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