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Tele Tech Corporate Overview
1. Corporate Overview
COMPREHENSIVE CUSTOMER For Global 1000 leaders with complex ambitions, TeleTech is the go-to
AND ENTERPRISE SOLUTIONS partner for unmatched total value in transforming customer and enterprise
goals into new realities.
4. 1 COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS
Beyond Leadership
Since 1982, TeleTech has thought and acted outside the traditional boundaries of business. This stems from our
belief that every challenge brings new opportunities, and we’re driven to identify these possibilities at every turn.
Our ability to quickly adapt to global change has helped companies scale their business, better serve customers,
reduce risk, and increase profits along the way.
Today, we’re still on the forefront of what’s next in sales, marketing, and customer relationship management plus
we have the technology innovations to successfully support these organizations. Throughout our history, we’ve
served as the go-to partner for the world’s most ambitious companies, helping them get to market first with
new ideas, new technologies, and new ways of conducting business.
TeleTech’s ability to equip our clients with the transformative tools that enable their success has led to a
proven track record of stability and reliability regardless of what’s going on in the rest of the world or within a
particular industry.
A Track Record of Expertise TeleTech has continued to evolve
to meet our clients’ scalability and
TeleTech has focused on making
geographical requirements. We build
ambitious goals reality for our clients
long-term relationships and create
and their customers. From our earliest
technology advances in customer
days, we’ve supported the large and
experience delivery that allow our clients
rapidly growing customer management
to seamlessly serve their customers
market. We enable companies to
around the world. As customer
leverage our emerging technologies
demands rise, enterprises turn to us
and global footprint to meet the rapidly
in greater numbers to learn how to get
changing needs of their customers.
more from their existing resources.
“Today’s products and
services commoditize quickly.
Successful companies know
that the service experience
defines their brand, and
that brand perception drives
customer affinity.”
- Ken Tuchman, Chairman
and CEO, TeleTech
5. Corporate overview 2
TeleTech Today
For global leaders with complex challenges, TeleTech serves as the go-to partner for unmatched total value.
We’ve earned an enviable reputation for transforming the goals of our clients and their customers into new
ways of thinking, performing, and buying. Our deep operational heritage and unrivaled innovation make it
possible for us to solve our clients’ biggest challenges, deliver revenue growth, and tie our business success
directly to their outcomes.
$5 BILLION
We base everything we do on a
philosophy that ultimately transforms
our clients’ business with extraordinary
people, solutions, and technology.
Our philosophy ensures continuous is the amount of client revenue driven annually
program improvements and engaging
brand experiences. This means that
clients experience a decrease in costs to
target, acquire, grow, serve, and retain
customers. Revenue and customer
satisfaction increase. And, our focus on
performance-based outcomes helps
guarantee results by aligning objectives.
6. 1980’s 2000’s
outSourcinG
Japanese automakers introduce premium Virtualization
brands to the U.S. market, TeleTech is
selected to establish a U.S. customer Technology advances create the
support infrastructure. opportunity to create borderless global
operations. TeleTech expands globally
Increasing deregulation in to serve its clients’ customers in over 85
telecommunications paves the way for countries.
TeleTech to partner with industry leaders Globalization and SaleS
to improve the customer experience in an As the complexity of managing global
unstable marketplace. Technology choices explode for premise-based technology accelerates,
consumers creating more complex TeleTech leads the industry by creating
support challenges. TeleTech expands to a centralized global infrastructure and
manage unprecedented customer care private network. The TeleTech GigaPOP®
and technical support volumes. provides virtual access from four
consolidated data centers.
The direct sales model for computer
manufacturers revolutionizes the tech
landscape. TeleTech delivers a direct sales
channel that allows manufacturers to
adapt and thrive.
1990’s
7. Highlights
Since 1982, TeleTech has focused its business on progressively developing strategic business solutions for every
stage of the customer life cycle. TeleTech’s innovative experience with integrating customer and enterprise
management solutions —coupled with world-class employees, partners, and clients—has resulted in many
successes over the last three decades, and will continue to position TeleTech as the go-to partner for Global
1000 companies.
community collaboration redefininG the cuStomer
experience
Consumers migrate to new social media
to interact with companies. TeleTech As companies increasingly realize that the
integrates traditional and emerging customer experience defines the brand,
channels to provide seamless multichannel the acquisition of Peppers & Rogers Group
support, offering clients innovative ways to enables TeleTech to combine strategy
engage with their customers. with execution. Peppers & Rogers brings
20 years of consulting expertise focused
entirely on customer-centric strategies to
reVenue Generation increase revenue, satisfaction, and brand
loyalty. The combination of Peppers &
An increasingly competitive marketplace
Rogers’ thought leadership with TeleTech’s
demands new strategies to generate
ability to turn strategy into execution is a
revenue. TeleTech drives revenue growth
key differentiator in today’s marketplace.
for clients with specialized marketing
and sales tools to enhance public sector,
small and medium business (SMB), and
education channel sales.
2010’s
8. 5 COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS
Right Solutions. Right Time.
