A fast-growing financial services organisation had a lot going on: New product introductions in the pipeline, fourfold growth in customer base, expanded reach into more EMEA regions. Our client needed a nimble partner to grow along with them and deliver on ever-changing, sometimes unforeseen, new business requirements.

The challenge

Having adopted a new business strategy with a focus on cost containment, this startup chose to transition to 100% outsourced customer support. The current workforce of English and German-speaking associates would not be sufficient to achieve its ambitious growth objectives. A well-trained, skilled team were needed to support more languages and new channels to meet strategic goals.

Our solution

Favouring a partnership relationship over a transactional one, our client confided in TTEC their long- and short-term vision along with projections for growth. We collaborated to map a plan to quickly source, train, and put into production an onshore contact centre team in Bulgaria. Our award-winning team consistently met and exceeded performance goals supporting German and English-speaking customers across several lines of business.

Initially, enquiries were handled exclusively through a mobile app, ticket-based system, with specialised TTEC teams dedicated to specific types of customer intents. Our hybrid workforce, based both in the contact centre and working remotely from home, offered flexibility for a work-life balance that maintained high productivity levels.

As our client’s needs and objectives expanded, TTEC flexed and broadened our engagement to support additional lines of business, and our India contact centre was added to the mix as a great offshore location. It became clear a blend of both onshore and offshore delivery would optimise results.

The results

TTEC quickly ramped up with a small pilot of 10 associates and grew to nearly 200 full-time equivalents (FTEs) in 12 months. Our quality scores consistently exceeded 91%, surpassing our client’s targets by 10% every month. With TTEC’s onboarding, training, and nesting completed rapidly, new hires achieved performance levels of tenured associates. The client selected TTEC as their leading partner for customer support, with TTEC managing most contact centre associates.

Looking ahead, the client intends to expand to additional languages and TTEC is positioned to establish an offshore team to satisfy this new need. The client is also beginning to incorporate a new customer support channel, live chat, and TTEC is currently deploying that platform to serve customers in their channels of choice.