Case Study: Retail and eCommerce Company reduces staffing needs by 12% with TTEC humanify@home

Retail and eCommerce Company - Customer Case Study

Retail and eCommerce Company partnered with TTEC as customer contact volumes fluctuated sharply, especially during holiday peaks that could run 200–300% above off-peak months. They needed a more scalable approach that would reduce staffing costs while maintaining a strong customer experience across channels, using TTEC’s humanify@home solution.

TTEC implemented a customized virtual workforce through humanify@home and its Hirepoint™ recruiting portal, hiring over 1,000 qualified associates in less than two months and reducing initial training to six days. The result was a 12% reduction in staffing needs, full achievement of contractual performance goals by the fourth week, and the ability to bring in an additional 2,000 seasonal associates during peak periods.