TELETECH SOLUTIONS 1 Customer Innovation TABLE OF CONTENTS 2 Customer Care 2 Technical Support 3 TeleTech@Home 4 Online Customer Support 5 Social CRM 6 Revenue GenerationAbout this Catalog 8 Lead Generation 9 Customer AcquisitionThe TeleTech Solutions Catalog is a high-level architecture 10 Account Management 10 Customer Retentionof our go-to-market solutions and product categories. 11 Service to SalesThis catalog should help you begin to understand the 11 Marketing Analyticsstrategy and value proposition offered by TeleTech. 12 Electronic Direct Marketing (EDM) 13 Hosted Technology 15 Hosted OnDemand Contact Center 16 Automated Voice Services 16 Customer Notification Services 17 Knowledge Management Services 17 Associate Productivity Suite (APS) 18 Customer Interaction Cloud (CIC) 19 Enterprise Innovation 21 Administration 21 Finance and Accounting 22 Logistics and Distribution 23 Learning Innovation 25 Leadership Learning 25 Mobile Learning 25 Video Learning 4 25 eLearning 26 Social Learning 27 Professional Services 29 Integrated Customer Management (ICM) 29 Service Delivery Architecture 30 Service Delivery Optimization 30 Revenue Performance Optimization 30 Technology Integration
TeleTech offers premium customer care services by more than 40,000 employees in over 26 languages across 67 delivery centers providing5 services to our clients’ customers in 85 countries.
Customer Care Technical Support TeleTech offers premium customer care services by more Differentiated technical support is becoming than 40,000 employees in over 26 languages across increasingly important, as more and more users rely 67 delivery centers providing services to our clients’ on computer-based and internet-connected devices customers in 85 countries. TeleTech’s customer care to do their jobs and communicate online. TeleTech programs include all of the required talent targeting, provides the technical support our clients need to acquisition, onboarding, and training needed to fully keep their customers functional on the job and at develop our professional customer care associates in home. By providing timely support, we enhance the all required skill sets. Comprehensive quality assurance value of our clients’ brands. TeleTech offers the services that matter most monitoring, one-on-one coaching, and workforce to our clients and their customers – including TeleTech currently has thousands of technical and management ensure that all client requirements and keyC OM P R E H E NSI V E C U S TOM E R A N D E N T E R P R I S E S OLU T I ON S helpdesk associates assisting in both Tier 1 and complete customer care, technical support, performance indicators are met or exceeded. TeleTech Tier 2 capacities with varied dispatch, service begins all of our business process outsourcing efforts revenue generation, order and return man- connectivity, trouble-shooting, trouble ticket with the idea that better employees, better training, and agement, billing services, account manage- better reward and recognition programs create a better management, and repair issues. We operate multiple technical support programs globally for some of the ment, and customer notifications. We deliver service experience for our clients’ customers. world’s largest companies in the telecommunications, these services the way customers want — from Our associates are thoroughly versed in our clients’ financial services, computer hardware, and software product sets, support processes, and corporate cultures. traditional voice, chat, and e-mail solutions industries. TeleTech provides both business and Access to continually updated client knowledge bases to new, cutting edge Social CRM and robust consumer-based technical support for simple and and process improvement feedback loops keep the complex offerings across a variety of platforms at-home technology and workforce solutions. team’s quality and performance at industry-leading levels. including inbound and outbound voice, chat, social media, and e-mail response. 2 Customer Care TeleTech’s customer care programs include all of the required talent targeting, acquisition, onboarding, and training QUICK READ needed to fully develop our professional customer care associates in all required skill sets. Technical Support TeleTech currently has thousands of technical and helpdesk associates assisting in both Tier 1 and Tier 2 capacities with varied dispatch, service connectivity, trouble-shooting, trouble ticket management, and repair issues.
TeleTech@Home TeleTech@Home offerings include: 1 Full Service: A fully integrated, safe, secureTeleTech@Home is a sophisticated outsourcing solution CUSTOMER INNOVATION work-from-home program serviced and managedproviding access to robust work-at-home technology completely by TeleTech.in addition to a well-educated, highly specialized, andflexible workforce for our clients’ most important and 2 Disaster Recovery: Allows clients to replicate contactcomplex customer interaction work. With TeleTech@Home, centers virtually following a disaster to maintain businessour clients gain the best of both worlds by leveraging continuity. A portion of their staff is trained to work fromthe best practices and centralized technology from home in a replicated service delivery environment.our traditional service delivery centers while utilizing avirtualized, specialized, and scalable talent base. 3 Virtual Support: Clients can utilize TeleTech’s virtual GigaPOP technology to quickly address seasonal orThe unique features of a virtual work-at-home position other volume spikes by quickly mobilizing a workforceallow access to a more experienced and educated talent anywhere and at any time.pool. The average age of a TeleTech@Home associate 4 Managed and Hosted Services: Leverage TeleTech@is 40 years while their experience in the business world Home secure and virtual service delivery technologyaverages 10 years. TeleTech@Home associates score while the client maintains their own customer care andan average of 5-10% higher in quality and customer supervisory staff. This solution includes TeleTech’ssatisfaction metrics than traditional service delivery superior at-home technology and infrastructure includingcenter associates. our GigaPOP, automatic call distribution (ACD), TeleTech@Home desktop support, and our secureTeleTech@Home also provides secure “work anywhere” WorkBooth® technology.flexibility, allowing associates to connect into theTeleTech GigaPOP® network through our proprietary 5 Hub and Spoke: Allows clients to extend the capacity ofWorkBooth® technology. WorkBooth® enables TeleTech brick-and-mortar centers to address seasonal call spikesto “push” all required content to the associate’s desktop while avoiding investment costs for additional facilities.to support effective, responsible customer care workfrom home. State of the art monitoring and controls havealso been embedded to ensure complete customer dataintegrity and security. 3TeleTech@HomeWith TeleTech@Home, our clients gain the best of both worlds by leveraging the best practices and centralizedtechnology from our traditional service delivery centers while utilizing a virtualized, specialized, and scalable talent base. QUICK READTeleTech@Home associates score an average of 5-10% higher in quality and customer satisfaction metrics thantraditional service delivery center associates.
