CUSTOMER, TMC Announce Outsourcing Award Winners

Accolades

CUSTOMER, TMC Announce Outsourcing Award Winners

By Erik Linask, Group Editorial Director  |  May 23, 2016

For more than three decades, CUSTOMER magazine has provided a list of customer service and business process outsourcers based on interaction volumes. This year is no different, and we proudly present the 31st annual Contact Center Outsourcing Awards.

These rankings are derived from the extensive detail gleaned from an exhaustive application process, through which teleservices and BPO providers quantify their service delivery in terms of minutes of usage in their various locations. Through 31 years of consistency in processing and evaluating these applications, we have created a benchmark for businesses seeking high-capacity contact center outsourcing firms. Importantly, we recognize that volume isn’t – and, indeed, shouldn't be – the sole criteria for selecting an outsourcer. But, we know it does carry weight in the decision making process. We encourage businesses to conduct their own due diligence, but offer this ranking, combined with our annual MVP Quality awards (published in the March issue), as an unmatched resource for businesses as they begin their quests outsourcing to providers best suited to their needs.

Ranking Criteria

Because the primary factor in our rankings is agency size, based on annual call volume, we have always relied on measurable, third-party-verifiable data to determine our agency rankings. Specifically, agencies are ranked based on the number of minutes each was billed by each of its phone companies for telephone services for the previous 12 months.

Qualification

Qualifying agencies were required to submit responses to a detailed questionnaire, indicating the nature of their operations and listing the number of billable minutes for the 12-month period from Nov. 1, 2014, through Oct. 31, 2015. Verification, in the form of the signature of each agency’s president/CEO, was required, in addition to a letter of verification from each of the telephone service providers used, certifying the number of minutes for which the providers billed the agencies during the evaluation period.

Domestic Inbound

  1. Sitel (Nashville, Tenn.) www.sitel.com
  2. VXI Global Solutions LLC (Los Angeles, Calif.) www.vxi.com
  3. Support.com Inc. (Redwood City, Calif.) www.support.com
  4. DialAmerica (Mahwah, N.J.) www.dialamerica.com
  5. Agero (Medford, Mass.) www.agero.com
  6. 24-7 Intouch (Winnipeg, Manitoba) www.24-7intouch.com
  7. USA800 Inc. (Kansas City, Mo.) www.usa800.com
  8. Dialog Direct (Troy, Mich.) www.dialog-direct.com
  9. Telerx (Horsham, Penn.) www.telerx.com
  10. Ameridial Inc. (North Canton, Ohio) www.ameridial.com
  11. American Customer Care (News - Alert) Inc. (Bristol, Conn.) www.americancustomercare.com
  12. TLC Associates (Cedar Rapids, Iowa) www.tlcassociates.com
  13. Ansafone Contact Centers (Santa Ana, Calif.) www.ansafone.com
  14. trialcard (Cary, N.C.) www.trialcard.com
  15. Skybridge Americas Inc. (Greenfield, Minn.) www.skybridgeamericas.com

Domestic Outbound

  1. Agero (Medford, Mass.) www.agero.com
  2. DialAmerica (Mahwah, N.J.) www.dialamerica.com
  3. Ameridial Inc. (North Canton, Ohio) www.ameridial.com
  4. Sitel (Nashville, Tenn.) www.sitel.com
  5. American Customer Care Inc. (Bristol, Conn.) www.americancustomercare.com
  6. TLC Associates (Cedar Rapids, Iowa) www.tlcassociates.com
  7. Telerx (Horsham, Pa.) www.telerx.com
  8. Dialog Direct (Troy, Mich.) www.dialog-direct.com
  9. USA800 Inc. (Kansas City, Mo.) www.usa800.com
  10. trialcard (Cary, N.C.) www.trialcard.com
  11. Ansafone Contact Centers (Santa Ana, Calif.) www.ansafone.com
  12. VXI Global Solutions LLC (Los Angeles, Calif.) www.vxi.com
  13. Skybridge Americas Inc. (Greenfield, Minn.) www.skybridgeamericas.com
  14. Support.com Inc. (Redwood City, Calif.) www.support.com
  15. 24-7 Intouch (Winnipeg, Manitoba) www.24-7intouch.com

International Inbound

  1. Sitel (Nashville, Tenn.) www.sitel.com
  2. VXI Global Solutions LLC (Los Angeles, Calif.) www.vxi.com
  3. Skybridge Americas Inc. (Greenfield, Minn.) www.skybridgeamericas.com
  4. 24-7 Intouch (Winnipeg, Manitoba) www.24-7intouch.com
  5. ListenTrust (Portland, Maine) www.listenupespanol.com
  6. VOXDATA Solutions Inc. (Montreal, Quebec) www.voxdata.com
  7. Agero (Medford, Mass.) www.agero.com

International Outbound

  1. VXI Global Solutions LLC (Los Angeles, Calif.) www.vxi.com
  2. Sitel (Nashville, Tenn.) www.sitel.com
  3. 24-7 Intouch (Winnipeg, Manitoba) www.24-7intouch.com
  4. VOXDATA Solutions Inc. (Montreal, Quebec) www.voxdata.com
  5. Skybridge Americas Inc. (Greenfield, Minn.) www.skybridgeamericas.com
  6. ListenTrust (Portland, Maine) www.listenupespanol.com
  7. Agero (Medford, Mass.) www.agero.com

Interactive

  1. VXI Global Solutions LLC (Los Angeles, Calif.) www.vxi.com
  2. Sitel (Nashville, Tenn.) www.sitel.com
  3. 24-7 Intouch (Winnipeg, Manitoba) www.24-7intouch.com
  4. DialAmerica (Mahwah, N.J.) www.dialamerica.com
  5. Telerx (Horsham, Pa.) www.telerx.com
  6. Ansafone Contact Centers (Santa Ana, Calif.) www.ansafone.com
  7. American Customer Care Inc. (Bristol, Conn.) www.americancustomercare.com
  8. Skybridge Americas Inc. (Greenfield, Minn.) www.skybridgeamericas.com

Global Aggregate

  1. Sitel (Nashville, Tenn.) www.sitel.com
  2. VXI Global Solutions LLC (Los Angeles, Calif.) www.vxi.com
  3. Agero (Medford, Mass.) www.agero.com
  4. 24-7 Intouch (Winnipeg, Manitoba) www.24-7intouch.com
  5. DialAmerica (Mahwah, N.J.) www.dialamerica.com
  6. Support.com Inc. (Redwood City, Calif.) www.support.com
  7. Ameridial Inc. (North Canton, Ohio) www.ameridial.com
  8. Telerx (Horsham, Pa.) www.telerx.com
  9. USA800 Inc. (Kansas City, Mo.) www.usa800.com
  10. Dialog Direct (Troy, Mich.) www.dialog-direct.com
  11. American Customer Care Inc. (Bristol, Conn.) www.americancustomercare.com
  12. Skybridge Americas Inc. (Greenfield, Minn.) www.skybridgeamericas.com
  13. TLC Associates (Cedar Rapids, Iowa) www.tlcassociates.com
  14. VOXDATA Solutions Inc. (Montreal, Quebec) www.voxdata.com
  15. ListenTrust (Portland, Maine) www.listenupespanol.com
  16. Ansafone Contact Centers (Santa Ana, Calif.) www.ansafone.com
  17. Trialcard (Cary, N.C.) www.trialcard.com



Edited by Stefania Viscusi
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