TeleTech Awarded Multi-Year Contract Renewal with One of the Nation’s Largest Health Insurance Companies

DENVER--(BUSINESS WIRE)-- TeleTech Holdings, Inc. (NASDAQ:TTEC), one of the largest global providers of strategic and technology-enabled business process outsourcing solutions that drive commerce and lifetime customer value, has been awarded a multi-year contract expansion with one of the nation’s largest health insurance companies as a strategic partner for customer care management solutions and process improvement.

In the one and half years since the enactment of the Patient Protection and Affordable Care Act (PPACA) of U.S. health reform, TeleTech has been at the forefront of advising the nation’s largest health plans on how to architect a customer experience strategy that supports the entire spectrum of health management workflow, including wellness/health advocacy, precertification, authorization and utilization, customer service, and claims.

As a leader serving the healthcare industry, TeleTech was again selected for its excellence in customer care and continued process improvement; capacity to scale and proficiency in accommodating expansion of client services. TeleTech will design and implement customer care management solutions streamlining operations into central service delivery locations. By centralizing locations, the client will improve business continuity and consistency in services provided. In addition, TeleTech will apply its best-in-class process improvement program to improve productivity and enhance the customer experience. TeleTech’s approach is driven by a methodology which utilizes Six Sigma and Lean principles to achieve measurable results in a customer experience and support environment delivered by more than 3,000 Six Sigma trained consultants.

“As healthcare member and provider program management evolves, insurance companies are working hard to deliver more competent and reliable services to members and providers,” comments Kamesh Somanchi, senior vice president and healthcare industry leader for TeleTech. “Our goal is to deliver an excellent experience from the inside out, driving healthcare payer costs down while meeting the complex needs of members and providers across preferred communication channels.”

The Patient Protection and Affordable Care Act (PPACA) of U.S. health reform is creating dramatic changes in the health insurance industry. For consumers it will mean an increased role in decision making, more personal financial responsibility, a deeper need for information, and a demand for more help in dealing with the complexity of the healthcare ecosystem. For health insurers, it will require the ability to manage an increasing number of consumers and their information, provide more relevant advice to consumers and the ability to interact with them across their preferred channels. In order to meet these increasingly complex customer experience needs, health insurance providers are searching for strategic partners that can help them navigate these new challenges.

TeleTech helps many of the largest healthcare organizations around the world navigate healthcare reform with strategic technology and process solutions. Its expertise gives clients a competitive edge in an industry that’s facing greater demands than ever before. TeleTech helps these organizations solve their most complex problems and delivers customer-centric strategies for growth.


For nearly 30 years, TeleTech and its subsidiaries have helped the world’s largest companies achieve their most ambitious goals. As the go-to partner for the Global 1000, the TeleTech group of companies delivers technology-based solutions that maximize revenue, transform customer experiences and optimize business processes. From strategic consulting to operational execution, our more than 44,000 employees drive success for clients in the communications and media, financial services, government, healthcare, technology, transportation and retail industries. Our companies deliver award-winning integrated solutions in support of customer innovation, revenue generation, hosted technology, enterprise innovation, learning innovation and professional services. For additional information, please visit


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INDUSTRY KEYWORDS:   Technology  Data Management  Software  Health  Professional Services  Consulting  Insurance  Managed Care