TeleTech Wins CRM Excellence Award

TeleTech Holdings, Inc. (NasdaqGS: TTEC), one of the largest and most geographically diverse global providers of business process outsourcing (BPO) solutions, today announced that its performance-based learning model has received a 2008 CRM Excellence Award from Technology Marketing Corporation’s (TMC) Customer Interaction Solutions magazine. Customer Interaction Solutions has been the premier publication in the CRM, call center, and teleservices industries since 1982.

All of the Ninth Annual CRM Excellence Awards winners have been chosen on the basis of their product or service’s ability to help extend and expand the customer relationship to become all-encompassing, covering the entire enterprise and the entire lifetime of the customer.

Toward that end, TeleTech worked with a major retail client to design a new-hire training program to increase customer satisfaction while lowering training costs and interaction length. TeleTech created a blended learning program focusing on best practices in adult learning and a proprietary methodology for designing performance-based learning. The company then incorporated the client’s business objectives to help learners connect with customer emotions and resolve customer issues expediently.

As a result, the client increased customer satisfaction scores by more than 17 percent during its busy holiday shopping season and simultaneously reduced training costs by more than 41 percent.

"We are thrilled to be recognized for our strategic performance-based learning model," said George Bradley, vice president of learning and performance at TeleTech. "Our clients choose us for our expertise in using learning services to drive positive customer interactions and build long-term loyalty, and we are honored to have been chosen by TMC as well."

"Customer Interaction Solutions magazine implemented the CRM Excellence Awards nine years ago as a way of commending the companies that have proven to be true CRM partners to their customers and clients. The companies selected have demonstrated to the editors of Customer Interaction Solutions that their products and services have substantially improved the processes of their clients’ businesses by streamlining and facilitating the flow of information needed for companies to retain their most precious assets… their customers," said Nadji Tehrani, founder and chairman of TMC, publishers of Customer Interaction Solutions.

Winning products and services of the 2008 CRM Excellence Awards will be published in the May and June 2008 issues of Customer Interaction Solutions magazine.

TeleTech is one of the largest and most geographically diverse global providers of business process outsourcing solutions. We have a 26-year history of 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, we enable our clients to better serve, grow, and retain their customer base. We use Six Sigma-based quality methods continually to design, implement, and enhance the business processes we deliver to our clients and we also apply this methodology to our own internal operations. We have developed deep domain expertise and support approximately 300 business process outsourcing programs serving more than 100 global clients in the automotive, communications and media, financial services, government, healthcare, retail, technology and travel and leisure industries. Our integrated global solutions are provided by 59,000 employees utilizing 38,400 workstations across 90 delivery centers in 18 countries.