eTelecare was founded in November 1999 by Jim Franke and Derek Holley, two alumni of the call center consultancy of McKinsey & Co. They created eTelecare with a vision of providing superior value by simultaneously improving quality and reducing costs for our clients.

eTelecare's first call center was built out in May 2000 in Quezon City, Philippines. In September, our first two client programs went live with 20 agents on inbound telecommunications and financial services programs. In May 2004, eTelecare International acquired Phase 2 Solutions, Inc., a contact services provider for major telecommunications providers.

Now known as eTelecare Global Solutions, the combination unites best-of-breed capabilities from that region and the US. Today, eTelecare has grown to almost 10,000 employees serving 42 programs for 20 clients around the clock in 12 call centers in the Philippines and in the US.


Unique Selling Proposition

eTelecare Global Solutions is committed to providing outstanding service to its clients through our strategy of 'Invest to Outperform.' At each stage of the development, implementation and operation of our solution for the client, eTelecare will invest in quality to provide superior results, lower costs and greater overall value.

eTelecare currently meets detailed, challenging performance metrics on complex programs for a variety of Fortune 1000 clients. Our strategy enables us to invest in performance and quality at every level.

It starts at recruiting, where we use a rigorous six-step process that extends job offers to 2% of all candidates. It continues in training, where we give our trainees a thorough grounding in call center processes and American pop culture, and on the floor, where we evaluate up to 20 calls per agent per month. Our clients see it in the lower costs-per-resolution and increased value we generate with every call.