Headquarters:
Horsham, PA, USA

Number of Years in Business:
Over 80

Investor, Media and Analyst Contact:
Brian H. Callahan, Senior Vice President of Financial Reporting

Number of Countries We Are Located in:
11

Number of Locations:
Over 100

Employees:
Approximately 34,000

Number of Workstations:
Over 24,000

CEO:
Michael J. Barrist

CFO:
John R. Schwab

Recent Company Highlights:

• NCO announced in September 2009 that it was recently ranked number one on The Black Book of Outsourcing’s 2009 List of Top Accounts Receivable Management Vendors. Each year, winners are chosen in several categories based on surveys completed by outsourcing customers.  The surveys collect responses on 31 key performance statistics from users of outsourcing, while measuring their satisfaction with their vendor experiences. The Black Book of Outsourcing provides insight on the cost and benefits of outsourcing, its uses, and the processes used to manage it.

• NCO is pleased to announce the opening of its newest call center located in Guatemala, at Calzada Roosevelt, 14-82, zona 7, Galerias Primma. With the addition of their newest call center in Guatemala, NCO increases its worldwide capabilities to provide better services to its clients.

• NCO Financial Investigative Services, (NCO FIS) is pleased to announce that it has been included in the 2009 ACQ Finance Magazine Country Awards for Achievement for 2009.  ACQ Finance Magazine has named NCO FIS the Outsourcing Company of the Year.  

• NCO announced in June 2009 the opening of its latest call center in Marikina, the Philippines. NCO’s Marikina site covers almost 10,500 square feet and includes 650 call center seats as well as recreational facilities, sleeping quarters, and training rooms. This site is the Company’s fourth in the Philippines.

• NCO announced in May 2009 that its pan European subsidiary, NCO Europe Limited, completed the acquisition of Complete Credit Management Limited (“CCM”) from Severn Trent Services Group. CCM is a leading supplier of credit management and specialized collection services focusing predominantly on the utility sector in the United Kingdom.

• NCO was listed on the 2009 Global Services 100, an annual ranking of the top IT and business process outsourcing providers published by Cybermedia. In addition to being named on the Global Services 100, NCO was listed fourth on the list of Top 10 “Best Performers: Contact Center”. In order to be selected on this prestigious list, NCO was evaluated in several areas, including size, client testimonials, breadth of offerings, quality initiatives, training, attrition, and more. The Top 100 and the 11 category winners were announced at the 2009 Global Services Conference in New York City on February 26.

• In 2009, NCO ranked as one of the top five outsourcing service providers for operational excellence in the Insurance Industry edition of the prestigious 2008 Black Book of Outsourcing. NCO placed 5th for Call Center/CRM operational excellence out of 180 global outsourcing service providers ranked by service users.

• We are pleased to announce that NCO was selected as a Silver winner of the 2008 MVP Quality Award from Technology Marketing Corporation’s Customer Interaction Solutions magazine, the leading publication in CRM, call centers, and teleservices since 1982. NCO was honored with a prestigious MVP Quality award because of our proven excellence in taking and improving quality measures, particularly for AT&T. In addition, we impressed editors at Customer Interaction Solutions with our ability to build a feeling of community within NCO, while providing the best service possible to our clients. NCO along with other winners of the 16th Annual MVP Quality Award winners will be published in the February 2009 issue of Customer Interaction Solutions Magazine, www.cismag.com. This is NCO’s second consecutive award in this category.

• In February 2009, NCO's Corporate Training and Development team, NCO University (NCOU), was named to the Training Top 125, a prestigious annual ranking of organizations worldwide that excel at human capital development, as determined by “Training” magazine. NCO was one of 28 newcomers to this year’s list. NCO joins the ranks of elite companies, non-profit and governmental organizations honored for their innovative programming. Thousands of companies and organizations worldwide compete for the awards, including many Fortune 1000 and Fortune 500 firms. “Training” magazine focuses on training best practices, benchmarking, and standards for a global audience.

