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Outsourcing
REPORTS
Tech Support Outsourcing
(2002)
A look at outsourcing costs and performance metrics, with
advice on how to negotiate better contracts.
EXPERTS
 Indicates
complimentary Open House hours
M.M. "Sath"
Sathyanarayan, President, Global
Development Consulting
Phil
Verghis, President, The Verghis Group
FORUM POSTINGS
Capturing outsourcer
knowledge?
"We have a very talented outsourcing team, but I've just realized
that whenever they solve a tough problem the solution should be
added to our knowledgebase. How can we make this happen? I don't
want to pay them to write tech notes that duplicate what we
already have."
What about outsourcing to a call
center in India?
"I manage a medium-sized support center, and we already
offload about half our call volume to a U.S. outsourcer. I've
heard that I could probably cut my costs by 50% or more with
an Indian outsourcing firm. That kind of savings would be a
big help, but I'm concerned about managing a vendor who's
literally on the other side of the world. And I'm
uncomfortable about exporting jobs, too. Can anyone offer
some guidance?"
USEFUL LINKS
[Under construction—recommendations welcome]
DMG Consulting,
West Orange, NJ 07052; 973/325-2954.
Web: www.dmgconsult.com.
Research reports on contact center outsourcing.
The ASP Directory of Outsourcers
The following firms provide outsourcing services for telephone
and/or e-mail customer support, customer service, and internal
help desk support. We've done our best to track down all the key
players in this fast-growing area, but if we've missed someone
you'd recommend, please let us know.
1-800 Call Center,
Nashville, TN; 877-733-4610
http://www.teampremier.net
1to1 Contact Centers,
Lancaster, PA; 717-391-6100
http://www.1to1contact.com
24/7 Customer.com Pvt. Ltd.,
Atlanta, GA; 770-982-5343
http://www.247customer.com
Access Worldwide Communications,
Hyattsville, MD; 410-552-5055
http://www.accessww.com
Accutel,
Eugene, OR; 541-434-2510
http://www.accutelinc.com
ACI Telecentrics,
Minneapolis,MN; 612-928-4700
http://www.acitel.com
Acropolis Tech,
Clayton, MO; 314-890-2208
http://www.acropolistech.com
ACT Support,
Plano, TX; 972-612-3331
http://www.actsupport.com
Aditi,
Bellevue, WA; 425-897-2900
http://www.aditi.com
Advanced Innovative Marketing,
Emmaus, PA; 610-928-2468
http://www.advancedim.com
Alorica Inc., Chino, CA;
909-606-3600
http://www.alorica.com
Alpine Access,
Golden, CO; 303-279-0585
http://www.alpineaccess.com
Ambergris Solutions,
Manila, Philippines; 616-957-3616
http://www.ambergrissolutions.com
Ambs Call Center,
Jackson and Grand Rapids, MI; 800-968-1186
http://www.ambscallcenter.com
American Customer
Care, Bristol, CT; 800-267-0686
http://www.americancustomercare.com
AnswerConnect.com,
Portland, OR; 800-525-1315
http://www.answerconnect.com
Answernet Network,
Princeton, NJ; 800-411-5777
http://www.answernetnetwork.com
APAC Customer Services,
Deerfield, IL; 800-688-7687
http://www.apaccustomerservices.com
Apollo Health Street,
Atlanta, GA; 770-280-2630
http://www.apollohealthstreet.com
Arise,
Miramar, FL; 888-899-5995
http://www.arise.com
B2K Corp.,
Louisville, CO; 720-323-6896
http://www.b2kcorp.com
Blue Ocean Contact Centers,
Halifax, Nova Scotia; 888-453-8400
http://www.blueocean.ca
Brickwork India,
Louisville, CO; 720-323-6896
http://www.brickworkindia.com
Brigade Solutions,
San Francisco, CA; 415-284-7030
http://www.brigadesolutions.com
Call Centers India,
Seattle, WA; 800-966-6581
http://www.callcentersindia.com
Callbox Customer Contact Solutions,
Encino, CA; 888-810-7464
http://www.callboxinc.com
CallTech Communications,
Columbus, OH; 512-261-0409
http://www.calltech.com
Center Partners,
Ft. Collins, CO; 800-519-3532
http://www.centerpartners.com
Chips Technology Group,
Syosset, NY; 516-377-6585
http://www.chipstechnologygroup.com
