Buyer's Guide

Call Center Outsourcing






Charlton
Charlton, founded in 1987, is a privately held, Madison, WI, based teleservices company. Our core competencies are in inbound and outbound services for cable and telecommunications clients. We operate three call centers in Wisconsin, with 510 workstations and 1,400 agents.

We use a universal agent staffing model, allowing our agents to effectively handle both inbound and outbound campaigns, as well as both sales and service calls. Our agents are well-versed in bundled campaigns, evidenced by having sold more than 380,000 bundled phone orders during the last two years.

Our company is built around doing things right the first time. We strive to put our clients and their customers first, with the highest integrity. We have an effective quality assurance program that maximizes conversion and one call resolution.

We use a high availability Avaya switch for inbound, SER dialers for outbound, and an IP infrastructure. We were the first firm in the country to be accredited by the Self Regulatory Organization of the American Teleservices Association (October 2008).

We are ranked as the ninth largest domestic outbound teleservices firm in the US, the fourteenth largest in domestic inbound, and the seventeenth largest in global combined.

John Dragisic, Chairman
222 W. Washington Street, Ste 200
Madison, WI 53703
Phone: 608-259-8004
Website: http://www.tcgcorp.net/
Email: jdragisic@tcgcorp.net



Global Response
Go global with Global Response. The family-owned company provides customer contact support, including inbound and outbound teleservices, e-mail and data management, live chat, electronic customer relationship management, and fulfillment services. Global Response operates from centers in Florida (near Fort Lauderdale) to process more than 1 million inbound calls each month. The company's fulfillment and logistics center is located in Fort Lauderdale. Its clients have included Crate&Barrel, The Wall Street Journal, National Geographic Society, and Vera Wang.

Global Response is a leading provider of outsourced customer contact solutions and call center services for multichannel retailers, direct response advertisers, healthcare and insurance providers, government and higher education. We specialize in top-quality customer care, inbound sales, order-processing, technical support, customer relationship management, chat support and email response. Top brands turn to Global Response to deliver a superior customer service experience at various customer touchpoints. Global Response is passionate about our clients' brand -- passionate about expressing the personality of their brand, dedicated to communicating the essence of their brand, and committed to delivering a positive, lasting impression of their brand with every customer interaction. Our clients trust us with their most valuable asset -- their *customers*. This is a critical responsibility that we take very seriously so we recruit and hire only the right people to fit *your needs*. We train our agents with top trainers, elearning tools, dedicated training facilities, brand immersion and direct input from *your customer* care team.






Midco Connections

Midco Connections is a customer contact center specializing in inbound and outbound services including order taking, customer service, market research, customer satisfaction surveys, email, and more. We provide our clients with full time, after hour, and overflow services 24 hours a day, 365 days a year. Midco is very flexible and offers per minute pricing, semi-dedicated associate pricing, dedicated associate pricing and more. Midco is known for high-quality customer contact, up-selling and first call resolution. We provide our clients and their customers with professional, friendly, and seamless service.

For more information, contact us at 800-843-8800 or . Or visit us on the web at www.midcoconnections.com.





Ameridial
OKS-Ameridial Worlwide was founded in 1987 and is a premier global provider of contact center and business process outsourcing solutions. OKS-Ameridial provides a comprehensive mix of Business-to-Business and Business-to-Consumer customer relationship management solutions that help its clients increase their revenue and profitability. From customer acquisition to retention and growth, from customer service to customized market research, OKS-Ameridial delivers a fully integrated suite of solutions using its global network of onshore, near-shore and offshore operations.

OKS-Ameridial has been ranked as a "Top 50" teleservice agency since 1992 by Call Center Solutions magazine. In 2006, OKS-Ameridial received the #1 ranking in the "Best in Class" award for Teleservices Agencies as selected by customers from Technology Marketing Corporation (TMC).

With over 12 production and sales centers all around the world, OKS-Ameridial Worldwide serves as a contact service company offering the very highest quality services, with extremely economical pricing.

OKS-Ameridial holds membership in the following industry associations: American Teleservice Association (ATA), Direct Marketing Association (DMA), The Society of Consumer Affairs Professionals in Business (SOCAP), Sales and Marketing Executives (SME), and Northeast Ohio Direct Marketing Association (NODMA).

Please contact us at 800-445-7128 or visit our web site at www.ameridial.com






Dynamic Direct
You live and breathe the complexities of call center marketing. That’s why we’re reaching out to you. Dynamic Direct– a leader in direct response and inbound and outbound call center solutions. We’ve been there…testing third-party call centers for our overflow calls, or to minimize overhead. And every time, going back to the drawing board because no one sells to our customers quite as well us. That’s why we want to share our expertise with other companies who need a few extra agents to handle their call volume, or want to shift the burden of managing a call center to the experts.

