Twentieth Annual Top 50 Inbound Teleservices Agencies Ranking

Ranking Basis

Because 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 2003 through October 2004. 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 2003 and October 2004. 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 these 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 small 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 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 45 (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. This year, only 45 companies met our minimum number of billable minutes to be ranked in the Top 50 inbound.

You will notice that the "Top 50" inbound has been divided into four categories: A, B, C and a global aggregate ranking. 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 composed 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]) in their Domestic and International rankings.

Finally, you'll see the list of Top 50 global performers, which ranks companies according to their aggregate outbound and inbound, and domestic and international minutes.

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.

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

Category A

1. Convergys * [dagger] [double dagger]

www.convergys.com

2. ClientLogic * [dagger] [double dagger]

www.clientlogic.com

3. GC Services Limited Partnership * [dagger] [double dagger]

www.gcserv.com

4. SITEL Corporation * [dagger]

www.sitel.com

5. Teleperformance USA * [dagger] [double dagger]

www.teleperformanceusa.com

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

www.apaccustomerservices.com

7. LiveBridge, Inc. *

www.livebridge.com

8. ICT Group, Inc. * [dagger] [double dagger]

www.ictgroup.com

9. Excell Services * [double dagger]

www.excellsvcs.com

10. NCO Customer Management Inc., a division of NCO Group * [dagger]

www.ncogroup.com

11. The Connection * [double dagger]

www.the-connection.com

12. Cross Country Automotive Services, Inc. [double dagger]

www.crosscountry-auto.com

13. AFFINA-The Customer Relationship Company * [double dagger]

www.affina.com

14. Technion Communications Corp. *

www.technion.com

15. Center Partners, Inc.

www.centerpartners.com

16. TCIM Services, Inc. * [double dagger]

www.tcim.com

17. Interactive Response Technologies *

www.callcenter.com

18. Telerx *

www.telerx.com

19. DialAmerica Marketing Inc. * [double dagger]

www.dialamerica.com

20. eTelecare Global Solutions * [dagger]

www.etelecare.com

21. Microdyne Outsourcing Inc. *

www.microdyne.com

22. InService America

www.inserviceamerica.com

23. Vision-X Inc. * [double dagger]

www.vxiusa.com

24. Americall Group Inc. (part of the SR. Teleperformance Group) [double dagger]

www.americallgroup.com

25. NOVO 1 (formerly Call_Solutions) *

www.novo1.com

26. Telespectrum Inc. * [dagger] [double dagger]

www.telespectrum.com

27. Alert Communications * [double dagger]

www.alertcom.com

28. Hamilton Contact Center Services

www.hamiltontm.com

29. InfoCision Management Corp. Ph: 330-668-1400; Fx: 330-668-1401

www.infocision.com

Year began providing teleservices: 1982

Size of projects accepted: Minimum 500 hours

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

Outbound: 83%; Inbound: 17%;

Interactive Inbound: 1%

Specialization: non-profit and religious fundraising, commercial sales and customer care, volunteer recruitment

30. Advanced Data-Comm, Inc. [double dagger]

Ph: 800-582-9501; Fx: 800-829-9780

www.advanced-data.com

Year began providing teleservices: 1988

Size of projects accepted: Minimum 20 hours

Type of calling: B-to-B: 71.5%;B-to-C:28.5%

Outbound: 48.23%; Inbound: 51.77%;

