TELEPERFORMANCE

Teleperformance is the global expert in call center management, creating more value through a better customer experience. Their core business spans the full spectrum of CRM/BPO contact center solutions. It was first established in 1978

Teleperformance is the most experienced and truly largest global call center outsourcer in the world. According to the culture of the Group, they consider that it is critical to be a present in each country in order to understand the local market and perform to exceed expectations.

Teleperformance has physical contact centers in 45 countries worldwide serving more than 75 markets in over 66 languages for many of the world’s largest companies.

Teleperformance is also noted for their flexibility and adaptability to specific client needs.

Industry Expertise

Automotive

Business services

Charities

Consumer products

Electronic consumer products

Financial services

ISP

Insurance

Mail order

Manufacturing

Membership services

Healthcare and pharmaceutical

Media and Publishing

Retail and Distribution

Telecommunications

Technology

Travel and Transportation

ecommerce

Intermediate Agency

Political and Public Sector

Office Equipment

Programs For Employees

• Integration with recruitment and initial training
• Motivation with ongoing monitoring
• Coaching and performance management
• Capitalization with ongoing training and individual career development.

Teleperformance' philosophy is to retain quality agents. The job as an agent is not necessarily a temporary activity, but quite on the contrary. Most of their managers have acquired hands-on experience in the field. This shows that good agents can evolve and receive higher responsibilities within the company throughout their career. Moreover good people are compensated by awards and promotions based on strict measurements mixing quantitative and qualitative criteria.

Teleperformance Career Development

• HR/Recruiting
• Operations Management
• Training
• Client Services
• Quality Assurance
• Accounting/Finance
• Technology
• Business Development/Marketing

Teleperformance Jobs

"We are always looking for well-motivated candidates with relevant experience in the contact center industry to help us in our continued expansion."

"If you are interested in joining our Teleperformance team, please apply now to one of our locations."

Teleperformance Corporate Headquarters

Europe & Middle East Headquarters

Michel Peschard

6/8 Rue Firmin Gillot 75737

Paris Cedex 15 France

Tel: (33) 1.55.76.40.80

Fax: (33) 1.55.76.86.86

info@teleperformance.com

Americas & Asia Pacific Headquarters

Daniel Julien

1601 Washington Av. Suite 400

Miami Beach, Fl 33139

Tel: (1) 786.437.3300

Fax: (1) 786.276. 8452

info@teleperformance.com

(for Employment Verification in the U.S. please call 1-801-366-8508)

Teleperformance Philippines

Miguel O. Cojuangco

David Rizzo

14th Floor Octagon Center

Building, San Miguel avenue

Ortigas Center, 1605 Pasig City

Metro Manila

PHILIPPINES

Tel: (63) 2.632.90.00

Fax: (63) 2.632.99.99

manilarecruitment@

teleperformance.com

bacolodrecruitment@

teleperformance.com

CALL CENTER JOB SEEKERS: ENHANCE YOUR COMPUTER SKILLS TO WIN THAT JOB

For call center job seekers, almost 40 percent of your evaluation will be based on how good you are with your computer skills. You don't have to be a computer savvy, but you should at least know the basics. To enhance your computer skills, just click on the links below to access online tutorials for Micosoft Word, Excel, PowerPoint and many others.

Technical Skills:

http://www.proprofs.com/certification/comptia/a-plus/study-guide/index.shtml

Activity 1: http://www.uwstout.edu/training/MSTutorials/word.htm

Activity 2: http://www.baycongroup.com/tutorials.htm

Activity 3: http://www.officetutorials.com/

Activity 4: http://www.jegsworks.com/lessons

For call center job seekers applying for Technical Support for ISP, Dell, IBM, or Hewlett Packard,

visit http://blog.support1000.com/.

You may also visit http://www.virtualdesktop.org to practice navigating Windows Programs and most versions of Macintosh. The website also includes different applications such as Outlook Express (different versions), Apple Mail, and Netscape.

These are free websites that will be valuable to you if you really want to be part of the call center world. So train yourself, get ahead, be a Technical Support Representative if you wish (Technical Support Representatives receive higher compensation than most Customer Service Representatives). Start becoming a call center job seeker and be a proud agent.

