TeleTech Holdings has expanded its multiyear agreement with an unnamed broadband communications client to include support for the client's telephony business unit. The agreement call on TeleTech to provide inbound phone and email support for client customers seeking assistance related to telephone service, a high growth area of the client's business.

 

TeleTech currently provides multilingual care and technical support from multiple global locations for the client's many product offerings. Support includes repair troubleshooting, inbound inquiries, and service and installation booking, and operates in channels that include phone, email, and Web chat.

 

"TeleTech's global sourcing model supports the client's strategic initiatives to maximize quality and cost savings," said Kenneth Tuchman, chairman and chief executive officer at TeleTech, in a statement. "Our expertise and our broad array of front- to back-office capabilities make us a natural partner for this well known brand."

 

For 25 years, TeleTech has been designing, implementing, and managing critical business processes for Global 1000 companies to help them improve their customers' experience, expand their strategic capabilities, and increase their operating efficiencies.

 

By delivering a high-quality customer experience through the effective integration of customer-facing front-office processes with internal back-office processes, the company aims to enable clients to better serve, grow, and retain their customer base.

 

TeleTech’s integrated global solutions are provided by more than 52,000 employees utilizing 37,700 workstations across 90 delivery centers in 18 countries. The company in June this year had announced that it has expanded its multiyear agreement with a leading global financial services company.

 

The client, a Fortune 500 company, has selected TeleTech to continue to provide BPO services in three major business areas including product technical support, technical training, and virtual eLearning campus. Under the terms of the agreement, TeleTech will expand its comprehensive front- to back-office solution to continue to address complex Tier I and Tier II technical support needs. The work requires deep understanding of intricate client applications and all associated hardware and ancillary equipment used to support client operations.

 

TeleTech associates will handle transactions in English, Spanish, French, Portuguese, Mandarin, Cantonese, and several other languages.

 

In addition to complex technical support of key client products, TeleTech will continue providing training services for nine unique program types. TeleTech will also support ongoing development of the global standards for the client's eLearning campus.