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:
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
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
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
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
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
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
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