Online Customer Support concurrent chat sessions and chat representatives responding to e-mails during idle time. Customers can For clients wishing to extend their customers’ also print or e-mail a record of their chat transcripts, and support experience through the internet, TeleTech an exit survey can be offered at the end of every session delivers online customer care services and live help to measure customer satisfaction with online support. over the Web. TeleTech provides an integrated set of voice, chat, e-mail, and e-commerce response TeleTech Online Support products include: services that enable businesses to deliver just-in- 1 Online Support Professional Services: Consulting time, personalized, online interactive assistance. and planning services for online support strategy, As a result, clients can increase online sales and analytics, and integration. customer acquisition, improve customer satisfaction and retention, and reduce customer service costs. 2 Chat and Voice Associates: Specially-trainedC OM P R E H E NSI V E C U S TOM E R A N D E N T E R P R I S E S OLU T I ON S TeleTech delivers an integrated total care solution that associates working on chat-enabled workstations can can handle multiple online interactions across all lines provide advanced customer service and support over of business, and all geographies. Sales and service client websites. requests can be transferred without disconnecting the 3 Click-to-Chat: Engage multiple customers at once customer session enabling first contact resolutions; through web-based chat sessions initiated by and TeleTech Online Associates have access to chat customers or targeted to customers based on sessions, e-mail, and VoIP soft phones so customers proactive chat technology. receive a quality multichannel experience without being transferred from channel to channel. TeleTech’s 4 Click-to-Call: Drive revenue and first contact resolution online support products can be deployed quickly by deploying interactive live voice services from the and easily to any client website through a hosted, client’s website. Enable associates to push URLs and software-as-a-service (SaaS) platform. co-browse the website with customers and prospects. Online help reduces the cost of customer care by handling each customer inquiry via the most cost- effective interaction channel, as well as by integrating with and extending the value of existing assets. Associate utilization is also maximized by handling 4 Online Customer Support TeleTech delivers online customer care services and live help over the Web. TeleTech provides an integrated set of voice, QUICK READ chat, e-mail, and e-commerce response services.
Social CRM 3 Social Interaction Center: Specially-trained associates working on social-enabled workstations can provideFor strategic business leaders looking to leverage CUSTOMER INNOVATION advanced customer support, monitoring, and contentsocial networks to improve customer experience and moderation services over multiple social media channels.satisfaction, TeleTech delivers Social CRM productsthat empower customer advocates, enable customer 4 Social Knowledge Services: Hosted knowledge andreference selling, improve brand control, and extend the integration services that link social knowledge bases toreach of customer service. More than simply monitoring traditional contact center knowledge and CRM systemssocial sites or creating fan pages, TeleTech delivers to drive better customer experience and first contact resolutions across all channels.Hosted Customer Networks, Social Interaction Centers,and Social Knowledge Services to proactively managethe social channel for customer experience, sales, andmarketing. TeleTech bridges the gap between socialmedia channels and traditional contact center channelsby servicing customers directly through social networks,and leveraging customer-driven knowledge for better firstcontact resolution across multiple voice, web, and chatsupport channels.TeleTech Social CRM products include: 1 Social CRM Professional Services: Consulting and planning services for social CRM strategy, analytics, and integration. 2 Hosted Customer Networks: Market-leading hosted communities for client-branded forums, blogs, ideas exchange, chat, and tribal knowledge. 5Social CRMTeleTech bridges the gap between social media channels and traditional contact center channels by servicing customersdirectly through social networks, and leveraging customer-driven knowledge for better first contact resolution across QUICK READmultiple voice, web, and chat support channels.
We drive over $5 billion in client revenue annually, and have sold $25 billion in revenue for our clients over our 28-year history.6
Unlike other providers, TeleTech is able to integrate all Lead Generation of the required capabilities, tools, and technology into TeleTech’s lead generation program starts with setting a single comprehensive revenue generation offering solid lead targeting and profiling criteria with the client. that includes: Once goals are established, TeleTech’s expert marketing • Highly experienced and trained lead generation analytics organization compiles a target database sale professionals that matches the marketing goals. TeleTech performs analytics to ensure a successful program start; analytic • Comprehensive sales contact databases programs include propensity modeling, customer segmentation, regression analysis, de-duplication, and TeleTech excels at deploying cost-effective • DCRM, our proprietary customer relationship do-not-call scrubbing. While initial program analytics sales and retention programs that address management tool are being performed, TeleTech’s Talent Acquisition teamC OM P R E H E NSI V E C U S TOM E R A N D E N T E R P R I S E S OLU T I ON S every stage in the customer life cycle across actively recruits, hires, and trains the lead generation • Marketing analytics for customer targeting all major market segments. We drive over $5 and segmentation professionals needed to contact the entities on the lists. TeleTech’s sales professionals generate, qualify, billion in client revenue annually, and have • Electronic direct marketing for both campaign marketing nurture, and transition leads to a client’s sales force. sold $25 billion in revenue for our clients over and personalized sales representative communications During any program, TeleTech continually monitors our 28-year history. TeleTech has developed performance against sales pipeline targets while • Personal Pages, client-branded e-commerce websites improving performance through analytics, sales a number of proprietary sales databases that for simplified customer transactions coaching, quality assurance monitoring, and detailed our clients can leverage. As an example, we client reporting. have over 47,000 public buying organiza- • Efficient order entry and Quote-to-Cash systems for faster revenue realization tions representing over 245,000 buyers of products and services in our government sector database. By leveraging TeleTech’s sales expertise and proprietary sales data- bases, we have delivered well above 100% of several of our clients’ revenue targets. 8 Lead Generation TeleTech performs analytics to ensure a successful program start; analytic programs include propensity modeling, QUICK READ customer segmentation, regression analysis, de-duplication, and do-not-call scrubbing.
