eTelecare Wins CRM Excellence Award for 4th Straight Year

eTelecare Global Solutions announced today that it won a 2005 CRM Excellence Award from Technology Marketing Corporation and it's CRM-focused publication Customer Inter@ction Solutions . This is the fourth consecutive CRM Excellence Award for eTelecare, the largest Asia-based call center, and the 30 th major industry award it has won over the last four years.
T he award is presented to companies that have proven to be “true CRM partners to their customers and clients,” said Nadji Tehrani, founder and chairman of Technology Marketing Corporation ( TMC). To win the award, eTelecare had to provide measurable evidence that its services have improved its clients' businesses and helped retain customers.

In its case history, eTelecare showed how it helped a leading wireless telecommunications provider almost double their customer retention success rate. The comprehensive program eTelecare developed allowed customers to renew through voice calls, interactive voice response (IVR) and business-reply cards read by optical character recognition scanners. The result for the client was increased transaction accuracy, reduced average handle times and a reduced number of agents required to handle the calls. In all, eTelecare reduced their cost per accept by almost 60%.
“We're proud that TMC has recognized our continued commitment to customer relationship management for four straight years,” said Derek Holley, co-president of eTelecare Global Solutions. “Great CRM is about more than technology. It's also a matter of understanding the client's needs, gathering the right data and using it to improve the customer contact experience. This award is a validation of our approach.”

About eTelecare Global Solutions

Founded in 1999, eTelecare Global Solutions outsources contact center operations for leading firms in the financial, technological, telecommunications, and other sectors. With more than 6000 employees working on 43 programs for 26 clients at four call centers in the Philippines and eight in the U.S., eTelecare uses a rigorous approach to quality to provide outstanding service at a low overall cost.

About Technology Marketing Corporation and Customer Inter@ction Solutions

TMC publishes industry-leading print magazines serving the most dynamic segments of the communications and technology marketplace. Customer Inter@ction Solutions has been an industry-leading industry publication since 1982. Its editorial staff boasts more than 75 years of contact center experience.