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
- Sitel (Nashville, Tenn.) www.sitel.com
- VXI Global Solutions LLC (Los Angeles, Calif.) www.vxi.com
- Support.com Inc. (Redwood City, Calif.) www.support.com
- DialAmerica (Mahwah, N.J.) www.dialamerica.com
- Agero (Medford, Mass.) www.agero.com
- 24-7 Intouch (Winnipeg, Manitoba) www.24-7intouch.com
- USA800 Inc. (Kansas City, Mo.) www.usa800.com
- Dialog Direct (Troy, Mich.) www.dialog-direct.com
- Telerx (Horsham, Penn.) www.telerx.com
- Ameridial Inc. (North Canton, Ohio) www.ameridial.com
- American Customer Care (News - Alert) Inc. (Bristol, Conn.) www.americancustomercare.com
- TLC Associates (Cedar Rapids, Iowa) www.tlcassociates.com
- Ansafone Contact Centers (Santa Ana, Calif.) www.ansafone.com
- trialcard (Cary, N.C.) www.trialcard.com
- Skybridge Americas Inc. (Greenfield, Minn.) www.skybridgeamericas.com
Domestic Outbound
- Agero (Medford, Mass.) www.agero.com
- DialAmerica (Mahwah, N.J.) www.dialamerica.com
- Ameridial Inc. (North Canton, Ohio) www.ameridial.com
- Sitel (Nashville, Tenn.) www.sitel.com
- American Customer Care Inc. (Bristol, Conn.) www.americancustomercare.com
- TLC Associates (Cedar Rapids, Iowa) www.tlcassociates.com
- Telerx (Horsham, Pa.) www.telerx.com
- Dialog Direct (Troy, Mich.) www.dialog-direct.com
- USA800 Inc. (Kansas City, Mo.) www.usa800.com
- trialcard (Cary, N.C.) www.trialcard.com
- Ansafone Contact Centers (Santa Ana, Calif.) www.ansafone.com
- VXI Global Solutions LLC (Los Angeles, Calif.) www.vxi.com
- Skybridge Americas Inc. (Greenfield, Minn.) www.skybridgeamericas.com
- Support.com Inc. (Redwood City, Calif.) www.support.com
- 24-7 Intouch (Winnipeg, Manitoba) www.24-7intouch.com
International Inbound
- Sitel (Nashville, Tenn.) www.sitel.com
- VXI Global Solutions LLC (Los Angeles, Calif.) www.vxi.com
- Skybridge Americas Inc. (Greenfield, Minn.) www.skybridgeamericas.com
- 24-7 Intouch (Winnipeg, Manitoba) www.24-7intouch.com
- ListenTrust (Portland, Maine) www.listenupespanol.com
- VOXDATA Solutions Inc. (Montreal, Quebec) www.voxdata.com
- Agero (Medford, Mass.) www.agero.com
International Outbound
- VXI Global Solutions LLC (Los Angeles, Calif.) www.vxi.com
- Sitel (Nashville, Tenn.) www.sitel.com
- 24-7 Intouch (Winnipeg, Manitoba) www.24-7intouch.com
- VOXDATA Solutions Inc. (Montreal, Quebec) www.voxdata.com
- Skybridge Americas Inc. (Greenfield, Minn.) www.skybridgeamericas.com
- ListenTrust (Portland, Maine) www.listenupespanol.com
- Agero (Medford, Mass.) www.agero.com
Interactive
- VXI Global Solutions LLC (Los Angeles, Calif.) www.vxi.com
- Sitel (Nashville, Tenn.) www.sitel.com
- 24-7 Intouch (Winnipeg, Manitoba) www.24-7intouch.com
- DialAmerica (Mahwah, N.J.) www.dialamerica.com
- Telerx (Horsham, Pa.) www.telerx.com
- Ansafone Contact Centers (Santa Ana, Calif.) www.ansafone.com
- American Customer Care Inc. (Bristol, Conn.) www.americancustomercare.com
- Skybridge Americas Inc. (Greenfield, Minn.) www.skybridgeamericas.com
Global Aggregate
- Sitel (Nashville, Tenn.) www.sitel.com
- VXI Global Solutions LLC (Los Angeles, Calif.) www.vxi.com
- Agero (Medford, Mass.) www.agero.com
- 24-7 Intouch (Winnipeg, Manitoba) www.24-7intouch.com
- DialAmerica (Mahwah, N.J.) www.dialamerica.com
- Support.com Inc. (Redwood City, Calif.) www.support.com
- Ameridial Inc. (North Canton, Ohio) www.ameridial.com
- Telerx (Horsham, Pa.) www.telerx.com
- USA800 Inc. (Kansas City, Mo.) www.usa800.com
- Dialog Direct (Troy, Mich.) www.dialog-direct.com
- American Customer Care Inc. (Bristol, Conn.) www.americancustomercare.com
- Skybridge Americas Inc. (Greenfield, Minn.) www.skybridgeamericas.com
- TLC Associates (Cedar Rapids, Iowa) www.tlcassociates.com
- VOXDATA Solutions Inc. (Montreal, Quebec) www.voxdata.com
- ListenTrust (Portland, Maine) www.listenupespanol.com
- Ansafone Contact Centers (Santa Ana, Calif.) www.ansafone.com
- Trialcard (Cary, N.C.) www.trialcard.com
Edited by Stefania Viscusi