Customer Acquisition Other Customer Acquisition offerings include: 1 TeleTech Quote-to-Cash: A proprietary systemFor organizations seeking faster time-to-market REVENUE GERNERATION that enables efficient order entry andperformance and greater return on investment from management so that our clients can realizeevery deployed marketing dollar, TeleTech offers revenues sooner. By deploying TeleTech’s hosteddedicated, consultative-selling professionals who are Quote-to-Cash platform in conjunction with theirhired and trained to help our clients increase sales, existing Enterprise Resource Planning (ERP) orimprove profitability, and build stronger customer financial systems, TeleTech clients have reducedrelationships at some of the best revenue to expense their order entry times by up to 67%. This enablesratios in the industry. These inside sales teams quickly more transactions to be completed in a day and allows sales representatives to focus on what theybecome expert at selling both new and established client do best – selling.product lines. State of the art associate productivitytools combine with individual and team call coaching 2 TeleTech Personal E-commerce Sites: TeleTechto create an environment of sales excellence and also delivers client-branded, personalizedcontinuous improvement. e-commerce websites for self-service customer transactions. TeleTech currently has over 250,000To complement our sales teams, we also deploy registered users on its personalized e-commercedynamic, integrated Electronic Direct Marketing (EDM) sites. In conjunction with the TeleTechtouchplans to increase bottom line profitability. Marketing Quote-to-Cash platform, TeleTech E-commerceAnalytics provide our sales management teams with delivers customer-personalized websites that takethe end-to-end analytics tools needed to uncover new just a few mouse clicks to customize and deploy.revenue opportunities, develop EDM campaigns, and This instantly delivers a new sales channel andmonitor every aspect of program productivity. improves unassisted sales, reducing the need for sales representatives to handle simple order processing so they can focus on new sales opportunities. For one client, TeleTech’s personalized e-commerce sites drive approximately 14% of their entire program revenue. 9Customer AcquisitionDedicated, consultative-selling professionals who are hired and trained to help our clients increase sales, improveprofitability, and build stronger customer relationships at some of the best revenue to expense ratios in the industry. QUICK READTeleTech Quote-to-CashBy deploying TeleTech’s hosted Quote-to-Cash platform in conjunction with their existing Enterprise Resource Planning(ERP) or financial systems, TeleTech clients have reduced their order entry times by up to 67%.TeleTech Personal E-commerce SitesPersonalized e-commerce websites for self-service customer transactions.
Account Management Customer Retention TeleTech focuses on growing, developing, and TeleTech offers proven capabilities in the entire sales strengthening sales relationships to create new sources process – including retention and growth. The flexibility of stable, recurring revenue. Our clients experience and power of our fully-integrated sales, marketing, lasting benefits from our commitment to long-term and analytics services enable clients to stay engaged account development and growth. with their customers on any scale and at any depth. TeleTech can design and deploy effective, multichannel TeleTech account retention and development systems touchplans that span the entire customer life cycle – from ensure that our clients grow their share of wallet with top acquisition, conversion, account penetration, retention, accounts, quarter to quarter, year to year. With efficient and reactivation. TeleTech touchplans can start after a TeleTech sales and marketing solutions in place for point of sale, span over 200 days and include e-mail,C OM P R E H E NSI V E C U S TOM E R A N D E N T E R P R I S E S OLU T I ON S their key product lines, we can design market coverage web, and voice touchpoints for proactive customer strategies that meet the client’s long-term goals. management. With our cross-industry experience in TeleTech can manage new demographic segments, prospect identification and targeting, complex lead whole geographies, or reach accounts that are under- generation, sales stimulation, and comprehensive served by existing sales resources. TeleTech solutions retention and reactivation campaigns – TeleTech can scale to fit client needs with exceptionally low expense- retain and grow our clients’ customers. TeleTech to-revenue ratios. customer retention offerings include loyalty campaigns, Additionally, building a successful customer retention churn reduction programs, account reviews, cross-sell and development program involves much more than just and up-sell programs, and save desk services. excellence in sales. TeleTech analytics, marketing, and transaction processing ensure long-term success. 10 Account Management TeleTech account retention and development systems ensure that our clients grow their share of wallet with top QUICK READ accounts, quarter to quarter, year to year. Customer Retention TeleTech touchplans can start after a point of sale, span over 200 days and include e-mail, web, and voice touchpoints for proactive customer management.