Interactive Inbound: 5.76%

Specialization: third-party verification, sales, publishing

31. AnswerNet Network

www.answernetnetwork.com

32. Influent Inc. [dagger]

www.influentinc.com

33. Global Response *

www.globalresponse.com

34. Archway Marketing Services

www.archway.com

35. ChoicePoint Precision Marketing

www.cp-pm.com

36. O'Currance Teleservices

www.ocurrance.com

37. MSA Solutions

www.msasolutions.com

38. Merkafon International (part of the SR. Teleperformance Group) [dagger]

www.merkafon.com

39. Synergy Solutions, Inc. *

www.synergysolutionsinc.com

40. OKS-Ameridial, Inc. *

www.oksameridial.com

41. Cnarlton

www.tcgcorp.net

42. The Heritage Company, Inc.

www.theheritagecompany.com

43. Millennium Teleservices

www.mmtel.com

44. Epixtar (formerly Innovative Marketing Strategies, Inc.)

www.epixtar.com

45. Teleservices Direct [dagger]

www.teleservicesdirect.com

CATEGORY B - International

1. Convergys [double dagger]

www.convergys.com

2. SR. Teleperformance [double dagger]

www.srteleperformance.com

3. NCO Customer Management Inc., a division of HCO Group * [double dagger]

www.ncogroup.com

4. SITEL Corporation * [double dagger]

www.sitel.com

5. ClientLogic * [double dagger]

www.clientlogic.com

6. MsourcE Corp. (MphasiS BPO Services) * [double dagger]

www.msource.net

7. eTelecare Global Solutions *

www.etelecare.com

8. ICT Group Inc. *

www.ictgroup.com

9. PCCW Contact Center Business * [double dagger]

www.pccw.com/contactcenter

10. ATESIA S.p.a. [double dagger]

www.atesia.it

11. Archway Marketing Services

www.archway.com

12. Hispanic Teleservices Corp. *

www.htc.to

13. Technion Communications Corp. *

www.technion.com

14. GC Services Limited Partnership * [double dagger]

www.gcserv.com

15. AFFINA-The Customer Relationship Company *

www.affina.com

16. Vision-X Inc. * [double dagger]

www.vxiusa.com

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

www.americallgroup.com

18. Influent Inc.

www.influentinc.com

19. Alert Communications *

www.alertcom.com

20. Xentel DM Incorporated *

www.xentel.com

CATEGORY C - Interactive Inbound

1. MsourcE Corp (MphasiS BPO Services)

www.msource.net

2. Convergys

www.convergys.com

3. ATESIA, S.p.a.

www.atesia.it

4. SR. Teleperformance

www.srteleperformance.com

5. PCCW Contact Center Business

www.pccw.com/contactcenter

6. ICT Group Inc.

www.ictgroup.com

7. ClientLogic

www.clientlogic.com

8. SITEL

www.sitel.com

9. Excell Services

www.excellsvcs.com

10. Telespectrum Inc.

www.telespectrum.com

11. DialAmerica Marketing Inc.

www.dialamerica.com

12. Advanced Data-Comm, Inc.

Ph: 800-582-9501;

Fx: 800-829-9780

www.advanced-data.com

Year began providing teleservices: 1988

Size of projects accepted: Minimum 20 hours

Type of calling: B-to-B: 71.5%;B-to-C:28.5%

Outbound: 48.23%; Inbound: 51.77%;

Interactive Inbound: 5.76%

Specialization: third-party verification, sales, publishing

13. GC Services Limited Partnership

www.gcserv.com

14. APAC Customer Services Inc.

www.apaccustomerservices.com

15. Cross Country Automotive Services Inc.

www.crosscountry-auto.com

GLOBAL TOP 50 RANKING, AGGREGATE INBOUND & OUTBOUND, DOMESTIC & INTERNATIONAL

1. SR. Teleperformance

www.srteleperformance.com

2. Convergys Corp. *

www.convergys.com

3. SITEL Corp. *

www.sitel.com

4. ClientLogic *

www.clientlogic.com

5. NCO Customer Management Inc. *

www.ncogroup.com

6. GC Services Limited Partnership *

www.gcserv.com

7. ICT Group, Inc. *

www.ictgroup.com

8. APAC Customer Services, Inc. *

www.apaccustomerservices.com

9. MsourcE Corp. *

www.msource.net

10. Millennium Teleservices

www.mmtel.com

11. LiveBridge, Inc. *

www.livebridge.com

12. DialAmerica Marketing Inc. *

www.dialamerica.com

13. eTelecare Global Solutions *

www.etelecare.com

14. InfoCision Management Corp.

Ph: 330-668-1400;

Fx: 330-668-1401

www.infocision.com

Year began providing teleservices: 1982

Size of projects accepted: Minimum 500 hours

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

Outbound: 83%; Inbound: 17%;

Interactive Inbound: 1%

Specialization: non-profit and religious fundraising, commercial sales and customer care, volunteer recruitment

15. Excell Services *

www.excellsvcs.com

16. Xentel DM Inc. *

www.xentel.com

17. TCIM Services, Inc. *

www.tcim.com

18. Technion Communications Corp. *

www.technion.com

19. PCCW Contact Center Business *

www.pccw.com/contact center

20. Telespectrum Inc. *

www.telespectrum.com

21. ATESIA S.p.a. *

www.atesia.it

22. Access Direct

www.accdir.com

23. Cross Country Automotive Services, Inc.

www.crosscountry-auto.com

24. Influent, Inc.

www.influentinc.com

25. AFFINA-The Customer Relationship Company *

www.affina.com

26. NOVO 1 (formerly Call_Solutions) *

www.novo1.com

27. Archway Marketing Services

www.archway.com

28. The Connection *

www.the-connection.com

29. Vision-X Inc. *

www.vxiusa.com

30. Hispanic Teleservices Corp. *

www.htc.to

31. Teleservices Direct

www.teleservicesdirect.com

32. ChoicePoint Precision Marketing

www.cp-pm.com

33. Center Partners, Inc.

www.centerpartners.com

34. Interactive Response Technologies *

www.callcenter.com

35. Epixtar (formerly Innovative Marketing Strategies, Inc.)

www.epixtar.com

36. Telerx *

www.telerx.com

37. Synergy Solutions, Inc. *

www.synergysolutionsinc.com

38. Charlton

www.tcgcorp.net

39. OKS-Ameridial, Inc. *

www.oksameridial.com

40. Microdyne Outsourcing Inc. *

www.microdyne.com

41. Advanced Data-Comm, Inc.

Ph: 800-582-9501; Fx: 800-829-9780

www.advanced-data.com

Year began providing teleservices: 1988

Size of projects accepted: Minimum 20 hours

Type of calling: B-to-B: 71.5%; B-to-C: 28.5%

Outbound: 48.23%; Inbound: 51.77%;

Interactive Inbound: 5.76%

Specialization: third-party verification, sales, publishing

42. The Heritage Company, Inc.

www.theheritagecompany.com

43. MSA Solutions

www.msasolutions.com

44. AnswerNet Network

www.answernetnetwork.com

45. Creative Marketing Strategies, Inc.

Ph: 800-793-2345; Fx: 856-404-6977

www.cmsgrp.com

Year began providing teleservices: 2000

Size of projects accepted: Minimum 250 hours

Type of calling: B-to-B: 40%; B-to-C: 60%

Outbound: 85%; Inbound: 15%

Specialization: financial, telecommunications, insurance

46. InService America

www.inserviceamerica.com

47. Alert Communications *

www.alertcom.com

48. Hamilton Contact Center Services

www.hamiltontm.com

49. Global Response *

www.globalresponse.com

50. Greene & Associates, Inc.

www.greeneassoc.com