Exceeding Service Levels while Transitioning from Email to Chat for a Top 20 US Bank

Challenges.

Improving customer experience by migrating from email support to chat support to service customers’ inquiries real-time

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 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

The Impact.

• 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