PLDT, TeleTech forge tie-up

Leading telecommunications company Philippine Long Distance Telephone Co. (PLDT) and TeleTech, a leading global provider of integrated customer relationship management solutions, have agreed to fund and build customer interaction centers that will handle telephone calls and e-mail inquiries originating from TeleTech’s clients in the US and other English-speaking countries.

PLDT, through its Internet arm, ePLDT, will provide the facilities, along with certain other services, including the telecom and data infrastructure for this partnership. The initial center is expected to begin operations in the fourth quarter of 2001 at Fort Bonifacio’s e-Square IT Park and expects to initially generate at least 500 news jobs.

The call center will open with 500 seats, but this number is expected to grow to 800 in three years.

"This new call center initiative is a positive step for ePLDT and for the Philippines as a base for backroom operations. We believe there is a huge potential for revenues and profits in this business area. The new call center is expected to generate significant inbound call traffic through PLDT’s international network," ePLDT managing director Ray Espinosa said.

The new venture will utilize PLDT-International’s robust and resilient Global Point of Presence (GPOP) network, which spans eight countries worldwide, to haul voice and data call center traffic. It will also capitalize on ePLDT’s array of Internet and Data Center services to deliver a superior technological solution to the call center market.

Meanwhile, TeleTech will bring in its strong global marketing and call center account management expertise.

TeleTech currently operates in 11 countries, including the US, Australia, Singapore, and China and employs approximately 27,000 people worldwide. It offers a full spectrum of voice and Internet communications, including custom e-mail response, chat, and web co-browsing facilities, which it provides for global 1000 clients.

ePLDT is the principal vehicle for PLDT’s Internet, e-commerce and multimedia initiatives and will eventually serve as the holding company for PLDT’s existing interests in a number of businesses, including cable television through Home Cable and the Internet through Infocom. – Mary Ann Reyes