TeleTech Holdings, Inc,one of the largest global providers of strategic and technology-enabled business process outsourcing solutions that drive commerce and lifetime customer value, today announced that it has been selected by Sabre Hospitality Solutions, a global technology company serving the hospitality industry, to provide customer innovation solutions for multiple hotel brands around the world. TeleTech was chosen for its superior strategy and execution incorporating cloud-based technology, learning innovation and customer-centric operational expertise.
Under the terms of this multi-year agreement, TeleTech will provide customer relationship management support for inquiries and reservations under the client’s private label brands. The program will support contact center services for global hospitality property owners in six languages. Additionally, TeleTech is implementing a comprehensive up-sell program that will emphasize traveler options and maximize revenue opportunities for the client. TeleTech will implement its Hosted Cloud Technology solution to manage customer interactions in both traditional and http://www.teletech.com/media/2738262/TeleTech_CI_TeleTech%40Home_Data_Sheet.pdf virtual workforce settings. Staffing for the program has begun and will reach full capacity in September.
“After a comprehensive evaluation process we chose TeleTech because of its focus on the quality of each customer interaction, along with efficiencies gained as a result of its flexible, technology-enabled operating model which includes brick and mortar and at-home staffing,” said Stephen Fitzgerald, chief operating officer for Sabre Hospitality Solutions. “TeleTech’s innovative recruiting, hiring and training processes ensure a motivated, highly qualified workforce. Additionally, the ability to staff at home or in a traditional brick-and-mortar setting allows us to tailor a solution to meet our hotel customers’ needs.”
“The hospitality industry is built on the guest experience, starting with the very first interaction,” said Judi Hand, TeleTech executive vice president and chief sales officer. “We approach each customer interaction as an opportunity to deliver a differentiated customer experience, and in doing so, we help to create loyal guests who prefer to patronize our clients’ properties.”
TeleTech’s integrated strategies for sales and service deliver an excellent experience, beginning with comprehensive associate training and support, and delivering the right processes and technology solutions to enhance every customer experience. To deliver a differentiated service experience, TeleTech supports its top-notch people with the company’s proprietary learning program, which is built upon a continuous and collaborative learning process. TeleTech’s Learning Innovation platform incorporates real-time customer interactions into learning and is particularly well-suited to supporting this client’s elite position in the hospitality industry.