Written by BPS | Jul 21, 2023 1:20:34 PM
The Client
U.S. Consumer bank
Challenge
- Improving customer experience by migrating from email support to chat support to service customers’ inquiries real-time
Solution & Execution
- Accelerated training by leveraging tenured resources
- Refreshed process documentation/SOPs to enable knowledge transfer for the new process
- Split operations between 2 offshore delivery locations in India and Philippines to act as natural BCP
- Go-live achieved within 5 weeks and 100% volume achieved in 8 weeks
- Calibration between twin sites to ensure integrated operations and smooth overall service delivery
- Dedicated resources identified to provide real time floor support ensuring effective and high-quality service delivery
Value Delivered
- Service Levels for Quality at 94% against a target of 87%
- Perfect 5/5 Voice of Customer score achieved for smooth migration
- 100% coverage on existing operating window