TTEC Announces Availability of Virtual Contact Centre Solutions Across Asia Pacific

MELBOURNE, 1 July, 2020 – TTEC Holdings, Inc. (NASDAQ: TTEC), a leading digital customer experience (CX) technology and services company focused on the design, implementation and delivery of transformative solutions for many of the world's most iconic and disruptive brands, today announced the launch of virtual contact centre solutions in the Australia, India, New Zealand and Philippines markets.

TTEC’s at-home solutions combine the quality management and security of TTEC’s brick-and-mortar contact centre operations with the speed, flexibility and the favourable cost structure of a virtual contact centre. The solutions are built on TTEC’s 12+ years of at-home contact centre experience in the U.S. and other markets globally. Clients can now deliver award-winning CX from onshore, offshore, nearshore or at-home.

As companies have implemented social distancing protocols and realised the positive effects of remote work, effective technologies and processes for an at-home workforce has become critical to everyday business. TTEC’s at-home platform, which has been developed and refined over the last 12 years, enables organisations to:

• Rapidly hire and train virtual contact centre employees in as little as 72 hours
• Ensure compliance with robust security standards
• Have a full suite of software solutions enabling agents to be more productive with gamified learning, collaboration tools and performance management

“For our Asia Pacific clients, TTEC’s work-from-home solution in India, Philippines, Australia, and New Zealand has proven to be an attractive contact centre model for nearly every industry,” says TTEC SVP of Operations Arthur Nowak. “Our at-home operations match or outperform brick-and-mortar performance in addition to offering extra benefits such as flexibility in scheduling, surge volume response, and business continuity. Some of our clients have seen it as a very cost-effective solution to maintaining or expanding onshore operations while extending employment to a much broader talent pool.”

During the COVID-19 outbreak, for example, TTEC moved a number of Australia-based clients to remote contact centre operations in record time. In addition to business continuity, clients saw other impressive results. Attendance rose by 5% for agents supporting an e-commerce client and sales achievement increased 9% for a client in the travel industry.

A Fortune 50 technology company customer stated: "My company moved to remote work and there have been zero problems with anything TTEC-related, across the board. We went from a couple of thousand people in the office to a couple of thousand people on the VPN in one day…”

ABOUT TTEC:

TTEC Holdings, Inc. (NASDAQ: TTEC) is a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world's most iconic and disruptive brands. The Company delivers outcome-based customer engagement solutions through TTEC Digital, its digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, its delivery center of excellence, that operates customer acquisition, care, fraud prevention and detection, and content moderation services. Founded in 1982, the Company's 48,700 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. To learn more about how TTEC is bringing humanity to the customer experience, visit https://www.ttec.com/asiapacific