Skip to main content

Exceeding Service Levels while Transitioning from Email to Chat for a Top 20 US Bank

The Client

U.S. Consumer bank


  • Improving customer experience by migrating from email support to chat support to service customers’ inquiries real-time

Solution & Execution

  • Accelerated training by leveraging tenured resources
  • Refreshed process documentation/SOPs to enable knowledge transfer for the new process
  • Split operations between 2 offshore delivery locations in India and Philippines to act as natural BCP
  • Go-live achieved within 5 weeks and 100% volume achieved in 8 weeks
  • Calibration between twin sites to ensure integrated operations and smooth overall service delivery
  • Dedicated resources identified to provide real time floor support ensuring effective and high-quality service delivery

Value Delivered

  • Service Levels for Quality at 94% against a target of 87%
  • Perfect 5/5 Voice of Customer score achieved for smooth migration
  • 100% coverage on existing operating window
Let’s engage