Image Image member login  |  privacy policy  |  contact us
      Home  |  FAQ  |  Awards  |  Reports  |  Forum  |  Jobs  |  Consultants  |  Join  |  Order
Member login


Call Center Operations
Compensation & HR
Customer Satisfaction
Knowledge Management
Professional Services & Training
Services Marketing
Support Humor
Tools & Technology
Web Support  >  Resources  >  Outsourcing



Image   Tech Support Outsourcing (2002)
A look at outsourcing costs and performance metrics, with advice on how to negotiate better contracts.

Image  Indicates complimentary Open House hours

Image  M.M. "Sath" Sathyanarayan, President, Global Development Consulting

Image  Phil Verghis, President, The Verghis Group


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?"

[Under construction—recommendations welcome]

DMG Consulting, West Orange, NJ 07052; 973/325-2954.
Web: 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

1to1 Contact Centers, Lancaster, PA; 717-391-6100

24/7 Pvt. Ltd., Atlanta, GA; 770-982-5343

Access Worldwide Communications, Hyattsville, MD; 410-552-5055

Accutel, Eugene, OR; 541-434-2510

ACI Telecentrics, Minneapolis,MN; 612-928-4700

Acropolis Tech, Clayton, MO; 314-890-2208

ACT Support, Plano, TX; 972-612-3331

Aditi, Bellevue, WA; 425-897-2900

Advanced Innovative Marketing, Emmaus, PA; 610-928-2468

Alorica Inc., Chino, CA; 909-606-3600

Alpine Access, Golden, CO; 303-279-0585

Ambergris Solutions, Manila, Philippines; 616-957-3616

Ambs Call Center, Jackson and Grand Rapids, MI; 800-968-1186

American Customer Care, Bristol, CT; 800-267-0686, Portland, OR; 800-525-1315

Answernet Network, Princeton, NJ; 800-411-5777

APAC Customer Services, Deerfield, IL; 800-688-7687

Apollo Health Street, Atlanta, GA; 770-280-2630

Arise, Miramar, FL; 888-899-5995

B2K Corp., Louisville, CO; 720-323-6896

Blue Ocean Contact Centers, Halifax, Nova Scotia; 888-453-8400

Brickwork India, Louisville, CO; 720-323-6896

Brigade Solutions, San Francisco, CA; 415-284-7030

Call Centers India, Seattle, WA; 800-966-6581

Callbox Customer Contact Solutions, Encino, CA; 888-810-7464

CallTech Communications, Columbus, OH; 512-261-0409

Center Partners, Ft. Collins, CO; 800-519-3532

Chips Technology Group, Syosset, NY; 516-377-6585

Clarity Customer Management, Rochester, NY; 585-298-9900

Client Outsource Corporation, Austin, TX; 877-813-7475

Clientelplus, Cornwall, ON; 613-930-9510

ClientLogic, Nashville, TN; 615-301-7100

Compucom Systems, Dallas, TX; 972-856-3600

Computer Generated Solutions, New York, NY; 212-408-3800

Connectwise IT, Tampa, FL; 813-935-7100, Orlando, FL; 407-926-2405

Convergys, Cincinnati, OH; 513-458-1300

CorporaTel, Halifax, Nova Scotia; 888-453-8400

CustomerDirect, Chesterfield, MO; 800-332-3756

Daksh eServices Pvt. Ltd., Irving, CA; 949-442-8360

Datacom Customer Contact Pty., Sidney, Australia; +61 2 9023 5000

DecisionOne, Frazer, PA; 888-287-9202, Tucson, AZ; 877-603-4357

e4e, Hunt Valley, MD; 410-568-2300

Entel Call Center, Santiago, Chile; 800-535-6351

ePacific Global Contact Center, Pasig City, Philippines; +632 687-4780

eTelecare Global Solutions, Scottsdale, AZ; 877-375-0002

Fused Solutions, Potsdam, NY; 877-754-2998

Fusion, Greensboro, NC; 877-895-8527

GEM—see Global E-mail Company

Global Center Solution Associates, Austin, TX; 512-826-1567

Global E-mail Company (gem), Belfast, Northern Ireland; 800-334-6760

Global Response, Margate, Fl 33068; 954-973-7300

Goldstone Technologies, Vienna, VA; 703-748-0090

Hagen Information Technologies, Watertown, WI; 877-HAGEN-IT

HCL InfiNet Ltd., New Delhi, India

Help Desk NOW, Greensboro, NC; 877-895-8527

