Industry

Banking & Financial Services

The Challenge

Our client, a $4.7-billion financial services company, implemented a new digital customer interface, but legacy information systems and multiple unwieldy knowledge sources produced complex and costly support problems.

Lengthy AHT
Unacceptable agent time to proficiency
New customer self-service application didn’t sync with other systems effectively

The Solution

ResultsCX reduced support costs by promoting unified knowledge management and digital support adoption:

Identified available agents equally effective working onsite or at home
Employed cross-training program to develop flexible universal agents
Enhanced ability of team to cover and fill staffing gaps
Transitioned and cross-trained all needed agents within a five-day window
Adjusted curriculum to expedite new hire learning

The Results

AI-powered agent assistance and efficient support systems drastically improved CX, leading to significant financial impact.

AHT improved by 162 seconds after 9 months
$1 million+ projected annual savings
5% Increase in customer app use within three months
92.5% – 96.4% Increase in quality scores in nine months
30-day decrease in agent time-to-proficiency within three months
Reduced billable hours, consistent KPI achievement, improved customer experience