Service to Sales Marketing Analytics 5 Web Analytics: We leverage website data, such as customer activity and usability, to improveKeeping customers engaged and providing consistent TeleTech marketing plans intelligently integrate campaign REVENUE GERNERATION website performance and enhance thereturns in the current economic environment is the top marketing, analytics, and direct marketing to deliver a e-commerce experience.challenge that even the highest performing companies strong return on investment and build customer loyalty.now face. To remain viable, companies need to target TeleTech knows intelligent database and campaignnew revenue opportunities but may not have the analyses lead to higher response and conversionexpertise or budget to do so internally. One key area rates. At TeleTech, we offer robust analytics services tooften overlooked is the revenue potential inherent in develop customer profiles, segment customers, monitorday-to-day contact center operations. Contact centers, customer transaction data, and leverage sales reportstraditionally viewed as a required expense to serve, and website data to improve results.actually contain a huge profit potential if managedcorrectly. Customers touch contact center operations Marketing analytics services include:more than any other part of a company’s organization. 1 List Acquisition and Customer Database:TeleTech has increased client revenue by as much as We provide targeted lead generation and sales lists, and develop customer databases based on customer30% by deploying Service to Sales. transaction data.TeleTech’s Service to Sales concept entails leveragingthe existing flow of naturally occurring inbound customer 2 Campaign Development and Automation: Database marketing, including testing and optimization, isservice and technical support contacts (voice or chat) used to develop campaigns with follow-upand introducing a revenue generation component. performance analysis.Service to Sales integrates revenue generation as a topkey performance indicator in traditional contact center 3 Marketing Analytics: We develop customizedoperations. The product focuses on three key areas to propensity modeling and perform segmentation analysesdrive sales success: operational process transformation, to identify targets most likely to respond to a specificextensive training and coaching to enable contact center offer or message.staff to sell effectively, and technology enablers to provideend-to-end support for the service-to-sales process. 4 Sales Reporting: We drive increased sales performance by monitoring key performance indicators and identifying opportunities to boost program performance. 11 Service to Sales Focuses on three key areas to drive sales success: operational process transformation, extensive training and coaching QUICK READ to enable contact center staff to sell effectively, and technology enablers to provide end-to-end support for the service- to-sales process. Marketing Analytics We offer robust analytics services to develop customer profiles, segment customers, monitor customer transaction data, and leverage sales reports and website data to improve results.
Electronic Direct Marketing 3 Event Triggers E-mails: Highly effective cross-sell, up-sell, and retention touches that are automatically sent Using a dynamic rules-driven approach that enables following a recent sale, when products are abandoned in us to deliver the right offer to the right customer at the a shopping cart, after a specified number of purchases, right time, TeleTech can design and execute multi-touch before a warranty expires, and more. integrated electronic direct marketing (EDM) programs that enhance the lifetime value of each customer 4 Subscription-based E-mails: Address customer-set relationship. The quantity and sophistication of these preferences and provide special offers and product integrated e-mail contacts can range from simple e-mails updates based on their preferences. TeleTech sets up a hosted URL where the self-service features can pushed by an outbound sales representative as follow-up be activated. to a phone conversation, to complex and highly integrated event-triggered e-mails that are automaticallyC OM P R E H E NSI V E C U S TOM E R A N D E N T E R P R I S E S OLU T I ON S 5 Additional Services: HTML eQuotes, transactional generated based on business rules, purchase history, HTML invoicing, business rules engine, and intranet or segmentation models, and subscription preferences. internet sales reporting for a full EDM solution. We offer leading edge EDM services that provide measurable results, brand awareness, and cost-effective sales. And, all transaction e-mails provide customer opt-in and opt-out and bounced e-mail management services. Our EDM offerings include: 1 Broadcast E-mails: Highly effective for notifying customers about products and services with personalized customer name, sales representative name, and account information. 2 Sales Representative Push: Create compelling transaction-based e-mails for representatives to send to customers while they are on the phone to close the sale faster. The e-mail may contain information about the client’s website, CRM and order-to-cash systems, new products, or warranty or credit offers. 12 Electronic Direct Marketing TeleTech can design and execute multi-touch integrated electronic direct marketing (EDM) programs that enhance the QUICK READ lifetime value of each customer relationship. These integrated e-mail contacts can range from simple e-mails pushed by an outbound sales rep as follow-up to a phone conversation, to complex and highly integrated event-triggered e-mails that are automatically generated based on business rules, purchase history, segmentation models, and subscription preferences.
