Written by Admin | Oct 7, 2022 7:45:34 AM
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%