TeleTech’s people-centered approach to success

TeleTech, the leading provider of Customer Management and Business Process Outsourcing (BPO) solutions worldwide, has a not-so-secret recipe for success.

They take good care of their own people so that they in turn will take good care of their customers.

TeleTech Vice President and General Manager, Maulik Parekh, sat with The STAR not long ago to discuss this approach, which has constantly fueled a fiercely loyal workforce to perform at the highest levels.

It comes as no surprise, really. TeleTech, with headquarters in Denver, Colorado, is one of the most successful BPO companies in the world.

The company has a global network spanning 16 countries as it supports some 40,000 employees in more than 80 Customer Management Centers around the world. With such a huge network, it would be unimaginable for the company not to have some sort of program that inspires its employees to not just perform while they are in the company, but to keep performing day in and day out.

"I’d discuss our success in terms of numbers but that wouldn’t really shed light on what makes the company run like a well-oiled machine – what makes it tick. It’s our people who bring the success to the company so, naturally, we want to reward them accordingly," explains Parekh. "On top of our highly competitive performance-based pay program and benefits, we invest substantially in our Filipino employee development programs."

Parekh and company are definitely serious in their efforts to deliver to their employees more than just monetary compensation.

For example, TeleTech has an MBA scholarship program, called "UpGRADe" – the very first by a BPO company in the country. Under this program, TeleTech managers will be able to take MBA classes and at the same time work.

Already, the Ateneo de Manila University Graduate School of Business in Rockwell, Makati City and the University of St. La Salle in Bacolod City are in partnership with TeleTech in this endeavor.

"UpGRADe is an excellent path for self-development and career growth for TeleTech employees. An MBA degree hones the management potentials of students and ensures the steady supply of future leaders in the company," says Parekh. Parekh himself earned an MBA degree from the exclusive Thunderbird – The American School of International Management in Arizona, USA.

Another program that has been met with enthusiasm among TeleTech employees is the company’s new Auto Loan Program. Through an agreement signed just recently with BPI Family Savings Bank, TeleTech’s regular employees are given the chance to purchase vehicles on a Without Recourse Basis. According to Parekh, this is a welcome addition to TeleTech’s Lifestyle and Passport and Program as this new benefit provides TeleTech employees a well-rounded lifestyle that achieves work-life balance.

On top of all of this, there are the other TeleTech Lifestyle and Passport Program benefits. TeleTech employees, through partnerships made with several establishments similar to that made with BPI Family Savings Bank, have access to discounts and exclusive privileges to restaurants, fitness and wellness centers and hotels. As icing on the cake, several employee-centered activities like sportsfests and family days are scheduled throughout the year.

"We make sure to invite even the families of our employees to experience the kind of lifestyle we have made possible to our employees. This way, we can ensure that the families and friends of our employees can rest assured that we do take care of their loved ones. I’ve met some of them myself in a few of the family days I’ve attended and it just warms the heart to know that we’ve made more than just our employees happy with our efforts," ends Parekh. Truly, enriching the lives of as many people as possible has proven to be TeleTech’s secret to success.