Case Study: Healthcare Company achieves stronger omnichannel member support with TTEC

Healthcare Company - Customer Case Study

Healthcare Company partnered with TTEC to modernize its legacy contact center and better meet member expectations for seamless, omnichannel support. The company needed a more flexible way to handle growing call volume, improve self-service, and support interactions across mobile, social, email, and live channels.

TTEC implemented a blend of strategy, technology, customer management, and Humanify@home work-at-home support, along with training, workforce management, and analytics. The solution brought 300 at-home employees up to speed in 20 days, scaled support to 700 associates during peak season, and increased coverage from 80% to 100% of call volume within three months. TTEC also reduced average handle time from 506 seconds to 425 seconds, and more than 85% of consumers now rank themselves as promoters after an interaction.