Eighteenth-annual top 50 inbound teleservices agencies ranking

Eighteenth-annual top 50 inbound teleservices agencies ranking

CUSTOMER INTER@CTION Solutions(TM) Magazine’s

This is the eighteenth year Customer Inter@ction Solutions(R) magazine brings you its “Top 50” Teleservices Agency Ranking. In this issue, we’re presenting the “Top 50” inbound portion of the ranking. (The outbound portion of the ranking was highlighted in the April 2003 issue.) Since its inception in 1986, our “Top 50” ranking has been used as the benchmark for choosing large-capacity/sized teleservices agencies.

Ranking Basis

Since the basis of our ranking is company size, Customer Inter@ction Solutions(R) uses a measurable, third-party-verifiable aspect of teleservices to arrive at our list of the “Top 50” agencies: the number of minutes each agency was billed by each of its phone companies for telephone service for 12 months, encompassing November 2001 through October 2002. We have found this to be an accurate and reliable reflection of the amount of teleservices each agency does, and therefore, provides a true reflection of its size.

Qualification Criteria

To qualify for inclusion in this year’s “Top 50,” the agencies had to answer a questionnaire detailing the nature of their business and listing their number of billable minutes between November 2001 and October 2002. The questionnaire had to be verified with the signature of each agency’s president/CEO. In addition, each agency had to submit a letter of verification from each of its telephone service providers certifying the number of minutes for which it billed the agency during the designated period. (Our sincere gratitude is extended to all the carriers for their thorough and expeditious provision of this data.)

Exceptions

Agencies that did not supply this third-party verification were disqualified, with the exception of three circumstances: 1) a client of the service agency was billed directly for its telephone service and would not provide a letter of verification for anonymity reasons; 2) part of the billable minutes were with a foreign telecommunications carrier that could not provide the data by the deadline; 3) legitimate business situations prevented an agency from obtaining verification from certain of its carriers or a certain carrier. For each of these circumstances, we required a letter of explanation and signed verification of billable minutes pertaining to the explanation from the president/CEO of the agency. You will find an asterisk 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 be detected, they would be disqualified from this and all future “Top 50” rankings. And indeed, Customer Inter@ction Solutions(R) 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 ranking of 1 through 50 (1 being the largest), but have not revealed the number of billable minutes used to arrive at this ordering. This was done out of respect for the confidential nature of this information to the many agencies included here that are privately held corporations.

You will notice that the “Top 50” inbound has been divided into three categories: A, B and C. Category A is composed of U.S. service agencies whose primary business function is provision of telemarketing 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 ([dagger]) in their Domestic and International rankings.

This year, to give you a better picture of what is going on in this ever-shrinking world, we here present a look a the Top 5 Global Performers, which combines the minutes from the U.S. Domestic rankings with those of the International rankings. In the inbound category, the Top 5 Global Performers are:

1. Convergys Corp.

2. TeleTech Holdings, Inc.

3. SR, Teleperformance

4. SITEL Corp.

5. ClientLogic

We hope you will use this “Top 50” feature, both inbound and outbound portions, for your outsourcing needs throughout the year, and be sure to tell the companies you found them in Customer Inter@ction Solutions(R).

Companies with enhanced listing are regular advertisers in Customer Inter@ction Solutions(R).

