This is one factor contributing to the company’s site expansion and increasing employment opportunities in the Philippines.

"Business is strong," said Brian Delaney, executive vice president, Global Services Delivery, TeleTech Holdings, Inc., "And we are supporting this (with site expansion and development of technology tools)." He toured TeleTech’s customer management centers in the Philippines for four days, from March 17-20, his second visit to the country in six months.

"I visited the different (TeleTech) locations and the management teams, and to view our latest TeleTech OnDemand hosted contact center solution," he said.

TeleTech has operational sites in Fort Bonifacio, Taguig; Pasay City, Quezon City, and rapidly rising in Cainta - all in Metro Manila covering North, East, West and South of the huge metropolis. It’s first provincial location is in Dumaguete City in Negros province. A few more sites in the countryside are being looked at.

"With the proliferation of contact centers in this market, talent acquisition and retention have become a challenge of the industry. I am pleased that TeleTech has one of the highest employee retention rates in the Philippine market. Our employee communications and career development programs have contributed greatly to our success rate," he said.

"We remain upbeat about the Philippines because of the outstanding performance of our employees and the tremendous potential of building operations in other parts of the country," said Delaney, who also visited Australia, Singapore and Hong Kong.

Many TeleTech clients have chosen the TeleTech OnDemand hosted contact center solution to provide innovative technologies, from the unified agent desktop to quality and performance management. The advanced desktop improves the client’s sales conversion rates using a sophisticated scripting tool, which adapts dynamically to customer interactions and identifies realtime opportunities to upsell.

He explained TeleTech’s agent performance and quality assurance tools deliver on-the-spot recognition and coaching back to the agents, improving delivery and enabling proactive alignment to the client’s strategic business goals.

In February this year, TeleTech, a leading global BPO provider of customer management and transaction-based processing solutions, announced that a Fortune 20 company in the financial services industry as chosen TeleTech to provide strategic marketing services for its credit card customers through 2009.

In a press release, it said, "Under the multi-year agreement, TeleTech will offer inbound and outbound marketing support as part of a strategic partnership to drive growth in the client’s credit card revenue services division and to further enhance customer retention and loyalty.

"Services will include support of privacy, fraud protection, and debt consolidation, offerings and will be delivered using standard practices across multiple sites, increasing efficiency, volume and service consistency. The client chose TeleTech OnDemand hosted contact center solutions."

A month later, TeleTech announced that this time a Fortune 100 healthcare services provider signed an agreement to provide customer management services to claims, benefits, and eligibility customers.

This client first began with TeleTech in July, 2005 and in just ten months is now expected to become one of TeleTech’s top 10 clients during 2006. The expanded work represents an approximately 60 percent increase in business.

Under the multi-year contract, TeleTech will continue to provide customer management services across four of the client’s business units, supporting customers with claims, benefits, 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.

The TeleTech solution will support client operations in all 50 states in the US and four business divisions through a blended multi-site model.