The Client
Leading issuer of prepaid cards and co-branded card programs in the United States
Challenge
- High incoming call volumes due to government announced stimulus assistance programs
- Needed additional staff to manage high incoming call volumes - 200 FTEs for three months period
Solution & Execution
- Agile recruitment practices deployed - mix of in house and outsourced hiring
- Sub-contracting of resources and leadership to third party, that had reasonable control over the process, was allowed by the customer
- Truncated training to ensure majority of queries cold be handled
- Team of in-house SMEs leveraged to quickly transfer knowledge
- Stringent governance mechanism implemented with sub contractor
- Volumes managed efficiently with effective execution
- Team being now cross utilized for core customer service request & call back desk
Value Delivered
- Improved customer satisfaction levels
- Service requirements of ramp plan exceeded - team of 200 FTEs delivering services in 3 weeks
- Service Levels for Quality at 95% and service levels improved from 31% to 97% against a target of 80%
- A perfect 5/5 Voice of Customer score achieved
- Use of sub-contracting to improve pricing
