TTEC Builds Momentum Across Latin America as Leading Retail Banks Turn to the Region for Customer Experience Excellence
MWN-AI** Summary
TTEC Holdings, Inc. (NASDAQ: TTEC), a leading innovator in customer experience (CX) technology and services, is solidifying its role as a key player in Latin America's banking and financial services sector. With over a decade of operational presence in the region, TTEC has established seven delivery centers in Mexico, Colombia, and Brazil, enabling retail banks to elevate customer engagement and satisfaction.
One notable success for TTEC involved a major global money transfer service, where its bilingual team in Colombia revamped customer support operations. This initiative resulted in a remarkable 17% increase in customer experience scores, a 98% empathy rating, and a 15% reduction in average handle time. These efficiency gains led to the downsizing of full-time equivalent positions from 180 to 125 while maintaining superior service levels, setting the stage for future process innovations in the financial sector.
TTEC's strong performance has attracted multiple global retail banks, including one of the world’s top three financial institutions, underscoring its growing reputation as a premier CX partner. The company offers robust nearshore support in both Spanish and Portuguese from advanced facilities across Latin America, focusing on operational excellence, compliance, and fostering human connections.
According to TTEC Engage President John Abou, the company’s Latin American operations are pivotal in driving growth for retail banking clients aiming for best-in-class customer experiences. Fernando Covelli, senior vice president of LATAM operations, emphasizes that TTEC’s people-centric approach contributes significantly to its success, with high employee satisfaction and retention rates.
As U.S. and global retail banks increasingly seek culturally aligned, cost-effective partnerships, TTEC's strategic Latin American network stands out, combining technology with a human touch to enhance customer relationships and stimulate financial growth.
MWN-AI** Analysis
TTEC Holdings, Inc. (NASDAQ: TTEC) is strategically positioning itself as a dominant player in the Latin American customer experience (CX) sector, especially within the banking and financial services space. Recent successes, including notable efficiency gains for a global money transfer service, underscore TTEC's capabilities in transforming customer interactions. With customer experience scores rising by 17% and operational improvements reducing staff needs, TTEC has established itself as a benchmark for CX excellence.
For investors closely monitoring the tech and customer service sectors, TTEC's expansion into Latin America presents a compelling opportunity. The company’s commitment to enhancing customer experiences through a blend of technology and emotional intelligence resonates well in a region where banks increasingly seek nearshore partners. As prominent retail banks in the U.S. and beyond continue to turn their focus toward Latin America for cultural alignment and cost efficiency, TTEC's established presence with seven delivery centers across Mexico, Colombia, and Brazil positions it favorably.
The company’s strategy emphasizes human capital, evidenced by its high employee retention and satisfaction ratings. A robust workforce translates into better customer interactions, and TTEC’s “people-first” approach is a critical component of its operational success. As banks prioritize personalized customer service, TTEC’s investments in employee development will likely fuel further enhancements in service delivery, culminating in long-term client growth.
For investors considering TTEC, reviewing their ongoing engagements with leading global banks is vital. The sustained growth and operational excellence demonstrated in recent contracts are indicative of a strong future trajectory. Overall, TTEC’s market momentum, combined with its strategic regional focus, positions it as a prime candidate for investors seeking exposure in the evolving customer experience landscape, particularly within the financial services domain.
**MWN-AI Summary and Analysis is based on asking OpenAI to summarize and analyze this news release.
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**
How has TTEC Holdings Inc. TTEC adapted its customer experience strategies to cater specifically to the cultural nuances of Latin America's banking sector?
What specific technological innovations has TTEC Holdings Inc. TTEC implemented in its operations to enhance customer experience in Latin America?
Can you elaborate on the impact of TTEC Holdings Inc. TTEC's employee retention strategies on its overall business performance in the region?
What plans does TTEC Holdings Inc. TTEC have for further expansion in Latin American markets, particularly in the banking and financial services sectors?
**MWN-AI FAQ is based on asking OpenAI questions about TTEC Holdings Inc. (NASDAQ: TTEC).
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