Clarity Customer Management,
Rochester, NY; 585-298-9900
http://www.claritycm.com
Client Outsource Corporation,
Austin, TX; 877-813-7475
http://www.clientoutsource.com
Clientelplus,
Cornwall, ON; 613-930-9510
http://www.clientelplus.com
ClientLogic,
Nashville, TN; 615-301-7100
http://www.clientlogic.com
Compucom Systems,
Dallas, TX; 972-856-3600
http://www.compucom.com
Computer Generated Solutions,
New York, NY; 212-408-3800
http://www.cgsinc.com
Connectwise IT,
Tampa, FL; 813-935-7100
http://www.connectwise.net
Connextions.net,
Orlando, FL; 407-926-2405
http://www.connextions.com
Convergys, Cincinnati, OH;
513-458-1300
http://www.convergys.com
CorporaTel,
Halifax, Nova Scotia; 888-453-8400
http://www.corporatel.ca
CustomerDirect,
Chesterfield, MO; 800-332-3756
http://www.customerdirect.com
Daksh eServices Pvt. Ltd.,
Irving, CA; 949-442-8360
http://www.daksh.com
Datacom Customer Contact Pty.,
Sidney, Australia; +61 2 9023 5000
http://www.datacom.com.au
DecisionOne,
Frazer, PA; 888-287-9202
http://www.decisionone.com
DesktopTrouble.com,
Tucson, AZ; 877-603-4357
http://www.desktoptrouble.com
e4e,
Hunt Valley, MD; 410-568-2300
http://www.e4e.com
Entel Call Center,
Santiago, Chile; 800-535-6351
http://www.entelcallcenter.com
ePacific Global Contact Center,
Pasig City, Philippines; +632 687-4780
http://www.epacificglobal.com
eTelecare Global Solutions,
Scottsdale, AZ; 877-375-0002
http://www.etelecare.com
Fused Solutions,
Potsdam, NY; 877-754-2998
http://www.fusedsolutions.com
Fusion,
Greensboro, NC; 877-895-8527
http://www.fusionbposervices.com
GEM—see Global E-mail Company
Global Center Solution Associates,
Austin, TX; 512-826-1567
http://www.gcsa.us
Global E-mail Company (gem),
Belfast, Northern Ireland; 800-334-6760
http://www.the-gem.com
Global Response,
Margate, Fl 33068; 954-973-7300
http://www.globalresponse.com
Goldstone Technologies,
Vienna, VA; 703-748-0090
http://www.goldstonetech.com
Hagen Information Technologies,
Watertown, WI; 877-HAGEN-IT
http://www.hagenit.com
HCL InfiNet Ltd.,
New Delhi, India
http://www.hclinfinet.com
Help Desk NOW,
Greensboro, NC; 877-895-8527
http://www.helpdesknow.com
Hispanic Teleservices Corp.,
Houston, TX; 713-807-1300
http://www.htc.to
Hudson Software,
Thornwood, NY; 914-773-0400
http://www.hudsonsoft.com
ICT Group,
Langhorne, PA; 800-201-1085
http://www.ictgroup.com
Inforonics,
Littleton, MA; 978-698-7300
http://www.inforonics.com
Inwoo Tech,
Seoul, Korea; +82 2 3452 4800
http://www.inwoo.co.kr
iStonish,
Denver, CO; 303-713-9700
http://www.istonish.com
J-Curve Technologies,
Phoenix, AZ; 602-792-6100
http://www.jcurve.com
Language Line,
Monterey, CA; 877-886-3885
http://www.languageline.com
LiveBridge,
Portland, OR; 503-652-6000
http://www.livebridge.com
Microdyne,
Torrance, CA; 310-257-2616
http://www.microdyne.com
MPC Call Centers,
New York, NY; 800-776-4448
http://www.mpccallcenters.com
National TechTeam,
Dearborn, MI; 313-277-2277
http://www.techteam.com
NCTeleserve.com,
Winthrop, WA; 509-996-2357
http://www.ncteleserve.com/
NetCreativeMind,
New Dehli, India; +91-11-41689181-83
http://www.bpo.netcreativemind.com
netCustomer Inc.,
San Jose, CA; 408-557-0822
http://www.netcustomer.com
OKS Ameridial,
Bala Cynwyd, PA; 610-667-3000
http://www.oksgroup.com
On-Line Support,
Charlottetown, Prince Edward Island; 866-657-4636
http://www.onlinesupport.com/
PC Helps,
Bala Cynwyd, PA; 610-668-3516
http://www.pchelps.com
PeopleSupport,
Los Angeles, CA; 877-914-5999
http://www.peoplesupport.com
Perwit International,
Ottawa, Ontario; 613-729-2090
http://www.perwit.com
Precision Response Corp. (PRC),
Plantation, FL; 888-225-5772
http://www.prcnet.com
Premium
Outsourcing Services,
Santiago, Dominican Republic; 809-971-1305
http://www.premiumoutsourcingservices.com
Priority ONE Support,
Magna, UT; 877-735-3388
http://www.priorityonesupport.com
PSI Call Center,
West Bloomfield, MI; 248-624-2400
