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
