Vol. XXI, No. 163 [ Business World Online ]
Wednesday, March 19, 2008 | MANILA, PHILIPPINES
PUBLICLY LISTED eTelecare Global Solutions is going to provide inbound telesales services to a leading entertainment outfit.
eTelecare told the Philippine Stock Exchange (PSE) yesterday that it had entered into an agreement to provide up to 250 call center seats for a digital television entertainment services provider.
The business process outsourcing (BPO) firm said agents will primarily sell new services activated by customers through the client’s Web site, toll-tree telephone number, and customer service transfers.
eTelecare President and Chief Executive Officer John Harris said in the disclosure that the agreement reflects the confidence of clients in the BPO firm, which has the largest Philippine operations.
"Being selected by the industry leader with a reputation for high customer satisfaction is another validation of our value-driven customer satisfaction business model," said Mr. Harris, adding: "eTelecare is happy to support this customer’s continued growth through this new telesales program."
Sought for additional information about the agreement, eTelecare executives in the country could not be reached as of press time.
Last month, eTelecare announced that it increased its yearend net income by 50% or $10.8 million to $23 million in 2007 compared with the $12.2 million in profits posted in 2006. The firm attributed the growth to the heightened local demand for outsourcing.
Of 2007 revenues amounting to $259.9 million, local operations contributed $155 million, while US sites accounted for $104.8 million. eTelecare revenues grew by 33% last year.
eTelecare has over 3,000 sales agents working on over 50 marketing campaigns for leading clients in the communications, technology, and financial services industries. It has a total of 13 contact centers here and in North America.
In the Philippines, eTelecare has six facilities: Libis in Quezon City, Shaw Boulevard in Mandaluyong, Clark in Pampanga, Ayala Avenue in Makati, Alabang in Muntinlupa, and Lahug in Cebu. — M. G. S. Ramos
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