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    ASPonline.com  >  Resources  >  Outsourcing

Outsourcing

REPORTS

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


EXPERTS
Image  Indicates complimentary Open House hours

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

Image  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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