Category A

1. Converges Corp.* ([dagger])([double dagger])

Ph: 800-344-3000; Fx: 513-458-1315

Web: www.convergys.com

E-mail: marketing@convergys.com

Year began providing teleservices: 1986

Size of projects accepted: Minimum 5,000 hours

Type of calling: B-to-B – 25%; B-to-C – 75%

Outbound: 10%; Inbound: 80%; Interactive Inbound: 10%

Specialization: Customer Service/Tech

Support, B-to-B Sales, IVR/ASR

2. Teletech Holdings, Inc.* (www.teletech.com) ([dagger])([double dagger])

3. Precision Response Corp.*

Ph: 800-CALL-PRC; Fx: 954-693-4466

Web: www.prcnet.com

E-mail: sales@prcnet.com

Year began providing teleservices: 1982

Size of projects accepted: Minimum 5,000 hours

Type of calling: B-to-B – 36%; B-to-C – 64%

Outbound: 6%; Inbound: 94%

Specialization: Telecom, Consumer Products/Services, Financial

4. GC Services Limited Partnership* (www.gcserv.com) ([double dagger])

5. ClientLogic* (www.clientlogic.com)([dagger])([double dagger])

6. APAC Customer Services, Inc.* ([double dagger])

Ph: 847-374-4980; Fx: 847-236-5490

Web: www.apaccustomerservices.com

Year began providing teleservices: 1973

Size of projects accepted: Varies

Type of calling: B-to-B – 18%; B-to-C – 82%

Outbound: 29%; Inbound: 69%; Interactive Inbound: 2%

Specialization: Customer Care/Acquisition, CRM, Sales Solutions

7. Sykes Enterprises, Inc.* (www.sykes.com) ([dagger])

8. SITEL Corp.* (www.sitel.com) ([dagger])([double dagger])

9. Excell Agent Services, LLC* (www.excellagent.com)

10. Teleperformance USA (part of the SR. Teleperformance Group)

Ph: 801-359-6843; Fx: 801-359-6855

Web: www.teleperformanceusa.com

E-mail: inquire@teleperformanceusa.com

Year began providing teleservices: 1993

Size of projects accepted: Minimum 500 hours

Type of calling: B-to-B – 35%; B-to-C – 65%

Outbound: 63%; Inbound: 37%

Specialization: Financial Services, Insurance, Customer Service

11. ICT Group, Inc.* (www.ictgroup.com) ([dagger])

12. The Telvista Company* ([dagger])([double dagger])

Ph: 972-312-6000; Fx: 972-312-6048

Web: www.telvista.com

E-mail: busdev@telvista.com

Year began providing teleservices: 1997

Size of projects accepted: Minimum 720 hours

Type of calling: B-to-B -5%; B-to-C – 95%

Outbound: 30%; Inbound: 70%

Specialization: Tech Support, Customer Service, Help Desk

13. LiveBridge, Inc. (www.livebridge.com)

14. RMH Teleservices, Inc.* (www.rmh.com) ([dagger])

15. StarTek, Inc.* ([dagger])

Ph: 303-399-2400; Fx: 303-388-9795

Web: www.startek.com

E-mail: dstille@startek.com

Year began providing teleservices: 1989

Size of projects accepted: Minimum 2,000 hours

Type of calling: B-to-B – 90%; B-to-C – 10%

Inbound: 100%

Specialization: Telecommunications

16. Abacus Communications LC* (www.callabacus.com)

17. Center Partners, Inc. ([double dagger])

Ph: 800-519-3532; Fx: 970-206-8434

Web: www.centerpartners.com

E-mail: info@centerpartners.com

Year began providing teleservices: 1997

Size of projects accepted: Negotiable

Type of calling: B-to-B – 8%; B-to-C – 92%

Outbound: 15%; Inbound: 80%; Interactive Inbound: 5%

Specialization; Loyalty & Retention, Help Desk, Customer Care

18. The Connection (www.the-connection.com)

19. AFFINA – The Customer Relationship Co.* (www.affina.com) ([dagger])([double dagger])

20. TeleSpectrum* (www.telespectrum.com) ([dagger])([double dagger])

21. TCIM Services, Inc.* (www.tcim.com)

22. Protocol (www.protocolusa.com)

23. Aon Innovative Solutions* (www.aoninnovativesolutions.com)

24. Technion Communications Corp.* (www.technion.com)

25. Phase 2 Solutions, Inc. (www.phase2solutions.com)

26. Cross Country Automotive Services, Inc. (www.crosscountry-auto.com)

27. Aradiant Corp. (www.aradiant.com)

28. Telerx* (www.telerx.com)

29. OSC Teleservices (www.oscteleservices.com) ([double dagger])

30. Kronos Connect* (www.kronosconnect.com)

31. Call_Solutions (www.callsolutions.com)

32. InService America, Inc. (www.inserviceamerica.com) ([double dagger])

33. !nPulse Response Group (formerly The AfterMarket Co.) (www.theaftermarketcompany.com)

