Case Study: Financial Institutions achieve 30% greater operating efficiency with TTEC humanify@home

Financial Institutions - Customer Case Study

TTEC helped Financial Institutions address a major seasonal surge in inbound support volumes, which rose by as much as 200% between October and February. The customer was relying on outdated staffing models and scheduling methods that made it difficult to scale cost-effectively and maintain service quality during peak demand.

TTEC implemented its humanify@home solution, using a flexible virtual staffing model to recruit, train, and deploy 230 part-time associates within three months. The result was a 30% improvement in operating efficiency, a 90% in-chair occupancy rate versus the client’s 70% historical average, a two-week reduction in time-to-proficiency, and customer satisfaction scores 110% above contractual requirements.