Hispanic Teleservices Corp., Houston, TX; 713-807-1300

Hudson Software, Thornwood, NY; 914-773-0400

ICT Group, Langhorne, PA; 800-201-1085

Inforonics, Littleton, MA; 978-698-7300

Inwoo Tech, Seoul, Korea; +82 2 3452 4800

iStonish, Denver, CO; 303-713-9700

J-Curve Technologies, Phoenix, AZ; 602-792-6100

Language Line, Monterey, CA; 877-886-3885

LiveBridge, Portland, OR; 503-652-6000

Microdyne, Torrance, CA; 310-257-2616

MPC Call Centers, New York, NY; 800-776-4448

National TechTeam, Dearborn, MI; 313-277-2277, Winthrop, WA; 509-996-2357

NetCreativeMind, New Dehli, India; +91-11-41689181-83

netCustomer Inc., San Jose, CA; 408-557-0822

OKS Ameridial, Bala Cynwyd, PA; 610-667-3000

On-Line Support, Charlottetown, Prince Edward Island; 866-657-4636

PC Helps, Bala Cynwyd, PA; 610-668-3516

PeopleSupport, Los Angeles, CA; 877-914-5999

Perwit International, Ottawa, Ontario; 613-729-2090

Precision Response Corp. (PRC), Plantation, FL; 888-225-5772

Premium Outsourcing Services, Santiago, Dominican Republic; 809-971-1305

Priority ONE Support, Magna, UT; 877-735-3388

PSI Call Center, West Bloomfield, MI; 248-624-2400

Qualita, Mexico City, Mexico; +52 65 33 37

Quest International, Irvine, CA; 949-581-9900

Rainmaker Asia, Makati City, Manila; 63-2-878-1500

RomNet, Boston, MA; 617-783-2819, Seattle, WA; 206-903-1879

Seneca Corp., Vienna, VA; 800-759-4878

Sento, American Fork, UT; 800-868-8448

SerioSoft, Livingston, Scotland; +44 1506 462222

ServiceWare Corp., Tokyo, Japan; +81 3 3342 6200

ServiCom, a JNET Communications Co., Warren, NJ; 908-964-7041

Servisle, Fremont, CA; 510-795-6735

Sitel, Omaha, NE; 410-246-1505, San Jose, CA; 408-367-4020

Software Del Plata, Buenos Aires, Argentina; +54 11 5382 3883

Source One Communications, Bloomfield, NJ; 973-893-8502

Specialty Answering Service Group, King of Prussia, PA; 888-532-4794

Startek, Denver, CO; 303-262-4500

Stellar Call Centres, Sydney, Australia; +613 8416 4000

Stream International, Richardson, TX; 888-284-5834

Sunivera Communications, Mumbai, India; 516-409-0187

SupportTechs, LLC, Aurora, IL; 800-587-8171

Sutherland Global Services, Rochester, NY; 800-388-4557

Sykes Enterprises, Tampa, FL; 813-274-1000

Synergon Solutions, Melbourne, FL; 800-820-6103

Taldor Group, Petach-Tikva, Israel; +972 3 9298298

Talisma Corp. Pvt. Ltd., Kirkland, WA; 425-897-2900

TC Kokua, Maui, HI; 808-875-6634

TCIM Services, Wilmington, DE; 800-333-2255

Team Premier, Nashville, TN; 877-733-4610

Telacquire Marketing Group, Vancouver, B.C., Canada; 604-677-7780

Tele-Interpreters, Glendale, CA; 800-811-7881

Telecom, San Francisco, CA; 415-305-0504

Teledirect, Singapore; +65 221 2783

Telemarketing Japan (TMJ), Tokyo, Japan; +81 3 5454 5097

Teleperformance, Salt Lake City, UT; 801-359-6843

Telespectrum, Berwyn, PA; 888-878-7400

TeleTech, Denver, CO; 303-894-4000

Telus, Manila, Philippines; 616-957-3616

Telvista, Dallas, TX; 972-919-7800

Thin Solutions, Cleveland, OH; 216-685-3000

TMS Call Centers, Roseburg, OR; 800-377-7995

Torcom, Madison, WI; 800-832-4939

Touch Asia, Sacramento, CA; 916-427-5317

Transcom Worldwide, Luxembourg; +352 40 14 21 00

Transversal Corp. Ltd., Cambridge, UK; +44 1223 723384

Transworks Information Services, Sunnyvale, CA; 408-730-2650, Kirkland, WA; 206-802-0200

Virtual-Agent Services, Schaumburg, IL; 888-827-7253

VMC, Redmond, WA; 877-393-8622

West Corp., Omaha, NE; 800-762-3800

WillowCSN, Miramar, FL; 888-899-5995

Zavata, Atlanta, GA; 770-280-2630

ASP Alert

Interested in hearing about survey projects, Web awards, new ASP reports, and chapter events?
Join our special ASP Alert e-mail list.