Provides Clients With Real-time Revenue Assurance Capabilities to Improve
Business Revenue and Minimize Losses
DENVER, April 14 /PRNewswire-FirstCall/ -- TeleTech Holdings, Inc.
(Nasdaq: TTEC), a global provider of customer management and business process
outsourcing (BPO) solutions, today announced a new revenue assurance solution
that is integrated into its Customer Insight Analyzer(TM) tool. The
application is part of the TeleTech(R) On Demand(TM) suite of services and can
improve individual agent, contact center, and enterprise-wide performance.
Revenue assurance processes are a key to successful business. U.S.
companies under-achieve billions of dollars annually as a result of employee
and system errors, inadequate controls, limited training, as well as employee
and provider misuse. Experts estimate annual losses in the U.S. due to these
factors can be as high as $660 billion, and difficult to detect in customer
contact centers. TeleTech's fully-automated Customer Insight Analyzer(TM)
tool can significantly reduce the time required to detect such activities from
weeks to minutes. Using this new tool, TeleTech clients can identify problems
on a real-time basis, enabling immediate action to generate revenue or prevent
losses. The information provided by this tool can also be used by the client
to help implement higher levels of performance, compliance, and security,
minimizing future process errors or inappropriate activity.
"In today's business environment, a more automated, real-time approach is
required to identify, manage, and prevent business risks. Most companies have
manual processes in place today for activity assessment, but these are
typically inefficient and time consuming, exposing the company to greater lost
revenue opportunity," said Greg Hopkins, executive vice president, business
development, TeleTech. "TeleTech's Customer Insight Analyzer(TM) tool is a
cost-effective solution that quickly analyzes real-time data about employee
behavior patterns and activities. This gives companies the ability to rapidly
detect inappropriate activity and take corrective steps to improve revenue
generation and minimize losses."
The Customer Insight Analyzer(TM) revenue assurance solution can also be
deployed to monitor and improve other call center activities and back-office
activities. It helps detect real-time agent error, enabling a supervisor to
provide on-the-spot coaching. Agent compliance metrics can be viewed by call
centers, geographic regions, as well as product categories, and the
application can be scaled for call centers of companies of any size and across
all industries. More importantly, companies can deploy this solution quickly
through the TeleTech(R) On Demand(TM) platform. Like all of the TeleTech(R)
On Demand(TM) solutions, the Customer Insight Analyzer(TM) revenue assurance
capability can be purchased on a "pay as you go" basis with minimal upfront
investment.
ABOUT TELETECH
TeleTech is a global business services company that provides a full range
of front- to back-office solutions including customer management, BPO,
database marketing, and outsourced services to measurably enhance clients'
core customer management processes. TeleTech's ability to create innovative
strategies, combined with its global technology platform and delivery
infrastructure, helps clients increase revenue, lower costs, and retain their
customers around the world. TeleTech's products and services, standardized
processes, and recognized capabilities to implement complex global projects
make the Company a valued partner for clients that include Global 1000
businesses and governments. TeleTech partners with clients to offer 150
languages, through its more than 32,000 employees, in 17 countries. For
additional information, visit www.TeleTech.com.
FORWARD-LOOKING STATEMENTS
This press release may contain certain forward-looking statements relating
to future results. The Private Securities Litigation Reform Act of 1995
provides a safe harbor for forward-looking statements. These forward-looking
statements are subject to risks and uncertainties that may cause TeleTech's
and its subsidiaries' actual results to differ materially from those expressed
or implied by such forward-looking statements, including but not limited to
the following: the ability for the Company to execute its growth plans and to
achieve its three-year financial goals and targeted cost reductions; the
Company's ability to increase profitability via the globalization of its North
American best operating practices; the ability to successfully launch and
generate revenue from new product introductions; the estimated revenue
associated with new or renewed client agreements; the possibility of the
Company's Database Marketing and Consulting segment not returning to historic
levels of profitability; the ability of the Company to fund its future growth
initiatives; greater than anticipated competition in the customer care market,
causing adverse pricing and more stringent contractual terms; risks associated
with losing or not renewing significant client relationships, or early
termination of a client agreement; the Company's ability to close new business
and fill excess capacity; consumers' concerns or adverse publicity regarding
the products of the Company's clients; higher than anticipated start-up costs
or lead times associated with new ventures or business in new markets;
execution risks associated with performance-based pricing metrics in certain
client agreements; the Company's ability to find cost effective locations,
obtain favorable lease terms, and build or retrofit facilities in a timely and
economic manner; risks associated with business interruption due to weather-
related events; risks associated with attracting and retaining cost-effective
labor at the Company's customer management centers; the possibility of
additional asset impairments and restructuring charges; risks associated with
changes in foreign currency exchange rates; economic or political changes
affecting the countries in which the Company operates; changes in accounting
policies and practices promulgated by standard setting bodies; and, new
legislation or government regulation that impacts the customer care industry.
Please refer to the Company's filings with the Securities and Exchange
Commission, including the Company's Annual Report on Form 10-K for the year
ended 2004, for a detailed discussion of factors discussed above and other
important factors that may impact the Company's business, results of
operations, financial condition, and cash flows. The Company assumes no
obligation to update its forward-looking statements to reflect actual results
or changes in factors affecting such forward-looking statements.
NOTE: TeleTech, the TeleTech logo, TeleTech On Demand, and Customer
Insight Analyzer are trademarks of TeleTech Holdings, Inc.
CONTACT:
investors
Karen Breen
+1-303-397-8592
Dan Campbell
+1-303-397-8634
media
Julie Lucas
+1-303-397-8555
All for TeleTech
Holdings, Inc.
