TeleTech
Encyclopedia
TeleTech Holdings, Inc. is a global business process outsourcing
company that provides services for customer management, transaction-based processing, database marketing services, professional sales, and eCommerce. Kenneth D. Tuchman founded TeleTech in 1982.
The firm is currently operating in 17 countries, with a total of 62 delivery centers.
In 1996 it completed its IPO and was voted NASDAQ's most successful IPO of the year. The company expanded globally in Australia and New Zealand, and, by 1999, also opened centers in Scotland, Canada, Costa Rica, Argentina, and Brazil. By 2005, it had expanded to the Philippines.
It subsequently acquired Direct Alliance, an award-winning revenue-generation company, and launched revenue generation, social CRM (customer relationship management), and Click-to-Chat solutions. In 2010 it acquired an 80 percent stake in Peppers & Rogers Group.
TeleTech Government Solutions, LLCdevelops and provides solutions for government agencies in several countries. Within the U.S., TTGS works with a wide range of U.S. government agencies, including the U.S. Department of State, the Federal Emergency Management Administration (FEMA), and the Federal Deposit Insurance Corporation (FDIC).
Direct Alliance provides business process outsourcing solutions geared towards information technology and consumer electronics. //
Percepta, established in 2000, serves the automotive industry.
TeleTech@Home offers customer care management solutions, enabling organizations to build a virtual global workforce of home-based employees.
Global Business Services provides solutions that range from back-office functions like financing and accounting services to front-office efforts.
Peppers & Rogers Group is a management consulting firm that leverages methodologies in customer lifecycle management
, customer experience
mapping, experience-based surveys, enterprise engagement
, multichannel marketing
and campaign management, loyalty program design, revenue management, and customer relationship management
. The firm has operations in nine countries. Its management team is based in Istanbul, Turkey, and Stamford, Connecticut. Its publishing division, 1to1 Media, is also based in Stamford.
It was co-founded by marketing professionals Don Peppers and Martha Rogers, Ph.D. They popularized the concept of one-to-one marketing, or personalized marketing
, after their book, The One to One Future was published in 1993.
Other books by Peppers and Rogers include:
Business process outsourcing
Business process outsourcing is a subset of outsourcing that involves the contracting of the operations and responsibilities of specific business functions to a third-party service provider. Originally, this was associated with manufacturing firms, such as Coca Cola that outsourced large segments...
company that provides services for customer management, transaction-based processing, database marketing services, professional sales, and eCommerce. Kenneth D. Tuchman founded TeleTech in 1982.
The firm is currently operating in 17 countries, with a total of 62 delivery centers.
History
The firm was founded in 1982 by current chairman and CEO, Ken Tuchman,. In 1986, the company moved operations into a small building in Sherman Oaks, California. By 1995, it had added centers in other states.In 1996 it completed its IPO and was voted NASDAQ's most successful IPO of the year. The company expanded globally in Australia and New Zealand, and, by 1999, also opened centers in Scotland, Canada, Costa Rica, Argentina, and Brazil. By 2005, it had expanded to the Philippines.
It subsequently acquired Direct Alliance, an award-winning revenue-generation company, and launched revenue generation, social CRM (customer relationship management), and Click-to-Chat solutions. In 2010 it acquired an 80 percent stake in Peppers & Rogers Group.
Brands
TeleTech Holdings, Inc. is the core business entity providing business process outsourcing solutions to Global 1000 organizations worldwide.TeleTech Government Solutions, LLCdevelops and provides solutions for government agencies in several countries. Within the U.S., TTGS works with a wide range of U.S. government agencies, including the U.S. Department of State, the Federal Emergency Management Administration (FEMA), and the Federal Deposit Insurance Corporation (FDIC).
Direct Alliance provides business process outsourcing solutions geared towards information technology and consumer electronics. //
Percepta, established in 2000, serves the automotive industry.
TeleTech@Home offers customer care management solutions, enabling organizations to build a virtual global workforce of home-based employees.
Global Business Services provides solutions that range from back-office functions like financing and accounting services to front-office efforts.
Peppers & Rogers Group is a management consulting firm that leverages methodologies in customer lifecycle management
Customer lifecycle management
Customer Lifecycle Management, or CLM is the measurement of multiple customer related metrics, which, when analyzed for a period of time, indicate performance of a business...
, customer experience
Customer experience
Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier. From awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy...
mapping, experience-based surveys, enterprise engagement
Enterprise Engagement
Enterprise Engagement is a sub-discipline of marketing and management that focuses on achieving long-term financial results by strategically aligning the engagement of customers, distribution partners, salespeople, and all human capital outside and inside of an organization...
, multichannel marketing
Multichannel Marketing
Multichannel marketing is marketing using many different marketing channels to reach a customer. In this sense, a channel might be a retail store, a web site, a mail order catalogue, or direct personal communications by letter, email or text message. The objective of the companies doing the...
and campaign management, loyalty program design, revenue management, and customer relationship management
Customer relationship management
Customer relationship management is a widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing,...
. The firm has operations in nine countries. Its management team is based in Istanbul, Turkey, and Stamford, Connecticut. Its publishing division, 1to1 Media, is also based in Stamford.
It was co-founded by marketing professionals Don Peppers and Martha Rogers, Ph.D. They popularized the concept of one-to-one marketing, or personalized marketing
Personalized marketing
Personalized marketing is an extreme form of product differentiation. Whereas product differentiation tries to differentiate a product from competing ones, personalization tries to make a unique product offering for each customer.-Internet marketing:Personalized marketing had been most practical...
, after their book, The One to One Future was published in 1993.
Other books by Peppers and Rogers include:
- Managing Customer Relationships: A Strategic Framework (2nd ed., 2011), a graduate level textbook.
- Rules to Break and Laws to Follow,(2008)
- Return on Customer,(2005)
- One to One B2B, (2001)
- The One to One Fieldbook,(1999)
- The One to One Manager, (1999)
- Enterprise One to One (1997)