Case Study: Leading Financial Services Company boosts customer experience and efficiency with TTEC

Leading Financial Services Company - Customer Case Study

Leading Financial Services Company partnered with TTEC to strengthen an already strong customer experience operation and avoid losing its competitive edge. As the company centralized support for 15 million customers, it needed to eliminate disconnected service processes, improve efficiency, and align its contact center with long-term business goals.

TTEC redesigned the operation into three support tiers, analyzed contact center data to shift suitable interactions to digital channels, helped move telephony to a modern Cisco platform, and built a five-year roadmap with quick-win initiatives and growth planning. The work also supported new insurance business launches, and the measurable impact included a 92%+ MSAT score, a 29% quarter-over-quarter reduction in help line calls, and conversions in one new health insurance initiative that doubled projections after two years.