Case Study: Leading U.S. Health and Wellness Company boosts empathy and member satisfaction with TTEC

Leading U.S. Health and Wellness Company - Customer Case Study

TTEC worked with a leading U.S. health and wellness company that wanted its contact center to do a better job supporting members on their wellness journeys. Customer feedback showed some callers felt disconnected or unsupported, and root cause analysis found offshore associates were struggling to relate to U.S. lifestyle issues and communicate empathy effectively.

To address this, TTEC enhanced associate learning and development with cultural immersion training on North American culture, the client’s business, and the language, habits, and concerns of U.S. members, using videos, hands-on knowledgebase activities, and real-play simulated calls. The changes were added to new-hire training and led to measurable gains: issue resolution rose to 88% from 80%, Net Promoter Score increased from 68 to 80, and first call resolution improved to 91% from 85%.