The Challenge:

Amidst the unprecedented challenges posed by the COVID-19 pandemic, one of the nation’s leading banking institutions found itself grappling with an overwhelming surge in demand. Faced with the task to scale operations while maintaining service quality and regulatory compliance, the bank recognized the necessity of partnering with an organization with deep customer experience expertise and operational efficiency.

Selected as the premier partner for this critical endeavor, ResultsCX stepped in to support the bank’s customer experience operations.

The Solution:

ResultsCX swiftly addressed the urgent need for a strategic pivot in the bank’s operations and the rapid expansion of its workforce. Their approach to scaling the program centered on three fundamental components:

• Training Enhancement: ResultsCX implemented interactive training modules across Tier 1, 2, and 3 curricula to ensure agents were equipped with the necessary skills and knowledge.
• Accelerated Hiring and Onboarding: ResultsCX facilitated the swift recruitment and seamless onboarding of several hundred agents to meet the surge in demand.
• Secure Infrastructure During the Pandemic: Recognizing the necessity for adaptability, ResultsCX established a secure work-from-home model alongside its existing brick-and-mortar locations, ensuring operational continuity during the pandemic.