» Case Studies

» Featured Content

» Glossary

» Industry News

» Resources

Visit other TMCnet sites sponsored by Interactive Intelligence:

Accounts Receivable Management

Business Process Automation

CaaS

Insurance Technology

Webinars

Contact Center Solutions Featured Article

October 30, 2009

DTV Transition Led to Hiring of More Than 4,200 Temp Agents

By Brendan B. Read

Senior Contributing Editor

The digital TV, or DTV transition this year had two, if short-term, beneficial and well-timed economic impacts: it led TeleTech Government Solutions, a TeleTech subsidiary, to hire 4,231 temporary contact center agents, representing 635 full-time equivalents, and in doing so bolstered the parent’s company’s revenues.

The TeleTech unit performed the work to support the Federal Communications Commission’s national DTV help line during the second and third quarters 2009. The agents handled more than 1 million calls to support centers in nine states: Alabama, Arizona, California, Colorado, Florida, Kentucky, New York, Pennsylvania and West Virginia. TeleTech Government Solutions provided support to consumers in English, Spanish and 113 additional languages.

“TeleTech Government Solutions has accurately and fully complied with all relevant government reporting requirements and worked closely with the FCC (News - Alert) throughout the data submission process,” said Mariano Tan, president of TeleTech Government Solutions, in a statement. “The FCC has also acknowledged the high quality of support provided to the American consumers during the DTV transition period.”

In turn the income from this highly visible program helped TeleTech through these rough economic times, which it now sees signs of smoothing out. The firm’s third quarter 2009 financial statement, released Oct.28, revealed that third quarter and nine months 2009 revenue only reached $281.5 million and $887.1 million, respectively, down from $349.1 million and $1.07 billion in the year-ago periods.

On the other hand during the third quarter, TeleTech signed an estimated $55 million in new annualized revenue from both new and existing clients. To date in the fourth quarter it has lined up an estimated $80 million in new annualized revenue and expects to close several additional new business opportunities before the end of 2009.

TeleTech said the financial statement “believes volumes in its base business are beginning to stabilize across its key industry verticals although volumes continue to be soft in certain of its smaller verticals including automotive, logistics, and travel and leisure.

Accordingly, TeleTech expects fourth quarter 2009 revenue will approximate third quarter 2009 revenue. “The revenue lift from seasonal volumes is expected to offset the absence of approximately $8 million in revenue recognized in the third quarter 2009 “related to the completion of the short-term program for the Federal Communications Commission's digital television conversion.”

“We are encouraged by the pace of new business wins thus far in the fourth quarter as well as the ongoing business discussions we are having with both current and prospective clients,” said Ken Tuchman, TeleTech chairman and CEO, in a statement. “The marketplace is expressing a high level of interest in our revenue generation capabilities, our on-demand suite of offerings, and our ability to help companies simultaneously reduce global delivery risk and overall cost to serve. The breadth of TeleTech's capabilities uniquely positions us to capture additional market share in 2010 and beyond.”

Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Amy Tierney

Related Contact Center Solutions Articles

Pegasystems Introduces Solution to Help Call Centers with Continuity Through Mobile and Social Media Channels

While you may have been proud of your call center's ability to blend and handle multiple channels once upon a time, chances are...if you're like most call centers...you're starting to feel a little overwhelmed by the changes of recent years. Handling newer media and newer technologies - think of the fact that most of your customers are now going mobile with their data, and therefore their needs as customers - cannot be done with "good enough" customer support platforms. Add to that the trials of… [ Read More ]
02/15/2012

Stellar, TelePresence Introduce 3-D Video Contact Center Services

Stellar has expanded its customer outreach to include an innovative technology from TelePresence Tech. [ Read More ]
02/15/2012

Mitel Integrates Contact Center Solution with VMware View

With an objective to bring desktop virtualization to the contact centers, virtualization and cloud infrastructure solutions provider VMware Inc. has integrated Mitel's Contact Center Solution for VMware View. This integration enables contact center managers to better serve customers with centralized administration and better security as well as the ability to reduce costs. [ Read More ]
02/14/2012

Blending: The Key to Broadening Call Center Quality without Additional Resources

While many a corporate call center has found, in recent years, the need to tighten its belt, other call centers with shallower pockets, such as those that support non-profit groups or government agencies and civil services, have found the budget crunch to be even more dire. [ Read More ]
02/14/2012

[ View all Contact Center Solutions Articles ]

Socialize with us

FREE Contact Center Solutions eNewsletter

Click here to receive your targeted Contact Center Solutions Community eNewsletter.[Subscribe Now]

Industry News

Q-Suite offers enhanced Business Intelligence driven Dialer

Nimble 2.0 social CRM platform launches

Sparrows Group Soars Ahead with Epicor

Beyond the Arc, Clarabridge Bolster Financial Institutions' Product Offerings Using Social Media and Customer Feedback Data

Sparrows Group Soars Ahead with Epicor; Industry Leader Expands Use of Epicor to Global Operation

Silver Peak Revives Aging WAN and Saves Thousands of Dollars Annually for Global Anti-Aging Enterprise

CardioComm Solutions Executes an ECG Monitoring Service Agreement With Meditel of Italy and Places Soft-Launch HeartCheck(TM) PEN Order

Featured Resources

Interactive Intelligence Launches Ditch the Frustration Campaign [podcast]

Seeing Strong Demand for its CaaS Offering [podcast]

Interaction Process Automation Launches [podcast]

^NEW Consolidating Infrastructures: IT's New Call to Business [white paper]

^NEW The Value of a Combined Solution for Enterprise IP Telephony and Customer Care
[white paper]

^NEW Building Customer Centricity through Expertise-Based Interactions [white paper]

Back to Basics: All-in-One versus Individual Best-of-Breed Solutions [white paper]

Workforce Management: It's more than just software [white paper]

A Practical Guide to The Effective Use of Automated Dialing in Collections [practical guide]

A Practical Guide to Measuring and Managing Shrinkage in the Contact Center [practical guide]

A Practical Guide to Measuring Customer Satisfaction in the Contact Center [practical guide]

Contact Center Solutions Glossary of Terms

A B C D E F G H I J K L M N O P

Press Releases

About the Contact Center Solutions Community

Welcome to the Contact Center Solutions Community The Contact Center Solutions Global Online Community, Sponsored by Interactive Intelligence, is designed to serve as the industry's premier resource for information and research on Contact Center Solutions technology and deployment strategies.