The challenge

A global online travel platform that’s partnered with TTEC for more than a decade wanted to make its operations more efficient. The company was implementing multiple new systems and wanted to make it as easy as possible for associates find what they need when they needed it. 

TTEC already was a trusted partner of the brand, providing customer support as well as trust and safety services for the company, so we had the depth of knowledge and perspective to help the brand streamline processes that would improve service overall. 

Our solution

TTEC’s Managed Services are designed to make companies’ CX operations more efficient – whether its customer-facing aspects, back-office tasks, or technology deployment. We quickly put them to work for the brand in four areas:

• Change management: The company was in the process of migrating into multiple new systems and platforms and it was challenging for internal teams to keep up with changes. Whenever a process changed, TTEC designed the necessary workflows as well as communications that ensured employees were up to speed and ready to hit the ground running.
• Knowledge management: We used AI to identify and update outdated knowledgebase articles, and we also updated FAQs stored in the knowledgebase. This gave associates easier, faster access to the relevant and up-to-date information they needed to help customers quickly.
• Training: We helped revamp the company’s training, developing new curriculum and creating videos that supported on-demand learning and development. We simplified the structure of courses and used AI and insights to incorporate real-life scenarios.
• Quality and insights: Using an AI-powered insights tool, we helped the brand comb through data to identify patterns and cull insights about what worked during interactions and what caused problems for associates. We identified patterns related to work avoidance and began building a flagging mechanism to improve transparency.

We established a team of 30 TTEC experts devoted to providing managed services to the company. Before rolling out any new processes, workflows, trainings, or AI-powered technology, our team tested and validated each one so the brand was confident each will work smoothly once launched. 

We also implemented reporting and documentation enhancements, suggested strategic initiatives, and developed automations to improve efficiency and enhance decision making.

The results

In just six months, we delivered results that boosted associate productivity, quality, and speed. We updated 1,558 knowledge management articles. In doing so, we  reduced the amount of time it took associates to get answers to process-related questions on customer inquiries by 86% , from an average of 15 business days to two.

In addition, the company saw a 53% drop in the amount of time between associates getting assigned tasks in their project management system and completing those assignments’ tasks.

Our relationship with the company continues to grow. In addition to our roughly 3,000 customer service associates across six global locations and 30 managed services experts, TTEC will soon begin piloting AI-powered real-time voice translation to continue elevating CX at the brand.