TeleTech Holdings, a provider of transformational customer experience strategy, technology, and business process outsourcing (BPO) solutions, has entered into an exclusive relationship with Satmetrix, a provider of customer experience software, to integrate its Net Promoter methodology and technology into TeleTech's portfolio of customer experience products and services.
The integration of TeleTech's technology-enabled services with Satmetrix software will enable clients to operationalize interaction strategies at the point of customer contact to improve the service experience. This approach to integrating software with services will provide a platform for clients to create promoters and reduce detractors in real time. To ensure the effectiveness of the program, TeleTech also plans to incorporate Satmetrix's Net Promoter Service Certification into its global training curriculum.
"We are delighted to welcome Satmetrix to the growing family of TeleTech partners," said Ken Tuchman, chairman and CEO of TeleTech, in a statement. "Net Promoter has become the proven industry standard for measuring the quality of the customer experience. By building the Net Promoter methodology into our solution on the front lines, we will help our clients proactively take action and create more positive interactions that will ultimately increase loyalty, word of mouth advocacy and shareholder value."
Richard Owen, CEO of Satmetrix, said: "We are delighted to partner with TeleTech, a company that has had improving the customer experience at the heart of its service proposition for over three decades. Our combined capability will enable TeleTech clients to drive sustainable growth by creating advocate customers."