Englewood, Colorado-based BPO provider, nearly 80% of whose agents are currently working from home, also says that the pandemic has stoked demand for customer support.
Founded in 1982, TTEC provides customer care services through a range of channels, including chat, messaging, email, social, and voice. It runs eight delivery centers in Latin America, with most of them located in Brazil and Mexico.
Over the past couple of months, the call center provider is increasingly advocating for remote working practice.
As of now, TTEC has migrated over 31,000 employees, some 80% of its total workforce, to what it describes as “a secure, work-from-home” environment. “And it’s realistic to assume that shifting to the ‘home office’ will become the new normal..,” wrote the company’s HR Director Joanne-Regan Iles in an article written for hrdirector.com.
“We went from a couple of thousand people in the office to a couple of thousand people on the VPN in 1 day,” stated its CEO Kenneth D. Tuchman in a recent earnings call with investors.
“I expected a lot of problems and failures, and there have been few, but our TTEC support has been the shining star through this transition.”
Thanks to its remote working strategy, TTEC’s revenue has been rising. It generated US$432.2 million in revenue during the first three months of this year, a 9% increase compared to the same fiscal quarter last year.