• We are pleased to announce that NCO was honored with a Collection Technology Excellence Award from CollectionTechnology.net, the industry’s foremost information resource, on January 15, 2009, at the Collection Technology Summit in La Jolla, California. The Collection Technology Excellence Awards recognize those individuals and companies within the industry who have gone “above and beyond” to further collection technology and its associated community. Winners of the Collection Technology Excellence Awards are chosen based on nominations by industry executives and careful consideration by the senior editorial staff of CollectionTechnology.net and the Collection Technology Summit Board of Advisors.

• In May 2008, the International Association of Outsourcing Professionals (IAOP) released The Global Outsourcing 100^TM lists, their annual rankings of the best outsourcing service providers. NCO was evaluated against vendors from around the world on a number of factors, including revenue growth, the quality of our personnel, client experience and satisfaction, operational excellence, and management capabilities. This information was combined with independent research and customer references to determine the Global Outsourcing winners. NCO made the list of the Best 10 Privately Owned Companies by Revenue and the list of the Best 10 Companies by Industry Focus: Sales & Marketing. Inclusion in these lists is a testament to NCO's leadership in the business process outsourcing industry and our commitment to maximizing results for our clients.

• NCO is pleased to announce that NCO Customer Management has received a 9th Annual Call Center Excellence Award from Call Center IQ and IQPC. NCO and other call center leaders and organizations were honored at the Gala Dinner and Call Center Excellence Awards Ceremony in June 2008. After responding to a detailed questionnaire in which we had to demonstrate our industry expertise, NCO was one of only a few companies to receive an award. NCO Customer Management was honored with the top award in the Best Performance Leveraging the Customer Experience as a Strategic Business Driver category. Other companies honored include CVS CareMark, Whirpool, and Mass Mutual Financial.

• NCO is pleased to announce that Technology Marketing Corporation (TMC)'s Customer Interaction Solutions® magazine (www.cismag.com) awarded its CRM division a 2008 CRM Excellence Award for the Customer Care and Technical Support programs they provide for a leading electronics retailer. Customer Interaction Solutions has been the premier publication in the CRM, call center and teleservices industries since 1982.  

• NCO has been working with one of the world's largest electronics retailers since February 2005, when NCO was selected as one of the first companies to provide them with call center outsourcing solutions. In the three years NCO has been working with this company, their relationship has expanded dramatically. Today, NCO is this company's premier business process outsourcing partner.

• In addition to the accolades we received for our work with the electronics retailer, our overall performance was recognized by Customer Interaction Solutions magazine as one of the world's top providers of inbound and outbound CRM solutions. The magazine's 23rd annual industry ranking listed NCO has the fifth largest provider of inbound programs in terms of billable minutes. For outbound services, NCO ranked 20th domestically and third internationally.

• In February 2008, NCO completed the acquisition of Outsourcing Solutions Inc. ("OSI"), a leading provider of business process outsourcing, primarily accounts receivable management services.  The acquisition is currently expected to be accretive to NCO's earnings in 2008 and beyond. Commenting on the transaction, Michael J. Barrist, Chairman and Chief Executive Officer of NCO, said, "We are excited at the opportunities created by this acquisition, which will better enable us to service our markets.  The combined organization will be uniquely positioned to offer our customers a host of new and expanded products along with unparalleled access to advanced technologies, industry experience, and global service capabilities." 

• In January 2008, NCO completed the acquisition of Systems & Services Technologies, Inc. ("SST").  SST is a leading third-party consumer receivable servicer and is a wholly owned subsidiary of JP Morgan Chase & Co. ("JPMorgan Chase") (NYSE: JPM). Commenting on the transaction, Michael J. Barrist, Chairman and Chief Executive Officer of NCO, said, "The acquisition of SST by NCO is a natural evolution of our Business Process Outsource, referred to as 'BPO', service offerings.  We have already identified several opportunities for SST and its loan servicing platform to add value to our clients.  In addition, the strength of NCO's existing service platforms, technology, and client base will provide SST with a resource rich environment for growth and development." In January 2008, NCO announced the completion of its acquisition of Outsourcing Solutions Inc. ("OSI"), also a leading provider of business process outsourcing, primarily accounts receivable management services.

