35% savings and enhanced customer satisfaction for a centralized commercial banking support center

The Client

Top 20 U.S. commercial bank

Challenge

Resolution to customer request and customer confidential information like account number,
loan number, transaction details, check copy, statement copy etc. shared with wrong customers
leading to confidentiality breach


Solution

Recommended the implementation of ‘Moderator Queue’, of quality check process and
implemented control email box.


Execution

Any communication to do with end customer was redirected to moderator Queue email box to
validate the account details, attachments (all the pages) & verify that the details legitimately
belong to the desired recipient

Value Delivered

    • Reduce errors
    • Eliminate customer confidentiality breach
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