Vendor Analysis
published on Nov 17, 2011
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.