TeleTech was created in 1982 by its current Chairman and CEO Kenneth Tuchman, a Californian entrepreneur and businessman who noticed something missing in the link between companies and their customers: effective management of open, real-time communication and interaction, It has since become the leading provider of customer management solutions, spearheading the growth of the business process outsourcing (BPO) industry.
Its 40,000 employees daily serve more than two million customers in 19 different languages in 17 countries around the world. "We started our operations in the Philippines in 2002 and now have more than 9,000 employees," says General Manager and Vice President of Operations, Maulik Parekh. "There is a lot of support from the government to expand the BPO industry. The Philippines has many advantages to offer: helpful, friendly and compassionate people, with a higher quality of English than other Asian countries." The nation's infrastructure and affinity to Western culture also make it a more desirable location for foreign companies wanting to set up offshore BPO operations. Government, industry associations and BPO enterprises are also making concerted efforts to promote high-margin, high value services, such as software development and knowledge process outsourcing. "I would not be surprised to see the Philippines become the next frontier for non-voice back-office operations for multinationals," adds Mr. Parekh. Over the last five years, TeleTech has been the fastest growing BPO company in the Philippines. "I am proud to say that we continue to exceed our clients' expectations, prompting many to extend their partnerships with us," says Mr. Parekh. The company balances an expansive global reach with maintaining due respect for local culture' and work practices. 'We truly are a 'think globally, act locally' company," says the CEO. "We are pioneers in bringing jobs to the people on the outskirts of Metro Manila, reducing commuting time and diversifying the provincial economies. We also share our technical know-how with universities and colleges."