Proactive operational improvements increase efficiency and save €4.5M annually
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 optimised 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.
and multiple contact centres supporting various channels.
TTEC proactively used data analysis, one-on-one interviews, and workshops with various stakeholders to identify
€4.5M in annual savings identified
30+ cost-saving, CX- enhancing solutions
40% efficiency gains projected
RESULTS
4 | Expert support and proactive solutions drive CX growth
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