eTelecare

eTelecare Global Solutions, Inc (NASDAQ: ETEL) (PSE:ETEL), was a provider of complex business process outsourcing (BPO) solutions.

eTelecare Global Solutions, Inc.
Public
IndustryBusiness process outsourcing, Offshoring
FounderJim Franke and Derek Holley
Headquarters
Quezon City, Manila
,
PH
Key people
John Harris, Rick Felix and Gilbert Hernandez
(Director, President & CEO)
Number of employees
13,400+ (2008)[1]
WebsiteeTelecare homepage

eTelecare Global Solutions provides outsourced service through voice, email, and chat for companies in such industries such as consumer electronics, telecommunications, financial services, travel, and media. It offers customer service, technical support, sales, and market research services from contact centers in the Philippines, United States, Nicaragua, and South Africa.

Founders of eTelecare

eTelecare was founded as eTelecare International in November 1999 by Jim Franke and Derek Holley, two alumni of the call center consultancy of McKinsey & Company. It prides itself as the first Filipino Call Center.

Locations
Philippine Offices
  • Citibank Tower, Quezon City
  • PBCom Tower, Makati City
  • Megaworld Cyber Zone (Eastwood City Cyberpark), Libis, Quezon City
  • i1 Bldg, Asia Town IT Park, Cebu City
  • Worldwide Corporate Center Shaw Boulevard Barangay Highway Hills Mandaluyong City
  • i2 Bldg, Asia Town IT Park, Cebu City
  • Northgate Cyberzone, Filinvest Corporate City, Alabang, Muntinlupa City
  • Bldg 2112 & 2113 CP Garcia St. cor L. Tanada, Clark Field, Pampanga
North American Offices
  • Raintree, Scottsdale, Arizona
  • Vermillon, South Dakota
  • Colonnade, Phoenix, Arizona
  • Minot, North Dakota
  • Rio Rancho, New Mexico
  • South Mountain, Phoenix, Arizona
Latin American Offices
  • Nicaragua
African Offices
  • South Africa

eTelecare International

eTelecare Global Solutions is a provider of business process outsourcing (BPO) services focusing on the complex, voice and non-voice based segment of customer care services. The company provides a range of services, including technical support, customer service, sales, customer retention, chat and email from both onshore and offshore locations.

eTelecare’s first call center went live with inbound telecommunications and financial services programs in September 2000.[2]

VoIP Innovation

eTelecare's Lead Network Architect, Professor Brandon R. Brown and Telecommunications Director Ms. Sherri Jones-Cleven, collaborated with Avaya and Cisco Systems to incorporate the first widespread use of compression technologies across traditional T-1 circuits. This in effect helped eTelecare International to cut its telecommunication costs by a factor of ten and allowed it to save needed capital in order to rapidly expand. eTelecare was the first outsource organization to do this and as a result gained competitive advantage albeit brief over its competition.

eTelecare Global Solutions

In May of 2004, Phase 2 Solutions was acquired by eTelecare International. Phase 2 Solutions was the 8th largest independent wireless reseller in the US.
By February 2005, eTelecare International became known as eTelecare Global Solutions.

In December 2008, Ayala Corporation and Providence Equity Partners acquired all of the outstanding shares of eTelecare in the Philippines and all of the outstanding eTelecare American Depositary Shares in the United States

Stream Global Services acquisition

By October 2009, Stream Global Services has acquired EGS Corp., the indirect parent company of eTelecare Global Solutions in a stock-for-stock exchange.[3] eTelecare Global Solutions is now known as Stream International Global Services Philippines, Inc.

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References
  1. "eTelecare Global Solutions, Inc". Hoovers. 2008-12-08. Retrieved 2008-12-10.
  2. http://www.microsoft.com/caseStudies/Case_Study_Detail.aspx?casestudyid=4000004325
  3. http://callcenterinfo.tmcnet.com/analysis/articles/62175-stream-etelecare-merge.htm
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