Case Study: TTEC achieves high quality, CSAT, and SLA performance with eLoyalty Flex EX

TTEC achieves 90%+ quality and 85%+ voice CSAT with eLoyalty

The fintech customer TTEC needed a customer experience partner to handle intense monthly surges in payment and account inquiries, as their mobile rent payment platform faced a compressed, week-long rush at the start of each month. Their challenges included a lack of training infrastructure, systemic policy issues affecting satisfaction, and a limited tech stack. They engaged vendor eLoyalty, utilizing its Flex EX product and services like Customer Care Outsourcing and Learning & Development.

eLoyalty implemented a dynamic scheduling system and took full ownership of training and quality assurance. Their solution included real-time channel routing, detailed communications, and personalized training based on DSAT analysis. The results were impressive: the team consistently achieved over 90% quality scores, met an 85% voice CSAT target within four months, and attained 80% service level agreement performance across channels.

TTEC