Our number one priority:

The health and safety of our employees, clients and community

Our commitment is to ensure customer service operations run smoothly with resilience plans and proven solutions, especially in times of health concerns and the spread of the novel coronavirus (COVID-19).


Business continuity is achievable with TTEC's proven CX solutions

You don't need a brick-and-mortar site to deliver a great customer experience. Our Business Continuity Planning and Resiliency Solutions are ready to switch on at a moment's notice to keep your operations running smoothly with secure work from home, automated, messaging and cloud-based solutions.

  • AddNOW
  • MessageNOW
  • AutomateNOW
  • ManageNOW
  • TrainNOW
  • SecureNOW


Broaden client support by adding readily available work from home associates to your contact center operations

Diversify channels and geographies by adding remote associates to ensure continuity of coverage. Tap into a virtual workforce and choose from a broader pool of available employees with the right skills. And with Employee NPS 50% higher, our virtual contact centre associates are more engaged and deliver exceptional CX. Our flexible work from home model also enables rapid scale to support growth or to meet changing demands.

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Relieve capacity and optimise interactions by rapidly deploying new channel capabilities of Web Messaging

Our message and chat-based service allows customers to get support anytime, anywhere on any device. Broaden your reach across a variety of touch points, including mobile apps, SMS, web, social and voice giving customers their choice of channels. Messaging can be deployed with minimal IT support and can be configured and implemented quickly, expanding the number of customer conversations an associate can concurrently handle.

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Drive service costs and call volumes down by empowering customer self-service and by augmenting the associate experience

Increase workforce productivity by automating customer interactions using IVA's (intelligent virtual assistants) and business processes using RDA (robotic desktop automation) and RPA (robotic process automation).

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TTEC-delivered IT infrastructure, design, implementation and ongoing managed services

Provides technology services for both your captive and outsourced associates to continue operating your program from their home. Ensure your customers have a cohesive experience and route their enquiries anywhere. Provision new associates in seconds and scale up or down your ports immediately based on current demands.



Training support to create a virtual workforce, fast

Increase speed-to-proficiency and quickly ramp-up a remote workforce with our TrainNOW suite of asynchronous, virtual content. Our certified managed learning platform delivers bite-sized, gamified training modules to tailor the learning experience for each employee and skill level. TrainNOW is deployed within 2 weeks and includes learning assessment, learning support, and asynchronous virtual learning content for management and associates.

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A decade of know how in managing technology for at-home work forces, our technology is simple, scalable, and secure

Turn your brick and mortar employees into a virtual workforce with confidence. SecureNow provides a turn-key security solution utilizing agent owned PC (SSD) or TTEC managed hardware for remote home-based contact center workers. Track results, maintain engagement, and deliver a valued customer experience.


For over a decade, our remote associates model has helped clients ramp up quickly in times of need, while also creating better customer experiences


48 hours

Remote associates across our network trained and ready to take customer interactions


Reduction in call handle time when utilising our work from home contact centre associate model


More concurrent associate sessions handled utilising our messaging solutions


IVR deflection to self-resolution by utilising our messaging and chat-based services

Learn more about our Businesss Continuity Planning services


Resilience principles

Minimise disruption.
Stabilise operations.


Developed protocols, communication strategies, and business continuity plans that can be implemented at a moment's notice.


Enable our agile delivery model to quickly shift work from one site to another with minimal interruption via alternate site operations, program re-routing and work from home remote work options.



Coordinate operations in our customer engagement centres onshore and around the world to operate in the most effective geographies.


Implement technology such as cloud, automation and remote VPN to maintain operations and systems remotely rather than on-premise if needed.



Be flexible in people, process and technology to pivot decision-making and operations quickly if unforeseen circumstances occur.


Gather the right experts across IT, operations, communications, finance, human capital and other departments to work together to find solutions and overcome challenges.



Align people and functions across the business in a decentralised, nimble network that optimise resources and reduces any information sharing delay.


Ramp up quickly with our flexible, seamless, and scalable remote contact centre solutions

Our resilience principles are focused on minimised disruption and stabilised operations and our solutions are ready to switch on at a moment's notice. We recommend organisations shift a minimum of 25% of their contact centre workforce to an at-home environment.

Request a business continuity planning virtual meeting


Additional Information

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