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eTelecare secures more foreign deals, eyes 2,000 seat expansion in RP
Manila Bulletin - September 05, 2005
by joel d. pinaroc
eTelecare, one of the largest call center companies in the Philippines, has won "several" contracts from foreign firms wanting to source their call center needs in the country, the firm's top executive said.
Fred Ayala, eTelecare chairman, said following this development, eTelecare will also engage in a massive recruitment push in its Philippine operations.
"We will be adding 2,000 additional call center seats in the country this year to further beef up our existing 3,500-seat operations the Philippines," Ayala, in a briefing said.
Ayala said eTelecare won several contracts, some of which belong to Fortune 500 companies in the US.
He said one contract calls for the whole range of business process outsourcing, from technical and customer support to sales.
"But we cannot name them, under our partnership with these companies," Ayala said, although he hinted that the contracts will run the millions of dollars.
The firm, which has a total of 7,000 call center seats split between its US and Philippine operations, will also establish a new call center facility to accommodate its expansion roadmap, Ayala further said.
He said the expansion is part of eTelecare's preparation for the large contracts which will be handled by Filipino agents.
He disclosed that one of the contracts calls for the whole range of customer service operations, from technical and customer support to sales.
Ayala said eTelecare is also "working" with major US carriers, which opted to outsource customer service requirements in the Philippines.
And speaking of market segments, Ayala also said European companies have also been active in seeking out BPO requirements in the Philippines and India, the recognized leader in BPO.
In terms of revenues meanwhile, Ayala said eTelecare is looking at surpassing $150 million in revenues for this year. The firm posted revenues of $124 million last year..
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