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Agile Ramp up: Chat Process Transition in 8 weeks during Pandemic from Incumbent for a leading FinTech Client

The Client

An American fintech and bank holding company & one of the largest prepaid debit card company.


  • High incoming chat requests due to government announced stimulus assistance programs
  • Client seeking a strategic partner with banking domain CX experience along with strong technology capabilities to improve CX

Solution & Execution

  • Transition was delivered 100% remotely during the pandemic while ensuring all tollgates are met
  • Agile recruitment practices deployed - mix of internal and external resources
  • Blended model of training in office and WFA deployed to provide flexibility to employees
  • Team of in-house SMEs leveraged to quickly transfer knowledge
  • Dedicated project manager and robust governance ensuring seamless transition
  • Round table sessions with SMEs to enable effective knowledge transfer followed by training certification
  • Volumes managed efficiently by utilizing visual dashboards, performance trends & operations excellence practices

Value Delivered

  • Perfect 5/5 Voice of Customer score achieved for smooth migration
  • Service Levels for Quality at 95% against a target of 90%.
  • Exceeding targets on Chat concurrency
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