Expert support and proactive solutions drive CX growth

TTEC helps strike the right balance of expert support, proactive solutions, and workforce improvements

TECHNOLOGY CLIENT STORY

TTEC’s strategy, people, and tools boost efficiency and lower costs

Overview

Working with too many outsourcing partners can overcomplicate a customer experience (CX) operation, frustrating customers and associates alike. One of the world’s largest manufacturers of computer peripherals, software, and video conferencing equipment learned this the hard way when it spread itself too thin. The brand wanted to simplify things by working with a single CX outsourcing partner that could consolidate operations and increase transparency. It chose to work with TTEC. The company first brought us on board to provide Tier 1 and Tier 2 tech support, and our partnership deepened from there. Throughout a 15-year partnership, we’ve stayed by the company’s side, continually working to improve CX and employee experience – even as the brand continues to expand and grow. We’re evolving together.

Here are 3 ways we helped the company as our partnership grew.

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Proactive operational improvements increase efficiency and save $4.9M annually

Expert customer care strategy benefits customers and associates alike

The company wanted to find operational savings but had a hard time determining which cost-reduction measures could be implemented without sacrificing experiences for its digital-first customers and workforce. There was much to explore in the company’s quest to diagnose friction points and find cost savings: a vast and complicated operating environment, an extensive tech stack, numerous partners, a unique delivery strategy,

operational strengths and opportunities and help define what an optimized operating model looked like. We dove deeply into interaction recordings, messaging, emails, handling processes, NPS scores, and new-hire survey results among other data. We also examined how effectively the company used technology tools. With those insights, our operational consulting team reached across a broad set of internal subject matter experts to recommend and implement changes – including the use of generative AI and conversational AI solutions to help associates access the information they needed to help customers faster.

The company came to TTEC when it needed to improve its tech support service levels globally and wanted expert associates who could help customers navigate the latest technology in multiple languages. It worked with 14 different customer care vendors, which wasn’t a sustainable approach. The company came to TTEC for help creating consistency across its customer care operations, streamlining, and reducing customer care costs. We built a global team of 350 skilled associates, based in six countries, who provided support in 21 languages to serve customers in the United States, Europe, the Middle East, Africa, and the Asian Pacific regions.

To ensure our associates had extensive knowledge of the company’s products, they trained in labs where they could try products first-hand. We also launched new, specialized training courses and held daily quality assurance sessions so we could create knowledge-based tools that better prepared associates to handle inquiries. including: a redesigned shift structure that focused half of associates’ time on live interactions and the other half on hands-on training, a QA focus on Net Promoter Score (NPS) to keep CX at the forefront, and adding more robust real-time analytics. We also recommended and implemented operational changes,

and multiple contact centers supporting various channels.

TTEC proactively used data analysis, one-on-one interviews, and workshops with various stakeholders to identify

$4.9M in annual savings identified

30+ cost-saving, CX- enhancing solutions

40% efficiency gains projected

56% rise in first call resolution

25% decrease in attrition

17% increase in NPS

RESULTS

4 | Expert support and proactive solutions drive CX growth

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Focused on improving CX,

now and in the future

In a fast-changing industry like high-tech, the company’s needs are constantly evolving, and TTEC is ready to meet new challenges and opportunities as they arise. We know communication and transparency are keys to a strong partnership, so we are in constant communication with the company as we work together to keep elevating CX. We also closely monitor the brand’s customer journey and associate experience so we can proactively identify where and why friction points occur and quickly implement solutions to remove them. The insights we’ve gained through our longstanding relationship – combined with our expertise in the tech industry, CX, and employee experience – makes TTEC well-positioned to help the brand meet its current goals and prepare for what’s ahead.

Optimized blend of tech support and CX enables better, faster resolutions

Another tech support-related issue arose when associates took too long to resolve customer inquiries, frustrating customers and associates alike. Since TTEC had a long-standing partnership with the brand across the business, we were well-positioned to take a holistic view, identify roadblocks and implement solutions. We provided 340 tech support associates who were based in five countries: the United States, Canada, the Philippines, Mexico, and Bulgaria. TTEC associates fielded several types of tech support inquiries for the company, including software

troubleshooting, hardware and device troubleshooting, help desk support, app and web troubleshooting, and warranty and recall assistance. Our associates were trained to not only provide great technical help, but also to treat customers with empathy – which is important, since many customers who contact tech support are frustrated from the outset. Their combination of technical knowledge and CX expertise enabled them to resolve inquiries faster.

90% CSAT

85%+ first call resolution rate

50+ NPS, exceeding expectations

RESULTS

6 | Expert support and proactive solutions drive CX growth

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TTEC Holdings, Inc. (NASDAQ: TTEC) is one of the largest, global CX (customer experience) technology and services innovators for end-to-end, digital CX solutions. The Company delivers leading CX technology and operational CX orchestration at scale through its proprietary cloud-based CXaaS (Customer Experience as a Service) platform. Serving iconic and disruptive brands, TTEC’s outcome-based solutions span the entire enterprise, touch every virtual interaction channel, and improve each step of the customer journey. Leveraging next gen digital and cognitive technology, the Company’s Digital business designs, builds, and operates omnichannel contact center technology, conversational messaging, CRM, automation (AI / ML and RPA), and analytics solutions. The Company’s Engage business delivers digital customer engagement, customer acquisition & growth, content moderation, fraud prevention, and data annotation solutions. Founded in 1982, the Company’s singular obsession with CX excellence has earned it leading client NPS scores across the globe. The Company’s nearly 65,000 employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results. To learn more visit us at ttec.com . About TTEC

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