Case Study: Leading Automotive Company achieves faster training and improved efficiency with TTEC

Leading Automotive Company - Customer Case Study

Leading Automotive Company partnered with TTEC to improve customer experience and streamline contact center operations. The automaker wanted associates to deliver more accurate, efficient support while maintaining strong first-call resolution, but some agents struggled to quickly find the right information in the knowledgebase.

TTEC used speech analytics, luxury-brand concierge training, and updated learning programs to identify knowledge gaps, improve search behaviors, and strengthen associate expertise. The results included 49 new knowledgebase documents, 90 updates, a 40% reduction in misplaced documents, a 30-second drop in average handle time, an 83% quality assurance score at its peak, and one week less training time when staffing had to be scaled quickly.