Telus International

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TELUS International

TELUS International is the international subsidiary of TELUS, the second largest telecommunications company in Canada. TELUS International provides global contact center and business process outsourcing services. Clients include corporations in the financial services, consumer electronics and gaming, telecommunications, energy and utilities industries. TELUS International has almost 16,000 employees worldwide.[1]

TELUS International has adopted its parent company's approach to corporate social responsibility (CSR). TELUS Days of Giving take place around the world, with employees donating their time to build and renovate schools and homes. TELUS Community Boards have been established in the Philippines, Guatemala and El Salvador, each with a budget of $100,000 to contribute to local charities.


Offices

TELUS International maintains contact centers in the Philippines, the United Kingdom, the United States (Nevada), Central America (Guatemala and El Salvador), where it is known as Transactel powered by TELUS, and Eastern Europe (Bulgaria and Romania), where it is known as CallPoint powered by TELUS.[2]

The majority of the TELUS International workforce is used for North American customer service calls and business process outsourcing services.


Services

TELUS International’s contact center outsourcing and business process outsourcing (BPO) services include customer care, technical support, sales support, and credit and collections.[3]

TELUS International has been heavily involved in contributing to industry knowledge, mostly through white paper development on topics that include BPO relationship management, reducing attrition, serving generation Y, and implementing emerging customer service models like chat and social media.


Implications and Criticism of Outsourcing

Outsourcing, especially offshoring, always comes under scrutiny, mainly due to job displacement.[4] However, outsourcing supporters draw on mainstream economics to make the business case.

Overall, companies are expanding offshore operations through both captive and third-party models.[5] Over the last several years, call center and customer service outsourcing has spread from India and other early adopting geographies into a number of emerging markets like Eastern Europe, Central America, and other locations, mostly due to evolving business needs of large, multinational companies.

Large consulting and analyst firms often cover outsourcing as a main topic, providing updates on the current state of outsourcing:

References

  1. ↑ TELUS International, corporate website. Retrieved July 18, 2011.
  2. ↑ Telus International, corporate website. Retrieved July 18, 2011.
  3. ↑ TELUS International, Products and Services
  4. ↑ CIO: Outsourcing scrutiny
  5. ↑ Offshore location insights

External links


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