eTelecare - Phase 2 Wins Historic Fourth Consecutive Best Outsourcer Award at ICCM 2004

Continuing its unprecedented quality streak, eTelecare-Phase 2 won the Best in Show Award for Best Outsourcer prize for the fourth year in a row at the annual International Call Center Management Conference & Exposition, the largest call center show in the world. The award is presented to the best overall call center as chosen from US and international entries. This is the first time any company has won the same major award at the conference for four years running.

ICCM sponsors Advanstar Communications and Call Center Network Group presented the awards on August 12, the final day of the three-day conference at Chicago's Navy Pier convention center. eTelecare was selected on the basis of a written description of its quality results, client testimonials, interviews and booth presentations.

This is the nineteenth industry award for eTelecare-Phase 2 over the past three years. Recently, the company won a 2004 Top 50 Award in the International/Inbound & International/Outbound category from Customer Inter@ction Solutions Magazine.

eTelecare-Phase 2 president Derek Holley also gave an hour-long speech, “Faster, Better, Cheaper – Finding All Three Offshore” to an audience at the conference's International Pavillion. The speech uses case studies to show how companies can maximize offshore advantages while mitigating potential offshore disadvantages. The studies also explain why overall cost-per-resolution is a better measure of a vendor's value than per-hour costs.

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 the company's clients, is substantially higher quality and value compared bargain-priced outsourcers, as well as a 98% caller satisfaction rating.

The International Call Center Management Conference & Exposition is produced annually by Advanstar Communications. For more information, visit: www.advanstar.com. Founded in 1999, eTelecare International provides customer contact center operations for leading financial, computer and telecommunications firms.