Rankings: Global Outsourcing Call Centers

[ryam]

What's your call center's ranking???


GLOBAL OUTSOURCING CALL CENTER SUMMIT
May 24-26, 2005 - Dallas, TX
(http://www.tmcnet.com/gccos/top50-awards.htm#outbound)

Gala Top 50/MVP Quality Reception & Dinner

Each year, the Top 50 Inbound and Outbound Teleservices Agencies (see below) -- as well as those honored with MVP Quality Awards -- gather at TMC’s Gala Reception & Dinner. This year's awards dinner will be held on Wednesday, May 25 at 7:30pm following a networking reception sponsored by Interactive Intelligence. Come relax, share ideas, and help us recognize the industry’s most successful companies.



Customer Interaction Solutions
2005 “Top 50” Teleservices (Inbound) Rankings
.................................................................
CATEGORY A
.................................................................

1. Convergys
2. ClientLogic
3. GC Services Limited Partnership
4. SITEL Corporation
5. Teleperformance USA
6. APAC Customer Services, Inc.
7. LiveBridge, Inc.
8. ICT Group, Inc.
9. Excell Services
10. NCO Customer Management Inc., a division of NCO Group
11. The Connection
12. Cross Country Automotive Services, Inc.
13. AFFINA - The Customer Relationship Company
14. Technion Communications Corp.
15. Center Partners, Inc.
16. TCIM Services, Inc.
17. Interactive Response Technologies
18. Telerx
19. DialAmerica Marketing Inc.
20. eTelecare Global Solutions
21. Microdyne Outsourcing Inc.
22. InService America
23. Vision-X Inc.
24. Americall Group Inc. (part of the SR. Teleperformance Group)
25. NOVO 1 (formerly Call_Solutions)
26. Telespectrum Inc.
27. Alert Communications
28. Hamilton Contact Center Services
29. InfoCision Management Corp.
30. Advanced Data-Comm, Inc.
31. AnswerNet Network
32. Influent, Inc.
33. Global Response
34. Archway Marketing Services
35. ChoicePoint Precision Marketing
36. O'Currance Teleservices
37. MSA Solutions
38. Merkafon International
39. Synergy Solutions, Inc.
40. OKS-Ameridial, Inc.
41. Charlton
42. The Heritage Company, Inc.
43. Millennium Teleservices
44. Epixtar (formerly Innovative Marketing Strategies, Inc.)
45. Teleservices Direct
.................................................................
CATEGORY B - INTERNATIONAL
.................................................................

1. Convergys
2. SR. Teleperformance
3. NCO Customer Management Inc., a division of NCO Group (formerly RMH Teleservices)
4. SITEL Corporation
5. ClientLogic
6. MsourcE Corp. (MphasiS BPO Services)
7. eTelecare Global Solutions
8. ICT Group Inc.
9. PCCW Contact Center Business
10. ATESIA S.p.a.
11. Archway Marketing Services
12. Hispanic Teleservices Corp.
13. Technion Communications Corp.
14. GC Services Limited Partnership
15. AFFINA – The Customer Relationship Company
16. Vision-X Inc.
17. Americall Group Inc. (part of the SR. Teleperformance Group)
18. Influent Inc.
19. Alert Communications
20. Xentel DM Incorporated
.................................................................
CATEGORY C ― INTERACTIVE INBOUND
.................................................................

