Case Study: Global Telecommunications Firm achieves superior customer experience with TTEC

A telecom leader moved from industry laggard to leader by delivering an amazing cross-channel customer experience

Global Telecommunications Firm partnered with TTEC to transform a fragmented customer support model that had grown across numerous geographically dispersed sites. The company needed a more unified, scalable way to deliver a consistent customer experience across millions of daily interactions, while also improving service performance and operational efficiency.

TTEC consolidated support into two supersites, helped design the facilities and training processes, and continually optimized operations while adding new channels such as chat. TTEC also provided voice-of-the-customer insights, customer pain-point analysis, and support for collection and sales initiatives. The results included a 60% increase in client satisfaction, NPS rising to 50.4 from 40.5, first contact resolution improving to 82% from 77%, and collection rates exceeding 80%, helping the telecom firm move from industry laggard to leader.