Written by BPS | Apr 27, 2023 9:25:06 AM
The Client
Top 20 US retail bank
Challenge
- Enabling multi-million in early stage collections offshore, at a lower cost, than onshore operations without any degradation in quality of service
Solution & Execution
- Trainers and leadership team were certified onshore
- New hires were subjected to English profiency testing to ensure as close to native communications skills as possible
- All new hires were subjected to rigorous training and hires with the slightest defects were given extended training and/or focus before endorsed to go-live scenario
- Agents’ performance being reviewed on a weekly basis
Value Delivered
- No degradation in the quality of collections
- Consistent million dollar collection achieved at 79% of the cost