...the TeleTech GigaPOP network technology is a proven ® implementation, hardened over years of operation that delivers 2.5 billion Voice over Internet Protocol (VoIP) minutes every year to over 40,000 service delivery associates worldwide.13
Unlike risky internal projects or smaller cloud-based response (IVR) service automatically guides incoming startups, the TeleTech GigaPOP network technology is a ® customer calls to the best resource or provides self- proven implementation, hardened over years of operation service IVR functions. that delivers 2.5 billion Voice over Internet Protocol (VoIP) minutes every year to over 40,000 service delivery Hosted OnDemand Contact Center offerings include: associates worldwide. TeleTech is the chosen provider 1 Automatic call distribution (ACD) services for some of the largest service delivery operations in 2 Interactive voice response (IVR) services and applications the world because of its ability to rapidly scale to meet changing market conditions. 3 Our proprietary, hosted quality assurance (QA) TeleTech manages a growing number of TeleTech’s hosted technology solutions provide clients application - EyeQ360 service delivery centers worldwide as well asC OM P R E H E NSI V E C U S TOM E R A N D E N T E R P R I S E S OLU T I ON S with an attractive set of options. TeleTech can move a robust at-home workforce. This motivated us client contact centers to the cloud, improve contact 4 Computer telephony integration (CTI) applications and services to centralize our IT infrastructure into the global center productivity, and integrate social media into TeleTech GigaPOP® network which separates customer relationship management offerings. Altogether, 5 Our proprietary customer interaction management and we help clients enhance their operations with lower dynamic scripting solution - Expert Insite our IT infrastructure from our physical serv- costs, reduced risk, and higher customer satisfaction. ice centers. TeleTech clients can meet rap- 6 Online services like Click-to-Chat and Click-to-Call idly changing service requirements by adding Hosted OnDemand Contact Center 7 E-mail and text support (SMS/MMS) service delivery resources from anywhere in the world without installing new infrastruc- TeleTech leads the contact center market in technology 8 eWorkforce management (eWFM) solutions innovation. Throughout our history, we have continuously ture. Through our consolidated data cent- invested in our GigaPOP infrastructure. Our global VoIP 9 Hosted Knowledge Management and Social ers, clients benefit from global access to all backbone delivers high-quality customer calls anywhere Knowledge Services major markets. This provides simplified in the world. With automatic call distribution (ACD), we interactions with customers at every turn route multichannel customer interactions to the right 10 TeleTech@Home Hosted Solutions including associate regardless of their location. With computer TeleTech@Home desktop support and our secure through our technology solutions, hosted telephony integration (CTI), we integrate customer WorkBooth® technology services, and VoIP services. information with incoming calls and our interactive voice 15 Hosted OnDemand Contact Center Our GigaPOP infrastructure delivers over 2.5 billion VoIP minutes per year to over 40,000 associates around the world. QUICK READ With automatic call distribution, we route multichannel customer interactions to the right associate regardless of their location. With computer telephony integration, we integrate customer information with incoming calls and our interactive voice response service automatically guides incoming customer calls to the best resource or provides self-service IVR functions.
11 Quote-to-Cash and order entry and Customer Notification Services management systems TeleTech has extensive experience implementing and HOSTED TECHNOLOGY managing successful outbound contact programs both from an operational and a technology perspective – forAutomated Voice Services sales, collections, customer service, and lead generation.Our comprehensive, self-help services reduce costs The TeleTech customer notification and dialer engineeringwhile reaching more customers. TeleTech offers touch- and operations team has over 125 years of combinedtone and speech-based hosted IVR applications with experience in designing, deploying, and operatingpersonalized user interfaces that can be customized outbound customer dialer campaigns globally.to meet individual customer care, commerce, and TeleTech’s customer notification services include:information service needs. By reducing or eliminating Lead management; dialer management; dispositionlong waits and hold times, clients can improve management; associate desktop integration; andsatisfaction and capture lost revenue opportunities. reporting. Additional features include call recordingTeleTech’s automated voice services also include via our EyeQ360 system; data exchange with clients;automated customer satisfaction (CSAT) surveys that can campaign data analytics; and sales verification.be offered to customers after every interaction or to a TeleTech also provides a complete set of automatedselect group of customers at any given time. Automated customer notification services over a variety of channelsCSAT ensures that clients can continually measure their including voice, email, and text (SMS) and excels atcustomers‘ experience in real-time for service delivery accommodating quick response solutions to urgentimprovement programs. client needs. 16Automated Voice ServicesAutomated CSAT ensures that clients can continually measure their customers‘ experience in real-time for servicedelivery improvement programs. QUICK READCustomer Notification ServicesTeleTech’s customer alerts and notifications services include: Lead management; dialer management; dispositionmanagement; associate desktop integration; and reporting.
Knowledge Management Services Associate Productivity Suite • Event Monitoring: Workforce managers and team supervisors can manage service center metrics in real TeleTech’s hosted knowledge base services enable TeleTech’s Associate Productivity Suite (APS) software time vs. waiting for reports that are generated after an our clients to respond quickly and accurately to drives service delivery optimization by streamlining opportunity is lost. customers, which results in improved resolutions customer and associate interactions. APS can be and greater levels of satisfaction. Our community deployed across associate desktops and workstations • Associate Notices: A broadcast messaging tool that collaboration platform enables groups to work to improve efficiency, reduce handle times, and increase allows the transmission of one-way messages to groups together across contact centers, or in a TeleTech@Home first contact resolutions. APS improves communication of associates. Notices can be real-time, scheduled, environment, to improve productivity by sharing and workflow processes between associates, or recurring. knowledge, best practices, and insights. In addition, supervisors, and customers. Additionally, APS can • Secure Notepad: Secure Notepad provides associates our Social Knowledge Services drive real-time be leveraged to teach associates new and valuable with a standardized tool for entering notes during a call answers and insights, and improve satisfaction process and support program techniques outside ofC OM P R E H E NSI V E C U S TOM E R A N D E N T E R P R I S E S OLU T I ON S and then pasting them into various desktop applications. by capturing and sharing information collected the learning classroom, while they are on the sales or Notes cannot be saved, making them ideal for programs from social media channels. service delivery floor. that have privacy requirements. TeleTech Knowledge Management TeleTech APS features include: offerings include: • Single Sign-on and Surface Integration: Fewer sign in 1 Hosted Knowledge Base Solutions: Enable requirements and desktop windows result in increased associates to respond quickly and accurately to associate productivity, shorter handle times, and customer inquiries for improved first contact improved customer satisfaction. resolutions and customer satisfaction. • Search and Knowledge Navigator: Solutions that quickly 2 Knowledge Collaboration Solutions: Enable promote the right knowledge and information to community collaboration between associates and associates to enable better customer satisfaction and across service delivery centers to improve faster resolutions. productivity through shared knowledge, best practices, and insights. • Sidebar Tools: Desktop sidebars that deliver critical workflow and process information to associates, 3 Social Knowledge Services: Drive real-time allowing them to navigate complex processes using answers and insights, and improve satisfaction by step-by-step decision models and frameworks. capturing and disseminating knowledge from the client’s own customers’ social media interactions. 17 Knowledge Management Services TeleTech’s hosted knowledge base services enable our clients to respond quickly and accurately to customers, which QUICK READ results in improved resolutions and greater levels of satisfaction. Associate Productivity Suite Associate Productivity Suite (APS) can be deployed across associate desktops and workstations to improve efficiency, reduce handle times, and increase first contact resolutions. APS improves communication and workflow processes between associates, supervisors, and customers.
