TTEC Builds Momentum Across Latin America as Leading Retail Banks Turn to the Region for Customer Experience Excellence
LATAM operations deliver compelling results for global financial brands through exceptional talent and Spanish-language CX
Fernando Covelli, head of operations for TTEC in Latin America, presents an overview of the company’s regional capabilities and advantages. He highlights how Latin American countries like Brazil, Colombia, and Mexico have over 20 years of experience serving the US market with highly skilled multilingual workers proficient in Spanish, Portuguese, English, and French. The presentation emphasizes TTEC’s strong performance across various industries including BFSI, retail, and technology, with particular strength in banking and financial services due to cultural alignment and language proficiency. Covelli stresses the company’s focus on combining technology with people, investing heavily in talent development and employee growth, which has resulted in multiple certifications as a great place to work. The content positions TTEC as a reliable partner for US companies seeking outsourced services in Latin America.
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
