Financial institutions have always known that during the October through February time period, service volumes go way up; what they haven’t known is that there is a better way to handle them. For this institution – one of the world’s largest – inbound support volumes increased as much as 200 percent. This financial services leader was saddled with outdated staffing models and scheduling methodologies that hindered their ability to scale cost-effectively.
We demonstrated how the TeleTech@Home model could benefit the situation, by creating a detailed comparison between their existing operations and our proposed plan. We could reduce the overall staffing requirements, handle all fluctuations in traffic with a scalable solution, and improve key performance indicators in the process. Within three months, we had 230 fully trained part-time associates prepared to handle the unique seasonal needs of this financial institution’s customers.
TeleTech@Home delivers a quality experience by using proprietary technology and practices to select the right resources from a geographically unlimited pool of candidates. Our training has been streamlined and refined into a virtual model of the actual work environment, which reduces the time to knowledge mastery for each associate. The flexibility of the solution allows for real-time responses to call volumes: quality of experience remains high, and staffing can be ramped up or down to keep costs down.
The agility of the TeleTech@Home staffing solution improved operating efficiencies for our client by 30 percent. The quality of the staffing delivered an average in-chair occupancy of 90 percent; as compared to the client’s 70 percent historical average. We matched the client’s own support team’s scores for First Contact Resolution within four weeks. Even as we reduced the associate time-to-proficiency by two weeks, we also delivered Customer Satisfaction scores that were 110 percent above contractual requirements.