CALL CENTER AGENTS/ASPIRANTS: Enhancing Communication Skills

One of the most common phrase you will hear in a call center is "I believe I can speak English well, but why can't my caller understand me?" This is most common on new call center agents. There is a difference for Filipinos' English conversation and that of the Americans. Much of which lies on the intonation pattern and pronunciation. If an agent will always encounter this kind of scenario, it is crucial for him to enhance his communication skills to be useful for his job. For a call center job seeker, enhancing his English Communication skill will give him an edge over other applicants because most of the evaluation will be based on how well a call center job seeker can converse with proper English.

Whether you're speaking with a customer over the phone, via email or face-to-face, proper grammar and effective listening/reading skills can make the difference between satisfying a need or escalating a problem. In fact, the same is true when communicating with anyone in a professional environment, whether you're applying for a job, pitching a new idea or presenting to a room full of executives. So while basic, these skills are critical to achieving every one your professional goals, both today and in the future. Best of all, it's all right here at your fingertips. Just click on the following links to practice your pronunciation, enhance your listening and improve your grammar.

CALL CENTER AGENTS AND CALL CENTER JOB APPLICANT'S STEP BY STEP GUIDE TO ENHANCE COMMUNICATION SKILLS

Practice Proper Pronunciation

Activity One: Go to http://eslus.com/LESSONS/READING/READ.HTM and select items to read. Record your reading (Microsoft Sound Recorder is installed on most computers).

Activity Two: Review words that are commonly mispronounced at http://www.m-w.com. Listen to words correctly pronounced and repeat them.

Activity Three: Go to http://Evaeaston.com/pr/home.html and click on "Consonant Sounds" or Vowel Sounds." Select each of the sounds listed. Practice the sounds using the words provided.

Enhance Listening Skills

Activity One: Go to http://www.esl-lab.com/ and complete the listening exercises.

Activity Two: Visit http://www.msnbc.msn.com/ and watch and listen to English-speaking newscasters.

Review Grammar

Activity One: Review English rules at http://owl.english.purdue.edu/handouts/grammar/ or visit http://www.englishclub.com.

Activity Two: Test your grammar knowledge at http://a4esl.org.

QUALFON QUALITY CONTACT SERVICES

Qualfon was founded in 1996 initially providing IVR, billing, SMS, BPO and call centers. It has recently expanded to the Philippines, US and Europe.

Qualfon is a business process and contact center outsourcing provider with call centers across the globe.

Their clients include:

• Telecommunications Industry
• Manufacturing
• Media
• Banking and Financial Services

They are continuously hiring for:

• Call Center Agents
• IT Support
• Quality Analyst
• Supervisor

Qualfon in the Philippines is located in

Cebu City

6th Floor, Skyrise Building, Asiatown IT Park

Cebu, Philippines 6000

TELETECH

If you want to be a part of a huge call center, Teletech is your company, they have reached their previous goal of maintaining 15,000 employees for Philippine operations alone, and now targeting 25,000. So If you want a fast-moving career in the call center, move on to Teletech.

TeleTech is a leading global business process outsourcing (BPO) company that provides a full range of front- to back-office outsourced solutions.

With operations in over 18 countries and on nearly every continent, we manage over 3.5 million interactions in over 29 languages.

Teletech perform all of the business critical support processes efficiently and effectively, which includes:

• 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.

Teletech provides outsourced solutions to the following industries:

• Healthcare
• Retail
• Financial Services
• Communications and Media
• Government
• Travel and Hospitality
• Automotive

TeleTech Rewards Employee Benefits

• Training,
• One-on-one coaching, and
• Exciting career opportunities.