http://www.psicallcenter.com
Qualita,
Mexico City, Mexico; +52 65 33 37
http://www.gqualita.com.mx
Quest International,
Irvine, CA; 949-581-9900
http://www.questinc.com
Rainmaker Asia,
Makati City, Manila; 63-2-878-1500
http://www.qinteraction.com
RomNet,
Boston, MA; 617-783-2819
http://www.romnet.com
SafeHarbor.com,
Seattle, WA; 206-903-1879
http://www.safeharbor.com
Seneca Corp.,
Vienna, VA; 800-759-4878
http://www.seneca.com
Sento,
American Fork, UT; 800-868-8448
http://www.sento.com
SerioSoft,
Livingston, Scotland; +44 1506 462222
http://www.seriosoft.com
ServiceWare Corp.,
Tokyo, Japan; +81 3 3342 6200
http://www.serviceware.co.jp
ServiCom, a JNET Communications Co.,
Warren, NJ; 908-964-7041
http://www.jnet-llc.com
Servisle,
Fremont, CA; 510-795-6735
http://info@servisle.com
Sitel,
Omaha, NE; 410-246-1505
http://www.sitel.com
SlashSupport.com,
San Jose, CA; 408-367-4020
http://www.slashsupport.com
Software Del Plata,
Buenos Aires, Argentina; +54 11 5382 3883
http://www.sdp.com.ar
Source One Communications,
Bloomfield, NJ; 973-893-8502
http://www.source1comm.com
Specialty Answering
Service Group,
King of Prussia, PA; 888-532-4794
http://www.specialtyansweringservice.net
Startek,
Denver, CO; 303-262-4500
http://www.startek.com
Stellar Call Centres,
Sydney, Australia; +613 8416 4000
http://www.stellarcallcentres.com.au
Stream International,
Richardson, TX; 888-284-5834
http://www.stream.com
Sunivera Communications,
Mumbai, India; 516-409-0187
http://www.sunivera.com
SupportTechs, LLC,
Aurora, IL; 800-587-8171
http://www.support-techs.comm
Sutherland Global Services,
Rochester, NY; 800-388-4557
http://www.suth.com
Sykes Enterprises,
Tampa, FL; 813-274-1000
http://www.sykes.com
Synergon Solutions,
Melbourne, FL; 800-820-6103
http://www.synergon.net
Taldor Group,
Petach-Tikva, Israel; +972 3 9298298
http://www.taldor.co.il
Talisma Corp. Pvt. Ltd.,
Kirkland, WA; 425-897-2900
http://www.talisma.com
TC Kokua,
Maui, HI; 808-875-6634
http://www.tckokua.com
TCIM Services,
Wilmington, DE; 800-333-2255
http://www.tcim.com
Team Premier,
Nashville, TN; 877-733-4610
http://www.teampremier.net
Telacquire Marketing Group,
Vancouver, B.C., Canada; 604-677-7780
http://www.telacquire.com
Tele-Interpreters,
Glendale, CA; 800-811-7881
http://www.tele-interpreters.com
Telecom,
San Francisco, CA; 415-305-0504
http://www.telecominc.com
Teledirect,
Singapore; +65 221 2783
http://www.teledirect.com
Telemarketing Japan (TMJ),
Tokyo, Japan; +81 3 5454 5097
http://www.telemarketing.co.jp
Teleperformance,
Salt Lake City, UT; 801-359-6843
http://www.teleperformanceusa.com
Telespectrum,
Berwyn, PA; 888-878-7400
http://www.telespectrum.com
TeleTech,
Denver, CO; 303-894-4000
http://www.teletech.com
Telus,
Manila, Philippines; 616-957-3616
http://www.telusinternational.com
Telvista,
Dallas, TX; 972-919-7800
http://www.telvista.com
The Connection,
Burnsville, MN; 952-948-5488
http://www.the-connection.com
Thin Solutions,
Cleveland, OH; 216-685-3000
http://www.thinsolutions.com
TMS Call Centers,
Roseburg, OR; 800-377-7995
http://www.tmscallcenters.com
Torcom,
Madison, WI; 800-832-4939
http://www.torcom.com
Touch Asia,
Sacramento, CA; 916-427-5317
http://www.touchasia.com
Transcom Worldwide,
Luxembourg; +352 40 14 21 00
http://www.transcom-worldwide.com
Transversal Corp. Ltd.,
Cambridge, UK; +44 1223 723384
http://www.transversal.com
Transworks Information Services,
Sunnyvale, CA; 408-730-2650
http://www.transworks.com
vCustomer.com,
Kirkland, WA; 206-802-0200
http://www.vcustomer.com
Virtual-Agent Services,
Schaumburg, IL; 888-827-7253
http://www.vagent.com
VMC,
Redmond, WA; 877-393-8622
http://www.vmc.com
West Corp.,
Omaha, NE; 800-762-3800
http://www.west.com
WillowCSN,
Miramar, FL; 888-899-5995
http://www.willowcsn.com
Zavata,
Atlanta, GA; 770-280-2630
http://www.zavata.com
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