Tele Tech Corporate Overview

COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS

For Global 1000 leaders with complex ambitions, TeleTech is the go-to

partner for unmatched total value in transforming customer and enterprise

goals into new realities.

Corporate Overview

I NEED AGO-TO PARTNER

TeleTech Solutions

• Customer Innovation

• Revenue Generation

• Hosted Technology

• Learning Innovation

• Enterprise Innovation

• Professional Services

COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS 1

Beyond Leadership

A Track Record of Expertise

TeleTech has focused on making

ambitious goals reality for our clients

and their customers. From our earliest

days, we’ve supported the large and

rapidly growing customer management

market. We enable companies to

leverage our emerging technologies

and global footprint to meet the rapidly

changing needs of their customers.

TeleTech has continued to evolve

to meet our clients’ scalability and

geographical requirements. We build

long-term relationships and create

technology advances in customer

experience delivery that allow our clients

to seamlessly serve their customers

around the world. As customer

demands rise, enterprises turn to us

in greater numbers to learn how to get

more from their existing resources.

Since 1982, TeleTech has thought and acted outside the traditional boundaries of business. This stems from our

belief that every challenge brings new opportunities, and we’re driven to identify these possibilities at every turn.

Our ability to quickly adapt to global change has helped companies scale their business, better serve customers,

reduce risk, and increase profits along the way.

Today, we’re still on the forefront of what’s next in sales, marketing, and customer relationship management plus

we have the technology innovations to successfully support these organizations. Throughout our history, we’ve

served as the go-to partner for the world’s most ambitious companies, helping them get to market first with

new ideas, new technologies, and new ways of conducting business.

TeleTech’s ability to equip our clients with the transformative tools that enable their success has led to a

proven track record of stability and reliability regardless of what’s going on in the rest of the world or within a

particular industry.

“Today’s products and

services commoditize quickly.

Successful companies know

that the service experience

defines their brand, and

that brand perception drives

customer affinity.”

- Ken Tuchman, Chairman

and CEO, TeleTech

2Corporate overview

For global leaders with complex challenges, TeleTech serves as the go-to partner for unmatched total value.

We’ve earned an enviable reputation for transforming the goals of our clients and their customers into new

ways of thinking, performing, and buying. Our deep operational heritage and unrivaled innovation make it

possible for us to solve our clients’ biggest challenges, deliver revenue growth, and tie our business success

directly to their outcomes.

TeleTech Today

$5 BILLIONis the amount of client revenue driven annually

We base everything we do on a

philosophy that ultimately transforms

our clients’ business with extraordinary

people, solutions, and technology.

Our philosophy ensures continuous

program improvements and engaging

brand experiences. This means that

clients experience a decrease in costs to

target, acquire, grow, serve, and retain

customers. Revenue and customer

satisfaction increase. And, our focus on

performance-based outcomes helps

guarantee results by aligning objectives.

1980’s 2000’s

1990’s

Globalization and SaleS Technology choices explode for consumers creating more complex support challenges. TeleTech expands to manage unprecedented customer care and technical support volumes.

The direct sales model for computer manufacturers revolutionizes the tech landscape. TeleTech delivers a direct sales channel that allows manufacturers to adapt and thrive.

outSourcinG Japanese automakers introduce premium brands to the U.S. market, TeleTech is selected to establish a U.S. customer support infrastructure.

Increasing deregulation in telecommunications paves the way for TeleTech to partner with industry leaders to improve the customer experience in an unstable marketplace.

Virtualization Technology advances create the opportunity to create borderless global operations. TeleTech expands globally to serve its clients’ customers in over 85 countries.

As the complexity of managing global premise-based technology accelerates, TeleTech leads the industry by creating a centralized global infrastructure and private network. The TeleTech GigaPOP®

provides virtual access from four consolidated data centers.

Since 1982, TeleTech has focused its business on progressively developing strategic business solutions for every

stage of the customer life cycle. TeleTech’s innovative experience with integrating customer and enterprise

management solutions —coupled with world-class employees, partners, and clients—has resulted in many

successes over the last three decades, and will continue to position TeleTech as the go-to partner for Global

1000 companies.

