Managing 100+ activities in email/ online support for the centralized commercial support center

The Client

Top 20 U.S. super-regional commercial bank

Challenge

  • Contact Center handles more than 120 sub processes based on customer issues and resolution paths
  • Challenge to have separate skilled resources & training for each type activity

Solution

  • “Cross-skilling matrix” to organize and manage the resources
  • Processes ‘bucketed’ and mapped based on complexity, knowledge required
  • Database to match processor against processes based on training, to manage daily workforce requirements

Execution

  • Product knowledge tests to assess training gaps
  • Effective Documentation of processes for redundancy and risk reduction

Value Delivered

  • Enhanced customer satisfaction through Quicker and accurate response
    • 27 different mailboxes responded to within 30 minutes
    • Immediate spikes in volumes are managed with cross trained users
    • Averaging 5 process types per FTE
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