COVID-19 Response at TTEC
Challenge
Responding to each region’s diverse needs and ensuring employees are safe, setting them up to work from home and providing the necessary housing, equipment, technology and support.
Actions
- Provided housing, transportation, internet, equipment and other supplies based on diverse regional needs to move people home in a condensed time frame
- Global Leadership Development provided an iThrive webinar series focused on education and best practices to support those transitioning to work at home
- Communications campaign ensuring transparency and awareness regarding potential COVID-19 risks, response planning as well as safety expectations of our employees
Outcomes
- ShiftNOW strategy enabled us to move 79% of our 50,000 employees to remote work
- TTEC was the recipient of a 2020 Gold Stevie Awards winner for Communications or PR Campaign of the year – crisis management
- Reimagined and established a strategy to redefine the way we work by building a new operating model including people, process, technology and physical space in response to the pandemic
- Despite an unprecedented year for all, our cNPS was at an all-time high at +75 in 2020 and our eNPS was+59 compared to +56 in 2019
Quote
At TTEC, where our vision is to bring humanity to business by creating extraordinary, memorable customer experiences, employee engagement is crucial. Diversity, inclusion, equity, and engagement are at the heart of our values and behaviors and is fundamental to our employee programs. I could not be more passionate and committed to continue our journey in building a team of employees, executives, clients, partners and Board of Directors that fully reflect the diverse customers, citizens, members, patients and students we serve on behalf of our clients across the globe.