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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.
COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS 5
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
COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS 7
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:
Phone: 800.TELETECH or
303.397.8100 (outside the U.S.)
E-mail: [email protected]
media relations
Media Contact:
Phone: 800.TELETECH or
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.