Customer Interaction Cloud • Support Services: Automatically capture, route, and escalate cases from all channels based on businessCustomer Interaction Cloud (CIC) is a multichannel rules for improved customer service. HOSTED TECHNOLOGYhosted contact center solution delivered by TeleTech.Designed specifically for small businesses, this joint • Routing Functions: The best available resource handlessolution follows a cloud-computing or software-as-a- each inquiry with proper routing functions in place.service (SaaS) model, resulting in faster deployment Associates can work on multiple tasks from varioustimes and little capital investment. CIC delivers an entire channels, and the solution facilitates interruptions forcontact center in the cloud and advanced features high-priority tasks as required.like call and case routing functions, universal queuing, • Self-provisioning Services: Administrators can managesupervisory features and controls, and self-provisioning all network and telephony configurations in a graphicalof associates, call routing, and reports. TeleTech hosts web portal, greatly simplifying the provisioning process.the entire CIC service on its GigaPOP platform usinga SaaS model that provides rapid implementation with • Multichannel Integration: Customers can reachglobal scalability. beyond standard inbound telephony channels to include social networks such as Facebook, Twitter,Customer Interaction Cloud features include: and other web channels. • Pre-integrated Contact Center and CRM Solution: Take out the guesswork—not to mention the expense • Supervisor Portal: Supervisors can view associate and frustration—out of integrating a contact center metrics and call information, and silently monitor calls. and CRM. It all works together easily, transparently, and naturally. • Reporting: Reports provide valuable insight into the health of customer relationships. Supervisors access • Sales Services: Campaign screens and customer historical and real-time reports with a click of the mouse. records are immediately accessible for a 360-degree view of the customer, including past purchases and products or services that would best fit their needs. 18Customer Interaction CloudCustomer Interaction Cloud (CIC) delivers an entire contact center in the cloud and advanced features like call and caserouting functions, universal queuing, supervisory features and controls, and self-provisioning of associates, call routing, QUICK READand reports.
TeleTech’s Enterprise Innovation solution improves the efficiency of key back-office functional areas and bridges the gap to the front office ensuring positive experiences throughout the customer life cycle.19
Administration Finance and Accounting TeleTech administration services include order TeleTech finance and accounting services include fiscal management and inquiry services, customer enrollment reporting, client billing, and client verification services; services and activations, and general account as well as collections services. TeleTech associates can management and servicing solutions. TeleTech delivers perform accounts payable and accounts receivable services that can include anything from customer (AP/AR) functions that include bill correspondence, mobile and device activations to inbound or “white mail” cash reconciliation, and expense reporting. Financial correspondence which can include paper mail from and accounting work can be managed through multiple customers, return to sender letters, held bills, prepaid media, including e-mail, work tickets, fax, and traditional TeleTech Enterprise Innovation Solutions dras- ID forms processing, and billing reprints. TeleTech can mail and phone correspondence. tically improve efficiency by applying proven convert incoming mail to electronic or image formatsC OM P R E H E NSI V E C U S TOM E R A N D E N T E R P R I S E S OLU T I ON S expertise, global staffing, and management TeleTech has also developed its own Quote-to-Cash and enter these documents into the appropriate client system and processes to expedite order processing and resources to a company’s back-office busi- applications and document management systems for fulfillment systems for better revenue and supply chain improved processing and workflow. ness processes. We’ve created processes that management. TeleTech helps clients realize revenue solve companies’ biggest enterprise chal- sooner and improve cash flow by streamlining the lenges including highly complex business customer quote, order management, invoicing, and cash receipt process. processes involving multiple systems that enable order processing, account manage- ment, and support for customer procurement and fulfillment. 21 Administration Administration services include order management and inquiry services, customer enrollment services and activations, QUICK READ and general account management and servicing solutions. Finance and Accounting Finance and accounting services include fiscal reporting, client billing, and client verification services; as well as collections services.
