TTEC and LevelAI used Next Generation Digital Quality to analyze 100% of customer interactions for a high-end retailer. The retailer faced limited customer insight, only reviewing 1% of interactions ...and missing key feedback. TTEC implemented AI-powered tools to uncover trends and root causes, then recommended process improvements like self-service order tracking and automated alerts. The solution led to $489,000 in potential annualized savings, a 60% reduction in time spent finding coaching opportunities, and higher associate empathy and apology scores.
TTEC helped DailyPay launch its On-Demand Pay platform with fast, multilingual customer support. TTEC hired and trained 200 associates in three languages for voice, email, and chat. The team worked 2...4/7 from Cairo, Egypt, to answer product and account questions. DailyPay saw CSAT rates over 79%, beating their 76% goal. TTEC increased headcount by 33% in 60 days to support rapid growth.
TTEC helped a financial services innovator improve customer support for its paycheck management platform. The client needed fast, multilingual, omnichannel support to boost customer satisfaction and ...adoption. TTEC hired and trained 200 associates to handle voice, email, and chat in three languages. The team achieved over 79% CSAT, beating the 76% goal. Headcount grew by 33% in 60 days, supporting rapid growth and a strong customer experience.
TTEC improved a global brand's collections process using its mobile app and messaging platform. The challenge was weak processes and poor customer experience, leading to lost collections and high cos...ts. TTEC added proactive IVR, in-app notifications, and a calendar for payment extensions. Messaging use rose by 72% in one year. Voice calls dropped by 17% in four months. The client saved $81,000 in four months.
TTEC used a phased, custom training program to help a benefits company improve contact center performance. The company faced complex onboarding and high attrition due to overwhelming training demands.... TTEC launched a three-month adaptive onboarding model, with dedicated teams and regular reviews. Member satisfaction exceeded 80%, quality scores stayed above 90%, and first call resolution beat the 80% target. The new training model reduced stress for staff and improved results without extra costs.
Entertainment Case Studies and Success Stories with TTEC
CASE STUDY Cirque du Soleil
TTEC helped Cirque du Soleil move its contact center team to a work-at-home model during the COVID-19 pandemic. The shift kept customer service strong while live shows were shut down. TTEC provided j...ob aids, engagement activities, and monthly video calls to keep the team connected. The transition was fast, moving 65 FTEs to remote work in one week. Results included over 90% quality scores, beating the 85% target, and a 42-point increase in eNPS.
Health, Wellness and Fitness Case Studies and Success Stories with TTEC
CASE STUDY A major regional health plan
TTEC implemented an email automation widget for a major regional health plan. The challenge was slow, error-prone email processes that hurt sales and efficiency. TTEC's solution provided standardized... email templates and a knowledgebase widget. This cut average handle time by 10.4%, saving $26,000 in three months. Associates handled 34.5% more calls, and 86% felt very confident using the new system.
CASE STUDY A subscription service company that sells health supplements for women
TTEC and Flip helped a subscription service company for women's health supplements improve customer service. The company struggled with scaling its contact center and making self-service easy for cus...tomers. TTEC provided AI-powered voice solutions and skilled associates for support. 23% of calls were automated and 87% used Flip's IVR technology. The company achieved a 90% quality assurance score, 97% CSAT, and a 29% cancel/save rate.
Insurance Case Studies and Success Stories with TTEC
CASE STUDY A regional Blue Cross Blue Shield health insurer
TTEC helped a regional Blue Cross Blue Shield health insurer improve sales during Medicare open enrollment. The insurer needed to grow new members and renewals while reducing broker reliance due to n...ew regulations. TTEC changed its pricing to a performance-based model and hired expert sales staff. They used AI-enhanced training and TTEC’s Associate Assist tool for real-time support. The program doubled sales volume, increased conversions by 73%, and grew new applications by 166%.
TTEC's RealSkill AI learning solution helped a major healthcare payer train and certify new telesales associates. The solution used simulated conversations to prepare new hires for member interaction...s about prescription drug and Medicare Advantage plans. Trainers could focus on high-value coaching instead of mock calls. The project saved $210,000, redeployed 17 trainers, and achieved a 7-week ramp-up. The approach ensured compliance and quality targets were met.
