TeleTech Launches @Home Solution

TeleTech Holdings, Inc., a leading global business process outsourcing (BPO) provider, today announced the launch of its TeleTech@Home dispersed workforce solution, presently ramping with several Fortune 500 clients and expected to grow to 15% of TeleTech’s current North American agent population by year-end 2007.

Stephen Loynd, program manager at IDC Research, estimates that more than 100,000 work-at-home agents presently work in the U.S. and that number is expected to soar to more than 300,000 by 2010. TeleTech@Home has been created to help meet that demand. TeleTech@Home agents are company employees — not independent contractors — providing a strong cultural fit, seamless workforce control, and high levels of agent satisfaction.

TeleTech@Home represents the newest offering in an extended line of solutions developed by TeleTech that enables clients to serve consumers using the most efficient means available without sacrificing quality. TeleTech clients now benefit from blended lifecycle services from all possible geographies, whether onshore, near-shore, offshore, or at home. The solution taps into TeleTech’s proven, highly scalable and centralized technical architecture. A unique delivery platform enables TeleTech@Home agents to access the same proprietary training, workflow, reporting, and quality tools as the company’s 41,000 contact center agents. The platform also allows secure access, monitoring, and reporting for TeleTech’s Global 1000 client base.

Features of the new offering include:

• Outstanding quality, low churn, high call resolution and superior sales and customer care performance
• Greater flexibility and scalability through the benefit of dispersed geography and proven processes
• Ability to reach a new and talented agent pool that includes licensed and certified professionals in a variety of industries with multiple years of experience
• Access to a unique and flexible agent population that includes stay-at- home parents, workers with physical challenges that make office commuting undesirable, rural workers, and workers in highly technical urban centers

“In an intensely competitive global marketplace, our clients must be able to offer service as a differentiator,” said Kenneth Tuchman, chairman and chief executive officer of TeleTech. “TeleTech@Home allows clients to choose from multiple workforce options, thus enabling seamless, consistent local and global service delivery.”

The TeleTech@Home solution will employ dispersed workers throughout North America first, with plans to expand globally during 2007.