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eTelecare Announces Agreement with Global Software Provider

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eTelecare Announces Agreement with Global Software Provider

November 13, 2008
By Anil Sharma
TMCnet Contributor
eTelecare Global Solutions, a provider of complex business process outsourcing (BPO) solutions, has announced it entered into an agreement with a global software provider to provide inbound sales services.

eTelecare (News - Alert) associates will provide the services to individuals and small businesses via both voice, from a U.S. delivery center, and live Internet chat, from a Philippines delivery center.

John Harris, President and CEO of eTelecare said that the company was selected to deliver this program in large part based on its track record and the client’s expectation that eTelecare will achieve measurably higher sales conversion rates than its current outsourced providers.

The company expects that later this year the client will expand the relationship to include technical support activities.

"Part of eTelecare's appeal to this client is our ability to deliver a range of BPO services that go well beyond inbound or outbound sales services," said Harris.

"In particular, our ability to provide technical support - in addition to our longstanding voice and non-voice sales and back-office capabilities - was clearly a factor in our winning the business."

eTelecare Global Solutions provides a range of services, including technical support, customer service, sales, customer retention, chat and email from both onshore and offshore locations. Services are provided from delivery centers in the Philippines, North America, and Latin America.

Recently, the company announced that it was awarded a contract to provide customer care and technical support programs for an independent digital entertainment retailer.
With this, customer care associates primarily support billing inquiries and resolution, while the technical-support associates assist customers experiencing difficulty downloading music or books in digital format.

Anil Sharma is a contributing editor for TMCnet. To read more of Anil's articles, please visit his columnist page.

Edited by Stefania Viscusi
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