Case Study: Retail and eCommerce Company achieves $2.5M savings and 85% FCR with TTEC Cloud Contact Center Solution

Retail and eCommerce Company - Customer Case Study

Retail and eCommerce Company, an outdoor specialty retailer, needed a more modern contact center experience to better support product questions, credit card activities, and rising call volumes. Its basic IVR and call-routing system could not keep up with customer expectations or staffing challenges, prompting the company to seek a more real-time, self-service-focused solution from TTEC.

TTEC deployed a Cisco Powered cloud contact center solution (HCS/CCaaS) across five contact centers for 450 concurrent associates, adding advanced IVR self-service, precision queueing, courtesy callbacks, CRM integration, and secure caller verification. The results included a 64% containment rate, 85% first call resolution, a 34-second reduction in average handle time, and more than $2.5 million in first-year savings, including $675,000 from handle time improvements and $987,000 from reduced shrinkage.