Case Study: Multi-National Communications Providing Company cuts handle time and boosts customer satisfaction with TTEC Simulated Learning

Multi-National Communications Providing Company - Customer Case Study

TTEC worked with Multi-National Communications Providing Company, a multinational communications provider looking for a better way to prepare its associates to serve high-value “triple play” customers across voice, data, and television services. The company’s newly hired agents were underperforming across key service metrics, including customer satisfaction, case re-open rates, and average call handling time.

TTEC responded by bringing in its Learning Innovation group to redesign onboarding with a customized Simulated Learning program, targeted training, and performance scorecards. The solution let agents practice in a realistic test environment before taking live calls, and it delivered strong measurable gains: average handle time dropped from 21.76 minutes to 15.47 minutes, re-opened cases fell to just under 24%, and customer satisfaction increased by more than 36%.