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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
 
 

AddNOW

Broaden client support by adding readily available at-home associates to your contact centre operations

Diversify channels and geographies by adding at-home 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 at-home model also enables rapid scale to support growth or to meet changing demands.

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MessageNOW

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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AutomateNOW

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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ManageNOW

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 inquiries anywhere. Provision new associates in seconds and scale up or down your ports immediately based on current demands.

 

TrainNOW

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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SecureNOW

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 at-home model has helped clients ramp up quickly in times of need, while also creating better customer experiences

 

48 hours

At-home associates across our network trained and ready to take customer interactions

16%

Reduction in call handle time when utilising our at-home contact centre associate model
 

4x

More concurrent associate sessions handled utilising our messaging solutions

30%

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.

Preparedness

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

Redundancy

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 at-home remote work options.

 

Diversity

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

Modularity

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

 

Adaptability

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

Competence

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

 

Connectedness

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

 
 
 

Stay up-to-date with our resilience plans

We are prepared to assist through times of uncertainty should the need arise and we will follow-up soon to ensure everyone in our community is supported.