Office address: 555 Rue Chabanel O Suite 302, Montréal, QC H2N 2H8
Website: www.ttec.com/canada
Year established: 1998
Company type: outsourcing and offshoring consulting
Employees: 60,000+
Expertise: customer experience consulting, customer technology services, customer care services, omnichannel technology, customer acquisition, CX technology, automotive, communications, travel and hospitality, financial services, insurance, government and public sector, healthcare, high tech, media and entertainment, retail, eCommerce, startups, hypergrowth,
Parent company: N/A
Key people: Kenneth Tuchman (founder, CEO), Michelle Swanback (president), Kenneth Wagers III (CFO), Chris Brown (CoS), Laura Butler (CPO), Margaret McLean (CRO), Francois Bourret (CAO), Nick Cerise (CMO)
Financing status: corporation

TTEC, headquartered in Montreal, operates in nine provinces across Canada, specializing in customer experience (CX) and digital transformation services for businesses worldwide. With over 60,000 employees globally, they support customer-centric brands in six continents and offer solutions in 50 languages. The organization partners with clients through every stage of CX, from strategy development to implementation, ensuring seamless customer and employee interactions.

History of TTEC

TTEC was founded by Kenneth D. Tuchman in 1982 under the name TeleTech Holdings, Inc. By 1986, the company had relocated to Sherman Oaks, California, expanding its US call centre operations. In 1996, after launching its initial public offering (IPO), it began global operations, entering markets like Canada, Scotland, Brazil, and Argentina by 1998.

In 2001, the company further expanded into the Philippines, strengthening its international presence. In 2006, TeleTech acquired Direct Alliance, and in 2010, it secured an 80% stake in Peppers & Rogers Group. The company’s global footprint continued to grow, reaching the Middle East in 2010 and opening new operations in Sofia, Bulgaria by 2014.

Products and Services of TTEC

It provides comprehensive range of CX services tailored to help businesses improve their customer engagement and digital transformation:

• CX Strategy: developing strategies to unlock actionable insights, guiding companies through transformation
• CX Technology: providing cloud-based technology and intelligent automation for seamless customer and employee experiences
• CX Outsourcing: customer experience operations, outsourcing, and sales services, emphasizing empathy and talent
• digital solutions: implementing cloud technology and automation for effortless experiences
• engage solutions: delivering superior customer experiences through CX outsourcing and sales expertise

The firm brings together its Engage and Digital teams to handle billions of customer interactions and improve CX technology. With knowledge of many different vendors, TTEC is great at enhancing the final stages of customer engagement.

Culture at TTEC

The company fosters a people-first culture where employees are key to enhancing client, customer, and employee experiences. Their focus on blending advanced technology with human interaction supports world-renowned brands. TTEC’s award-winning culture thrives on making meaningful connections through a supportive work environment that values career growth and employee well-being:

• career development: free courses and mentorship programs for professional growth
• work-life balance: paid time off, remote work options, and comprehensive health and wellness programs
• inclusive culture: community-driven, encouraging employees to give back through company-sponsored events
• compensation: competitive salary, bonuses, and unique benefits like tuition reimbursement
• employee recognition: referral programs and recognition initiatives to celebrate achievements

They are dedicated to building a diverse workforce that represents the communities it serves and encourages innovation. They strive to make sure employees feel comfortable being themselves at work, no matter their background, religion, race, or personal views. They support DE&I through programs that offer mentorship, open conversations, and opportunities for career growth:

• TTEC Diversity Council: creating diverse teams at all levels and supporting local inclusion efforts
• Employee Resource Groups (ERGs): bringing employees together based on shared backgrounds, such as Women in Leadership and Champions of Color
• career growth: providing mentorship, support, and development opportunities for all employees

The organization aims to make a positive difference in the world through its commitment to people, communities, and the planet. The company works to ensure all employees can be their true selves and reach their full potential. Its social responsibility focuses on education, sustainability, and creating lasting change in communities:

• TTEC Foundation: supporting education initiatives and providing students with tools for success
• environmental, social, and governance (ESG): promoting sustainability and responsible business practices across all areas
• community engagement: encouraging employees to give back and participate in local charity efforts

Their purpose is to bring a human touch to business interactions. Their vision is to help top organizations build strong, lasting relationships with their customers. The company’s mission is to drive growth by making customer interactions simple and personal, creating deep connections between people and brands.

About TTEC CEO Kenneth Tuchman and Key People

Kenneth Tuchman is the company chairman and CEO, focused on improving customer experience and simplifying interactions across all channels. With over 40 years of industry experience, his early career included roles as a shop assistant at Surf Boards by Kennedy and Allied Bicycles. In 2007, he founded the TTEC Community Foundation to empower employees to support causes important to them.

The executive team is made up of key people who help guide the company’s strategy and ensure its success:

• Michelle Swanback, as president, leads the company’s global operations and digital transformation strategies
• Kenneth Wagers III, serving as CFO, oversees financial management, planning, and corporate strategy
• Chris Brown, as chief of staff for the chairman and CEO, coordes executive initiatives and strategic priorities
• Laura Butler, as the company chief people officer, is responsible for human resources, employee engagement, and organizational development
• Margaret McLean, general counsel and chief risk officer, manages legal matters, corporate governance, and risk mitigation
• Francois Bourret, serving as chief accounting officer, is responsible for global financial reporting and accounting practices
• Nick Cerise, as chief marketing officer, leads marketing efforts, brand strategy, and customer engagement initiatives

The Future at TTEC

The company’s 2024 financial results reflect challenges in their Engage segment, but their Digital business showed solid growth. They are addressing these issues through cost optimization and expanding their global footprint, while also launching new solutions and deepening partnerships. With these strategies, TTEC aims to return to strong, long-term growth and increased profitability, focusing on global expansion and service diversification.

They have recently earned multiple global workplace culture awards, recognizing their commitment to employee well-being and development. The company credits its success in delivering top customer experiences to its engaged and diverse workforce. With a focus on innovation and AI-driven tools, they continue to prioritize employee satisfaction to enhance customer service.