TeleTech Announces New Revenue Assurance Solution

DENVER, April 14 /PRNewswire-FirstCall/ — TeleTech Holdings, Inc. (Nasdaq: TTEC), a global provider of customer management and business process outsourcing (BPO) solutions, today announced a new revenue assurance solution that is integrated into its Customer Insight Analyzer™ tool. The application is part of the TeleTech® On Demand™ suite of services and can improve individual agent, contact center, and enterprise-wide performance.

Revenue assurance processes are a key to successful business. U.S. companies under-achieve billions of dollars annually as a result of employee and system errors, inadequate controls, limited training, as well as employee and provider misuse. Experts estimate annual losses in the U.S. due to these factors can be as high as $660 billion, and difficult to detect in customer contact centers. TeleTech’s fully-automated Customer Insight Analyzer™ tool can significantly reduce the time required to detect such activities from weeks to minutes. Using this new tool, TeleTech clients can identify problems on a real-time basis, enabling immediate action to generate revenue or prevent losses. The information provided by this tool can also be used by the client to help implement higher levels of performance, compliance, and security, minimizing future process errors or inappropriate activity.

“In today’s business environment, a more automated, real-time approach is required to identify, manage, and prevent business risks. Most companies have manual processes in place today for activity assessment, but these are typically inefficient and time consuming, exposing the company to greater lost revenue opportunity,” said Greg Hopkins, executive vice president, business development, TeleTech. “TeleTech’s Customer Insight Analyzer™ tool is a cost-effective solution that quickly analyzes real-time data about employee behavior patterns and activities. This gives companies the ability to rapidly detect inappropriate activity and take corrective steps to improve revenue generation and minimize losses.”

The Customer Insight Analyzer™ revenue assurance solution can also be deployed to monitor and improve other call center activities and back-office activities. It helps detect real-time agent error, enabling a supervisor to provide on-the-spot coaching. Agent compliance metrics can be viewed by call centers, geographic regions, as well as product categories, and the application can be scaled for call centers of companies of any size and across all industries. More importantly, companies can deploy this solution quickly through the TeleTech® On Demand™ platform. Like all of the TeleTech® On Demand™ solutions, the Customer Insight Analyzer™ revenue assurance capability can be purchased on a “pay as you go” basis with minimal upfront investment.