Enhancing Customer Service: Top 20 US Bank's Seamless Transition from Email to Chat
Overview.
A top 20 US bank sought to enhance customer service by transitioning from email to chat support. Facing challenges in maintaining service levels during this shift, they partnered with Coforge to implement an innovative solution that not only met but exceeded their performance targets.
The bank faced significant hurdles in transitioning from email to chat support while maintaining high service levels. The shift required extensive training, process redesign, and technology integration.
Key business challenges:
Maintaining service levels during transition
Training agents for new chat support system
IEnsuring customer satisfaction throughout the change
Solution.
Coforge implemented a comprehensive solution to facilitate the transition and improve service delivery.
Key highlights of Coforge's solution:
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 Business contnuity backup
Dedicated resources identified to provide real time floor support ensuring effective and high-quality service delivery Calibration between twin sites to ensure integrated operations and smooth overall service delivery
The Impact.
Perfect 5/5 score Achieved for Voice of Customer based on the smooth migration
94% Quality service levels score delivered against a required target of 87%
100% coverage For operating service window
5 weeks to go live And 8 weeks for 100% volume transition
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