Their employees are eligible for some or all of the following benefits, depending on location and status:

• Medical insurance
• Medical care reimbursement account
• Dental insurance
• Vision insurance
• Dependent Care Reimbursement Account
• Life insurance (basic and supplemental)
• Accident insurance
• Accidental Death and Dismemberment (basic and supplemental)
• Disability (short-term and/or long-term)
• Paid time off
• Holiday pay
• Training
• Tuition Reimbursement

If you got this page out of your search from Google, Yahoo, Bing,etc and you are looking for a career in Teletech, consider these great tips from an insider:

• Beating Tough Call Center Interview Questions
• Enhance Your Communication Skills
• Enhance Your Technical Skills For Technical Support Job
• Job Descriptions

CORPORATE HEADQUARTERS:

9197 South Peoria Street Englewood, Colorado 80112-5833 U.S.A. If you got this page out of your search from Google, Yahoo, Bing,etc and you are looking for a career in Teletech, consider these great tips from an insider: Teletech Philippines

1st Level, Bonifacio Technology Center

31st Street, corner 2nd Avenue

Fort Bonifacio Global City 1634

Taguig, Metro Manila

Teletech Pasay

Bldg. F, SM Corporate Offices

1000 Bay Blvd., SM Business Park

Pasay City 1300

Metro Manila

Monday - Friday 8:00 AM - 5:00 PM

Teletech Novaliches

Levels 1 & 2, Robinsons Place-Novaliches

Quirino Highway corner Maligaya Road

Novaliches, Quezon City 1123

Monday - Friday 8:30 AM - 5:30 PM

Teletech Cainta

Levels 2 & 3, Robinsons Place-Cainta

Ortigas Ave. Extension corner Felix Ave.

Cainta, Rizal 1900

Monday - Friday 9:00 AM - 6:00 PM

Teletech Pampanga

G/F Building 4, SM City Pampanga,

Lagundi, Mexico, Pampanga

Mondays - Saturdays 10:00 AM - 7:00 PM

Temporary Recruiting Office opens on January 14, 2008

TeleTech Site Dumaguete

Dumaguete Business Park

South Road

Calindagan

Dumaguete City, 6200

(beside St. Louis School-Don Bosco, across Robinsons Construction Site)

Monday - Friday 8:00 AM - 5:00 PM

Teletech Batangas

Level 2, Robinsons Metro

Araneta Avenue, Singcang

Bacolod City 6100

Negros Occidental

Monday - Friday 9:30 AM - 6:30 PM

Levels 2 & 3, Robinsons Place-Lipa

J.P. Laurel Highway

Lipa City 4217

Batangas

Monday - Friday 9:00 AM - 6:00 PM

Teletech in Cebu

Levels 1 & 2, Oakridge IT Center

880 A.S. Fortuna Street

Banilad, Mandaue City

Cebu

Monday - Friday 9:00 AM - 6:00 PM

Teletech in SM City Iloilo

Benigno Aquino, Jr. Avenue

Mandurriao, Iloilo City

5000 Iloilo, Philippines

Monday - Friday 10:00 AM - 7:00 PM

Teletech in SM City Bacoor

Gen. Aguinaldo cor. Tirona Highway

Barangay Habay, Bacoor

4102 Cavite, Philippines

Monday - Friday 10:00 AM - 7:00 PM

Saturday 8:00 AM - 5:00 PM

LANGUAGE OR ACCENT AND COMMUNICATIONS SPECIALIST

In a call center environment, a Language Specialist's primary duties are to supervise or perform work in rendering from a foreign language into English the spoken words where the objective is accurate translations, accent reduction or modification.

• A Language or Accent and Communications Specialist administer a systematic approach used to learn or adopt a new accent base on the client's customer's location. The methodology involves several steps, which include identifying deviations in the person's current speech from the desired accent such as pronunciation, speech patterns, changing the way one uses their mouth, teeth and tongue to form vowel and consonant sounds.

• They also modify intonation and stress patterns so that call center agents master the second language and alter their speech to more closely resemble the accent of a certain group of people, thus enhancing clarity of their communication.

• Part of a Language or Accent and Communications Specialist's responsibility is to evaluate call center agents in order to determine their current speech and language development.

Their job would also include monitoring remotely or thru recordings the call center agent's conversations with callers.

CALLTEK CENTER INTERNATIONAL INC.

Calltek is a call center tailor-made for broadband and video/TV specializing in hospitality and MDU market. Their background includes PC/Server Motherboards, Telecommunications, High-Speed Internet Access (HSIA) systems for hotels, as well as Computer Networking.

Although CallTek just started in 2004 by US-based engineers, they have mastered and extensive and consistent commitment to maintain and foster the reputation of the company it supports. CallTek's management 's goal is to take call centers to a higher level of creating a truly seamless relationship between vendors and their clients.

