Case Study: Largest Commercial Pest Control Company boosts call handling and revenue with TTEC's UCCE and CVP solution

Largest Commercial Pest Control Company - Customer Case Study

TTEC helped the Largest Commercial Pest Control Company address a fragmented and overloaded phone environment across 300 branches, including newly acquired locations with different systems. The customer needed a better way to handle missed calls during busy periods, improve customer experience, and add quality assurance, workforce management, call recording, and analytics capabilities.

TTEC implemented UCCE in the cloud for core contact centers and CVP call treatment at branch locations, creating a call-routing model that prioritized local branches, then regional branches, and finally the contact center if needed. The solution was deployed first in the acquired business and then rolled out across 300 branches, reducing the need for 10 call centers to 3, revealing that lost calls were much higher than expected, and helping the company keep all branches open while improving staffing efficiency and customer service.