TeleTech offers the best overall value in the business process outsourcing (BPO) industry by focusing on
developing long-standing, mutually successful partnerships. This approach enables us to commit financially
to leading companies that engage us to help solve their most daunting customer management or enterprise
challenges with speed and innovation. Our solutions include:
revenue Generation – TeleTech’s customer innovation – TeleTech’s hosted technology – TeleTech’s
Revenue Generation solutions deliver Customer Innovation solutions are technology solutions offer software and
more than $5 billion in annual revenue specifically tailored to improve each infrastructure on a hosted or on-premise
for clients via a comprehensive suite customer’s end-to-end experience, basis to enable companies to implement
of integrated offerings designed to helping to build brand loyalty and drive an end-to-end, best-in-class customer
grow existing revenue, retain valuable the highest levels of satisfaction across management capability that facilitates
customers, and target new markets all customer interaction channels in interaction with customers across all
for additional growth. TeleTech designs traditional and emerging media. The touchpoints on a global scale with lower
and manages thousands of client- end result? Lengthier, more profitable costs and reduced risk. Our technology
branded e-commerce websites which customer relationships for your delivery method supports on-premise
help implement sophisticated customer business. hardware and software or cloud-based
targeting and segmentation strategies to solutions to move customer service
optimize the revenue potential in every operations to anywhere in the world, at
customer interaction. any time.
We base everything we do on
a philosophy that ultimately
transforms our clients’ business
with extraordinary people,
solutions, and technology.
9. Corporate overview 6
enterprise innovation – TeleTech’s Professional services – TeleTech’s
Enterprise Innovation solutions involve consultants deliver innovative and
the redesign of front- and back-office high-quality customer-centric solutions
processes to significantly advance that drive enhanced market share,
your abilitiy to obtain a customer- increased revenue, improved customer
centric view of your relationships and segmentation strategies, actionable
to capitalize on greater up-sell and/ data analytics and optimized business
or cross-sell opportunities while processes and operations.
optimizing the customer experience. We
drastically improve efficiency by applying
proven expertise, global staffing, and
management resources to a company’s
business processes.
Learning innovation – TeleTech’s
Learning Innovation solutions increase
speed to proficiency as well as reduce
learning curves and training expenses.
In addition, TeleTech utilizes a blended
methodology which includes virtual
job-simulation environments, eLearning Customer Enterprise Revenue
courses, interactive social media Innovation Innovation Generation
networking and collaboration, as well as
intuitive 3D and game-based learning
courses.
Learning
Learning Hosted Professional
Innovation
Innovation Technology Services
Fast Facts
• TeleTech has over 250,000 users on client-
branded e-commerce websites for simplified
customer transactions
• 3.5 million customer interactions per day
across the globe
• Our Learning Innovation team averages 8.5
million learning hours per year
10. 7 COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS
Cultivating Industry Standards
TeleTech continues to demonstrate success across more than a dozen industries. We offer integrated vertical-
specific global solutions that respond to the needs of hundreds of clients and millions of their customers.
By fostering a collaborative environment in all aspects of the business, TeleTech designs, implements, and
manages critical business processes for innovative companies to help improve their customers’ experiences,
expand their strategic capabilities, increase their operating efficiencies, and ultimately generate more revenue.
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 for various industries including:
communications and media – healthcare – Delivering the people, Government – Providing government
Providing robust integrated systems and processes, and technology for the agencies with the most advanced
world-class processes to dramatically highest performance in order to respond hosted cloud-based technology;
grow revenue and increase the to an evolving regulatory environment seasoned professionals familiar with
depth of customer relationships in a and ensure care for members when the needs and issues facing public
communications driven world. For our they need it. For TeleTech clients, this agencies; and superior, cost-effective
clients, this means increased market means the highest levels of efficiency to customer service methodologies.
share through high-margin services generate reliable profits while enhancing
Automotive – TeleTech has extensive
and expanded networks while offering the member experience and serving the
experience providing customized
customers in-demand products and the healthcare industry’s individual needs.
customer management and revenue
latest industry technology.
technology – Leveraging a new era generation solutions for the auto
Financial services – Offering systems, of technology capabilities, developing industry. Our expertise includes direct
tools, and capabilities in order to rebuild sustainable operating models, and marketing and customer retention,
our clients’ asset base, develop new, creating a different view of value. For distributor and retailer support, and
sustainable operating models, and Global 1000 high-tech, high-demand customer acquisition and loyalty
create a trust-leadership position with companies, the ability to deliver programs.
customers and businesses. TeleTech relevant messages through multiple
retail – TeleTech’s retail capabilities
offers clients solutions that deliver communication channels is what helps
range from closing the sale through all
measurable results quickly, while customers better understand, and adapt
channels to providing high-quality online
reducing risk, increasing profits, and to, ever-evolving technologies.
customer support to sustaining seasonal
boosting client satisfaction along the way.
peaks in customer interaction volume.
11. Corporate overview 8
Ready to Get Started?
There’s no question that companies tap every resource to ensure that they attract and retain customers, increase revenues, and
minimize costs. That’s why now, more than ever, TeleTech has become the go-to thought leader to which global companies turn.
contact us today investor relations media relations
Sales Contact: Investor Contact: Media Contact:
Phone: 800.TELETECH or Phone: 800.TELETECH or Phone: 800.TELETECH or
303.397.8100 (outside the U.S.) 303.397.8100 (outside the U.S.) 303.397.8100 (outside the U.S.)
E-mail: solutions@teletech.com E-mail: investor.relations@teletech.com Or on the web at: www.teletech.com
