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TeleTech planning to grow Philippine operations

Posted December 08, 2008

COLORADO-BASED outsourcing company TeleTech will expand its Philippine operations by at least 20 percent next year, generating as much as 4,000 new jobs for Filipinos.

Kenneth Tuchman, founder, chairman and chief executive officer of the world’s largest customer relations manager, told the BusinessMirror that the global economic slump has created new opportunities for companies such as TeleTech, as the market place consolidates and serves as catalyst for potential clients “to get off the doubt and make decisions.

“So we are seeing a multitude of things happening,” he added.

“It’s so difficult to crunch numbers now because there are so many variables and abstracts, but because we are the biggest in this space and the most financially healthy, we are going to be invited to the dance floor with the consolidation of the small players,” Tuchman said.

TeleTech started its Philippine operations with 400 employees in 2004. Now, it has 21,000 employees in 13 contact centers spread all over the country.

Tuchman said TeleTech in the Philippines now interviews up to 2,000 potential call-center agents, as the hiring process continues for its 13 delivery centers which translates into more than 1.5 million square feet of office space.

For his part, TeleTech vice chairman James Barlett said outsourcing “is becoming a part of the strategy of major corporations, especially in an economic downturn.

“Obviously, responsible executives, in the interest of their shareholders, are starting to look for partners how to run their business efficiently and help them lower their costs. So, they’re more active, looking for opportunities to partner with companies like ours,” Barlett added.

As much as 30 percent of TeleTech’s global operations are based in the Philippines. Of its more than 60,000 employees around the world, around 30 percent, or 21,000, are in the Philippines.

The company Tuchman founded in 1982 is considered as the first outsourced customer-service company in the world.

Tuchman said the company has been so successful in the Philippines that TeleTech is now the fastest employer in the country, “not just in our space but for the whole country. “We’re hitting new milestones every single quarter as our business accelerates.”

Barlett suggested the company would be able to tide the global recession as TeleTech has net zero debt.

Although 70 percent of TeleTech’s business comes from North America, “the rest comes from all over the world,” Tuchman said. TeleTech operates in 53 countries.

The US recession, which started in December 2007, “has now crossed all the oceans.” Tuchman said.

Source: BusinessMirror.com.ph, December 7, 2008
by Victor Sollorano

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