Strike the right balance of tools, technology, and human intelligence
Without an optimized contact center workforce, customers get frustrated by inefficiency and brands waste precious time and money. TTEC's Workforce Optimization Services eliminate waste and inefficiency to create a top performing holistic operation.
WFO Services to help you streamline operations, and cut staffing costs
Eliminate guesswork and drive results with our proven workforce optimization (WFO) platform that helps brands eliminate waste and inefficiency.
Data-driven forecasting
and scheduling
that go beyond historical data to incorporate regression and multivariables
Analytical
reporting
that uncovers hidden
opportunities to
improve efficiency
Skills
management
that enhances
employee performance
and job satisfaction
Workforce
tools
that improve the
experience for employees
while also improving CX
Streamline processes for greater efficiency
We examine all facets of the contact center and identify ways to make scheduling, capacity planning, reporting, and other areas as efficient as possible.
40% cost savings
Spur faster resolutions with expert associates
Highly skilled customer care and tech support associates are ready to meet rising customer expectations by delivering seamless and empathetic experiences.
93%decrease in
average hold time
Gain better, quicker access to information
Streamlining disparate systems and back-office processes puts information at associates’ fingers faster, makes their jobs easier, and cuts costs.
40%
reduction in
resolution time
Workforce Optimization capabilities
TTEC's Workforce Optimization Services measure and leverage the talents and preferences of individuals and aligns their skills and proficiencies with our clients' business objectives and customer needs to produce optimal staffing schedules.
Award-winning CX strategy, technology,
and contact center outsourcing services
TTEC Named to CRM Magazine's Prestigious Top 100 List
TTEC takes home Gold Stevie® Award for thought leadership driven by innovations in AI-enhanced customer experience
TTEC named to Fortune's 2024 list of America's Most Innovative Companies
TTEC recognized with Great Place to Work® certifications in 14 countries
TTEC wins the Talent Acquisition Team of the Year Award for the 2023 OnCon Icon Awards as voted by the public
RealPlay™, AI-powered training technology, named "Disruptive Technology of Year" by Customer Contact Week as part of its 2020 CCW Excellence Awards.
Best Nearshore Team from the Global Sourcing Association (GSA)
IAOP Global Outsourcing List of World’s Best Service Providers
Leader in ISG’s Contact Center Customer Experience Services Quadrant Report
TTTEC Philippines earns the #1 spot for the Talent Board Candidate Experience Benchmark Research Program in APAC
TTEC Makes Virtual Vocations’ Top 25 Employer Partners for Remote Work in 2022
TTTEC Philippines earns the #1 spot for the Talent Board Candidate Experience Benchmark Research Program in APAC
CCW Excellence Award for Best Training and Development Program
TTEC Mexico is recognized for the 6th year in a row as a Best Workplace in the BPO Industry by Computrabajo
Named "Best Contact Centre" and "Best Employee Empowerment" by the European Customer Centricity Awards
Why and How to Outsource Your Contact Center Operations
Customer experiences, from marketing to sales and service, are now reflections of the brand. Working with a contact center outsource partner provides numerous cost and innovation benefits while improving CX. By leaning on an expert who knows customer management inside and out, companies can meet and exceed customers expectations. In this strategy guide, our contact center outsourcing consulting team outlines the pros and cons of the different types of customer service and sales outsourcing options available to brands.
Get the strategy guide