| Type | Private |
|---|---|
| Industry | Accounts Receivable Management Customer Relationship Management Back Office Solutions |
| Founded | 1926[1] |
| Headquarters | Horsham, Pennsylvania, United States |
| Number of locations | Over 100 Globally |
| Key people | Ronald A. Rittenmeyer (President/CEO) Jack Jones (COO) |
| Revenue | 1.6 billion USD (2010) |
| Employees | ~30,000 (2011) |
| Website | http://www.ncogroup.com/ |
NCO Group, Inc. ("NCO") based in Horsham, Pennsylvania,[2] is a business process outsourcing company (BPO company) that provides accounts receivable management (ARM), customer relationship management (CRM) and back office solutions for its clients. Founded in 1926, it was a publicly traded company (Nasdaq: NCOG) from 1996 through 2006, when it was purchased by One Equity Partners (OEP), the private investment arm of JP Morgan Chase & Co., and other co-investors[3]. Although a privately held company, NCO still files with the U.S. Securities and Exchange Commission, as it issues public debt.
NCO employs approximately 30,000 people in over 100 locations around the globe[4], through its many subsidiaries, including NCO Financial Systems, Inc., NCO Customer Management, Inc., Transworld Systems, Inc., University Accounting Services LLC, and Systems & Service Technologies, Inc., among others. In 2008, NCO acquired a large ARM competitor, Outsourcing Solutions Inc. (OSI)[5]. In 2010, NCO reported total revenues of $1.6 billion[6].
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NCO is a business process outsourcing (BPO) provider that offers accounts receivable management (ARM), customer relationship management (CRM) and back office solutions across multiple vertical markets, including financial, education, government, healthcare, and retail among others. These services include – but are not limited to – first and third party collections, customer acquisition, direct sales, customer care, product and technical support, systems integration utilities, loan servicing, social media monitoring and analytics, text messaging and web chat services, third party verification, back office support and call center consulting.
NCO contact centers are located throughout the world, including in North America, Central America, Europe/Middle East/Africa, Asia/Pacific, and Australia. These locations support over 40 languages.
NCO has many subsidiaries providing various services across multiple markets. A partial list is found below:
| Subsidiary | Services |
|---|---|
| NCO Financial Systems, Inc. | Accounts Receivable Management, Healthcare Revenue Cycle Management, Attorney Network Services |
| NCO Customer Management, Inc. | Customer Relationship Management |
| University Accounting Services, LLC. (UAS) | Works exclusively with student loans |
| Transworld Systems, Inc. (TSI) | Accounts receivable management |
| Systems & Services Technologies (SST) | Third-party receivable servicer |
| NCO Financial Services, Inc. | Accounts Receivable Management in Canada |
In May 2004, NCO agreed to settle a claim for violations of the U.S. Fair Credit Reporting Act (FCRA), and pay a fine of $1.5 million to the Federal Trade Commission (FTC)[7]. This claim was related to the FTC’s review of NCO’s delinquency date reporting under section 623(a)(5) of the FCRA, primarily related to a large group of consumer accounts from one client that were transitioned to NCO for servicing during 1999. NCO received incorrect information from the prior service provider at the time of transition. NCO became aware of the incorrect information during 2000 and removed the incorrect information from the consumers’ credit files prior to the FTC claim. Section 623(a)(5) has since been amended by Congress to eliminate the liability that was the basis for the claim. NCO has maintained, and continues to maintain, that it has complied fully with section 623(a)(5) of the FCRA.