Case Study: Large U.S. Bank achieves 75% less fraud with TTEC

Large U.S. Bank - Customer Case Study

TTEC helped a large U.S. Bank improve external fraud prevention and the quality of fund transfers between accounts in the U.S. and Mexico. The bank faced longer handle times, lower customer service scores, and fraud risk because U.S.-based associates lacked the Spanish language skills and system training needed to support customers effectively.

TTEC addressed these challenges with specialized systems training, workforce management strategies, and Spanish-speaking associates based in Guadalajara, Mexico. The team also added extra verification steps, analyzed account activity for unusual transactions, increased associate-level reporting, and restricted transaction access without the customer on the line. The result was a 75% drop in fraud instances, from 200 per month to 50, along with a 60-second handle time difference compared with internal bank associates.