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
