A National Retail Bank: A Customer Care Success Story
The Challenge
A national retail bank serves more than a million customers across a multi-state branch network, generating over 2 million calls and chats a year. The in-house customer support framework could not absorb that volume — satisfaction and operational efficiency were both suffering. The bank needed to hold interaction quality at scale, keep agents well trained and accurate, cut Average Handling Time, and curb agent attrition at the same time.
The Approach
We built an intelligent BPO customer care operation around the bank’s real volume: a contact center outsourcing model with a rebuilt recruitment and new-agent training program to grow capacity, retention work to hold experienced agents in seat, and streamlined call handling to take time out of every interaction.
The Results
Quality Assurance scores rose 25% from Q3 to Q4 2022 and held through Q1 2023. Agent count grew 25% over a 90-day span, cutting wait times. Average Handling Time fell 10% quarter over quarter, resolving customer questions faster and strengthening the bank’s service reputation while driving revenue through higher satisfaction.
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