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
RESULTS
4 | Expert support and proactive solutions drive CX growth
ttec.com | 5
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