1. MsourcE Corp (MphasiS BPO Services)
2. Convergys
3. ATESIA, S.p.a
4. SR. Teleperformance
5. PCCW Contact Center Business
6. ICT Group Inc.
7. ClientLogic
8. SITEL
9. Excell Services
10. Telespectrum Inc.
11. DialAmerica Marketing Inc.
12. Advanced Data-Comm, Inc.
13. GC Services Limited Partnership
14. APAC Customer Services Inc.
15. Cross Country Automotive Services Inc.
.................................................................
GLOBAL TOP 50 RANKING, AGGREGATE INBOUND &
OUTBOUND, DOMESTIC & INTERNATIONAL
.................................................................
1. SR. Teleperformance
2. Convergys Corp.
3. SITEL Corp.
4. ClientLogic
5. NCO Customer Management Inc. (formerly RMH Teleservices)
6. GC Services Limited Partnership
7. ICT Group, Inc.
8. APAC Customer Services, Inc.
9. MsourcE Corp.
10. Millennium Teleservices
11. LiveBridge, Inc.
12. DialAmerica Marketing Inc.
13. eTelecare Global Solutions
14. InfoCision Management Corp.
15. Excell Services
16. Xentel DM Inc.
17. TCIM Services, Inc.
18. Technion Communications Corp.
19. PCCW Contact Center Business
20. Telespectrum Inc.
21. ATESIA S.p.a.
22. Access Direct
23. Cross Country Automotive Services
24. Influent, Inc.
25. AFFINA
26. NOVO 1 (formerly Call_Solutions)
27. Archway Marketing Services
28. The Connection
29. Vision-X Inc.
30. Hispanic Teleservices Corp.
31. Teleservices Direct
32. ChoicePoint Precision Marketing
33. Center Partners, Inc.
34. Interactive Response Technologies
35. Epixtar (formerly Innovative Marketing Strategies, Inc.)
36. Telerx
37. Synergy Solutions, Inc.
38. Charlton
39. OKS-Ameridial, Inc.
40. Microdyne Outsourcing Inc.
41. Advanced Data-Comm, Inc.
42. The Heritage Company, Inc.
43. MSA Solutions
44. AnswerNet Network
45. Creative Marketing Strategies, Inc.
46. InService America
47. Alert Communications
48. Hamilton Contact Center Services
49. Global Response
50. Greene & Associates, Inc.




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Customer Interaction Solutions
2005 “Top 50” Teleservices (Outbound) Rankings
.................................................................
CATEGORY A
.................................................................

1. Millennium Teleservices LLC
2. DialAmerica Marketing, Inc.
3. ICT Group, Inc.
4. InfoCision Management Corp.
5. Americall Group Inc. (part of the SR. Teleperformance Group)
6. APAC Customer Services, Inc.
7. SITEL Corp.
8. Convergys Corp.
9. GC Services Limited Partnership
10. ClientLogic
11. Access Direct
12. Teleperformance USA (part of the SR. Teleperformance Group)
13. TCIM Services, Inc.
14. NCO Customer Management Inc., a division of NCO Group(formerly RMH Teleservices)
15. NOVO 1, Inc. (formerly Call_Solutions)
16. Influent Inc.
17. ChoicePoint Precision Marketing
18. Epixtar (formerly Innovative Marketing Strategies, Inc.)
19. Charlton
20. The Heritage Company, Inc.
21. Technion Communications Corp.
22. Synergy Solutions, Inc.
23. Teleservices Direct
24. Cross Country Automotive Services, Inc.
25. LiveBridge, Inc.
26. OKS Ameridial
27. Creative Marketing Services, Inc.
28. Vision-X, Inc.
29. MSA Solutions
30. TeleSpectrum, Inc.
31. Advanced Data-Comm, Inc.
32. Answernet Network
33. Merkafon International (part of the SR. Teleperformance Group)
34. Greene & Associates, Inc.
35. Microdyne Outsourcing, Inc.
36. Interactive Response Technologies
37. AFFINA - The Customer Relationship Company
38. The Connection
39. Center Partners
.................................................................
CATEGORY B - INTERNATIONAL
.................................................................

1. SR. Teleperformance
2. MsourcE Corp.
3. NCO Customer Management Inc., (a division of NCO Group) (formerly RMH Teleservices)
4. SITEL Corp.
5. Xentel DM Inc.
6. ICT Group, Inc.
7. TeleSpectrum Worldwide
8. ClientLogic
9. Convergys Corp.
10. eTelecare Global Solutions
11. Atesia S.p.A.
12. Teleperformance USA (part of the SR. Teleperformance Group)
13. PCCW Contact Center Business
14. TCIM Services, Inc.
15. GC Services Limited Partnership
16. Teleservices Direct
17. Influent Inc.
18. Millennium Teleservices LLC
19. APAC Customer Services, Inc.
20. OKS Ameridial

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[girl_in_pink]

ano yung basis nila for this? is this global?? bakit nawala yung daksh??? and nauna ata yung clientlogic sa convergys??? galing ha...