• NCO is pleased to announce that we received an MVP Quality Award from Customer Interaction Solutions, a trade publication focused on the call center outsourcing industry. NCO received a silver medal for our business-to-consumer inbound CRM solutions. Each year Customer Inter@ction Solutions magazine bestows its MVP (Marketing Via Phone) Quality Award on companies that have demonstrated the highest commitment to quality, excellence and customer service. This award is a testament to NCO's commitment to setting challenging goals while operating to the highest ethnical and performance standards.

• Our employees in Bridgetown, Barbados, are an excellent example of how we have the best employees in the industry. In 2007, NCO swept the category for best employees in the services industry of the 37th annual Barbados National Industry Awards, a yearly ceremony hosted by the Barbados Industrial Development Corporation. We received awards for Employee of the Year, Supervisor of the Year, and Manager of the year, and even more impressive is the fact that the three finalists in each category were also NCO employees.

• NCO's performance was recently recognized at the 2007 Call Center Excellence Awards, where NCO Customer Management received an award for 1st Place Runner Up for "Best Use of Voice of the Customer" for the outstanding results we provide for a leading electronics retailer at our facility in Houston, Texas. The 2007 Call Center Excellence Awards program has been created to honor, recognize, and promote the most innovative call center solutions and individuals over the past year. Several prestigious organizations, including several members of the Fortune 100, applied for these awards, and NCO's inclusion is truly a testament to our ability to think creatively and execute.

• In 2007, NCO was recognized as one of the world’s leading outsourcing partners by being included in the prestigious Global Services 100, an annual ranking published by Global Services magazine in conjunction with neoIT, an outsourcing advisory company. NCO was evaluated in 250 areas, including operations and client data, and that information was compared against vendors from 18 countries around the world. NCO was also ranked #6 on the list of the best-performing global call center providers.

• In December 2006, NCO announced the acquisition of the assets of Star Contact (BVI) Ltd. and Call Center-Telemarketing Pro-Panama, S.A. (together "Star Contact"), based in Panama City, Panama. Star Contact is Central America’s leading provider of outsourced, multi-lingual contact center and customer care services to some of the world's best-known businesses. Joseph Fidanque, III, Star Contact's founder and President, will remain President of Star Contact and assume additional responsibilities as Managing Director of NCO's Latin American Operations.

• In November 2006, NCO announced the completion of the acquisition of NCO by an entity controlled by One Equity Partners and its affiliates with participation by Michael J. Barrist, Chairman, President and Chief Executive Officer of the Company, and certain other members of executive management.  Under the terms of the merger agreement, NCO shareholders are entitled to receive $27.50 in cash, without interest, for each share of NCO common stock that they hold.  The transaction is valued at approximately $1.2 billion, including the assumption of debt.

• In July 2006, NCO announced that it had entered into a definitive agreement to be acquired by One Equity Partners ("OEP") and Michael J. Barrist, Chairman, President and Chief Executive Officer of the Company, in a transaction valued at approximately $1.26 billion. Other members of executive management will be given an opportunity to invest in the surviving company and Mr. Barrist will continue as Chief Executive Officer. The transaction is expected to be completed in the fourth quarter of 2006.

• In a deal announced at the end of June, NCO Group has acquired a 75% stake in Melbourne, Australia-based Australian Receivables Limited (ARL). The acquisition gives NCO a foothold in the Australian debt collection market. NCO Group Chairman and CEO Mike Barrist said in a press release that the move into Australia was part of a strategic global expansion for the company. As of July 1, Barrist assumed control of ARL's board. According to the company, however, current ARL Managing Director, Paul Cooney, and his management team will continue to run the business. Cooney will also remain a major shareholder.