Challenge

Customer support operations at a leading financial services firm had quietly stagnated. Outdated scripts and legacy protocols created unnecessary complexity, driving up handle times and eroding satisfaction. New hires were unknowingly following obsolete practices, compounding inefficiencies.

With most calls tied to grievances — delayed wires, blocked transfers, refund delays — customer delight seemed unattainable. CSAT tracking was deprioritized, and weak scores were tolerated as business as usual.

The bilingual (Spanish, English) TTEC team in Barranquilla, Colombia, saw an opportunity to improve the customer experience.

Our solution

TTEC uncovered the root cause: Operational friction. We partnered with the client to simplify workflows, eliminate redundant tasks, and modernize processes for speed and clarity.

We removed low-value tasks like excessive case note-taking that slowed resolution. Emphasizing empathy at the outset of every interaction enabled associates to turn their focus swiftly to problem-solving. We unified voice and chat support to break down silos and boost productivity. The introduction of AI-enhanced solutions, such as TTEC Clarity’s noise cancellation, improved audio fidelity for clearer conversations. A light revamp on training encompassed all of these changes and ensured all training and resource material was up to date.

Results

CX scores surged 17% in six months and average handle time dropped 36%, from nearly 7 minutes to 4.5 minutes.

Empathy and compliance hit 98%, sustained for seven consecutive months. The workforce was optimized from 180 FTEs to 125, delivering cost efficiency without sacrificing quality.

CSAT tracking resumed and exceeded targets monthly, earning TTEC the #1 ranking among 20 global partners.