TTEC Builds Momentum Across Latin America as Leading Retail Banks Turn to the Region for Customer Experience Excellence

Rhea-AI Summary

TTEC (NASDAQ:TTEC) is expanding its Latin America CX footprint, operating seven delivery centers across Mexico, Colombia, and Brazil and serving global retail banks from Mexico City, Barranquilla, Bogotá, and São Paulo.

For a major global money transfer client, TTEC reports a 17% rise in customer experience scores, a 98% empathy score, a 15% drop in average handle time, and a reduction from 180 to 125 FTEs. The company says these results led to new engagements with multiple global retail banks, including one of the world’s top three institutions. TTEC highlights certified Great Place to Work status in Mexico, Colombia, and Brazil and promotes nearshore, Spanish- and Portuguese-language CX services focused on efficiency, compliance, and empathetic service.

Positive

• Customer experience scores +17% for a major client
• Empathy score reported at 98%
• Average handle time down 15%
• Headcount reduced from 180 to 125 FTEs (≈30% decrease)
• Operating 7 delivery centers across Mexico, Colombia, Brazil
• Great Place to Work certified in Mexico, Colombia, Brazil
• New engagements with multiple global retail banks, including a top‑3 institution

Negative

• None.

LATAM operations deliver compelling results for global financial brands through exceptional talent and Spanish-language CX

AUSTIN, Texas, Nov. 20, 2025 (GLOBE NEWSWIRE) -- TTEC Holdings, Inc. (NASDAQ: TTEC), a leading global CX (customer experience) technology and services innovator, continues to expand its footprint and impact across Latin America’s banking and financial services sector, achieving compelling results for some of the world’s most respected retail financial institutions.

TTEC has been operating in Latin America and strengthening customer relationships for more than a decade, with seven delivery centers located across Mexico, Colombia, and Brazil.

For one major global money transfer service, TTEC’s bilingual team in Colombia retrained and restructured customer support operations, achieving a 17% rise in customer experience scores, a 98% empathy score, and a 15% drop in average handle time. Efficiency gains enabled the company to scale back from 180 full-time equivalents (FTEs) to a more cost-effective 125 FTEs for the support it needed. The success became a benchmark for how process innovation and emotionally intelligent service can transform financial interactions.

Building on these results, TTEC has launched new engagements with multiple global retail banks, including one of the world’s top three institutions, further strengthening its position as the CX partner of choice for banking clients in Latin America. From its state-of-the-art facilities in Mexico City, Barranquilla, Bogotá, and São Paulo, TTEC provides nearshore, Spanish- and Portuguese-language support that delivers operational excellence, compliance rigor, and human connection.

“Our Latin American operations are driving growth for retail banking clients who expect best-in-class customer experiences,” said John Abou, president of TTEC Engage. “The combination of skilled talent, cultural alignment, and innovative technology allows us to deliver faster resolutions and more empathetic experiences that build long-term customer trust.”

People-first performance that drives client results

TTEC’s success in the region is fueled by its ability to attract, engage, and retain exceptional talent in a highly competitive market. The company has industry-leading employee retention and satisfaction ratings and is a certified Great Place to Work® in Mexico, Colombia, and Brazil.

“Our people are our advantage,” said Fernando Covelli, senior vice president of LATAM operations at TTEC. “From Mexico City to Bogotá to São Paulo, we invest in building careers — not just filling roles — and that commitment translates directly into higher performance and stronger customer outcomes.”

As U.S. and global retail banks seek nearshore partners that offer cultural affinity, cost efficiency, and operational excellence, TTEC’s Latin American network has emerged as a strategic hub for financial services CX delivery — blending technology and humanity to strengthen customer relationships and drive growth.

To learn more about TTEC’s LATAM operations and career opportunities, visit https://www.ttec.com/about-us/global-locations/latin-america.

About TTEC:

TTEC (pronounced T-TEC) Holdings, Inc. (NASDAQ: TTEC) is a leading global CX (customer experience) technology and services innovator for AI-enabled digital CX solutions. Serving iconic and disruptive brands, TTEC's outcome-based solutions span the entire enterprise, touch every virtual interaction channel, and improve each step of the customer journey. Leveraging next-gen digital technology, the Company's TTEC Digital business designs, builds, and operates omnichannel contact center technology, CRM, AI, and analytics solutions. The Company's TTEC Engage business delivers AI-enhanced customer engagement, customer acquisition and growth, tech support, back office, and fraud prevention services. Founded in 1982, the Company's singular obsession with CX excellence has earned it leading client, customer, and employee satisfaction scores across the globe. The Company's employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results. To learn more visit us at ttec.com.

Media Contact
Meredith Matthews
meredith.matthews@ttec.com

A video accompanying this announcement is available at https://www.globenewswire.com/NewsRoom/AttachmentNg/f91bec5e-ab08-4775-ba8c-a38eedf6aea9

FAQ

What results did TTEC (TTEC) report for its Latin America CX operations on November 20, 2025?

TTEC reported a 17% rise in customer experience scores, a 98% empathy score, a 15% drop in average handle time, and FTEs reduced from 180 to 125 for one client.

Which countries host TTEC's Latin America delivery centers for TTEC (NASDAQ:TTEC)?

TTEC operates delivery centers across Mexico, Colombia, and Brazil, with facilities in Mexico City, Barranquilla, Bogotá, and São Paulo.

How does TTEC describe the impact of its LATAM services on retail banks (TTEC)?

TTEC says LATAM services deliver nearshore Spanish/Portuguese support that improves efficiency, compliance, and empathetic customer interactions, driving growth for retail banking clients.

Did TTEC (TTEC) announce new bank clients in Latin America on November 20, 2025?

Yes; TTEC said it launched new engagements with multiple global retail banks, including one of the world’s top three institutions.

What talent credentials does TTEC cite for its LATAM operations (TTEC)?

TTEC highlights industry-leading employee retention and satisfaction and Great Place to Work certification in Mexico, Colombia, and Brazil.