Services Offered

• HSIA Hospitality/MDU
• Internet, VOIP, Video
• Product Support

• Network Management
• 24/7 technical support and customer service thru phone, email and chat support
• Enterprise4 Ticket System and Reporting
• Tier 1 Support Scope
• Tier 2 Support Scope

Calltek's Benefits For Their Employees
Free one meal a day

Free 24 Hours snacks and beverages

Health Insurance

Medicine Subsidy

Retirement Plan/Life Insurance

Savings Plan

Team Socialization Allowance

Quarterly Perfect Attendance Raffle

Performance Bonus

Current Job Openings:

• Customer Service Trainers
• Technical Support Engineers
• Customer Service Specialist
• Web Developer
• Also looking for Spanish Speaking TSE and CSS

CallTek Center International Inc.

USA

7 Marconi

Irvine,CA 92618

Tel : 949.268.9199

Philippines

4th floor JY Square

Lahug, Cebu City 6000

Tel : 032.417.2889

Anyone interested for the this call center job may email their resume to hiring@calltekcenter.com. Online application is welcome.

Email : sales@calltekcenter.com

CLIENTLOGIC CORPORATION PHILIPPINES

ClientLogic is a leading international business process outsourcing provider in the customer care and back office processing industries. The company is among the top five global call center providers, managing more than 140 million customer interactions in 2003. The company’s main headquarters is in Nashville, Tennessee.

Still in the phase of expansion in the Philippines, ClientLogic has already made itself to be one of the top call centers fast expanding its operations. They are currently employing almost 2,000 individuals in its main office in Ortigas Center, Pasig City. They also have another facility in Baguio City at the Baguio Export Processing Zone which has more than 1000 employees, and will be expanding to another 600-seater site. ClientLogic is a subsidiary of Canadian diversified company Onex Corporation and operates in 53 locations in 12 countries throughout North America, Europe and Asia.

Offered Services:

• Customer care
  
• ClientLogic provides customer service, sales and technical support which include tracking customer information across multiple channels.
• Back-office processing
  
• ClientLogic offers comprehensive, back-office services, order and payment processing, eCommerce, catalog, continuity services and rebate processing activities.
• Right-shore
  
• ClientLogic’s right-shore strategy focuses on consistently providing the right products and services to the right customer-type from the most appropriate geographies.

ClientLogic Corporation Baguio

Loakan Road, Peza Complex

Loakan

Baguio City 2600 Philippines

ClientLogic Corporation Pasig City

22/f Wynsum Corporate Plaza,

Emerald Ave, Ortigas Center

Pasig City, Metro Manila,

Philippines

Contact No:

860 -1012

Fax No:

860 - 0111

Email:

cristina.templa@clientlogic.com.ph

Website:

www.clientlogic.com

ACCENTURE

One call center that continue to value quality when it comes to their performance is Accenture. It is a global management consulting, technology services and outsourcing company. The International Association of Outsourcing Professionals (IAOP) ranked Accenture to be the number one outsourcing service provider on the Global Outsourcing 100 list.

Accenture was established in 1989 primarily as a technology consultant and systems integrator, and soon began offering new breeds of business integration solutions to clients.

They have maintained their relationships with the world's leading companies and governments and work with organizations of all sizes—including 94 of the Fortune Global 100 and more than two-thirds of the Fortune Global 500. Their commitment to client satisfaction strengthens and extends their relationships. One proof is that all of their top 100 clients in fiscal year 2007, based on revenue, have been clients for at least five years, and 85 have been clients for at least 10 years.

Industry-Specific Business Process Outsourcing Services

• Insurance BPO
• Navitaire-helping airlines reclaim relationships with their customers
• Public Service (Government) Processing-helping the public sector to provide better citizen services
• Utilities BPO-provides customer care, technology and business services to utility companies
• Pharmaceutical BPO Services-provides outsourcing services to medical organizations
• Health Administration BPO Services-provides outsourcing services to health payers

Accenture also offer "bundled outsourcing" services where they provide multiple BPO services on a shared services basis or bundle BPO services with IT outsourcing.

