The Client
Regional US Bank with large Retail and Commercial Banking operations
Challenge
- Volume peaks and troughs, the backlog of 15,000 items
- Staffing up to handle volume peaks (weekly, and during the holiday season) was uneconomical
Solution
- Utilized newly implemented check platform - created 9 different “queues” to handle the different types of requests to meet the cut-off time
- Automated efficiency-enhancing tool – merge outgoing customer mail files
Execution
- Cross-training among agents to handle volume variations
- Deployed additional resources and extended extra work hours
- Redundant operations at 2 Coforge locations for BCP purposes
Value Delivered
- Efficiently handled volume variations at no additional cost to the customer
- Average +/-30%, peak almost 100%
- 15,000 item backlog cleared while increasing quality
- levels Low error/ rework rate achieved
- Accuracy levels increased to 99.9875% (125 DPMO)