TTEC used its @Home solution to help a full-service benefits administrator cut average wait times by 97% during open enrollment. The company faced long wait times over 60 minutes and high abandonment... rates as its customer base grew. TTEC quickly recruited and trained 13 remote associates in three weeks to support inbound calls. The solution doubled inbound call capacity and reduced average handle time by 60%. The client saw fast, positive results and improved customer experience.
CASE STUDY A long-standing provider of auto, home and farm insurance in the midwestern U.S.
TTEC Digital helped a midwestern insurance provider modernize its customer experience. The company wanted to lead in omnichannel digital engagement while keeping personal service. TTEC Digital ran CX... visioning workshops, customer research, and co-creation sessions. They delivered service blueprints, a technology roadmap, and experience prototypes. The provider expects a 25-40% reduction in development time, 15-20% lower call volume, and 8-13% shorter average handle time.
Banking Case Studies and Success Stories with TTEC
CASE STUDY A leading U.S. bank
TTEC used quality assurance tools to help a leading U.S. bank. The bank had poor back-office operations and no clear quality process. TTEC added a Quality Monitoring System and Variance Tracking Tool.... They improved support for share sales, transfers, and tax documents. Productivity doubled. Operating costs dropped by 30% to 50%. All service levels were met or exceeded.
TTEC built a dedicated fraud prevention team for a major U.S. bank. The bank faced rising fraud, high investigation costs, and strict rules against automation. TTEC trained 589 associates in 3 months... to manually review and flag suspicious activity. The team achieved 104% regulatory compliance and kept attrition at just 3%. TTEC became an extension of the bank’s brand, helping reduce fraud and protect reputation.
LivePerson's Conversational AI helped a major bank handle high call volumes during the COVID-19 pandemic. TTEC deployed the solution in three weeks, updating the IVR to offer messaging as a faster su...pport option. Customers could send questions by text and resume conversations anytime. Associates managed four messaging sessions at once, making them 400% faster than before. 20% of calls were deflected to messaging immediately, rising to 30% in a month. Customer satisfaction with messaging reached over 95%, up from the previous 40%.
LivePerson’s Conversational AI helped a major U.S. bank handle high call volumes during the COVID-19 pandemic. The bank used messaging to deflect 20% of inbound calls right away, with the rate rising... to 30% in one month. Agents managed four messaging sessions at once, boosting productivity. Customer satisfaction for messaging users reached 95%, up from the low 40s. The solution launched in just three weeks and let customers get faster support.
Government Administration Case Studies and Success Stories with TTEC
CASE STUDY Public Sector and Government
TTEC's Rapid Readiness Team helped the public sector and government respond to disasters like hurricanes and wildfires. The challenge was unpredictable severe weather causing major damage and urgent ...need for citizen support. TTEC provided trained associates, technology, and 24/7 surge support to help victims apply for aid and access resources. The team mobilized in 4 hours, reached 95% service level, and achieved system readiness in 3 days. Citizens received fast, compassionate help during crisis events.
Consumer Goods Case Studies and Success Stories with TTEC
CASE STUDY An industry-leading provider of wireless voice and data services
TTEC helped a top wireless voice and data provider grow in the SMB market. TTEC designed and managed a multichannel sales and digital marketing solution. The program used customer analytics and targe...ted email campaigns. The client saw a 45% increase in new service lines and $1.5 billion in annual sales revenue. Phone and device upgrades rose 91%. Fifty-eight percent of contacts closed in one call.
Telecommunications Case Studies and Success Stories with TTEC
CASE STUDY A global telecommunications company
TTEC used its RevGen sales playbook and analytics to help a global telecommunications company convert abandoned cart leads. The company lacked resources to follow up on these leads. TTEC set up a tea...m of 15 sales associates in the Philippines and used targeted outbound campaigns. They worked 164,000 leads, achieved a 20% connection rate, and closed 1,359 new sales in four months. Data-driven outreach and optimized phone sequences improved results quickly.
