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.
Broaden client support by adding readily available work from home associates to your contact center operations
Broaden client support by adding readily available work
from home associates to your contact centre operations
Diversify channels and geographies by adding remote associates to ensure continuityof 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.
Relieve capacity and optimise interactions by rapidly deploying new channel capabilities of Web Messaging
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, anywhereon 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.
Drive service costs and call volumes down by empowering customer self-service and by augmenting the associate experience
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 usingIVA's (intelligent virtual assistants) and business processes using RDA (robotic desktop automation) and RPA (robotic process automation).
TTEC-delivered IT infrastructure, design, implementation and ongoing managed services
TTEC-delivered IT infrastructure, design,
implementation, and ongoing managed services
Provides technology services for both your captive and outsourced associates tocontinue 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
Training support to create
a virtual workforce, fast
Increase speed-to-proficiency and quickly ramp-up a remote workforce with our TrainNOWsuite 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.
A decade of know how in managing technology for at-home work forces, our technology is simple, scalable, and secure
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 upquickly in times of need, while also creating better customer experiences
Remote associates across ournetwork trained and ready to take customer interactions
Reduction in call handle timewhen utilising our work from home contact centre associate model
More concurrent associatesessions handled utilising our messaging solutions
IVR deflection to self-resolutionby utilising our messaging and chat-based services
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.
Stories of Resiliency
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.