Highlights

2000’s

2010’s

community collaboration Consumers migrate to new social media to interact with companies. TeleTech integrates traditional and emerging channels to provide seamless multichannel support, offering clients innovative ways to engage with their customers. reVenue Generation An increasingly competitive marketplace demands new strategies to generate revenue. TeleTech drives revenue growth for clients with specialized marketing and sales tools to enhance public sector, small and medium business (SMB), and education channel sales.

redefininG the cuStomer experience As companies increasingly realize that the customer experience defines the brand, the acquisition of Peppers & Rogers Group enables TeleTech to combine strategy with execution. Peppers & Rogers brings 20 years of consulting expertise focused entirely on customer-centric strategies to increase revenue, satisfaction, and brand loyalty. The combination of Peppers & Rogers’ thought leadership with TeleTech’s ability to turn strategy into execution is a key differentiator in today’s marketplace.


TeleTech offers the best overall value in the business process outsourcing (BPO) industry by focusing on

developing long-standing, mutually successful partnerships. This approach enables us to commit financially

to leading companies that engage us to help solve their most daunting customer management or enterprise

challenges with speed and innovation. Our solutions include:

revenue Generation – TeleTech’s

Revenue Generation solutions deliver

more than $5 billion in annual revenue

for clients via a comprehensive suite

of integrated offerings designed to

grow existing revenue, retain valuable

customers, and target new markets

for additional growth. TeleTech designs

and manages thousands of client-

branded e-commerce websites which

help implement sophisticated customer

targeting and segmentation strategies to

optimize the revenue potential in every

customer interaction.

customer innovation – TeleTech’s

Customer Innovation solutions are

specifically tailored to improve each

customer’s end-to-end experience,

helping to build brand loyalty and drive

the highest levels of satisfaction across

all customer interaction channels in

traditional and emerging media. The

end result? Lengthier, more profitable

customer relationships for your

business.

hosted technology – TeleTech’s

technology solutions offer software and

infrastructure on a hosted or on-premise

basis to enable companies to implement

an end-to-end, best-in-class customer

management capability that facilitates

interaction with customers across all

touchpoints on a global scale with lower

costs and reduced risk. Our technology

delivery method supports on-premise

hardware and software or cloud-based

solutions to move customer service

operations to anywhere in the world, at

any time.

We base everything we do on

a philosophy that ultimately

transforms our clients’ business

with extraordinary people,

solutions, and technology.

Right Solutions. Right Time.

6Corporate overview

enterprise innovation – TeleTech’s

Enterprise Innovation solutions involve

the redesign of front- and back-office

processes to significantly advance

your abilitiy to obtain a customer-

centric view of your relationships and

to capitalize on greater up-sell and/

or cross-sell opportunities while

optimizing the customer experience. We

drastically improve efficiency by applying

proven expertise, global staffing, and

management resources to a company’s

business processes.

Learning innovation – TeleTech’s

Learning Innovation solutions increase

speed to proficiency as well as reduce

learning curves and training expenses.

In addition, TeleTech utilizes a blended

methodology which includes virtual

job-simulation environments, eLearning

courses, interactive social media

networking and collaboration, as well as

intuitive 3D and game-based learning

courses.

Professional services – TeleTech’s

consultants deliver innovative and

high-quality customer-centric solutions

that drive enhanced market share,

increased revenue, improved customer

segmentation strategies, actionable

data analytics and optimized business

processes and operations.

Fast Facts

• TeleTech has over 250,000 users on client-

branded e-commerce websites for simplified

customer transactions

• 3.5 million customer interactions per day

across the globe

• Our Learning Innovation team averages 8.5

million learning hours per year

CustomerInnovation

EnterpriseInnovation

RevenueGeneration

LearningInnovation

HostedTechnology

LearningInnovation

ProfessionalServices


TeleTech continues to demonstrate success across more than a dozen industries. We offer integrated vertical-

specific global solutions that respond to the needs of hundreds of clients and millions of their customers.

By fostering a collaborative environment in all aspects of the business, TeleTech designs, implements, and

manages critical business processes for innovative companies to help improve their customers’ experiences,

expand their strategic capabilities, increase their operating efficiencies, and ultimately generate more revenue.