34. King TeleServices LLC* (www.king-teleservices.com)

35. DialAmerica Marketing, Inc.* (www.dialamerica.com) ([double dagger])

36. VXI (www.vxiusa.com)

37. Alert Communications Co.* (www.alertcom.com)

38. The Product Line* (www.holdendirect.com)

39. CCC Interactive Corp.

Ph: 713-289-8300; Fx: 713-289-8710

Web: www.cccinteractive.com

E-mail: sales@cccinteractive.com

Year began providing teleservices: 1999

Size of projects accepted: Variable Minimum

Type of calling: B-to-B – 25%; B-to-C – 75%

Outbound: 30%; Inbound: 70%

Specialization: Financial Services, Energy, Consumer Products

40. Edcor (www.edcor.com)

41. Archway Marketing Services (formerly Gage Marketing Services) (www.archway.com) ([dagger])

42. Americall Group Inc. (part of the SR. Teleperformance Group)

Ph: 800-688-0078; Fx: 630-955-9955

Web: www.americallgroup.com

E-mail: gakestler@americallgroup.com

Year began providing teleservices: 1984

Size of projects accepted: Minimum 5,000 hours

Type of calling: B-to-B – 3%; B-to-C – 97%

Outbound: 84%; Inbound: 16%

Specialization: Financial Services, Insurance, CRM

43. Advanced Data-Comm* (www.advanced-data.com)

44. Global Response (www.globalresponse.com)

45. InfoCision Management Corp.

Ph: 330-668-1400; Fx: 330-668-1401

Web: www.infocision.com

E-mail: tina.boyes@infocision.com

Year began providing teleservices: 1982

Size of projects accepted: Minimum 500 hours

Type of calling: B-to-B – 15%; B-to-C – 85%

Outbound: 90%; Inbound: 9%; Interactive Inbound: 1%

Specialization: Political/Nonprofit/Religious Fundraising, Commercial Sales, Volunteer Recruitment

