ACCOLADES

For more than three decades, CUSTOMER magazine has provided a list of customer service and business process outsources based on interaction volumes. In this issue, we present the 32nd annual Elite Contact Center Outsourcing Awards.

For more than three decades, these rankings have been derived from a detailed application process, through which teleservices and BPO providers quantify their service delivery in terms of minutes of usage in their various locations. Through 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 (also in this issue), as an unmatched resource for businesses as they begin their quests outsourcing 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, 2015, through Oct. 31, 2016. 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.

Global Aggregate

1. 24-7 Intouch (Winnipeg, MB) www.24-7intouch.com
2. DialAmerica (Mahwah, NJ) www.dialamerica.com
3. Global Response Corp. (Margate, FL) www.globalresponse.com
4. Telerx (Horsham, PA) www.telerx.com
5. TLC Associates (Cedar Rapids, IA) www.tlcassociates.com
6. Ameridial, Inc (North Canton, OH) www.ameridial.com
7. Skybridge Americas Inc (Greenfield, MN) www.skybridgeamericas.com
8. Dialog Direct (Troy, MI) www.dialog-direct.com
9. Ansafone Contact Centers (Santa Ana, CA (News - Alert)) www.ansafone.com
10. ListenTrust (Portland, ME) www.listenupespanol.com

Inbound Total

1. 24-7 Intouch (Winnipeg, MB) www.24-7intouch.com
2. DialAmerica (Mahwah, NJ) www.dialamerica.com
3. Global Response Corp. (Margate, FL) www.globalresponse.com
4. Telerx (Horsham, PA) www.telerx.com
5. Skybridge Americas Inc (Greenfield, MN) www.skybridgeamericas.com
6. Ameridial, Inc (North Canton, OH) www.ameridial.com
7. Dialog Direct (Troy, MI) www.dialog-direct.com
8. Ansafone Contact Centers (Santa Ana, CA) www.ansafone.com
9. ListenTrust (Portland, ME) www.listenupespanol.com
10. TLC Associates (Cedar Rapids, IA) www.tlcassociates.com

Outbound Total

1. DialAmerica (Mahwah, NJ) www.dialamerica.com
2. TLC Associates (Cedar Rapids, IA) www.tlcassociates.com
3. 24-7 Intouch (Winnipeg, MB) www.24-7intouch.com
4. Ameridial, Inc (North Canton, OH) www.ameridial.com
5. Telerx (Horsham, PA) www.telerx.com
6. Global Response Corp. (Margate, FL) www.globalresponse.com
7. Ansafone Contact Centers (Santa Ana, CA) www.ansafone.com
8. Skybridge Americas Inc (Greenfield, MN) www.skybridgeamericas.com
9. Dialog Direct (Troy, MI) www.dialog-direct.com
10. ListenTrust (Portland, ME) www.listenupespanol.com

Interactive

1. 24-7 Intouch (Winnipeg, MB) www.24-7intouch.com
2. Global Response Corp. (Margate, FL) www.globalresponse.com
3. Telerx (Horsham, PA) www.telerx.com
4. Ansafone Contact Centers (Santa Ana, CA) www.ansafone.com
5. Skybridge Americas Inc (Greenfield, MN) www.skybridgeamericas.com
6. DialAmerica (Mahwah, NJ) www.dialamerica.com