How contact center BPO transformed banking customer support

The challenge: Supporting 230,000 newly acquired banking customers with skilled, knowledgeable agents

>A financial services and banking institution required a skilled team to assist with customer service and support during an acquisition of new customers and accounts. Agents would need to provide detailed answers to banking product inquiries, financial transactions, on-line banking support, and general customer service. The successful handling of these calls was crucial to creating a positive relationship with the newly acquired customers.

The solution: Rapid recruiting, strict security, and comprehensive training built for banking.

• RECRUITING: The new onsite program successfully recruited 95 skilled team members in a two-month period while competing for workers during the busy holiday season. Candidates were required to meet stringent banking industry background screening requirements.
• SECURITY: Strict security measures such as surveillance cameras and personal device lockers were installed to safeguard customer data.
• TRAINING & DEVELOPMENT: A comprehensive training plan was designed and implemented as a critical component of meeting the strict timeline of the project.

The results: 230,000 customers, 90,000+ calls, 12 permanent hires.

The customized customer service center solution provided the people and support the client required to successfully transition 230,000 new customers and their accounts. During this short-term project, Kelly® handled over 90,000 calls, while meeting or exceeding quality assurance scores of 90%.

The team also demonstrated flexibility by extending the closedown from January until March to help the client continue service for their customers. At the end of the engagement, 12 Kelly employees were offered permanent positions with the client.