CALL CENTER RE-DESIGN

Background

A rapidly growing bank was faced with customer dissatisfaction with the call center. There were long wait times before customer could talk to call center agents. Customers were highly critical of the unprofessional replies from call center agents. Customer had to call several times and had multiple contacts to fulfill a request.

Methodology

Arete Financial Partners diagnostic revealed that issues with call center capacity planning, process design and training.

Business Outcomes

Arete financial partners worked with the bank to implement a capacity planning tool kit redesigned the call center from purely inquiry transaction to handle financial and non financial transaction in minimum number of contacts. It helped bank to redefine call center controls to increase customer satisfaction and productivity. As a result more than 80% of the customer calls were fulfilled in single contact.