1 Customer
- Top 20 U.S. commercial bank
2 Business Situation
- Contact Center handles more than 120 sub processes based on customer issues and resolution paths
- Challenge to have separate skilled resources & training for each type activity
3 Solutioning
- Effective documentation of processes for redundancy and risk reduction
- “Cross-skilling matrix” to organize and manage the resources
- Processes ‘bucketed’ and mapped based on complexity, knowledge required
4 Execution
- Use of global workforce to reduce costs
- Product knowledge tests to assess training gaps
- Database used to match processor based on training & to manage daily workforce requirements
5 Value Delivered
Quicker response time that enhanced customer satisfaction
- 27 different mailboxes responded to within 30 minutes
- Spikes in volumes managed using cross-trained staff
- 5 process types managed per FTE
35% cost savings delivered from day one
SLK has done such a good job of training its team and reducing the amount of escalated items and questions. The team logs items correctly and provides excellent feedback.
AVP, Commercial Execution
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