Case Study: Financial Institution Insourcing

Supporting a change at a major financial institution with effective Insource solutions.

The Challenge

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.

The Solution

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.

The Result

  • 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. 
Contact Us Now

Want More Information?

We’re Ready! Why Don’t You...

Contact Stellar