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GlowTouch logo

The Uncommon BPO TM
Customer Experience Management Solutions
Contact Center Outsourcing
Business Process Outsourcing
Technology Outsourcing

Uncommon Loyalty
Customer tenure from 10 to 15 years, & longer
A 95% employee retention rate

Uncommon Capabilities
Software Engineers & App Developers
Data Mining & Analytics
NOC Management

Uncommon Approach
A partnership business model
Putting People First
Uncommon Capabilities
An Uncommon Culture
Creating Uncommon Experiences
glowtouch | email support outsourcing glowtouch | chat support outsourcing glowtouch | call center outsourcing glowtouch | business process outsourcing

What We Do

GlowTouch began as an IT development company and our team includes
a talented cast of full-stack web and application developers, and engineers.
This depth of technical skill is not typical among BPOs.
Not every contact center client uses these resources, but they are
available should your business goals shift.
Our agents become experts in your brand, focusing on first-contact issue
resolution that builds user loyalty and trust. This generates new
sales that turn customer care into a revenue center.

Contact Center Outsourcing

Pampering your customers through the entire lifecycle with onshore, nearshore, and offshore options:

Business Process Outsourcing

Streamlining your business and back-office processes to drive greater efficiencies and performance:

Technology Outsourcing

Working as an extension of your team or in collaboration:

IT Skill On Demand

Learn More about TO

Systems Integration
Cloud Marketplace Integration
Mobile Application Development
Mobile App
Development
Custom Software Development
Custom Software
Development
QA and Testing
QA & Testing
Infrastructure and NOC Monitoring
Infrastructure
& NOC Monitoring

Our Story

Our Story

Our story
began in
2002

GlowTouch was founded in 2002 with two employees. Today, we have a global presence with onshore, offshore, and nearshore contact centers. Meet the company that is small enough to listen, but big enough to act.

Our Journey

Our Mission

Our mission is comprised of three people-centric initiatives:
To develop enduring partnerships by delivering services that continually and effectively contribute to our clients’ growth and success; to establish an employee-friendly environment that promotes open communication, involvement, empowerment, and recognition of excellence; to build a successful company that positively impacts the communities in which we reside.

Uncommon
Capabilities 

At GlowTouch, we support the highest level of customer experience by providing the right people, channels, locations, processes, and technologies.

An Uncommon
Culture

We promote an internal company environment of open communication, employee empowerment, and recognition of excellence.

Uncommon
Experiences

Our people-first philosophy also equates to success with a positive impact on the communities where we live, work, play, and serve.

Leading With A Putting People
First Philosophy

Our people-centric culture is exemplified by our winning team of highly
experienced industry experts. We put people at the heart of everything we do for
our employees, our clients, their customers, and the communities we serve.

Vidya Ravichandran

President and Founder
Vidya Ravichandran

Tina Hammons

Senior Vice President of Customer Experience

Tina Hammons
Michelle Castillo

Michelle Castillo

Senior Vice President of Corporate Services
Shyamprasad Hebbar

Shyamprasad Hebbar

Senior Vice President of Corporate Services

P.C. Ramesh

Senior Vice President and Delivery Head
P.C. Ramesh

Jonathan D. Ellsworth

Senior Vice President of Customer Success
Jonathan D. Ellsworth
Tammy Weinstein

Tammy Weinstein

Vice President of Marketing & Analyst Relations
Paul Kuamoo

Paul Kuamoo

Senior Vice President of Continuous Improvement

Jarred Cook

Senior Vice President of Finance

Prakash Devadiga

Director of Accounting
Yogish Pai

Yogish Pai

Vice President of Technology
Gopalakrishna (G.K.) Shetty

Gopalakrishna (G.K.) Shetty

Director of Finance

Scott Johnson

Vice President of Client Services
Scott Johnson

Rick Quinones

General Manager of Global Operations
Rick Quinones
Keshia Swan

Keshia Swan

Corporate Social Responsibility & Impact Sourcing Manager
Nathan Ziege

Nathan Ziege

Director of Application Services

Todd Fishman

Director of Call Center Operations
Todd Fishman

Vikki Karrer

Executive Admin (WBENC Coordinator)
Vikki Karrer
GlowTouch is a certified Women’s Business Enterprise with the technological infrastructure and industry experience to deliver the experience your customers demand. Values such as agility, responsiveness, and simplicity at scale serve as guideposts in working to earn your business every day.

