New Solutions Tailored to Public Sector and Small to
Mid-Size Business Markets; Innovative "Service to Sales" Program to
Improve Contact Center Economics Across All Sectors
ENGLEWOOD, CO, Jun 10, 2010 (MARKETWIRE via COMTEX) --TeleTech
(NASDAQ: TTEC), today announced the addition of three new solutions
in its revenue generation product suite. The global business
process partner has helped clients target, acquire, grow and retain
customers for nearly three decades, enabling sales of more than $5
billion annually for its clients. Now, as revenue generation
objectives surge in priority for many companies, there is
increasing demand for creative solutions to penetrate new markets
and grow existing ones.
TeleTech's new offerings respond to clients' needs for sales
coverage and revenue growth within the public sector and small to
mid-size business (SMB) markets, as well as the need to transform
the economics of existing contact center operating models across
According to a recent IDC survey of more than 6,000 IT
decision-makers across 18 industries, increasing revenue is the
single most significant driver of IT investments in 2010. However,
budgets remain tight, and TeleTech's sales programs offer
breakthrough solutions based on unique performance and revenue
sharing pricing strategies.
Service to Sales integrates revenue generation as a top key
performance indicator in traditional contact center operations. The
product focuses on three key areas to drive sales success:
operational process transformation, extensive training and coaching
to enable contact center staff to sell effectively and technology
enablers to provide end-to-end support for the service to sales
"In most cases, our clients' largest proportion of contacts
occurs in a service environment, rather than during a traditional
sales call," says Judi Hand, chief marketing officer at TeleTech.
"By transforming processes and rewriting the operational handbooks
for contact centers, TeleTech is helping clients capitalize on each
customer interaction and increase revenue by as much as 30 percent.
Over time, TeleTech can generate enough revenue to move a contact
center operation from a cost center to a profit center, producing
unprecedented results for both our clients and their
In a recent Service to Sales program for a leading financial and
insurance institution, TeleTech increased the frequency of offering
new products during support interactions by 138 percent with a
corresponding 544 percent improvement in close rates.
SMB Sales Solutions: Success in the SMB market depends upon
effective customer segmentation. With over 12 million SMB companies
in the U.S. alone, it is imperative to target the highest potential
prospects with cost effective coverage models.
-- TeleTech has streamlined all the costs and steps it takes to implement
a successful SMB sales program, from list acquisition and lead
generation to a performance-based inside sales force.
-- TeleTech deploys an integrated contact strategy including voice
contact and electronic direct mail to develop ongoing relationships
with SMB customers, providing the smartest market coverage.
-- Intelligent analytics programs maximize customer profitability and
generate stable, recurring revenues.
-- Customer acquisition programs use direct sales methodologies,
including short message service (SMS), electronic direct marketing and
e-commerce micro sites.
-- TeleTech aligns more expensive traditional client field resources with
its professional inside sales associates to further reduce the overall
cost to acquire and serve SMB customers. In one example, TeleTech
inside sales professionals were able to deliver 163 percent of a
client's revenue goal.
Public Sector Sales Solutions: TeleTech's unmatched experience
in the public sector drives a new end-to-end sales program that
-- Access to TeleTech's proprietary public sector contact database, which
includes key contacts at government buying entities.
-- Dedicated named account executive-level ownership to over 47,000
public buying organizations, representing over 245,000 buyers of
products and services.
-- Sales program leadership with deep bench strength in public sector
purchasing practices, leveraging over 16 years of professional
experience selling to federal, state/local, K-12 and higher education
-- Customizable propensity models to maximize customer profitability
resulting in industry leading revenue-to-expense ratios.
TeleTech's Public Sector Sales program had early success for a
leading manufacturer of peripherals, software and service. Through
this program, the client achieved a 20 percent close rate on their
Public Sector Request for Proposals (RFPs) and TeleTech achieved
142 percent of the client's initial sales target.
TeleTech's revenue generation product suite supports every stage
of the customer lifecycle and includes end-to-end pre- and
post-sales programs; from lead generation and nurturing, to direct
sales and fully automated marketing campaigns, account management
and retention programs, marketing analysis and modeling.
The company has long been a leader in consultative selling and
has some of the most advanced and effective recruiting and training
programs in the industry. TeleTech associates have established an
extensive track record of exceeding clients' revenue objectives
across numerous industries, such as financial services,
communications and media, technology, healthcare and
ABOUT TELETECH TeleTech is one of the largest and most
geographically diverse global providers of technology-enabled
business process outsourcing solutions. TeleTech and its
subsidiaries have a 28-year history of designing, implementing, and
managing critical business processes for Global 1000 companies to
help them improve their customers' experience, expand their
strategic capabilities, and increase their operating efficiencies.
By delivering a high-quality customer experience through the
effective integration of customer-facing front-office processes
with internal back-office processes, we enable our clients to
better serve, grow, and retain their customer base. We use Six
Sigma-based quality methods continually to design, implement, and
enhance the business processes we deliver to our clients and we
also apply this methodology to our own internal operations.
TeleTech and its subsidiaries have developed deep domain expertise
and support more than 270 business process outsourcing programs
serving approximately 90 global clients in the automotive,
communications and media, financial services, government,
healthcare, retail, technology and travel and leisure industries.
Our integrated global solutions are provided by more than 42,500
employees utilizing 34,700 workstations across 69 delivery centers
in 16 countries. For additional information, visit
Source: IDC, 2010 Vertical Group Survey: BPO Services Spending
Trends, Investment Priorities and Customer Behavior by Vertical and
Company Size, Doc # 223276, May 2010.