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| logo = [[Image:ETelecare global solutions.jpg|200px|eTelecare Global Solutions Logo]]
| logo = [[Image:ETelecare global solutions.jpg|200px|eTelecare Global Solutions Logo]]
| type = [[Public company|Public]]
| type = [[Public company|Public]]
| founder = [[Jim Franke]] and [[Derek Holley]]
| founder = Jim Franke and Derek Holley
| key_people = '''[[John Harris]]'''<br><small>(Director , [[President]] & [[CEO]])</small>
| key_people = '''John Harris, Rick Felix''' and '''Gilbert Hernandez'''<br><small>(Director, [[President (corporate title)|President]] & [[CEO]])</small>
| location_city = [[Quezon City]], [[Manila]]
| location_city = [[Quezon City]], [[Manila]]
| location_country = [[Philippines|PH]]
| location_country = [[Philippines|PH]]
| industry = [[Business process outsourcing]]
| industry = [[Business process outsourcing]], [[Offshoring]]
| homepage = [http://www.stream.com/]
| homepage = [http://www.stream.com/ eTelecare homepage]
| num_employees = 13,400+ (2008)<ref name="openingofheadquarters">{{cite press release |title=eTelecare Global Solutions, Inc. |url=http://www.hoovers.com/company/eTelecare_Global_Solutions_Inc/rtkxxxi-1.html} |date=2008-12-08 |publisher=Hoovers|accessdate=2008-12-10}}</ref>
| num_employees = 13,400+ (2008)<ref name="openingofheadquarters">{{cite web |title=eTelecare Global Solutions, Inc. |url=http://www.hoovers.com/company/eTelecare_Global_Solutions_Inc/rtkxxxi-1.html |date=2008-12-08 |publisher=Hoovers|accessdate=2008-12-10}}</ref>
}}
}}


{{Lower case title}}
{{Lower case title}}
'''eTelecare Global Solutions, Inc''' ({{Nasdaq|ETEL}}) (PSE:ETEL), a provider of complex business process outsourcing (BPO) solutions.
'''eTelecare Global Solutions, Inc''' ({{NASDAQ|ETEL}}) (PSE:ETEL), was a provider of complex [[business process outsourcing]] (BPO).


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.
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.


==History==
==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 calls itself the first Filipino Call Center.
Over time more offices were added.
⚫
It provides 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.<ref name="Going_Live">{{Cite web|url=http://www.microsoft.com/caseStudies/Case_Study_Detail.aspx?casestudyid=4000004325|title = Microsoft Customer Stories}}</ref>
⚫
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.
The company collaborated with Avaya and Cisco Systems to incorporate compression technologies across traditional T-1 circuits. This helped eTelecare International tcut 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.


⚫
In May 2004, Phase 2 Solutions was acquired by eTelecare International. Phase 2 Solutions was the 8th largest independent wireless reseller in the US.<br /> By February 2005, eTelecare International became known as eTelecare Global Solutions.
==eTelecare Global Solutions Executives==
⚫
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


⚫
By October 2009, [[Stream Global Services]] acquired EGS Corp., the indirect parent company of eTelecare Global Solutions in a stock-for-stock exchange.<ref name="Stream_Merge">{{Cite web|url=http://callcenterinfo.tmcnet.com/analysis/articles/62175-stream-etelecare-merge.htm|title = Stream, eTelecare Merge}}</ref> It became known as Stream International Global Services Philippines, Inc.
* Alfredo Ayala, Chairman
* Jim Franke - Founder/Director
* Derek Holley - Founder/Director

* John Harris - President, Chief Executive Officer & Director
* Mike Dodson - SVP & Chief Financial Officer
* Dave Palmer - SVP, Global Operations
* George Hines - SVP & Chief Information Officer
* Glenn Dispenziere - SVP, Sales & Marketing
* Gilbert Sta. Maria - SVP, Corporate Development
* Francis Dunn - Controller & Chief Accounting Officer
* Mary Sculley - SVP, Global Human Resources
* Benedict C. Hernandez - SVP, Philippine Operations
* Jared Morrison - VP, Philippine Operations
* Joan Liston - Philippine Operations Support Director
* Manish Gulati - VP, Philippine Operations

==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 International==

⚫
eTelecare’s first call center went live with inbound telecommunications and financial services programs in September 2000.<ref name="Going_Live">http://www.microsoft.com/caseStudies/Case_Study_Detail.aspx?casestudyid=4000004325</ref>

==eTelecare Global Solutions==

⚫
In May 0f 2004, Phase 2 Solutions was acquired by eTelecare International. Phase 2 Solutions was the 8th largest independent wireless reseller in the US.<br /> 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.<ref name="Stream_Merge">http://callcenterinfo.tmcnet.com/analysis/articles/62175-stream-etelecare-merge.htm</ref> eTelecare Global Solutions is now known as Stream Global Services.


== References ==
== References ==
Line 88: Line 34:


== External links ==
== External links ==
* [http://www.etelecare.com/ eTelecare.com]
* [https://web.archive.org/web/20100103114633/http://etelecare.com/ eTelecare.com]


[[Category:Outsourcing companies]]
[[Category:Business process outsourcing companies of the Philippines]]
[[Category:Companies based in Quezon City]]
[[Category:Ayala Corporation subsidiaries]]

Latest revision as of 08:16, 12 March 2024

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

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.

History

[edit]

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 calls itself the first Filipino Call Center. Over time more offices were added. It provides 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] The company collaborated with Avaya and Cisco Systems to incorporate compression technologies across traditional T-1 circuits. This helped eTelecare International tcut 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.

In May 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

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

References

[edit]
  1. ^ "eTelecare Global Solutions, Inc". Hoovers. 2008-12-08. Retrieved 2008-12-10.
  2. ^ "Microsoft Customer Stories".
  3. ^ "Stream, eTelecare Merge".
[edit]
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