The Client
A Leading U.S. Chargeback Management Company
Challenge
- Huge backlog of charge back cases
- Limited manpower onshore
- Average case aging was 31 days, against a desired aging of 14 days
- Potential risk of merchants losing re-presentment timeframes and incurring loss for a legitimate transactions
- Significant risk of client losing their merchant customers
Solution & Execution
- Processing team split in two groups
- Attack within timeframe cases
- Attack closer to regulatory timeframe cases
- Additional resources identified from other chargeback spaces for quick deployment and cross training
- Core team as well as additional cross trained users deployed
- Overtime rolled out for closer to timeframe cases
- Robust quality control and feedback mechanism implemented to ensure proper re-presentment of cases to avoid merchant loss
- Quality achieved – 98.89%
Value Delivered
- Case age dropped from 31 days to less than 5 days
- Customer retention assured for client – Lesser calls to client from their customers arising out of anxiety
- Better win rates (client SLA with their customers) assured
- No risk of financial/ regulatory losses because of missed representment opportunities
- Client was able to take on more business owing to a flexible partner in Coforge
