TeleTech Signs Multiyear Agreement to Provide Blended BPO Services to Leading U.S. Healthcare Insurer

TeleTech Holdings, Inc., the leading global provider of customer management and transaction-based business process outsourcing (BPO) services, today announced that a Fortune 100 healthcare services provider has signed an expanded agreement to provide customer management services to claims, benefits, and eligibility customers.

This client first began working with TeleTech in July 2005 and in just nine months is now expected to become one of TeleTech’s top 10 clients during 2006. The expanded work represents an approximate 60% increase in business. Under the multiyear contract, TeleTech will continue to provide customer management services across four of the client’s business units, supporting customers with claims, benefits, and eligibility inquiries. TeleTech will also offer strategic consulting services and implementation support for an organization-wide initiative to unify the client’s back-office infrastructure, optimize its operational processes, and create more efficiency in its technology platforms and applications. As part of this initiative, TeleTech will partner with the client to restructure the client’s many delivery capabilities into a single common platform that dramatically increases efficiency, volume, and service consistency.

“The healthcare insurance industry is going through a period of significant consolidation, which brings with it inherent integration challenges that include disparate infrastructure, technology, and business processes,” said Kenneth Tuchman, chairman and chief executive officer of TeleTech. “TeleTech has a strong track record of solving these important business problems for companies in the healthcare industry, and that expertise played a significant role in securing this contract to expand our work with this client.”

The TeleTech solution will support client operations in all 50 states and four business divisions through a blended multisite model. By supporting the client from multiple sites with standardized processes, the client was able to expand its program nearly tenfold over its initial engagement with TeleTech.

TeleTech, a leader in serving the healthcare industry, brings together advanced technologies and human capital to deliver superior return on investment to clients through high value innovative solutions. TeleTech assists clients in becoming agile by transforming their infrastructure and business processes to optimize existing assets, control costs, and produce new revenue streams. In addition to healthcare services clients, TeleTech provides inventive solutions and results across five other industries.