Case Study: Financial Institution InsourcingSupporting a change at a major financial institution with effective Insource solutions.
A well renowned and global financial institution implemented a new online banking platform, meaning that there would be a large migration of existing customers to the new platform. Stellar was required to assist with a significant increase in inbound call traffic. Our specialists needed to also ensure seamless customer service levels that were in-line with the client’s brand promise.
Our contact center specialists devised the following:
- Developed an Insource model to recruit, train and deploy resources into our client’s call center.
- Conducted a condensed two week training program.
- Implemented a flexible shift model to meet changing operational needs.
- Stellar delivered more than 67,000 hours across a 12 month period.
- Insource model provided the client with considerable savings in recruitment, training and operations.
- Controlled ramping of solution - increased number of advisors from 24 to 110.
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