It takes an extraordinary amount of energy, resources — and heart — to bring a new product to market. Our client, a financial services innovator, did all the right things when it launched a platform for paycheck management that employees love — a benefit they expect their employers to offer. But something was missing from an operational and experiential standpoint.

The challenge

The client sought robust, omnichannel customer support services in multiple languages. There was a need to scale support operations swiftly and better align team lead responsibilities to achieve a more seamless experience and efficiencies, too.

When customers, already familiar with everyday digital transactions, stretch beyond their comfort zone to try a new digital service — something involving their finances — the experience must be excellent. When customer questions arise, resolution must be swift to build trust and continued use of the service.

A seamless customer experience was essential to drive satisfaction, adoption, and loyalty.

Our solution

TTEC rapidly recruited, hired, trained, and onboarded high-caliber team leads and 200 full-time equivalent (FTEs) associates to handle customer inquiries in three languages (English, Spanish, and French) across three channels: voice, email, and chat.

Our Cairo, Egypt-based team assisted customers 24/7 with general product questions, account maintenance issues, debit card products, and other services.

Our speedy ramp-up included strategic frontloading of trainers to accelerate speed to proficiency and realignment of responsibilities. Our comprehensive trainer certification programs were continuously refined, guided by our own continual observation and monitoring plus feedback from our client.

The results

Average customer satisfaction (CSAT) rates exceeded 79%, surpassing the client goal of 76% CSAT. Our team put quality assurance (QA) on a positive trajectory, achieving a 79% score.

The need to ramp up the workforce quickly was essential so we expanded the headcount by 33% in just 60 days.

This rapid and scalable solution ensured our client’s service offering was supported by a robust CX strategy, helping the company maintain a competitive edge.