For more than a quarter century, Customer Interaction Solutions has delivered its "Top 50" Teleservices Agency Ranking. And for the 26th time, we present our Outbound rankings (as always, the Inbound rankings will follow in the April issue). The Top 50 ranking has become the benchmark for businesses seeking high-capacity teleservices agencies.
Ranking and Qualification
The ranking of Outbound "Top 50" agencies is numerical, with 1 indicating the largest (highest call volume). We ranked the "Top 50" agencies based on the number of minutes each was billed by each of its phone companies for telephone service for 12 months, from November 2009 through October 2010. Qualifying teleservices agencies were required to submit responses to a detailed questionnaire, indicating the nature of their operations and listing the number of billable minutes for that period.
Verification, in the form of the signature of each agency's president/CEO was required, in addition to submitting a letter of verification from each telephone service provider used, certifying the number of minutes for which the providers billed the agencies during the evaluation period. Agencies that did not supply third-party verification were disqualified, with certain exceptions. In those situations, we allowed providers to certify a portion of the missing minutes with a letter of explanation and signed verification of billable minutes pertaining to the explanation from the president/CEO of the agency. There is an asterisk (*) next to the names of all such agencies.
There were 29 agencies meeting the minimum requirements for this year's rankings. Category A comprises of U.S. teleservices agencies; Category B consists of international teleservices agencies, along with international components of U.S.-based agencies (e.g., ranking the international billable minutes of those agencies). Agencies that appear in both categories are marked with a dagger ([dagger]).
Category A - U.S. Domestic
GC Services Limited Partnership (Houston, Texas) *
LiveOps (Santa Clara, Calif.) *
DialAmerica (Mahwah, N.J.) *
Teleperformance Group (Paris, France/Salt Lake City, Utah)
Alorica, Inc. (Chino, Calif.) *
PCCW Teleservices (Hong Kong) including Influent (Dublin, Ohio) * [dagger]
TCIM Services, Inc. (Wilmington, Del.) [dagger]
TMS Health (Boca Raton, Fla.)