Glowtouch | 20th Anniversary

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
95% Monthly Employee Retention Rate

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

Uncommon Approach
A partnership business model
Putting People First
Uncommon Commitment
An Uncommon Culture
Creating Uncommon Experiences
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What We Do

GlowTouch is a technology-driven company, and we have guided numerous clients through the digital transformation, helping them better connect with customers to improve retention and enhance brand stickiness. Our agents become experts on your business, focusing on first contact issue resolution to build user loyalty and trust. This generates new sales that turn customer care into a revenue center.
Along with customer service expertise, we have a depth of technical experience and talent that ranges from engineers to software developers who can work in conjunction with in-house IT teams or an extension of your organization.

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 Three 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

Tammy Weinstein

Senior Vice President of Marketing & Analyst Relations

Tammy Weinstein
Paul Kuamoo

Paul Kuamoo

Senior Vice President of Continuous Improvement

Jarred Cook

Senior Vice President of Finance

Prakash Devadiga

Director of Accounting

Yogish Pai

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

Gopalakrishna (G.K.) Shetty

Director of Finance
Scott Johnson

Scott Johnson

Vice President of Client Services

Rick Quinones

General Manager of Global Operations
Rick Quinones

Keshia Swan

Corporate Social Responsibility & Impact Sourcing Manager
KeshiaSwan
Nathan Ziege

Nathan Ziege

Director of Application Services
Todd Fishman

Todd Fishman

Director of Call Center Operations

Vikki Karrer

Executive Admin (WBENC Coordinator)
Vikki Karrer
GlowTouch is certified as an NMSDC Minority Business Enterprise (MBE) and a WBENC Women’s Business Enterprise (WBE) 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.

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.

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
Global Headquarters

San Antonio,
Texas

11103 West Ave
Suite 2101,
San Antonio TX 78213
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 – 560103
Karnataka, India

Mangalore, India

Mysore, India

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

Pasig City, Philippines

28th Floor
Cyberscape Gamma,
Topaz and Ruby Road,
San Antonio,
Pasig City 1600, Philippines

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.

San Antonio, Texas

One of the nation’s fastest-growing metros, San Antonio is home to an experienced, bilingual agent pool and a growing BPO industry. In a city famous for “remember the Alamo,” our agents deliver memorable customer service.

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 600 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.

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 newest location in India. 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.

Philippines

Our 28th floor perch over Pasig City district of Manila has initial space for 250-300 associates. The Philippines is a major BPO hub that is poised for continued growth. We draw from a tech-savvy, educated, and English-proficient workforce that is culturally aligned with the West.

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.

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.