Case Study: Largest Financial Institutions achieves 10% higher first contact resolution with TTEC

Largest Financial Institutions - Customer Case Study

TTEC worked with one of the largest financial institutions in South America to improve contact center interactions after a restructuring effort focused on reducing costs and improving service quality. The customer needed to raise first contact resolution and overall customer satisfaction while ensuring service requests were handled quickly and effectively.

TTEC implemented a contact center improvement program that included training associates on multiple lines of business, optimizing routing and processes, and improving hiring and retention through stronger employee profiles and competitive compensation. Within eight months, first contact resolution improved by 10%, call-backs decreased by 10%, and the partnership expanded with a new site and 1,300 additional full-time employees.