JUNE 16, 2007
 (STAR) By Carla Paras-Sison - Call centers started the business process outsourcing (BPO) boom in the Philippines and TeleTech Customer Care Management Philippines Inc. is riding the wave.

Starting with less than 500 employees in one location in 2003, the company has grown to a workforce of 11,500 in 10 facilities, including newly opened sites in Bacoor, Cavite and Iloilo City. Clientele has grown 15-fold in this period as corporations choose to delegate such business processes as accounts and human resources administration, sales, marketing and customer service.

“TeleTech is not just a customer care center or traditional call center, but a leader in customer management and BPO solutions with extensive experience across diverse markets. We currently serve broad-based industries globally including healthcare, retail, financial services, communications and media, government, travel and hospitality, and automotive,” says Maulik Parekh, TeleTech vice president and general manager for Asia.

“We work with clients in these industries to develop targeted programs to address distinct challenges and demands, and to support specific customer management objectives,” he says.

Services and solutions include complex customer management, direct sales and marketing, training development and delivery, recruiting, staffing, and workforce management, loan processing, benefits and claims administration, vendor management, payroll administration, and eCommerce.

The company’s parent, TeleTech Holdings, Inc. is listed on Nasdaq (National Association of Securities Dealers Automated Quotations), the largest electronic screen-based equity securities market in the US. It does business in 18 countries and processes over two million interactions in up to 29 languages every year.

TeleTech in the Philippines primarily serves clients needing English-language support. It implements a candidate selection process that is standard across all TeleTech locations.

“This is to ensure that we are able to leverage on global best practices, which includes the use of our automated recruiting tools. We want to maintain the quality that we are looking for in talents that we screen.

What may vary is the sourcing strategy that is implemented to attract as many people and get them to apply. Our sourcing strategies and marketing communications plans are flexible to ensure that we take into consideration the culture, practices, maturity of the call center industry, and regional differences of the applicants in the sites where we are present,” explains TeleTech Philippines recruitment director Maryanne Batallones.

Parekh adds, “TeleTech is an equal opportunity employer and as such it doesn’t place barriers to hiring for employment. As long as applicants meet the basic requirements, they can be hired.”

Chief News Editor: Sol Jose Vanzi

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