In 2005, TELUS selected the Philippines as a customer care outsourcing destination based on that nation’s affinity to North American culture and its highly-educated English-speaking population. The first challenge was finding an outsourcing partner that aligned with the TELUS culture and highly-engaged workforce in an industry primarily driven by cost reduction. TELUS also required a partner that could emulate the company’s unique brand experience without risking its commitment to Likelihood to Recommend.
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