Case Study: Financial Services Industry achieves improved CSAT in six months with TTEC social learning

Financial Services Industry - Customer Case Study

TTEC worked with a global leader in the Financial Services Industry that was seeing declining CSAT scores from customer surveys tied to account executive performance. The customer wanted to improve customer care and increase competitive differentiation, but lacked an effective way to share the strong knowledge and best practices already present across its tenured workforce.

TTEC implemented a private online social learning and collaboration tool to centralize program-specific training, share daily survey results, and promote real-time knowledge exchange across global locations. The solution also added scorecards and standardized business review documents, improving accountability and visibility. Within six months, the client saw significant gains in CSAT, while employee engagement, communication, efficiency, and best-practice sharing all improved.