Source: eTelecare International
eTelecare operates world-class customer contact centers in the Philippines to serve U.S. and multinational corporations. We have become a leading provider of outsourced contact center services by integrating the best people, best practices and best technologies at significant savings over our competitors.
Corporate Fact Sheet:
Customers:
- Programs include corporate PC support, mutual fund brokerage and transaction services that require NASD series 6 and series 7 licensing, inbound and outbound b2b and b2c sales, and customer service
- Single-source provider for 50% of our clients
- Consistent record of growth from new and existing client relationships
Service Record:
- 90% of calls answered in 20 seconds or less
- Less than 2% average abandonment rate
- 98% customer satisfaction rate, based on more than 5,000 surveys per week
People Profile:
- 100% of Customer Service Agents have four-year degrees from leading universities
- Less than 2% of all applicants receive job offers; almost 90% accept
- Promotion and enthusiasm programs limit employee turnover to less than 22%
Technology:
- Toll quality, private, redundant, secure, fiber optic network to the Philippines
- Fully integrated Quintus/Avaya CTI, data and CRM platforms
- Avaya Definity G3r R9.5 ACDs running in tandem in US and Philippine offices
- Stratasoft StrataDial 8.7.0 predictive dialer
Awards and Achievements:
- 2002 Customer Care Leadership Award, for Best Agent & Best Business Partner
- 2002 Best of Show at International Call Center Management, for Best Outsourcer \
- 2002 Best of Show at International Call Center Management, for Best Offshore Solutions Provider
- 2002 CRM Excellence Award from Customer Inter@ction Solutions Magazine
- 2002 Best of Show at Call Center and CRM Solutions, for Best Outsourcer
- 2001 Gold MVP Quality Award from Customer Inter@ction Solutions Magazine
- 2001 Best of Show at International Call Center Management, for Best Hosted Service
- Proprietary performance management system profiled in a Witness Systems success story
- Featured on CNN, and in The Wall Street Journal, CC News, Call Center Magazine and Call Center World, among others
Overview and History:
- Founded in 1999 by alumni of the Call Center Practice of McKinsey & Co.
- Headquarters in Los Angeles, two call centers in Manila, more than 1400 employees
- Second Manila Call Center opened in October 2002, Second US Data Center will open in 2003.
