Unique TeleTech@Home Contact Centre Approach Seeks 500 Staff Following US Success

TeleTech Holdings Inc., one of the largest and most geographically diverse global providers of business process outsourcing (BPO), today launched its innovative TeleTech@Home contact centre service in the UK. The company aims to recruit 500 employees over the next several months across England, Scotland and Wales. Interested candidates require a PC, broadband access, a landline telephone and a quiet space to work in. The launch of the TeleTech@Home solution brings the benefits of home working to one of the UK’s fastest growing industries that has to date been unable to take advantage of the trend towards flexible working.

The launch of TeleTech@Home comes at a time when the evolving nature of consumer behaviour is pushing demand for customer support into evenings and weekends. This has traditionally led to the adoption of offshore solutions; however, some companies have found offshore-only offerings insufficient to meet their customers’ needs. TeleTech recognises that organisations need a suite of solutions that combine onshore, offshore and now @Home offerings to meet their needs.

The TeleTech@Home model has proven commercial benefits for the company’s clients as the flexible service is entirely scalable, ensuring customer service levels during peak times even if such times fall outside traditional office hours. The TeleTech@Home model opens up a wider recruitment pool and enables businesses to meet specific contact centre requirements more effectively, including multiple language coverage, highly specialised skill sets and increased reliability and productivity.

Equally, employees are able to enjoy flexible hours, avoid the need to commute and achieve a better work-life balance in addition to all of the benefits of a traditional bricks and mortar contact centre. In the US, employees range from retired university professors to mothers with small children.

Cormac Twomey, UK managing director of TeleTech@Home, commented: “As the need for excellent customer service expands beyond traditional working hours companies need to look at a variety of new models to ensure that they are delivering a high quality, flexible service in order to win and retain customers. A service that employs home-based staff is the perfect match for companies and employees alike. Businesses can tap into a wealth of talent, whilst employees can take advantage of a working model that fits their lifestyles. Many people have preconceptions about home working, but we’re confident we can challenge these and change the way Britain works.”

TeleTech@Home provides full training to all staff: requirements are simply a PC, a broadband connection, a landline phone and a quiet work environment. The application and interview process is entirely phone- and Internet-based via http://www.hirepoint.com/athome/ and takes less than two weeks to complete.

TeleTech@Home is offered by TeleTech, a company that serves two million customers every year in more than 18 countries and 29 languages. In the UK, TeleTech employs 1150 staff at its state-of–the-art delivery centre in Belfast and a further 100 staff between two smaller facilities in Glasgow and Crewe.

The solution taps into TeleTech's proven, highly scalable, and centralised technical architecture. A unique delivery platform enables TeleTech@Home staff to access the same proprietary training, workflow, reporting, and quality tools as those working in the company's bricks and mortar contact centres. The platform also allows secure access, monitoring, and reporting for TeleTech's blue chip client base.

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Chris Measures / Sam Grace
Rainier PR
0207 494 6570
cmeasures@rainierpr.co.uk / sgrace@rainierpr.co.uk

About TeleTech
TeleTech is one of the largest and most geographically diverse global providers of business process outsourcing solutions. We have a 25-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 approximately 135 global clients in the automotive, communications, financial services, government, healthcare, retail, technology and travel and leisure industries. Our integrated global solutions are provided by 50,000 employees utilizing 34,000 workstations across 88 delivery centers in 18 countries.

Published on: 12:00AM on 4th September 2007