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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
George
Dale, CEO, The BCT Group (Business,
Communities & Technologies Group)
Phil
Verghis, President, The Verghis Group
FORUM POSTINGS
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
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
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
B2K Corp., Louisville,
CO; 720-323-6896
http://www.b2kcorp.com
Brigade Solutions,
San Francisco, CA; 415-284-7030
http://www.brigadesolutions.com
Call Centers India,
Seattle, WA; 800-966-6581
http://www.callcenterinindia.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
Clarity Customer Management,
Rochester, NY; 585-298-9900
http://www.claritycm.com
Client Outsource Corporation,
Austin, TX; 512-853-9471
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.cqsinc.com
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
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 International,
Monrovia, CA; 626-256-7560
http://www.etelecare.com
Fused Solutions, Potsdam,
NY; 877-754-2998
http://www.fusedsolutions.com
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
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.infinet.com
HCL Infosystems
Ltd., Sunnyvale, CA; 408-731-3733
http://www.hclinfosystems.com/ser_help.htm
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;
978-698-7500
http://www.inforonics.com
Inwoo Tech, Seoul, Korea;
+82 2 3452 4800
http://www.inwoo.co.kr
iSky,
Laurel, MD; 800-351-5055
http://www.isky.com
iStonish, Denver, CO;
303-713-9700
http://www.istonish.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
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/
OverC, Cincinnati,
OH; 866-WEOVERC
http://www.weoverc.com/servlet/home/html
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
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
Qinteraction,
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
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
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 - Online
Technical Support,
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.questinc.com
TC Kokua,
Maui, HI; 808-875-6634
http://www.tckokua.com
TCIM Services,
Wilmington, DE; 800-333-2255
http://www.tcim.com
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
Telvista,
Dallas, TX; 972-312-6000
http://www.telvista.com
The Connection,
Burnsville, MN; 952-948-5488
http://www.the-connection.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
VinCity Networks/Absolute Quality,
Hunt Valley, MD; 410-568-2300
http://www.aqinc.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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