46. FutureCall LLC

Ph: 719-867-7100; Fx: 719-457-1130

Web: www.futurecall.com

E-mail: info@futurecall.com

Year began providing teleservices: 1988

Size of projects accepted: Minimum 500 hours

Type of calling: B-to-B -15%; B-to-C – 85%

Outbound: 87%; Inbound: 13%

Specialization: Inbound Sales, Data Modeling, Outbound Customer Acquisition

47. Centris Information Systems (www.centrisinfo.com) ([dagger])([double dagger])

48. Answernet Network (www.answernetnetwork.com)

49. The Jay Group (www.jaygroup.com)

50. Millennium Teleservices LLC (www.mmtel.com)

CATEGORY B – International

1. SR. Teleperformance ([double dagger])

Ph: +33 1 55 76 40 80; Fx: +33 1 55 76 86 86

Web: www.srteleperformance.com

Year began providing teleservices: 1978

Size of projects accepted: No Minimum

Type of calling: B-to-B – 25%; B-to-C – 75%

Outbound: 40%; Inbound: 60%

Specialization: CRM, Teleservices, Inbound/Outbound Telemarketing

2. Convergys Corp.* ([double dagger])

Ph: 800-344-3000; Fx: 513-458-1315

Web: www.convergys.com

E-mail: marketing@convergys.com

Year began providing teleservices: 1986

Size of projects accepted: Minimum 2,500 hours

Type of calling: B-to-B – 25%; B-to-C – 75%

Outbound: 10%; Inbound: 80%; Interactive Inbound: 10%

Specialization: Customer Service/Tech Support, B-to-B Sales, IVR/ASR

3. Teletech Holdings, Inc.* (www.teletech.com) ([double dagger])

4. SITEL Corp.* (www.sitel.com) ([double dagger])

5. Call Center Alliance (www.callcenteralliance.com) ([double dagger])

6. RMH Teleservices, Inc.* (www.rmh.com)

7. ClientLogic* (www.clientlogic.com) ([double dagger])

8. Atesia S.p.A. (www.atesia.it) ([double dagger])

9. Sykes Entetprises, Inc.* (www.sykes.com)

10. TeleSpectrum* (www.telespectrum.com) ([double dagger])

11. StarTek, Inc.*

Ph: 303-399-2400; Fx: 303-388-9795

Web: www.startek.com

E-mail: dstille@startek.com

Year began providing teleservices: 1989

Size of projects accepted: Minimum 2,000 hours

Type of calling: B-to-B – 90%; B-to-C – 10%

Inbound: 100%

Specialization: Telecommunications

12. ICT Group, Inc.* (www.ictgroup.com)

13. Watts Communications Inc.* (www.wattscommunications.com)

14. Help Desk NOW (www.helpdesknow.com)

15. Archway Marketing Services (formerly Gage Marketing Services) (www.archway.com)

16. The Telvista Company* ([double dagger])

Ph: 972-312-6000; Fx: 972-312-6048

Web: www.telvista.com

E-mail: busdev@telvista.com

Year began providing teleservices: 1997

Size of projects accepted: Minimum 720 hours

Type of calling: B-to-B -5%; B-to-C – 95%

Outbound: 30%; Inbound: 70%

Specialization: Tech Support, Customer Service, Help Desk

17. Voxdata Solutions (www.voxdata.com)

18. Centris Information Systems (www.centrisinfo.com) ([double dagger])

19. ACI Telecentrics (www.acitel.com)

20. AFFINA – The Customer Relationship Co. (www.affina.com) ([double dagger])

CATEGORY C Interactive Inbound

1. XO Interactive, Inc. (a wholly owned subsidiary of XO Communications (www.xo.com)

2. Converges Corp.*

Ph: 800-344-3000; Fx: 513-458-1315

Web: www.convergys.com

E-mail: marketing@convergys.com

Year began providing teleservices: 1986

Size of projects accepted: Minimum 5,000 hours

Type of calling: B-to-B – 25%; B-to-C – 75%

Outbound: 10%; Inbound: 80%; Interactive Inbound: 10%

Specialization: Customer Service/Tech Support, B-to-B Sales, IVR/ASR

3. ClientLogic* (www.clientlogic.com)

4. Prosodie Interactive (www.prosodieinteractive.com)

5. Teletech Holdings, Inc.* (www.teletech.com)

6. Voice Mail Broadcasting Corp. (www.vmbc.com)

7. Call Center Alliance (www.callcenteralliance.com)

8. SITEL Corp.* (www.sitel.com)

9. AFFINA – The Customer Relationship Co.* (www.affina.com)

10. OSC Teleservices (www.oscteleservices.com)

11. InService America, Inc. (www.inserviceamerica.com)

12. TeleSpectrum* (www.telespectrum.com)

13. DialAmerica Marketing, Inc.* (www.dialamerica.com)

14. APAC Customer Services, Inc.*

Ph: 847-374-4980; Fx: 847-236-5490

Web: www.apaccustomerservices.com

Year began providing teleservices: 1973

Size of projects accepted: Varies

Type of calling: B-to-B – 18%; B-to-C – 82%

Outbound: 29%; Inbound: 69%; Interactive Inbound: 2%

Specialization: Customer Care/Acquisition, CRM, Sales Solutions

15. SR. Teleperformance

Ph: +33 1 55 76 40 80; Fx: +33 1 55 76 86 86

Web: www.srteleperformance.com

Year began providing teleservices: 1978

Size of projects accepted: No Minimum

Type of calling: B-to-B – 25%; B-to-C – 75%

Outbound: 40%; Inbound: 60%

Specialization: CRM, Teleservices, Inbound/Outbound Telemarketing

16. GC Services Limited Partnership* (www.gcserv.com)

17. The Telvista Company*

Ph: 972-312-6000; Fx: 972-312-6048

Web: www.telvista.com

E-mail: busdev@telvista.com

Year began providing teleservices: 1997

Size of projects accepted: Minimum 720 hours

Type of calling: B-to-B -5%; B-to-C – 95%

Outbound: 30%; Inbound: 70%

Specialization: Tech Support, Customer Service, Help Desk

18. Centris Information Systems (www.centrisinfo.com)

19. Center Partners, Inc.

Ph: 800-519-3532; Fx: 970-206-8434

Web: www.centerpartners.com

E-mail: info@centerpartners.com

Year began providing teleservices: 1997

Size of projects accepted: Negotiable

Type of calling: B-to-B – 8%; B-to-C – 92%

Outbound: 15%; Inbound: 80%; Interactive Inbound: 5%

Specialization: Loyalty & Retention, Help Desk, Customer Care

20. Atesia S.p.A. (www.atesia.it)

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