By delivering a high-quality customer experience through the effective integration of customer-facing front-

office processes with internal back-office processes, we enable our clients to better serve, grow, and retain their

customer base for various industries including:

communications and media –

Providing robust integrated systems and

world-class processes to dramatically

grow revenue and increase the

depth of customer relationships in a

communications driven world. For our

clients, this means increased market

share through high-margin services

and expanded networks while offering

customers in-demand products and the

latest industry technology.

Financial services – Offering systems,

tools, and capabilities in order to rebuild

our clients’ asset base, develop new,

sustainable operating models, and

create a trust-leadership position with

customers and businesses. TeleTech

offers clients solutions that deliver

measurable results quickly, while

reducing risk, increasing profits, and

boosting client satisfaction along the way.

healthcare – Delivering the people,

processes, and technology for the

highest performance in order to respond

to an evolving regulatory environment

and ensure care for members when

they need it. For TeleTech clients, this

means the highest levels of efficiency to

generate reliable profits while enhancing

the member experience and serving the

healthcare industry’s individual needs.

technology – Leveraging a new era

of technology capabilities, developing

sustainable operating models, and

creating a different view of value. For

Global 1000 high-tech, high-demand

companies, the ability to deliver

relevant messages through multiple

communication channels is what helps

customers better understand, and adapt

to, ever-evolving technologies.

Government – Providing government

agencies with the most advanced

hosted cloud-based technology;

seasoned professionals familiar with

the needs and issues facing public

agencies; and superior, cost-effective

customer service methodologies.

Automotive – TeleTech has extensive

experience providing customized

customer management and revenue

generation solutions for the auto

industry. Our expertise includes direct

marketing and customer retention,

distributor and retailer support, and

customer acquisition and loyalty

programs.

retail – TeleTech’s retail capabilities

range from closing the sale through all

channels to providing high-quality online

customer support to sustaining seasonal

peaks in customer interaction volume.

Cultivating Industry Standards

8Corporate overview

Ready to Get Started?

There’s no question that companies tap every resource to ensure that they attract and retain customers, increase revenues, and

minimize costs. That’s why now, more than ever, TeleTech has become the go-to thought leader to which global companies turn.

contact us today

Sales Contact:

Phone: 800.TELETECH or

303.397.8100 (outside the U.S.)

E-mail: [email protected]

investor relations

Investor Contact:


303.397.8100 (outside the U.S.)

E-mail: [email protected]

media relations

Media Contact:


303.397.8100 (outside the U.S.)

Or on the web at: www.teletech.com

North AmericA 9197 South Peoria Street Englewood, Colorado 80112-5833 Phone: 1.800.TELETECH or +1.303.397.8100 (outside the U.S.) Fax: +1.303.397.8199e-mail: [email protected]

LAtiN AmericA Argentina Chacabuco 175 C1069AAC - Buenos Aires Argentina Phone: + 54 11 4121 7800Fax: + 54 11 4131 7007e-mail: [email protected]

Brazil Av. Maria Coelho Aguiar, 215 Bloco A – 7º andar Sao Paulo, SP, 05805-000 Brazil Phone: + 55 11 3747 7967Fax: + 55 11 3747 7764e-mail: [email protected]

costa ricaZona Franca del Este San Gabriel de Calle Blancos San Jose Costa Rica Phone: + 506 2507 5829Fax: + 506 2223 0081e-mail: [email protected]

mexico Plaza de la Republica num. 43 Col. Tabacalera Mexico City, Mexico D.F., C.P. 06600 Mexico Phone: + 52 55 9140 5337Fax: + 52 55 5566 5300e-mail: [email protected]

AsiA-PAciFic ANd southeAst AsiA

Australia and New Zealand 154 Pacific Highway St. Leonards NSW 2065 Australia Phone: + 61 2 9844 1100Fax: + 61 2 9930 1630e-mail: [email protected]

PhilippinesBuilding F, SM Corporate Offices 1000 Bay Boulevard, SM Central Business Park Pasay City, 1300 Philippines Phone: + 63 2 5529730Fax: + 63 2 5529789e-mail: [email protected]

euroPe, middLe eAst, ANd AFricA 81-85 Duncairn Gardens Belfast BT15 2GQ United Kingdom M4 3AQ Phone: + 44 28 9057 5000e-mail: [email protected]

www.teletech.com

©2011 TeleTech Holdings, Inc. All rights reserved.

Tele Tech Corporate Overview

Business

Transcript of Tele Tech Corporate Overview