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Search within: Customer Experience Services:

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Contracts Database

for Customer Experience Services

Track the pattern of service adoption by monitoring Customer Experience Services contract awards by your peers. Identify who are the successful vendors this industry now. Updated monthly!

These documents are available to logged in clients that have purchased access to this program.

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Confidence Index:

for Customer Experience Services

NelsonHall Confidence Index is a quarterly survey to measure changing levels of business confidence within Customer Experience Services

Join NelsonHall Customer Experience Services Confidence Index:

Every quarter NelsonHall publishes the NelsonHall Customer Experience Services Confidence Index, a Quarterly Index of Confidence that monitors changes in industry confidence in the global Customer Experience Services market.

For a sample report and details of how to join NelsonHall's Customer Experience Services Confidence Index, please contact us

TeleTech - WAHA Services

Vendor Analysis

by NelsonHall Analyst

published on Nov 17, 2011

Access to this report is restricted to logged in clients with access. Login to get full access

Report Overview:

This NelsonHall vendor assessment analyzes TeleTech's offerings and capabilities in WAHA services. TeleTech is one of a number of WAHA services companies analyzed in NelsonHall's comprehensive industry analysis programs.

Who is this Report for:

NelsonHall's WAHA services profile on TeleTech is a comprehensive assessment of TeleTech's WAHA offerings for organizations and capabilities designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of customer management services (CMS) to serve organizations and identifying vendor suitability for CMS RFPs
  • Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
  • Financial analysts and investors specializing in the support services sector

Scope of this Report:

The report provides a comprehensive and objective analysis of TeleTech's WAHA services, capabilities, and market and financial strength, including:

  • Identification of the company's strategy, emphasis, and new developments
  • Analysis of the company's strengths, weaknesses, and outlook
  • Revenue estimates
  • Analysis of the profile of the company's customer base including the company's targeting strategy and examples of current contracts
  • Key client case studies
  • Analysis of the company's offerings and key service components
  • Analysis of the company's delivery organization including the location of delivery locations.

Key Findings & Highlights:

TeleTech primarily targets the following services in its WAHA delivery:

  • Tech support
  • Customer care
  • Sales

TeleTech typically hire well above the average agents requirement, making a larger pool of part time agents. By having a larger pool than typical call centers, TeleTech are able to ramp up at a faster pace than brick and mortar centers.

TeleTech first offered WAHA as a service in the U.S. in 2007. Since2008, TeleTech has been active in Canada and Europe. Moving forward, TeleTech is looking to enter other developed countries such as NZ and Australia.

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