Logistics and DistributionTeleTech logistics and distribution offerings include HOSTED TECHNOLOGYprocurement, fulfillment, and processing servicesin addition to scheduling. TeleTech can managethe provisioning and fulfillment of faulty products orproduct returns. We can also handle the back-officesupport for client product provisioning and fulfillmentfor on-time product delivery and ensure that cancelledorders are minimized. 22Logistics and DistributionLogistics and distribution offerings include procurement, fulfillment, and processing services in addition to scheduling. QUICK READ
TeleTech delivered more than 9 million training hours, and facilitated 1.46 million course completions in 2009 – with 93.54% employee satisfaction.23
TeleTech University houses more than 2,000 Leadership Learning Video Learning eLearning courses and over 40 stand- TeleTech has created a comprehensive and unified TeleTech has incorporated video into key parts of its ard reports – plus a host of custom reports. blended employee development structure named the learning business leveraging the latest High-Definition TeleTech Leadership Institute. The Leadership Institute Video (HDV) distance learning technologies. In today’s Intertwining TeleTech University with Iris, was built to create a business-focused development economic environment, it is essential to provide the best TeleTech’s social network platform, learners program that pinpoints key performance indicators possible learning experience while managing the bottom can interact with peers, trainers, manage- and blends them with proven employee satisfaction line. Subject matter experts and facilitators, no matter ment, and even senior executives to produce a and retention principles. It offers an array of learning their physical location, can deliver training and share solutions and tools specifically designed for high- best practices from anywhere in the world by utilizing truly unique bottom-up and cross-functional performing and high-potential employees. The employee video learning. While substantial cost savings occur, one learning atmosphere. development system includes a university-like course facilitator can simultaneously deliver the same messageC OM P R E H E NSI V E C U S TOM E R A N D E N T E R P R I S E S OLU T I ON S structure with basic courses as well as advanced to multiple locations to ensure consistent message TeleTech delivered more than 9 million train- courses for senior levels. delivery. Through TeleTech’s Trainer Certification program, ing hours, and facilitated 1.46 million course facilitators acquire virtual delivery techniques that keep completions in 2009 – with 93.54% employ- classes interactive and connected. Mobile Learning ee satisfaction. Courses have been offered in Conducting large training sessions and broadcasting English, Spanish, Portuguese, and Chinese. Mobile learning is a growing phenomenon. By 2012, learning to multi-venues becomes easier and more there will be over 1.2 billion mobile devices – equaling TeleTech has also been a recipient of the effective through HDV; and HDV allows companies to the number of computers deployed worldwide. TeleTech perform real-time training, while recording the sessions CRM Excellence Award for enabling a client to delivers mobile-friendly learning courses that can be for learners to access and play back at their leisure – increase its customer satisfaction scores by taken from any mobile device. During long commutes even from their mobile devices. more than 17% while reducing training costs on public transportation and while on long flights, learners can use a mobile device to access eLearning by more than 41%. courses. The courses can be taken in real-time or offline. eLearning If taken offline, once the learner has Internet access The majority of today’s learning audience grew up playing the completion data and assessment results will be gaming consoles or online games. They are familiar with automatically updated to TeleTech University. pulling relevant information, using “tour guides”, and25 Leadership Learning The Leadership Institute was built to create a business-focused development program that pinpoints key performance QUICK READ indicators and blends them with proven employee satisfaction and retention principles. Mobile Learning TeleTech delivers mobile-friendly learning courses that can be taken from any mobile device. Video Learning TeleTech has incorporated video into key parts of its learning business leveraging the latest High-Definition Video (HDV) distance learning technologies.
systematically switching between 3D screens with varying Everyone sees the material as it is created and whiledegrees of complexity. Creating learning that reflects this being commented on. Once the learning material is LEARNING INNOVATIONenvironment is instrumental in engaging new learners and developed, trainers throughout the enterprise access theensuring that they retain the relevant information. same facilitator guides, which remain current through collaboration and tight version control. Trainers, alongTeleTech’s Learning Design and Development team with other support personnel, can share commentsensures that the design principle of the eLearning and best practices on what works – and what doesn’tcourses align to the interests, responsibilities, and work – for each training module. The instructional designperformance requirements of today’s learners. Utilizing team receives the real-time comments and can adjust thegreen-screen technology also allows TeleTech to material on the fly with updated and validated information.virtually immerse individuals in any real, rendered, orfantasy environment. This creative addition to standard Learners are then empowered to write comments intoeLearning provides TeleTech clients with the ability to the social platform, where all the learning material iscreate innovative video-based learning solutions that housed, providing instantaneous feedback to facilitatorsengage learners. and instructional designers. By linking the knowledge management database to Iris, the training material will point to processes, procedures, and other operationalSocial Learning information. This removes the risk of outdated materialThe arrival of social networks like Facebook, Twitter, being taught in training classes.YouTube, and LinkedIn has forever changed the way Employees will be able to provide post-training feedbackpeople do business and learn. Instead of reading, directly to the training team as they will be able toresearching, and absorbing information from the web, comment and rate the operational merit of the learninglearners are writing, qualifying, and rating content. once they reach production. This immediate andSocial learning empowers learners to do the same in constant feedback from all levels creates a unique andthe training environment. Through a dynamic integration engaging learning experience for all involved.of technologies and learning philosophies, training andsupport resources can now collaborate online throughTeleTech’s social collaboration platform, Iris. UsingIris, learners share ideas, feedback, and suggestions. 26eLearningTeleTech’s Learning Design and Development team ensures that the design principle of the eLearning courses align tothe interests, responsibilities, and performance requirements of today’s learners. QUICK READSocial LearningThrough a dynamic integration of technologies and learning philosophies, training and support resources can nowcollaborate online through TeleTech’s social collaboration platform, Iris.
