The Challenge:

Every year, the leading financial services client faced the following issues during tax time:

• Annual ramp requiring expansion from 50 to 500 FTEs
• High customer expectations for agent proficiency from Day One
• A high need for personnel that lasts only a few months

The client turned to ResultsCX to identify feature improvements for its newly launched Banking as a Service (BaaS) business line

The Solution:

Our team of experts designs and deploys customized solutions aimed at improving processes as well as outcomes.

Ongoing workforce management solution (10 years running)

• Prepare for surge well in advance by front loading leadership
• Lean into bring back programs, employee referrals, university partnerships, and counter cyclical programs to strengthen the recruitment strategy
• Review and strengthen training curriculum yearly to ensure faster time to proficiency
• Cultivate relationships with seasonal hires through end of season town halls and regular check-ins throughout the year

Analytics solution for new business line

• Provided analytical insights and identified pain points to launch a new Banking as a Service (BaaS) business line and prioritize feature improvements