80% reduction in query response time of AP helpdesk

The Client

A leading U.S. Bank

Challenge

• Large number of account payable queries received at the bank’s helpdesk center
• Different types of queries received from multiple lines of businesses and vendors
• Lack of a standard FAQ or quick reference guide leading to longer response time & greater dependency on onshore SME
  
  

Solution & Execution

• Classification of queries of similar nature & their resolutions
• Smart query allocation based on nature of query
• Cross trained teams leveraged to manage volume spikes & meet turn-times
• Creation of standard FAQ/ quick resolution guide for query handling
  
  

Value Delivered

• 80% reduction in query response time
• Reduced onshore dependency by 30%