PHILIPPINES

5th Floor MSE Building

Ayala Avenue, 1200 Makati City

Philippines

Tel: 63 (2) 841 0111

Fax: 63 (2) 849-5003

manilacareers@accenture.com

WESTERN WATS PHILIPPINES

If you are from the South, then this is your call center, Western Wats. They are unique among the call center companies since they don't provide customer service or technical support. What they do, though is Market Research. They conduct surveys.

Market Research call centers collect data for a wide variety of agencies. These data collection efforts can help companies create better business plans and help them determine how to launch a new product or service, or how to fine tune existing products and services. It can be used to determine which portion of the population will purchase a product/service or how a constituency will vote for a particular candidate/issue, based on variables like age, gender, location and income level. We empower businessmen, political leaders, and decision makers to make smarter, better and informed decisions.

Western Wats has over 16 phone centers. Their Cebu, Phillipines facility being the only one outside North America, is proud to be the largest and fastest growing of them all. Strategically located inside the Mactan Export Processing Zone- 2 (MEZ-2), on the island of Mactan, Western Wats Philippines has successfully operated in the Philippines since August 2003. The Cebu phone center is a wholly owned subsidiary of Western Wats and is exclusively dedicated to survey research. The facility is directed by executive management at their headquarters in Orem, Utah. The center currently occupies three floors and employs more than 1,500 full time employees who operate 700 interviewing stations.

Western Wats have close to 300 clients, ranging from government agencies, auto manufacturing firms, advertising outfits, media organizations, print publications, and universities, to mid-sized grocers, small private businesses, non-profit groups, etc.

These are the jobs offered:

Market Researchers

PHP Programmers

IT Technicians

IT Specialist

HR Staff

Software Developers

Helpdesk Telephone Support Technicians

If you apply for a job with Western Wats, these are what you can expect:

• No selling. No Telemarketing involved.
• They do not offer any Customer Service Assistance.
• They do not do conduct any Technical Support.
• They do not receive nor answer to the concerns of any irate callers.
• They have a fixed schedule.
• Certainly no shifting or rotation scheduling.
• More casual dress code is allowed.
• Two week paid training.
• Regularization of 95% after 5 months.
• Working students are offered flexible schedules.
• For individuals who wish to further their education, they grant study leave.
• Meritocracy is something they advocate. Western Wats offer equal employment opportunities and career advancement from within their ranks.
• They respect individuality, regardless of a person’s age, sexual preference, religion or culture.
• You can expect a clean, spacious and conducive workplace.
• They have a high retention rate with employee satisfaction.

Where can you find them?

Western Wats Philippines Incorporated

PIPC Building #7

MEZ II, Basak

Lapu-lapu City, 6015

Western Wats Philippines

Important Phone Numbers:

Trunkline:

(032) 341- 3268 and (032) 341-3266

Human Resources Extension Number:

7527- HR Staff

Recruitment Extension Numbers:

7523 and 7522 – Recruitment Staff

Western Wats Philippines Operations

Business-to-Business Shift

Shift Hours: 8:00 PM - 4:00 AM

EPERFORMAX CONTACT CENTERS

If you are looking for a call center ran by a Filipino, that's ePerformax. The chairman of the Board is a Filipino while the President and CEO is from the United States. Both personalities has gained numerous awards and successes from their own companies until the partnership.

ePerformax Contact Centers is a corporation owned by Performance Consulting Group of the U.S., in partnership with Transnational Diversified Group (TDG) of the Philippines,

ePerformax started to venture into the Philippines in 2002. TDG is a 30-year old Philippine company that invested to 28 companies which employ over 8,000 people in service-oriented positions who are exported to companies such as Disney Cruise Line.

Their call centers in Makati City and Cebu City have over 2000 agents providing Inbound and Email Customer Service, Technical Support, 3rd Party Call Quality Monitoring and Assessment, Data Collection and Verification, along with a number of back office processing operations, for six major U.S. companies.

Services Offered:

Business Processing Outsourcing Services

• Third Party Quality Monitoring
• Research & Data Mining
• Database Maintenance
• Records Management & Processing
• Document Imaging
• Data Entry & Transcription
• Claims Processing

Contact Center Voice Services

• Inbound Customer Service
• Inbound Technical Support & Help Desk
• Inbound Sales - Up-selling & Cross-selling
• Outbound Business - to - Business

Contact Center Non-Voice Services

• Chat
• Email

To apply for a job at ePerformax, you will have to visit their website , and go to "Career Opportunities". Only thru that section will they respond to any employment opportunities.

