eTelecare bags deal with digital TV firm

eTelecare Global Solutions Inc., a leading provider of complex business process outsourcing (BPO) solutions, has entered into a deal to provide up to 250 seats of inbound telesales services for a digital television entertainment firm.

Under the agreement, eTelecare agents will sell new service activations from prospect inquiries originating from the service provider’s website, toll-free telephone number and from customer service transfers.

“Being selected by the industry leader with a reputation for high customer satisfaction is another validation of our value-driven customer satisfaction business model,” said eTelecare president and chief executive officer John Harris in a statement.

“eTelecare is happy to support this customer’s continued growth through this new telesales program,” he added.

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.

This year, the company expects to register revenues of between $300 million to $310 million. Net profit, on the other hand, is seen to fall to $16 million to $19 million compared with $23 million in 2007 owing to the impact of the strong peso on its operations.

To remain competitive in the industry, eTelecare is keen on penetrating some of its smaller target industries such as travel, cable, healthcare and the Internet.

eTelecare’s commitment to the Philippines began in 2000 when it established its first contact center in Makati 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.