Case Study: Leading Technology Manufacturing Company improves customer satisfaction and cuts handle time with TTEC

Leading Technology Manufacturing Company - Customer Case Study

Leading Technology Manufacturing Company, a global technology manufacturer, needed a more consistent customer care operation across 14 vendors and 20+ locations. With thousands of daily interactions across phone, email, chat, and forums, the company was seeing rising costs and uneven service quality, making customer satisfaction and NPS a priority.

TTEC became the company’s sole EMEA care partner and launched a technical support site in Belfast, Northern Ireland, supporting customers in 17 languages. TTEC helped recruit and train staff in two months, implemented continuous coaching and QA tied to NPS, improved self-help channels, and created a detractor reduction program. As a result, the company cut average handle time by up to 25%, improved service levels, and maintained a low 2.8% absenteeism rate.