Written by BPS | Jul 21, 2023 1:35:33 PM
$103K Savings on cost of operations
The Client
A Top 20 U.S. Bank
Challenge
- Poor turn around and investigation /Identification of Phishing Emails. Had difference in opinion on cases
- Limited access to investigation websites needed for final decisioning of case
- Several emails with external attachments pending in queue without any action
- Frequent chances of not achieving TAT
Solution & Execution
- Calls & discussion with Onshore. Attain Access to required 3rd Party Websites for better investigation
- Guidance and training the team
- Identification of new resources & introduced Extended Service window
- Introducing Bi-monthly audits
- Sharing Quality Feedbacks Regularly and coming up with performance improvement plans
- Weekly review calls & Audits
- Creation of SOP’s and guidelines
- Created detailed training plans for resource training
- Internal QA procedures introduced for maintaining efficiency
- Empowered team with strong process knowledge
Value Delivered
- 100% SLA conformance
- 98% and Above Quality
- Faster email investigation response time