| Type | Public (NASDAQ: TTEC) |
|---|---|
| Industry | Business Process Outsourcing |
| Founded | 1982 |
| Headquarters | Englewood, Colorado, United States |
| Number of locations | 17 countries |
| Area served | Multi-national |
| Key people | Kenneth D. Tuchman - Chairman and CEO |
| Revenue | 1.1 billion USD (2010)[1] |
| Website | www.teletech.com |
TeleTech Holdings, Inc. (NASDAQ: TTEC) is a global business process outsourcing company that provides services for customer management, transaction-based processing, database marketing services, professional sales, and eCommerce.[2] Kenneth D. Tuchman founded TeleTech in 1982.[3]
The firm is currently operating in 17 countries,[4] with a total of 62 delivery centers.[5]
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The firm was founded in 1982 by current chairman and CEO, Ken Tuchman,.[6] In 1986, the company moved operations into a small building in Sherman Oaks, California. By 1995, it had added centers in other states.[6]
In 1996 it completed its IPO and was voted NASDAQ's most successful IPO of the year. The company expanded globally in Australia and New Zealand, and, by 1999, also opened centers in Scotland, Canada, Costa Rica, Argentina, and Brazil. By 2005, it had expanded to the Philippines.
It subsequently acquired Direct Alliance, an award-winning revenue-generation company, and launched revenue generation, social CRM (customer relationship management), and Click-to-Chat solutions.[6] In 2010 it acquired an 80 percent stake in Peppers & Rogers Group.[7]
TeleTech Holdings, Inc. is the core business entity providing business process outsourcing solutions to Global 1000 organizations worldwide.[8]
TeleTech Government Solutions, LLCdevelops and provides solutions for government agencies in several countries. Within the U.S., TTGS works with a wide range of U.S. government agencies, including the U.S. Department of State, the Federal Emergency Management Administration (FEMA), and the Federal Deposit Insurance Corporation (FDIC).[8]
Direct Alliance provides business process outsourcing solutions geared towards information technology and consumer electronics.[8] //
Percepta, established in 2000, serves the automotive industry.[8]
TeleTech@Home offers customer care management solutions, enabling organizations to build a virtual global workforce of home-based employees.[8]
Global Business Services provides solutions that range from back-office functions like financing and accounting services to front-office efforts.[8]
Peppers & Rogers Group is a management consulting firm that leverages methodologies in customer lifecycle management, customer experience mapping, experience-based surveys, enterprise engagement, multichannel marketing and campaign management, loyalty program design, revenue management, and customer relationship management. The firm has operations in nine countries.[9] Its management team is based in Istanbul, Turkey, and Stamford, Connecticut. Its publishing division, 1to1 Media, is also based in Stamford.
It was co-founded by marketing professionals Don Peppers and Martha Rogers, Ph.D. They popularized the concept of one-to-one marketing,[10] or personalized marketing, after their book, The One to One Future was published in 1993.[11][12]
Other books by Peppers and Rogers include:
A company-wide approach called “Good Sense” enables their associates and other professionals to direct funding and volunteer efforts toward programs, activities, and events in line with their corporate social responsibility.[20] One notable activity was the Hope For Haiti Telethon for which about 5,000 company employees volunteered to take calls from viewers who wanted to donate to earthquake relief efforts in Haiti.[21]