Here are a few of the perks we can offer your business today:

• Fully Integrated Call Center Solutions – We provide turnkey operations, US based, 24/7, 365
• Scalable Support – Transfer as few or as many calls as you need
• Continuous Improvements – We constantly improve our call center for our own products, you’ll reap the rewards
• Pay-Per-Use – Straightforward fee structure gives you less to worry about, and more to gain
• Seasoned, Passionate Sales Force – Our agents are the best, adapting to new products and services with minimal training with a sense of urgency
• Quick Implementation – We’ll grow with you and be up and running, selling your products in a flash!
• Technology – State of the art telephony platform supports multi-channel interactions, and skills-based network routing
• Connectivity- Experience integrating with our clients’ internal CRM systems including point-to-point circuit, VPN connectivity and internet, and in real-time
• Business Intelligence – Data mining and forecasting, reporting and delivery
• IVR Applications – CTI integration, automated customer service options, and real-time call analysis

Call me today at 1-800-956-6006 or email shannon.alexander@dynamic-direct.com to find out how we can improve your operations, and your bottom line.

www.dynamic-direct.com



                           
Sitel

Sitel is redefining outsourcing excellence in the call center, by raising the bar on expectations.

We are the leading global call center outsourcing provider of customer acquisition, customer retention and customer extension services.

According to the Black Book of outsourcing, Sitel is the number one global call center outsourcing provider and received the top score in 11 critical performance categories including vertical expertise, reliability, innovation, trust, flexibility and customization.

Sitel's clients, many of the largest and well known brands in the world, have selected and continue to partner with Sitel for one reason; Sitel delivers call center results; Sitel delivers Return on Customer Investment (RoCI).

Contact:
Andrew Kokes, Vice President
Sitel
3102 West End Avenue, Suite 1000
Nashville, TN 37203
Office: 615.301.7116
Fax: 615.301.7150
akokes@sitel.com
www.sitel.com

About Sitel
Sitel is a global Business Process Outsourcing (BPO) leader. The company meets clients’ customer care and transaction processing needs through 60,000 associates in 26 countries. Sitel provides world-class solutions from on-shore, nearshore and offshore locations across 140+ facilities throughout North America, South America, EMEA and Asia Pacific. The company’s award-winning services provide clients with the strategic insight, scale and diversity of offerings to ensure the best return on their customer investment. The company is privately held and majority owned by Canadian diversified company, Onex Corporation. For more information, please visit www.sitel.com.







Fiserv
The Contact and Servicing Center from Fiserv provides customized private label outsource solutions that reduce costs, add value and increase business agility for our clients. Fiserv provides: customer service; collections and recovery; sales and lead management; and helpdesk Level I support. Fiserv also offers a variety of back-office functions such as payment processing, imaging and document management, title/UCC management, and vehicle remarketing. By offering on-shore, near-shore and offshore options, we have the ability and flexibility to scale quickly and design a program that maximizes results at a low cost rate.

Whether you need to manage costs, provide overflow support to ramp up growth or the ability to offer new services more quickly, we offer a full spectrum of options designed to meet your specific goals. Fiserv has the deep domain, information technology and back-office experience needed to achieve successful results, with “best shore” delivery capabilities in the U.S., India and Costa Rica. Our contact center representatives are trained on a communication model called Customer Connection, which provides a framework for communicating with customers to identify your needs and link them with the specific solution that drives the most return for your business. We follow proven industry-standard methodologies and have received such certifications as CCMI Level 5; ISO, SAS 70 Type II, and PCI-DSS.

A Fortune 500 company, Fiserv (NASDAQ: FISV) is a worldwide leader in financial services technology solutions. Ranked No. 1 on the FinTech 100 survey of top partners to the financial services industry, Fiserv drives innovation in solutions for Payments, Processing Services, Risk & Compliance, Customer & Channel Management, and Insights & Optimization. Fiserv is trusted by more than 16,000 clients worldwide including banks, credit unions and thrifts, mortgage lenders and leasing companies, brokerage and investment firms, and other business clients. To learn more, visit www.fiserv.com.

Fiserv
Contact and Servicing Center
Contact: Mike Cimato, Relationship Executive
Phone: 716-564-4044






Advanced Business TeleServices, Inc.

ABT is a business-to-business teleservices company that focuses on your success. We work with a smaller number of companies so we can intensely manage all aspects of their campaigns, and forge true partnerships.

Our core competencies include; outbound product placement and sales, list utilization and analysis, recruitment for events (including non-profit), Controlled Circulation (new subscriber and renewals), appointment setting, and alumni fund raising.

We’re located in southern Oregon; an idyllic setting with friendly agents, but with sophisticated technology and a strong, experienced, management team. We’ve been providing quality service and outstanding results since 1990.

