Case Study: Retail and eCommerce Company improves customer experience and reduces costs with TTEC

Retail and eCommerce Company - Customer Case Study

TTEC helped a retail and eCommerce company modernize a sprawling customer service operation that had fallen behind customer expectations. The department store chain was handling 250 million calls a year across 850 locations and eight contact centers, but outdated, fragmented systems made it difficult to route calls effectively, report on performance, and keep pace with changing retail needs.

TTEC implemented an integrated communications infrastructure built around Cisco telephony, intelligent routing, redundant data systems, and a custom IVR. The solution increased call handling by 15% and added 37 million more calls answered each year, reduced average handle time by about 20 seconds per call, cut operating costs by $700,000 annually, and improved visibility into customer service through real-time reporting dashboards.