SOURCE: TeleTech


June 10, 2010 17:00 ET

TeleTech Deploys Three New Offerings in Revenue Generation Product Suite

New Solutions Tailored to Public Sector and Small to Mid-Size Business Markets; Innovative "Service to Sales" Program to Improve Contact Center Economics Across All Sectors

ENGLEWOOD, CO--(Marketwire - June 10, 2010) -   TeleTech (NASDAQ: TTEC), today announced the addition of three new solutions in its revenue generation product suite. The global business process partner has helped clients target, acquire, grow and retain customers for nearly three decades, enabling sales of more than $5 billion annually for its clients. Now, as revenue generation objectives surge in priority for many companies, there is increasing demand for creative solutions to penetrate new markets and grow existing ones.

TeleTech's new offerings respond to clients' needs for sales coverage and revenue growth within the public sector and small to mid-size business (SMB) markets, as well as the need to transform the economics of existing contact center operating models across all industries.

According to a recent IDC survey of more than 6,000 IT decision-makers across 18 industries, increasing revenue is the single most significant driver of IT investments in 2010. However, budgets remain tight, and TeleTech's sales programs offer breakthrough solutions based on unique performance and revenue sharing pricing strategies.

Service to Sales integrates revenue generation as a top key performance indicator in traditional contact center operations. The product focuses on three key areas to drive sales success: operational process transformation, extensive training and coaching to enable contact center staff to sell effectively and technology enablers to provide end-to-end support for the service to sales process.

"In most cases, our clients' largest proportion of contacts occurs in a service environment, rather than during a traditional sales call," says Judi Hand, chief marketing officer at TeleTech. "By transforming processes and rewriting the operational handbooks for contact centers, TeleTech is helping clients capitalize on each customer interaction and increase revenue by as much as 30 percent. Over time, TeleTech can generate enough revenue to move a contact center operation from a cost center to a profit center, producing unprecedented results for both our clients and their customers."

In a recent Service to Sales program for a leading financial and insurance institution, TeleTech increased the frequency of offering new products during support interactions by 138 percent with a corresponding 544 percent improvement in close rates.

SMB Sales Solutions: Success in the SMB market depends upon effective customer segmentation. With over 12 million SMB companies in the U.S. alone, it is imperative to target the highest potential prospects with cost effective coverage models.

  • TeleTech has streamlined all the costs and steps it takes to implement a successful SMB sales program, from list acquisition and lead generation to a performance-based inside sales force. 
  • TeleTech deploys an integrated contact strategy including voice contact and electronic direct mail to develop ongoing relationships with SMB customers, providing the smartest market coverage.
  • Intelligent analytics programs maximize customer profitability and generate stable, recurring revenues.
  • Customer acquisition programs use direct sales methodologies, including short message service (SMS), electronic direct marketing and e-commerce micro sites.
  • TeleTech aligns more expensive traditional client field resources with its professional inside sales associates to further reduce the overall cost to acquire and serve SMB customers. In one example, TeleTech inside sales professionals were able to deliver 163 percent of a client's revenue goal.

Public Sector Sales Solutions: TeleTech's unmatched experience in the public sector drives a new end-to-end sales program that includes:

  • Access to TeleTech's proprietary public sector contact database, which includes key contacts at government buying entities.
  • Dedicated named account executive-level ownership to over 47,000 public buying organizations, representing over 245,000 buyers of products and services.
  • Sales program leadership with deep bench strength in public sector purchasing practices, leveraging over 16 years of professional experience selling to federal, state/local, K-12 and higher education entities.
  • Customizable propensity models to maximize customer profitability resulting in industry leading revenue-to-expense ratios.

TeleTech's Public Sector Sales program had early success for a leading manufacturer of peripherals, software and service. Through this program, the client achieved a 20 percent close rate on their Public Sector Request for Proposals (RFPs) and TeleTech achieved 142 percent of the client's initial sales target. 

TeleTech's revenue generation product suite supports every stage of the customer lifecycle and includes end-to-end pre- and post-sales programs; from lead generation and nurturing, to direct sales and fully automated marketing campaigns, account management and retention programs, marketing analysis and modeling.

The company has long been a leader in consultative selling and has some of the most advanced and effective recruiting and training programs in the industry. TeleTech associates have established an extensive track record of exceeding clients' revenue objectives across numerous industries, such as financial services, communications and media, technology, healthcare and hospitality.

TeleTech is one of the largest and most geographically diverse global providers of technology-enabled business process outsourcing solutions. TeleTech and its subsidiaries have a 28-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. TeleTech and its subsidiaries have developed deep domain expertise and support more than 270 business process outsourcing programs serving approximately 90 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 more than 42,500 employees utilizing 34,700 workstations across 69 delivery centers in 16 countries. For additional information, visit

Source: IDC, 2010 Vertical Group Survey: BPO Services Spending Trends, Investment Priorities and Customer Behavior by Vertical and Company Size, Doc # 223276, May 2010.

Contact Information

  • Investor Contact:
    Karen Breen
    Investor Relations

    Media Contact:
    Bob Livingston
    Media Relations