Advanced Business Teleservices, Inc.
Contact: Randy Eek, Vice President, randy@abtc.com
Gretchen Hartrick, Director of Client Services, Gretchen@abtc.com
Toll Free: 800-866-9225
Web; www.abtc.com 


                                                                                                          
Etech, Inc.

As a global leader of customer acquisition and service solutions, Etech has a proven history of helping companies cost effectively acquire new customers and maximize profits by servicing and growing existing customers. For more than a decade, Etech has been a pioneer of introducing and supporting innovative business solutions. Whether applying our expertise to customer retention, monitoring efforts, or technical advancements, Etech delivers unsurpassed excellence.

Headquartered in Nacogdoches, Texas, Etech employs over 2,300 employees. Large enough to serve you, small enough to care, Etech rewards every customer with unparalleled client satisfaction. Bringing you results is not just what we do, it’s who we are.

Our company is comprised of three business divisions, each focused on providing world class services in their areas of expertise.

Etech, Inc. - Best shore call center operations in the United States and India
Etech Business Solution (EBS) - Software/Application Development
Etech Monitoring Solution (EMS) - Quality Assurance Solutions

Jim Iyoob | Vice President Global Development
Etech, Inc.
Office: 936.559.2258 Mobile: 936.371.2640
www.etechinc.com 



                                     




Answer Center America, Inc.


Smart Call Center Solutions for Your Business World… Answer Center America, Inc.

Industry leader, Answer Center America Inc., repeatedly delivers seamless call center solutions to fuel precise communication needs.

For inbound to outbound call center services, and everything in-between, companies repeatedly rely on ACA for excellence in customer service, cost-efficiency and cutting-edge technology. Answer Center America, Inc. stands above competitors with the ability to customize services to become your seamless solution. ACA goes the extra mile to exceed customer expectations. This dedication and commitment shines through each call at ACA.

As technology advances at a rapid pace, we are continually fine-tuning our services to accommodate new lines of communication that were previously unavailable. Our complete line of services now offers the tools necessary to open every facet of communication, 24/7.

For more information on our call center solutions, visit www.goacanow.com or call 1-800-270-7030. 

 

The Connection is an award-winning, US-based live operator inbound and outbound call center and service agency. For over 27 years, we have helped leading national corporations outsource their customer service and sales calls. We are proud to have repeatedly been rated by Customer Inter@ction Solutions® Magazine as one of the "Top 50" service agencies in the country. We have also recently been distinguished as an MVP (Marketing Via Telephone) Quality Award recipient. This honor is presented to the call centers that provide superior quality in the areas of company policies and procedures, customer service, technology, human resources, ergonomics and public image.

Our fully automated, state-of-the-art call center equipment and custom software enables The Connection® to field thousands of calls daily for each client with a high degree of professionalism and customization. We have the capacity to handle over 100 million calls a year. This capacity provides our clients with the best of both worlds: superior quality, experience, and "hands on" service coupled with the advanced technical capabilities of the finest call centers in the country.

We specialize in sales with upsells, customer service, lead generation with surveys, e-mail response and Web-based call center services. Our goal is to provide the highest level of world class call center service to our clients. For a free quote contact us at 1-800-883-5777 or sales@the-connection.com or visit us at www.the-connection.com.

Personalized Communications
Before you choose a call center, call Personalized Communications first to find out the three things you should know before hiring a call center. We are a solutions based provider. Our award winning staff offers a personalized consultation to find the best solutions for your particular communications needs.

Personalized Communications answers more than 100,000 calls each month and has been doing so for over a quarter of a century. Our team works with the most updated technology available. We take pride in ‘tuning up’ existing accounts as we offer new clients the most recent offerings in the marketplace.

You have heard about how we are the ‘same’ as our competitors with longevity in the business, national awards and staying technically fit for changing times; now take action and call to find out how we are different! A free consultation and quote are available by calling us at 1.800.232.3321.



Charlton

EMS, Inc.


As a recognized leader in Customer Service Outsourcing, EMS, Inc. provides a 360 degree customer care program that meets all of your customer contact needs. We offer highly scalable and highly-efficient customer service and technical support solutions for all types of businesses. Each of our client’s programs are built from the ground up to meet their specific needs.

EMS, Inc. is interested in investing people and processes for your company and developing a partner relationship. Our end-to-end customer service offerings include: inbound and outbound telephone services, e-mail response and support, CRM solutions, consulting, IVR, live chat and direct marketing. EMS representatives are available 24 hours a day to supply your customers with the help they need when they need it.

Customer acquisition and retention are essential to an organization's success so every EMS, Inc. representative not only receives extensive program training but also thorough training in customer relationship management. Our representatives in turn provide outstanding customer maintenance and enhanced core relationships. For additional information or a free quote contact us at sales@emscrm.com or call 1(800)233-8811.