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Gartner Recognizes TeleTech for Global Customer Management Contact Center BPO

By Madhubanti Rudra, TMCnet Contributor

TeleTech (News - Alert) Holdings, Inc, a company having over three decades of presence in global BPO space has secured a position in the Leaders quadrant for Customer Management Contact Center Business Process Outsourcing (BPO) Worldwide. This is not the first time that the BPO firm made it to the coveted list as it was recognized by Gartner (News - Alert) twice before for its contributions in the global contact center management industry.

This year, Gartner recognized TeleTech’s three strengths including multichannel strength, cloud capabilities and technology expertise. The company was also praised for its demonstration of though leadership in the area of innovative BPO services.

“We are delighted to be recognized by Gartner in the Leaders Quadrant for the third consecutive year. We are also pleased that industry analysts, like Gartner, are emphasizing the importance and value of working with a partner, like TeleTech, that can offer a fully integrated approach to managing the customer experience. Companies are increasingly differentiating their brand through a superior customer experience,” TeleTech Chairman and CEO Ken Tuchman commented in a statement.

Gartner defines a market leader as one that “demonstrate market-defining vision and the ability to execute against that vision through CM contact center BPO services, a superior market share (among the top 10 providers in regions where they compete), and solid references for CM contact center BPO services, worldwide, including a cross section of vertical industries.”

“Leaders also have superior investments in innovative CM contact center BPO service offerings, business/pricing models and service delivery models. They have a superior understanding of client needs and of current market conditions, and they are actively building competencies to sustain their leadership position in the CM contact center BPO market across multiple regions. The CM contact center BPO service providers in this Leaders quadrant generally also have strong global and regional service delivery operations and deep technology to leverage, and they deliver above-average customer experience,” Gartner added.

A place in the Quadrant is reflective of a company’s superior performance across multiple areas of customer satisfaction. For years, TeletTech’s technology-enabled, end to end customer experience solutions have been helping a number of companies to achieve enhanced customer engagement. And, the recognition from Gartner is a reiteration of this fact.