Financial Services Firm Enriches Customer Relationships Through Improved Contact Center Interactions
Company Overview:
A diversified financial services company engaged eLoyalty to assist in optimizing customer interactions. The firm offers consumers in the United States, United Kingdom, and Canada a variety of credit, savings and loan products.
Purpose:
Outsource contact center support services, manage the environment for consolidated voice recognition and response and inbound call routing while continuing to improve existing service levels.
Business Objectives:
- Expand outsourced managed services
- Consolidate vendors providing technical managed services
- Migrate to a flexible, easily maintainable, cost-effective environment
- Evolve into a "world-class" call center environment
The Solution:
ICS Managed Services Operate and Run from eLoyalty
The Process:
- Manage service levels to meet targets defined in SLA's
- Strategic and tactical Call Capacity Planning/Management
- Facilitate call-routing and termination accuracy
- Drive towards low Mean Time To Resolution (MTTR)
- Enhance platform stability through Intelligent Proactive Monitoring
- Optimize solution capabilities to reduce potential service impacting events
- Ensure Move/Add/Change request response time is excellent and quality is exceptional with flawless execution
- Generate action plans as appropriate to address process defects
- Manage incident, problem and change management for all services defined in SLA
- Mature assessment of level of effort for client-requested routing modification requests
- Drive routing architecture, application and operational design dialogue
- Lead maintenance, clean-up and optimization activities in the call-routing environment
- Ensure adherence with established client processes and procedures
- Point of escalation for all technical operations issues
- Facilitate root cause analysis
- Mandate adherence to eLoyalty and client ITIL processes
- Standardization of reporting
- Project Dashboard
- Post incident report distribution
- Monthly report cards
- Maximize client satisfaction
- Document client SLA's
- Improve Mean Time To Resolution (MTTR)
- Reduce incident recurrence
- Optimize client communication
- Identify opportunities for proactive maintenance
- Suggest architectural improvements
- Ensure adherence to client security requirements
- Foster synergy between client teams
- Weekly meetings with team leads for all client teams
- Bi-monthly communication of O&R successes and methods to avoid pitfalls
- Creation of "Learning Taskforce"
- Comprised of resources across client teams
- Share knowledge based on product and client experiences
- Generate output from monthly meetings for presentation to O&R population during monthly meeting
Results:
- Increased platform stability enabling business solution expansion
- Increased quality and timeliness of change execution
- Philosophy is to continuously improve the environment
- Capitalize on short-term improvement opportunities
- Build the technical foundation for enhanced capabilities
- Reengineer operational processes to provide enhanced capabilities
- Method of operation is to:
- Create project teams for short-term improvement opportunities
- Provide long-term resources for continuous activities or for building capability within the financial services organization
- Outsource additional functionality where appropriate
- Continue to maintain and enhance utilizing a stable environment
- Relentless delivery of world-class client-focused VoIP Managed Services that enable high performance and highly available solutions that exceed client expectations and preserve their ROI