[geekhead]

Technion is right there bakit kaya nagsara? :confused:

[girl_in_pink]

***** global nga yan...pero kahit na..prang...wala lang..hhehe

[girl_in_pink]

***** global nga yan...pero kahit na..prang...wala lang..hhehe..nasaan ang people support?? di ba okay din naman sila?

[ryam]

***** global nga yan...pero kahit na..prang...wala lang..hhehe..nasaan ang people support?? di ba okay din naman sila?

People support...hmmm...kasi i think u really need to have a global presence to be part of the rankings.

Example:Etelecare is there because they've acquired one US call center and one in india too. And they started operations locally. On the other hand, Ambergris is not on the list because they do not have any sites outside the Philippines.

Not too sure why People Support and Sykes are not there. Maybe they decided not to participate. Baka optional lang. :) Watchatink?

[idiot-savant]

Don't be misled by the rankings. This does not take into account all international calls centers. So what is it based on?

TMC is a media tech or industry publishing company that sponsors the Global Call Center Outsourcing Summit. This is an annual gathering of "member" companies who are part of the Contact Solutions Association list in the US. So if you're not a member-company, you don't get invited to the annual gala dinner. The basis for the so-called awards is peer voting (dependent on shares voting of the board) and sponsor-votes (technology suppliers for VoIP firms, network telephony firms and other IT suppliers.)

The so called "awards" are not really internationally recognized and does not have the quality basis eventhough the summit gives out "MVP Quality Award" - it really is based on peer voting for member-companies who attended the summit.

Sykes, as a company, has taken to participate in more serious internationally-recognized certifications or revenue market intelligence surveys than association awards. (It's the nature of Sykes' cockiness and arrogance and this "exclusivity" nature of the board to be above everyone else.)

PeopleSupport though is a local company and is therefore not a participant in the Global Summit. Same thing for Ambergris - although the Telus investment gives them a global edge but Telus is headquartered in Canada - so you wont really expect them to participate in the GCCS for TMC.

And even if you see Technion on the list, i do have to tell you that the local Philippine office is more of a Decision One investment than it is a Technion-managed site. Mention to any Dell client about Technion and they wouldn't know they are -- they would know them by the partner name (which is a separate company altogether) called Decision One.

[power(bubbles)]

Don't be misled by the rankings. This does not take into account all international calls centers. So what is it based on?

TMC is a media tech or industry publishing company that sponsors the Global Call Center Outsourcing Summit. This is an annual gathering of "member" companies who are part of the Contact Solutions Association list in the US. So if you're not a member-company, you don't get invited to the annual gala dinner. The basis for the so-called awards is peer voting (dependent on shares voting of the board) and sponsor-votes (technology suppliers for VoIP firms, network telephony firms and other IT suppliers.)

The so called "awards" are not really internationally recognized and does not have the quality basis eventhough the summit gives out "MVP Quality Award" - it really is based on peer voting for member-companies who attended the summit.

Sykes, as a company, has taken to participate in more serious internationally-recognized certifications or revenue market intelligence surveys than association awards. (It's the nature of Sykes' cockiness and arrogance and this "exclusivity" nature of the board to be above everyone else.)

PeopleSupport though is a local company and is therefore not a participant in the Global Summit. Same thing for Ambergris - although the Telus investment gives them a global edge but Telus is headquartered in Canada - so you wont really expect them to participate in the GCCS for TMC.

PS is based in Los Angeles and used to have operations in St. Louis before transferring all of its operations to the Philippines

[ryam]

Don't be misled by the rankings.

I posted the rankings to inform people. Since TMC is one of the very few institutions that publicize such information, it might help the people who are wondering what is the standing of their current or prospective call centers according to their peers.

It can also be used as an indication of a certain company's standings among its peers. Perception is reality. And if your peers think that you're number one, then it does stand for something, right?

Yes, there are other rankings that I will be posting. Example: Ranking by Total Revenue for 2004. Where you'll find Convergys at number one and Teletech at number two..blah blah...

PeopleSupport though is a local company and is therefore not a participant in the Global Summit. Same thing for Ambergris - although the Telus investment gives them a global edge but Telus is headquartered in Canada - so you wont really expect them to participate in the GCCS for TMC.

Even if PS were local company, they would still have the option to participate if they wish to. An example of a local company that participated is Etelecare. Yes, it's a local company with more the 50% owned by SPI Technologies. It was founded in the Philippines. Their US office is just for client acquisition and maintenance. It has helped, too, that they acquired one US and one Indian Call center to expand operations.

Thanks. :)