Case Study: Largest Financial Institutions Achieves 25% Higher Customer Experience with TTEC Sandbox Learning

Largest Financial Institutions - Customer Case Study

TTEC worked with one of the world’s largest financial institutions, a retail banking customer whose online banking team was struggling to navigate the banking portal and resolve customer issues efficiently. The result was declining customer satisfaction, and the bank needed a better way to build associate confidence and proficiency before they handled live interactions.

TTEC implemented a Sandbox Learning project, a virtual contact center paired with customized Simulated Learning scenarios based on real call recordings. By letting associates practice in a realistic environment and integrate training into the existing curriculum, TTEC helped improve preparedness and engagement; the pilot program delivered customer experience scores 25% higher than the control group.