80% reduction in query response time of AP helpdesk.
Overview.
A leading Bank in the United States
Challenges.
- Large number of account payable queries received at the bank’s helpdesk center
- Different types of queries received from multiple lines of businesses and vendors
- Lack of a standard FAQ or quick reference guide leading to longer response time & greater dependency on onshore SME
Solution.
- Classification of queries of similar nature & their resolutions
- Smart query allocation based on nature of query
- Cross trained teams leveraged to manage volume spikes & meet turn-times
- Creation of standard FAQ/ quick resolution guide for query handling
The Impact.
80%
Reduction in query response time
30%
Reduced onshore dependency
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