TeleTech Holdings, Inc. - Call Centers -  Category Directory  

303-397-8100

9197 S. Peoria Street
Englewood, CO 80112

www.teletech.com

Sales

$992 million

Business Description

TeleTech Holdings, Inc. serves its clients through two primary businesses: (i) Customer Management Services, which provides outsourced customer support and marketing services for a variety of industries via call centers ("customer management centers", or "CMCs") throughout the world ("Customer Care"); and (ii) Database Marketing and Consulting, which provides outsourced database management, direct marketing and related customer retention services for automotive dealerships and manufacturers in North America.
 

The Customer Management Services business manages telephone, e-mail, automated/interactive voice response and web-based customer interactions on behalf of clients via CMCs throughout the world and represents approximately 89% of total revenue. Approximately 95% of Customer Management Services revenue comes from inbound customer interactions and 5% from outbound interactions. Accordingly, restrictions under the Do Not Call legislation do not have a material impact on Teletech's business.

Customer Management Services business includes:

• Customer Acquisition Services: new account services including processing and fulfilling pre-sale information requests, verifying sales, activating services and directing customers to product or service sources, as well as initial post-sale support including operating instructions for the use of new products or services.

• Customer Provisioning Services: manage front- and back-office processes from order to installation, including turning on service or trouble shooting installation.

• Customer Support Services: manage customer support interactions, from complex transactions such as insurance claims processing, technical and help-desk support to more basic services such as billing support, account maintenance and complaint resolution.

• Customer Development Services: provide sales information to help our clients identify high-value customers and seek to increase clients' sales through up-selling and cross-selling clients' products or services.

• Customer Retention Programs: work in conjunction with clients to develop targeted customer satisfaction and loyalty programs to help manage customer attrition or turnover.

• Other Customer-Related Programs: customer management services also include aiding in collections, collecting market research from customers and performing outbound-call campaigns.

Ticker:  TTEC