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eTelecare on LA Business Journal's Fastest Growing List
MONROVIA CA, Nov. 15, 2004 – eTelecare-Phase 2's rapid rise
from a small start-up to one of the leading call centers in the world was
affirmed last week when the Los Angeles Business Journal ranked it seventh
on its annual list of the 100 fastest growing privately held companies.
eTelecare-Phase 2's revenues grew more than 350% between 2001 and 2003,
and its headcount was up by 2300%.
The award was presented during a dinner at the Biltmore Hotel, in downtown
Los Angeles, on November 9. Matthew Toledo, President and Publisher, Los
Angeles Business Journal presided over the event. This is eTelecare-Phase
2's first appearance on the list and the ninth year that the Journal has
issued rankings. The complete list appears in the Journal's November 15
issue.
eTelecare-Phase 2 was founded in 1999 by Derek Holley and Jim Franke, two
alumni of the Call Center Consultancy of McKinsey & Co. Their plan
to combine US continuous improvement management with the affordable but
highly-skilled workforce of the Philippines was a success from the company's
first call in September 2000. Starting with 20 agents and one Manila call
center, eTelecare grew to 2500 agents in three call centers before acquiring
US-based Phase 2 Solutions, Inc., in May 2004. Today, the company has more
than 6000 employees, with seven call centers in the US and four in the
Philippines.
“eTelecare-Phase 2's growth reflects our strength as a combined company,”
said eTelecare-Phase 2 co-President Jim Franke. “We've always grown
rapidly because we delivered outstanding service at a low overall cost,
but now we're growing even faster because we can offer service from US
and Philippine locations. In addition, Phase 2 has brought us a host of
expertise in sales, customer retention and serving the telecommunications
industry.”
The list reflects the strength of the outsourcing industry in spite of
its hot-button status in an election year. eTelecare-Phase 2's was one
of four outsourcers in the top ten on the list, and, with $55 million in
revenues through Q2 2004, is by far the largest. eTelecare-Phase 2 is on
track for about $125 million in revenues in 2004.
“We've always felt that outsourcing makes American companies more
competitive by helping them focus on what they do best,” says Franke.
“Studies show that each dollar invested in outsourcing returns $1.40
or more to the US economy. The savings outsourcing generates enables companies
to offer better-paying, skilled jobs to American workers.”
Companies were required to have at least $5 million in 2003 revenues to
qualify for the list, according to an article on the Journal's web site.
The average two-year revenue growth rate was 44%, and total value of the
list was $17.3 billion compared to $15.1 billion for 2003.
Founded in 1999, eTelecare International provides customer contact center
operations for leading financial, computer and telecommunications firms.
eTelecare-Phase 2's award-winning approach combines the management experience
of former McKinsey consultants with affordable, highly-educated call center
agents in the Philippines and the US. eTelecare-Phase 2 screens employees
through a six-step process, provides four weeks of in-depth skills training,
maintains one supervisor for every 8 associates and uses the latest eCRM
technology. The result, according to company's clients, is substantially
higher quality and value compared bargain-priced outsourcers, as well as
a 98% caller satisfaction rating.
The Los Angeles Business Journal is an award-winning source for business
news of the Los Angeles area. To learn more, visit www.labusinessjournal.com
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