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TeleTech- CMS in Retail Banking

TeleTech- CMS in Retail Banking

Who Is This Vendor Assessment For?
NelsonHall’s CMS in retail banking industry sector profile on TeleTech is acomprehensive assessment of TeleTech’s retail banking sector customermanagement services (CMS) offerings and capabilities, designed for:
Sourcing managers monitoring the capabilities of existing suppliers ofCMS to serve the retail banking sector and identifying vendorsuitability for CMS RFPs
Vendor marketing, sales and business managers looking tobenchmark themselves against their peers
Financial analysts and investors specializing in the support servicessector.

Scope of the Report
TeleTech Holdings, Inc. (TeleTech) is a public company withheadquarters in Englewood, Colorado, U.S. It was founded in 1982by the current CEO, Kenneth D. Tuchman, to provide inboundcustomer care; Kenneth Tuchman still has 65% ownership in thecompany. TeleTech was listed on NASDAQ in 1996; at that time ithad ten contact centers in the U.S, two in the U.K., and one each inAustralia and New Zealand, with ~5k stations and revenues of~$50m (at end of 1995). From 1998 to 1999, it opened contactcenters in Scotland, Canada, Argentina, and Brazil; at that time italso announced a joint venture with the Ford Motor Company,called Percepta.In 2006, TeleTech expanded into South Africa.TeleTech offers outsourced customer management services (CMS),contact center technology, and strategy consulting. Across allindustries, it has ~44k employees in 67 contact centers, with ~35kworkstations in 17 countries, providing support in 49 languages.TeleTech is utilizing both brick and mortar and work at homeagents (WAHA) to support its CMS retail banking clients.

Scope of the Report
The report provides a comprehensive and objective analysis ofTeleTech’s retail banking offerings, capabilities, and market and financialstrength, including:
Identification of the company’s strategy, emphasis and newdevelopments
Analysis of the company’s strengths, weaknesses and outlook
Revenue estimates
Analysis of the profile of the company’s CMS retail banking customerbase, including the company’s targeting strategy and examples ofcurrent contracts
Analysis of the company’s retail banking sector CMS offerings andkey service components
Analysis of the company’s delivery organization including thegeography of delivery locations used for CMS retail banking sectorclients.


1. Background
2. Revenue Summary
3. Key Offerings
4. Delivery Capability and Partnerships
5. Target Markets
6. Strategy
7. Strengths and Challenges
7. 1 Strengths
7. 2 Challenges
8. Outlook

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