TTEC used its service to sales process to help a global telecommunications company turn its contact center into a profit center. The company wanted to boost sales through care channels but could not ...take associates off the phones for training. TTEC delivered short, digital training and coaching sprints using SalesPATH. In six months, gross phone adds rose by 280% and care channels produced over 18,000 extra sales each month. After phase two, sales increased by another 42% in six months.
TTEC used its revamped training curriculum and top offshore talent to support GE Healthcare's contact center operations. The challenge was to handle urgent, complex support calls from healthcare prov...iders needing fast, accurate help. TTEC created digital notepads, improved training, and launched an incentive program. Error rates dropped to just 0.03%, far better than the 0.25% goal. Quality scores reached 93%, and the team achieved 102% of the average handle time target.
CASE STUDY An extensive integrated health system with multiple hospitals, nursing colleges, digital health and more
TTEC Digital unified agent systems for a large healthcare system. The client faced knowledge management and data access issues across hospitals and digital health units. TTEC Digital integrated elect...ronic health records, CRM, and workforce management into one platform. A CX-led workshop and value analysis accelerated the project. The client expects $18.7M net benefits over 5 years, 349% ROI, and time savings of 20-45 seconds per call note and 60-90 seconds per appointment scheduled.
Automotive Case Studies and Success Stories with TTEC
CASE STUDY a major automaker
LevelAI’s AI-enhanced quality and insights tool helped a major automaker improve associate coaching. The tool analyzed 100% of customer interactions, giving a clear view of call center performance. T...TEC quality experts used the data to identify top behaviors and improve training. Coaching became 53% faster. The transfer rate increased by 10%. The company saw $3.2 million in potential new sales revenue in just 3 weeks.
Other Industry Case Studies and Success Stories with TTEC
CASE STUDY Blue Cross and Blue Shield of Minnesota
TTEC implemented an email template generator widget for Blue Cross and Blue Shield of Minnesota. The solution standardized email processes and improved accuracy for telesales associates. Average hand...le time dropped by 10.4%, saving $2.33 per call and $26,000 in three months. Associates handled 34.5% more calls, and 86% felt very confident using the new system. The number of associates needed decreased, while call volume increased from 9,000 to 11,000.
TTEC Digital used its AI/ML-enabled solution for a leading food delivery service. The company faced problems with complex call routing and high call volume. TTEC Digital built a generative AI self-se...rvice system for their call center. In 90 days, 20,000 agents in 3 countries moved to the new system. The company saw a 20% drop in agent-assisted calls, $1M saved each month, and a 15% boost in CSAT.
TTEC Intelligent Fraud Automation helped an e-commerce marketplace cut manual fraud investigations by 66%. The solution improved fraud filter accuracy by 800%. TTEC used machine learning and AI to re...duce false positives and save 1,079 hours each month. The company saved $3.5 million over three years. The platform now delivers a better experience for both shoppers and sellers.
TTEC improved a global airline's knowledgebase. The old system was slow and full of outdated documents. TTEC worked with the airline to review and archive 2,980 old documents. This made it easier for... associates to find what they needed. Search time dropped by 42%. Average handle time went down by one minute. The airline saved over $2 per call. Knowledgebase use grew by 13%.
TTEC and Flip delivered an AI voice automation solution for a telehealth company. The company wanted to lower incident rates and cut contact costs while keeping all support in the U.S. The solution a...utomated 33% of top voice contact intents using an Alexa-like experience. The pilot achieved a 3.12 CSAT out of 5 and a 34% automation rate. Cost per contact dropped by 50% and customer re-contacts fell by 35%.
TTEC Perform, an AI-powered people empowerment platform, helped a major healthcare payer improve contact center coaching. The platform gave team leads data-driven insights and personalized coaching p...lans. Coaching effectiveness increased by 94% in three months. First call resolution improved by 20%, with 91% of issues resolved in 48 hours. Compliance accuracy rose from 93% to 100%. Advocates and team leads embraced the tool, leading to better performance and higher NPS.