Certifications

Awards

Certifications

Awards

Corporate Social
Responsibility
(CSR)

Doing Good by Doing Well

Our people-first philosophy also equates to success with a positive impact on the communities where we live, work, play, and serve.
GT Foundation logo

Diversity, Equity, & Inclusion

With locations in three distinct geographical locations, diversity is not a buzzword at GlowTouch. It is part of our everyday reality and it presents unique opportunities. Learn more about how diversity helps to deliver results.

Grow your career as part of our Award-winning team

Looking for growth opportunities working with a cutting-edge company that puts people first? You’ve come to the right place.
Start your career here

Our Locations

Our footprint includes our global headquarters and contact center in Louisville, KY; offshore facilities in Mangalore, Bangalore, and Mysore India; and a nearshore presence in Santo Domingo, Dominican Republic. Each location offers unique advantages, giving clients options for a geographical setting that aligns with their business goals and their customers’ support requirements.

Client Testimonials

There is a reason why many of our clients have been with us 10-15 years and longer.

Get in touch

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Office Locations

Global Headquarters

Global Headquarters

9931 Corporate Campus
Dr, Suite 1400
Louisville KY 40223
Dominican, Republic

Dominican Republic

Calle Central
No. 100 Esquina A, Zona Franca
Tecnológica de Herrera 11113 Santo Domingo
República Dominicana

Mangalore, India

Mangalore, India

Near Kings Park Layout
Bolpugudde, Kavoor
Mangalore – 575 015
Karnataka, India

Mangalore, India

Bangalore, India

Indiqube Edge
Next to Prestige Ferns Galaxy
Outer Ring Road Bellandur
Bangalore, India 560103

Mangalore, India

Mysore, India

Silver Spirit Tech. Park,
316-318, WAP Factory Rd,
Hebbal Mysore-570016,
Karnataka India

Our Story

Our journey began in 2002 with an idea – that Putting People First would be the cornerstone for building a business that did well while doing good. This philosophy is interwoven into how we conduct business with clients, how we interact with the end-users whom clients entrust to our care, and how we manage our associates. From an enthusiastic trio at the founding, we have grown into a global enterprise with multiple locations by delivering on that commitment.
We understood the value of the ‘customer experience’ before it became a buzzword. Every interaction our contact center agents have is an opportunity to make an impression and uphold a client’s brand. Whether the issue is tech support, a product question, or a sales opportunity, we remember that on the other end of the call, chat, or email is a human being who wants an answer or a solution. That’s it. Done right, service and support are vital to customer retention. Done at an even higher level, they become revenue streams rather than cost centers.
When clients choose us as their outsourcing provider, the implicit understanding is that we will treat their customers as if they are our customers.  Because they essentially are.  When end-users reach a contact center, they don’t ask if support is done in-house or by a third-party.  In their minds, the agent represents the brand, and how that agent handles the interaction may well determine if the customer remains a customer and if the relationship is deepened.  

WBENC

As a a woman-owned enterprise with employees in three distinct global regions, diversity is part of who we are, and it presents unique opportunities within our industry. As a WBENC-Certified business, we are a potential partner for organizations who are pursuing diversity initiatives. As such, we have a similar procurement diversity strategy, which combined with impact sourcing, provides opportunities to often overlooked populations.

Our WBENC Certification validates our standing in terms of eligibility; our track record validates the professional expertise that we provide.

Louisville, KY

Our new corporate headquarters in Louisville has 12,000 square feet to help accommodate our continuing growth. The space is divided between contact center work and technology outsourcing projects.

