Case Study: Financial Service Industry achieves improved CSAT with TTEC social learning solution

Financial Service Industry - Customer Case Study

TTEC worked with a global leader in the financial services industry that was seeing declining customer satisfaction (CSAT) scores tied to account executive interactions. The company needed a way to better leverage the knowledge of its experienced employees and improve customer care across the organization.

TTEC implemented a private online social learning and collaboration tool to share training content, daily survey results, and best practices in real time, while also adding scorecards and standardized business review documents to drive accountability and consistency. The result was improved employee engagement, better communication, reduced email/document trails, and significant gains in CSAT scores within six months.