Home › Resource library › Case studies › Anti phishing reduction in email investigation analyst and sla Anti-Phishing – Reduction in Email Investigation Analyst and SLA Share $103K Savings on cost of operations The Client A Top 20 U.S. Bank Challenge Poor turn around and investigation /Identification of Phishing Emails. Had difference in opinion on cases Limited access to investigation websites needed for final decisioning of case Several emails with external attachments pending in queue without any action Frequent chances of not achieving TAT Solution & Execution Calls & discussion with Onshore. Attain Access to required 3rd Party Websites for better investigation Guidance and training the team Identification of new resources & introduced Extended Service window Introducing Bi-monthly audits Sharing Quality Feedbacks Regularly and coming up with performance improvement plans Weekly review calls & Audits Creation of SOP’s and guidelines Created detailed training plans for resource training Internal QA procedures introduced for maintaining efficiency Empowered team with strong process knowledge Value Delivered 100% SLA conformance 98% and Above Quality Faster email investigation response time
