Case Study: Leading Fortune 500 Financial Service Company achieves $3 Million in Savings with TTEC Contact Center Optimization

Leading Fortune 500 Financial Service Company - Customer Case Study

Leading Fortune 500 Financial Service Company partnered with TTEC to improve contact center performance and reduce costs. The company was struggling to maintain its target abandonment rate of less than 5% while supporting a high call volume and inconsistent forecasting and scheduling.

TTEC implemented a multi-phased contact center optimization approach, including process improvements and its Workforce Management (WFM) system, to better forecast demand and align staffing. TTEC’s solution reduced agent lead-time for quality feedback from 8 days to 24 hours, cut overtime costs by $1.8 million annually, lowered staffing expense by $1.3 million, and reduced the number of schedules used by 82%.