The Client
A Top 20 U.S. Bank that issues both credit and debit cards
Challenge
- High volume due to application glitch
- Wrong info update on customer profile
- Backlog of customer service requests
Solution
- Team of in-house SMEs leveraged to quickly transfer knowledge to cross-train resources.
- Process support from 2 different locations for BCP purposes
Execution
- Shadow resourcing/ cross training methodology to ensure quick turnaround time
- Worked round the clock to meet client requirement
- Dedicated operations support staff
- Independent QA team
Value Delivered
- Improved customer satisfaction levels
- All service requests completed within 8 hours (vs. 24 hour TAT expectation)
- Cleared all backlogs
- Accuracy levels consistently above SLAs (set at 98%)
- Transactional pricing offered to handle volume fluctuations & scaling up/ down
