ETELECARE GLOBAL SOLUTIONS

If you want a company "closer to home", consider eTelecare. Their Senior Vice President for Corporate Development is a Filipino. They are one of the very first BPO provider to establish its operation in the Philippines. And for a span of 10 years in the industry, they now have almost 13,000 employees and have been given awards in the Philippines as “Outstanding Employer of the Year”. They firmly believe that the Philippines is the best offshore location to deliver high quality services in the Philippines.

eTelecare Global Solutions has become a leading contact center outsourcer as a direct result of core competencies that meet their client's business needs.

They offer:

• Unique strategic insights that streamline operations;
• Strong, data-driven connections to your customers; and
• Powerful continuous improvement strategies.

Their staff is dedicated to the client's program and its success, backed by extensive training, rigorous oversight and a fully-redundant network. eTelecare Global Solutions handles millions of calls each year.

They currently serve a broad spectrum of industries, including:

• CONSUMER ELECTRONICS

eTelecare Global Solutions provides technical support and sales programs for clients that include a leading manufacturer of consumer electronics and a manufacturer of home-networking equipment. Their continuous improvement methodology of stretch goals, call monitoring, rigorous evaluation and thorough coaching has been praised as world-class by Fortune 100 companies whose reputation depends on excellent service. On the sales side, the knowledgeable and friendly staff of their inbound consumer electronics program consistently beats both client sales targets and the competition.

The McKinsey-based experience of their executive team helps them tie those advantages together into an unbeatable service offering.

CURRENT APPLICATIONS

Technical Support

Sales

Customer Service

• WIRELESS COMMUNICATIONS

eTelecare Global Solutions is the leading provider of customer service and sales solutions for the U.S. wireless market. Their management team knows the sector's challenges and opportunities, and their veteran staff knows how to deliver quality on every type of program, from the initial sale to customer retention and warranty service. They've posted high success rates on conversion, customer win-back, outbound migration and retention, and inbound migration and retention programs.

CURRENT APPLICATIONS

Technical Support

Sales

Customer Service

Customer Retention

Warranty Service

• TELECOMMUNICATIONS PROVIDER

eTelecare Global Solutions handle telecommunications sales, customer retention and customer service.

They draw on their clients' best practices, adopting them to their McKinsey-based continuous improvement culture. They staff their programs with highly-trained agents backed by weekly coaching. Online reporting and a single point of management contact keeps clients up to date on the program at every stage. In addition, their program teams continuously seek out ways to add value, whether it's revising a cumbersome sales script or recommending new retention approaches. For sales and service, eTelecare Global Solutions delivers results that will be apparent to the client's customers and to their bottom line.

CURRENT APPLICATIONS

Technical Support

Sales

Customer Service

Customer Retention

• FINANCIAL SERVICES

In the highly competitive financial services market, eTelecare Global Solutions takes a best-practices approach to handle the client's customers securely, efficiently and effectively. They carefully screen applicant pools to find candidates with strong communication skills and a knack for details, and each new hire's credit history and police records are investigated by a former CIA officer.

They protect the client's data with dual firewalls, continuously updated anti-virus software and router-to-router encryption over a private network. Their financial services areas are physically separated, video-monitored and protected by security guards, and their fully-redundant infrastructure ensures that the client's program and data will be fully available at all times.

eTelecare Global Solutions continuous improvement approach includes monitoring, coaching and performance bonuses. Their commitment to excellence has made them one of the fastest-growing financial services outsourcers in the world, with programs for NASD-licensed mutual funds transactions, travelers' checks and co-branded stored value cards.

CURRENT APPLICATIONS

Customer Service

Sales

Data Gathering

• TRAVEL AND HOSPITALITY

eTelecare Global Solutions handle customer service, merchant support, time-share brokerage and program sign-ups for some of the leading players in the travel business.

They seek out candidates who can quickly discern customer needs and organize service priorities. They currently support operations in Japanese, Mandarin, Cantonese, Korean, German and Spanish, and they can recruit for other languages as needed. Their programs are backed by a fully-redundant physical network that connects call centers on two continents and will be there when callers pick up the phone, making eTelecare Global Solutions the go-to destination for world-side support.

CURRENT APPLICATIONS

Sales

Customer Service

Reservations

• MEDIA

eTelecare Global Solutions has handled customer contact needs for a newspaper chain, a television network and an Internet service provider, among others, hosting outbound sales, inbound sales and technical support programs.

CURRENT APPLICATIONS

Sales

• HEALTHCARE

eTelecare Global Solutions screen agents not just for language skills and accents, but also for people-handling skills such as empathy, rapport-building and a genuine interest in providing outstanding service. Their agents have successfully handled customer service and appointment setting as well as lead generation and lead brokerage for supplemental Medicare coverage. eTelecare Global Solutions' fast-acting customer care is the cure for the common call center.

CURRENT APPLICATIONS

Lead Generation

LOCATIONS

Corporate Headquarters

31st Floor CyberOne Building

Eastwood City, Cyberpark

Libis, Quezon City 1110

Philippines

Tel: 63 (2) 916-5670

Fax: 63 (2) 687-4158

Executive Offices

8901 E. Raintree, Suite 100

Scottsdale, AZ 85260

Tel: (480) 477-1200

Fax: (480) 314-3417

California Office

604 E. Huntington Drive, Suite B

Monrovia, CA 91016 USA

Tel: (626) 256-7560

Fax: (626) 256-7565

Center 1

12th -17th Floors, PBCom Tower

6795 Ayala Avenue Corner V.A. Rufino Street

Makati City 1226

Philippines

Tel: 63 (2) 580-5350

Fax: 63 (2) 757-4727

Center 2

20th - 22nd, 28th-29th, 31stFloors

CyberOne Building

Eastwood City, Cyberpark

Libis, Quezon City 1110

Philippines

Tel: 63 (2) 916-5670

Fax: 63 (2) 687-4158

Center 3

6/F i1 Building

J.M. Del Mar Avenue

Asiatown I.T. Park, Apas

Cebu City 6000

Philippines

Tel: 63 (2) 411-9010

Center 4

Ground to 3rd Floors, Plaza Building

Northgate Cyberzone, Filinvest Corporate City

Alabang, Muntinlupa City 1781

Philippines

Tel: 63 (2) 580-5350

Center 5

6/F I2 Building

Asiatown IT Park

Barangay Apas, Lahug

Cebu City 6000

Philippines

Tel: 63 (2) 411-9010

Center 6

2/F Annex@Shaw Building

Shaw Boulevard

Barangay Highway Hills

Mandaluyong City 1552

Philippines

Tel: 63 (2) 580-5350

Center 7

2112 - 2113 C.P. Garcia Street

Clarkfield, Pampanga 2009

Philippines

Tel: 63 (2) 916-5670

Center 8

Colonnade

1801 E. Camelback Road

Suite 300

Phoenix, AZ 85016

Tel: (866) 740-2168

Fax: (480) 477-1279

Center 9

6090 Zenith Court, NE

Rio Rancho, NM 87144

Tel: (866) 747-1640

Fax: (505) 994-2276

Center 10

1215 W. Cherry Street

Vermillion, SD 57069

Tel: (866) 251-5001

Fax: (866) 205-6243

Center 11

609 30th Avenue, NW

Minot, ND 58703

Tel: (701) 858-0651

Fax: (701) 858-6134

Center 12

Metro Center Mall

1330 20th Avenue, SW

Minot, ND 58701

Tel: (701) 852-7704

Fax: (701) 837-8524

Center 13

4611 E. Baseline Road

Phoenix, AZ 85042

Tel: (866) 325-3210

Fax: (800) 993-8390