The Client
Residential Mortgage operations at a leading US Bank
Challenge
- Monthly volume 10,000 loans: unable to handle high influx of volume in the last week of the month
- Regular volume: challenge in processing the volume received outside forecasted levels
Solution
- Coforge analysed the average and peak volumes and the occurrence patterns
- Created a team which had prior experience with processes with large volume fluctuation
Execution
- Mapped the skill sets of the resources and identified ones who could be cross-trained
- Cross trained and certified each agent on a minimum of two processes
Value Delivered
- Managed high volumes through across training
- Reduction in overtime billing costs by 45%
- By using effective cross training; additional 10% capacity increase
- Cross training enabled critical processes to meet turn time for tasks outside the service levels / forecasted volume