Website: www.eperformax.com

ePERFORMAX Contact Centers (PHILIPPINES)

Telephone Numbers:

1.888.384.7004

(632)490.2288

Address: 2nd Floor, BPI Buendia Center Senator Gil Puyat Avenue Makati City, Philippines 1200

3rd Floor, JY Square IT Center 1 Salinas Drive Lahug, Cebu City, Philippines 6000

ePERFORMAX Contact Centers (USA)

Telephone Numbers:

901.751.4800

1.866-ePERFORMAX (866.373.7367)

Address:

8001 Centerview Parkway, Third Floor

Cordova, Tennessee 38018

Seek No More: JOBSolutely Cool Glorietta 2008

Seek No More: JOBSolutely Cool Glorietta 2008

Hey..Call Center job aspirants..There's a job fair coming at the Festival Supermall on August 29-30. Call Centers are joining to search for their future team players. For more details, click here.

And do remember to be prepared for that job interview. Be sure that you understand the job position that you are applying for and you have a background of the call center company you aim to join.

MORE INTERVIEW TIPS FOR CALL CENTER JOBS

1. When being interviewed for a call centre job, avoid answering questions with a brief "yes" or "no". Try to elaborate by using your past work/school experiences to support your answer if needed.
2. Never pretend to know something or someone when you don't. If you don't understand the question, or you need a moment to think about it, say so.
3. Be honest. Don't overstate or exaggerate your experiences or qualifications. Keep in mind that call center skills can always be learned; but honesty is a quality you either have or don't-and it is something that a call center company value highly in all of their employees.
4. Don't rely solely on your application or your resume to do the selling for you. Interviewers will base their perceptions on their face to face meeting with you.
5. Don't be afraid to ask questions. It's a plus for you since it shows interest and ambition.
6. Project energy and enthusiasm. Employers want to hire individuals who are excited about the job-and become part of their call center team.

Related Information:

• Interview Tips For Call Center Job
• Call Centre QA Interview Strategies
• Call Center Interview Question
• Call Center Interview

TEAM LEADER

Description

A Call Center Team Leader is an authority who possess a certain additional supervisory level. He manage the day-to-day planning and operation of the team agents on the floor. He provide solutions to the agents to meet with the required service level components, standards, and sales targets. He also acts as the communication conduit between the agents and the management.

Duties

• A Team Leader's primary duty involves agent management, including all HR related issues, as well as staff development.
• He is also tasked to compile reports on team's performance and customer feedback.
• He also conduct performance appraisal for the team.
• He may also send out recommendations for product and process development based on customer feedback and analysis.
• A Team Leader is also responsible to the delivery of team sales, service level components, quality and productivity targets and indicators.

QUALITY ASSURANCE SPECIALIST

Description

A Quality Assurance Specialist is an analyst dedicated to call monitoring who is also engage in other tasks/activities in the interest of driving improved performance in the call center.

Duties

• Quality Assurance Specialists perform call monitoring and provide trend data to site management team.
• They participate in the design of call monitoring formats and quality standards.
• Their duties also include coordinating and facilitating call calibration sessions for call center staff.
• They also participate in customer and client listening programs to identify customer needs and expectations.
• They work with managers and supervisors/team leaders to calibrate monitoring processes and results.
• Their duties may also require them to make a research and recommend vendors for automated processes.
• Quality Assurance Specialist may also need to gather and distribute results.

TECHNICAL SUPPORT REPRESENTATIVE

Description

A Technical Support Representative for a call center is a person who provides answers to questions from customers regarding use and trouble-shooting of equipment. It can either be for hardware, software, use or application of different pieces of equipment, from home appliances, to commercial equipment to industrial machinery.

Duties

• A Technical Support Representative's duty may include training new users about a particular product.
• They must know the product well to identify and resolve technical problems.
• Lastly, a Technical Support Representative should also provide implementation assistance, if needed to resolve any problem.

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