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
The Results:
As a strategic partner and a top performing vendor, ResultsCX delivers high-impact outcomes.
Workforce management outcome
- Most recently delivered 125% of required staff
- Achieved 94% handle rate, vs. 90% goal
- Exceeded positive and negative sentiment scores
- Awarded 100% of steady state volume in 2023 with base FTE increased to ~100
BaaS business line outcomes
- Grew performance better than the existing business product team
