eTelecare expands to service major client

eTelecare Global Solutions, a leading provider of complex business process outsourcing (BPO) solutions, will expand its capacity by 400 seats in one of its facilities in the Philippines to service a major communications client.

Under the contract, eTelecare will provide customer care with innovative up-selling components such as customer contract renewals with the full program ramp-up scheduled this summer.

“We continually strive for market leadership through our differentiated service and the high-quality people and processes we employ.  Significantly increasing the number of agents clearly reflects this customer’s confidence in our ability to deliver high quality service,” said eTelecare president and chief executive officer John Harris.

eTelecare is one of the country’s largest contact center operators with over 10,400 employees in seven local facilities.  Globally, the company has a manpower of 13,100 people working from 13 delivery centers.

Existing sites within the Philippines are in Makati City, Quezon City, Muntinlupa City, Quezon City, Cebu and Mandaluyong City.

In the US, eTelecare has seven centers‑three in Arizona, two in North Dakota, one in South Dakota and one in New Mexico.

In order to strengthen its position in the BPO market and sustain its growth, eTelecare is keen on penetrating some of its smaller target industries such as travel, cable, health care and Internet. 

eTelecare’s commitment to the Philippines began in 2000 when eTelecare established its first contact center in Makati City and became one of the first Philippine-based companies to provide voice-based BPO services to the US market. In 2004, eTelecare became one of the first Philippine-based companies to offer a multi-shore business model when it acquired Arizona-based Phase 2 Solutions, a leading US BPO provider.

Founded in 1999, eTelecare provides a range of services including technical support, customer service, sales, customer retention, chat and email from both onshore and offshore locations.