TeleTech

TeleTech

Type	Public (NASDAQ: TTEC)
Industry	Business Process Outsourcing
Founded	1982
Headquarters	Englewood, Colorado, United States
Number of locations	17 countries
Area served	Multi-national
Key people	Kenneth D. Tuchman - Chairman and CEO
Revenue	1.1 billion USD (2010)[1]
Website	www.teletech.com

TeleTech Holdings, Inc. (NASDAQ: TTEC) is a global business process outsourcing company that provides services for customer management, transaction-based processing, database marketing services, professional sales, and eCommerce.^[2] Kenneth D. Tuchman founded TeleTech in 1982.^[3]

The firm is currently operating in 17 countries,^[4] with a total of 62 delivery centers.^[5]

History

The firm was founded in 1982 by current chairman and CEO, Ken Tuchman,.^[6] In 1986, the company moved operations into a small building in Sherman Oaks, California. By 1995, it had added centers in other states.^[6]

In 1996 it completed its IPO and was voted NASDAQ's most successful IPO of the year.^{[citation needed]} The company expanded globally in Australia and New Zealand, and, by 1999, also opened centers in Scotland, Canada, Costa Rica, Argentina, and Brazil. By 2005, it had expanded to the Philippines.

It subsequently acquired Direct Alliance, an award-winning^{[citation needed]} revenue-generation company, and launched revenue generation, social CRM (customer relationship management), and Click-to-Chat solutions.^[6] In 2010 it acquired an 80 percent stake in Peppers & Rogers Group.^[7]

Brands

TeleTech Holdings, Inc. is the core business entity providing business process outsourcing solutions to Global 1000 organizations worldwide.^[8]

TeleTech Government Solutions, LLCdevelops and provides solutions for government agencies in several countries. Within the U.S., TTGS works with a wide range of U.S. government agencies, including the U.S. Department of State, the Federal Emergency Management Administration (FEMA), and the Federal Deposit Insurance Corporation (FDIC).^[8]

Direct Alliance provides business process outsourcing solutions geared towards information technology and consumer electronics.^[8] //

Percepta, established in 2000, serves the automotive industry.^[8]

TeleTech@Home offers customer care management solutions, enabling organizations to build a virtual global workforce of home-based employees.^[8]

Global Business Services provides solutions that range from back-office functions like financing and accounting services to front-office efforts.^[8]

Peppers & Rogers Group is a management consulting firm that leverages methodologies in customer lifecycle management, customer experience mapping, experience-based surveys, enterprise engagement, multichannel marketing and campaign management, loyalty program design, revenue management, and customer relationship management. The firm has operations in nine countries.^[9] Its management team is based in Istanbul, Turkey, and Stamford, Connecticut. Its publishing division, 1to1 Media, is also based in Stamford.

It was co-founded by marketing professionals Don Peppers and Martha Rogers, Ph.D. They popularized the concept of one-to-one marketing,^[10] or personalized marketing, after their book, The One to One Future was published in 1993.^[11][12]

Other books by Peppers and Rogers include:

• Managing Customer Relationships: A Strategic Framework (2nd ed., 2011),^[13] a graduate level textbook.
• Rules to Break and Laws to Follow,(2008)^[14]
• Return on Customer,(2005)^[15]
• One to One B2B, (2001)^[16]
• The One to One Fieldbook,(1999)^[17]
• The One to One Manager, (1999)^[18]
• Enterprise One to One (1997)^[19]

Social Responsibility

A company-wide approach called “Good Sense” enables their associates and other professionals to direct funding and volunteer efforts toward programs, activities, and events in line with their corporate social responsibility.^[20] One notable activity was the Hope For Haiti Telethon for which about 5,000 company employees volunteered to take calls from viewers who wanted to donate to earthquake relief efforts in Haiti.^[21]

References

1. ^ "TeleTech Business Process Outsourcing - Fact Sheet". http://www.teletech.com/en-US/investors/factsheet/. Retrieved 2011-06-11. 
2. ^ "TeleTech Business Process Outsourcing - What We Do". http://www.teletech.com/en-US/about/whatwedo/. Retrieved 2008-04-06. 
3. ^ "TeleTech Business Process Outsourcing - Who We Are". http://www.teletech.com/en-US/about/whoweare/. Retrieved 2008-04-06. 
4. ^ "TeleTech BPO Business Process Outsourcing - Worldwide Locations". http://www.teletech.com/en-US/about/worldwidelocations/. Retrieved 2008-08-27. 
5. ^ "TeleTech 2010 Annual Report". http://www.teletech.com/media/6962925/teletech_annual_report_2010.pdf. Retrieved 2011-07-11. 
6. ^ ^{a b c} "TeleTech History". http://www.teletech.com/company/history. Retrieved 2011-06-11. 
7. ^ 'TeleTech Holdings, Inc. Acquires Peppers & Rogers Group Reuters, December 1, 2010
8. ^ ^{a b c d e f} "HirePoint - Our Brands". http://hirepoint.com/our-brands/. Retrieved 2011-07-01. 
9. ^ PeppersandRogersGroup website
10. ^ "Making the Transition to One-to-One Marketing" Inc, January 1, 1997
11. ^ Peppers, Don and Martha Rogers, Ph.D. (1993). The One to One Future: Building Relationships One Customer at a Time. Doubleday Business. ISBN 978-0385425285. 
12. ^ TeleTech Acquires Peppers & Rogers Group A Globally Renowned Customer-Centric Management Consulting Firm TheStreet.com, December 1, 2010
13. ^ Peppers, Don and Martha Rogers, Ph.D. (2004). Managing Customer Relationships: A Strategic Framework. Wiley. ISBN 978-0470423479. 
14. ^ www.rulesandlaws.comPeppers, Don and Martha Rogers, Ph.D. (2008). Rules to Break and Laws to Follow. Wiley. ISBN 978-0470227541. 
15. ^ www.returnoncustomer.com Peppers, Don and Martha Rogers, Ph.D. (2005). Return on Customer: Creating Maximum Value From Your Scarcest Resource. Crown Business. ISBN 978-0385510301. 
16. ^ Peppers, Don and Martha Rogers, Ph.D. (2001). One to One B2B. Crown Business. ISBN 978-0385502306. 
17. ^ Peppers, Don and Martha Rogers, Ph.D. (1999). The One to One Fieldbook. Crown Business. ISBN 038549369X. 
18. ^ Peppers, Don and Martha Rogers, Ph.D. (2002). The One to One Manager. Crown Business. ISBN 978-0385502290. 
19. ^ Peppers, Don and Martha Rogers, Ph.D. (1997). Enterprise One to One. Crown Business. ISBN 978-0385487559. 
20. ^ "TeleTech's Social Responsibility". http://hirepoint.com/our-community-footprint/. Retrieved 2011-06-11. 
21. ^ "9News.com 5,000 TeleTech employees supporting Haiti telethon". http://www.9news.com/rss/story.aspx?storyid=131239. Retrieved 2011-06-11. 

External links

• Official Website
• Peppers & Rogers Group website
• Official TeleTech Career Gateway
• Official TeleTech Facebook Page