Santo Domingo, Dominican Republic

Our first nearshore location is the Dominican Republic and a 10,000 square foot facility. The center in Santo Domingo can accommodate nearly 300 bilingual associates for service delivery in both English and Spanish. This island nation has a mature technology infrastructure and is Latin America’s fastest-growing economy, with the BPO sector among the catalysts.

Mangalore

We have two locations in Mangalore: our flagship facility that spans 82,000 square feet and houses nearly 1,500 employees. This site includes two cafeterias that operate 24/7, hotel-style rooms for visitors, and an on-site medical clinic.
The second location adds 20,000 square feet of floor space. It is set up for 150 agents initially and has room for further expansion. Both locations are served by the technological infrastructure one would expect from a world-class industry leader.

GT@Home

Service delivery has changed by necessity and RemoteAbilityTM is part of that change. The remote office or employee is becoming increasingly commonplace, and some studies show that working remotely can increase productivity and job satisfaction.

Bangalore

Bangalore is among India’s ‘smart cities,’ with a labor force that skews toward the young and the educated. This center features a multi-lingual workforce and is among the fastest-growing cosmopolitan cities in Asia.

Mysore

A 23,000 square foot center in the growing city of Mysore is our more recent offshore facility. Rich in tradition, Mysore is a favored destination for tourists, drawn by the city’s ornate palaces and heritage structures. It is also a significant education hub with a bustling IT industry that make the city a major software exporter.

CCO - Customer Experience Management

We acquire, retain, delight, and grow your customers across all channels and throughout the customer life cycle, consistently achieving a 98% CSAT. GlowTouch provides multichannel capabilities that include voice, email, chat, and social, with a successful work-from-home model and brick and mortar locations in the United States and India.

CCO - Customer Care

We manage the entire customer lifecycle, providing the right services at the right time to build user loyalty and improve results. 

Tech support

Skilled in Tiers 1-3, providing high touch engagement that delivers first-contact resolution.

Sales/Revenue Generation

Individual mileage may vary, but we increased per-contact sales for one client by 952%.

Welcome Calls

Set the tone for an enduring relationship of “wow’ experiences with a memorable first impression. 

Retention

We go beyond delivering customer satisfaction, creating customer loyalty that results in repeat business. 

Win-backs

Churn is a silent enemy; our total engagement strategy treats every interaction as the only interaction. 

Post-Sales Verifications

The initial sale is only the beginning. Third-party verifications ensure the integrity of the sale, and that both buyer and seller acted in accordance with all regulatory requirements.

Why The Details Matter

We streamline our clients’ business and back-office processes to drive greater efficiencies and performance. We assess, design, and scale processes to achieve your business goals. Our services include the handling of data entry, mining, back-office processing, and managed services.

BPO - Content Moderation

In a digital world, your reputation is critical to success; we protect the integrity of client brands while promoting engagement and satisfaction.

BPO - Document Imaging and Archiving

We merge the physical with the digital so that documents can be easily accessed and always available.

BPO - Data Entry/Mining

Accurate and scalable entry to ensure data is there when you need it; back-end intelligence for insight that drives action.

BPO - Document Indexing

Categorize and organize information while also reducing storage space to create maximum efficiency. 

BPO - Order Fulfillment & Logistics

Be sure that the right items are sent to the right recipients in a timely manner

BPO - Fraud & Security

Because malicious actors never sleep, our teams are constantly vigilant about new and emerging threats to vital data.  

Cloud Marketplace Integration

Once your new product is ready, we’ll be there with you to ensure that it works and plays well with other products and platforms. 

Mobile App Development

Do you need an app for that? In a mobile world, our designers and engineers put your products and services at the user’s fingertips. 

Software Development

Our full-stack design and development team will shepherd your project from conception to implementation and beyond.

QA & Testing

We go beyond debugging and sending error reports; our specialists find the patterns behind the bugs and fix them.

Infrastructure and NOC

Infrastructure and NOC management is a new level of outsourcing, one in which the external partner works an extension of the client’s organization.