready Made Garment RMG Raw Materials Group (mining industry) Direct Company 40. 24-7 INtouch Inc. By Tracey E. Schelmetic Editorial Director, Customer Interaction Solutions |
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