Product/Service

eTelecare Outsourced Call Centers

Source: eTelecare International

eTelecare Outsourced Call Centers
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.