TeleTech delivers cost vs. benefit analysis on which types of customer interactions should be managed by which channels for better service delivery optimizations and customer experience.27
Integrated Customer Management Service Delivery Architecture Today’s clients are challenged with the need to Based on almost three decades of experience operating manage multiple customer interaction channels while service delivery centers, TeleTech delivers customized transforming their customers’ experiences. The key is architectures for high-performance service delivery determining the optimal customer support strategy by centers or the re-design of existing centers. Custom mapping customer interactions to the right channel. architectures leverage TeleTech’s deep expertise in An Integrated Customer Management (ICM) program requirements analysis, IP Telephony, service delivery assesses a client’s existing channels across all service prototyping, simulated environments, customer TeleTech Professional Services can perform and sales programs. TeleTech deploys voice and equipment simulation, call routing, proof of concept one-time assessments, benchmarking, and customer experience analytics to analyze call volumes development, and scalability testing. and interaction types. TeleTech delivers cost vs. benefitC OM P R E H E NSI V E C U S TOM E R A N D E N T E R P R I S E S OLU T I ON S analytic services that lead to concise, action- analysis on which types of customer interactions able plans designed to address key business should be managed by which channels for better issues in the service delivery center. We also service delivery optimizations and customer experience. work with clients to execute our recommenda- Customer interaction channels analyzed include voice, e-mail, text (SMS), chat, social media, and self-service. tions, turning those plans into reality through TeleTech delivers customer support roadmaps that specific, measurable actions. To ensure that consist of actionable recommendations as well as the the business benefits we identify are continu- business impact these recommendations will have on ally realized, our tools and resources are also clients’ current and future operations. offered on an ongoing basis through managed services contracts. This positions our clients’ service delivery centers to move in the most optimized, most profitable direction month after month, year after year.29 Integrated Customer Management Customer interaction channels analyzed include voice, e-mail, text (SMS), chat, social media, and self-service. QUICK READ Service Delivery Architecture Custom architectures leverage TeleTech’s deep expertise in requirements analysis, IP Telephony, service delivery prototyping, simulated environments, customer equipment simulation, call routing, proof of concept development, and scalability testing.
Service Delivery Optimization designed to identify customer retention risks that canTeleTech’s operations assessments deliver an end-to- be acted upon through a series of recommendations for PROFESSIONAL SERVICESend review of customer service operations, including customer prediction, reaction, and recovery.operational metrics, methods and procedures,call routing and self-service technology, workforceoptimization, training, and employee incentives, Technology Integrationproviding a roadmap of actionable recommendations TeleTech delivers evaluations of the infrastructure,for improvement. technology, and applications utilized in customer-facing operations compared to TeleTech’s state of the artTeleTech’s operations benchmark services provide an customer interaction capabilities. TeleTech also deliversevaluation of service delivery center performance against comprehensive systems integration services to ensurenormalized industry metrics yielding a performance that service delivery infrastructure systems are integratedscorecard addressing the key operational metrics of the efficiently and effectively with corporate CRM, ERP,service delivery center as well as a quantification of the financial, and business systems, as well as custom orfinancial impact of improving each metric. Operations proprietary applications and environments.analytics deliver a holistic analysis of service deliverycenter metrics blending existing performance indicatorswith primary research.Revenue Performance OptimizationTeleTech’s sales opportunity assessments provide an in-depth review of customer-facing processes designed touncover latent opportunities for improving (or introducing)revenue enhancing tactics as part of a coordinatedroadmap of revenue generation initiatives.TeleTech’s customer retention analytics defineinteractions across all customer-facing processes 30Service Delivery OptimizationOperations assessments deliver an end-to-end review of customer service operations, including operational metrics,methods and procedures, call routing and self-service technology, workforce optimization, training, and employee incentives. QUICK READRevenue Performance OptimizationProvides an in-depth review of customer-facing processes.Technology IntegrationTeleTech delivers comprehensive systems integration services to ensure that service delivery infrastructure systems areintegrated efficiently and effectively.
CORPORATE HEADQUARTERS LATIN AMERICA ASIA-PACIFIC9197 South Peoria Street Argentina Australia and New Zealand Chacabuco 175 154 Pacific HighwayEnglewood, Colorado 80112 C1069AAC - Buenos Aires St. Leonards NSW 2065 Argentina AustraliaPhone: +1.800.TELETECH or Phone: + 54 11 4121 7800 Phone: +61 2 9844 1100 +1.303.397.8100 (outside the US) Fax: + 54 11 4131 7007 Fax: +61 2 9930 1630 Email: HQLatinAmerica@TeleTech.com Email: HQAustraliaNZ@TeleTech.comFax: +1.303.397.8199Email: Solutions@TeleTech.com Brazil Philippines Av. Maria Coelho Aguiar, 215 Bloco A Building F, SM Corporate Offices – 7º andar 1000 Bay Boulevard, SM Central Business Sao Paulo, SP, 05805-000 Park Brazil Pasay City, 1300 Phone: + 55 11 3747 7967 Philippines Fax: + 55 11 3747 7764 Phone: +63 2 5529730 Email: firstname.lastname@example.org Fax: +63 2 5529789 Email: SoutheastAsia@TeleTech.com Costa Rica Zona Franca del Este EUROPE, MIDDLE EAST, AFRICA San Gabriel de Calle Blancos 81-85 Duncairn Gardens San Jose Belfast BT15 2GQ Costa Rica United Kingdom Phone: + 506 2507 5829 M4 3AQ Fax: + 506 2223 0081 Phone: +44 28 9057 5000 Email: HQLatinAmerica@TeleTech.com Email: EMEA@TeleTech.com Mexico Plaza de la Republica num. 43 Col. Tabacalera Mexico City, Mexico D.F., C.P. 06600 Mexico Phone: + 52 55 9140 5337 Fax: + 52 55 5566 5300 Email: HQLatinAmerica@TeleTech.com