Transforming customer experience
Overhauling a bank’s hiring processes, reducing costs, and delivering a state-of-the-art contact centre.
The impact
1000
new team members recruited, trained and managed
€1 Million
saved per year in recruiting costs
5
days to onboard staff, down from 6 weeks
Overview
Overhauling a bank’s hiring processes, reducing costs, and delivering a state-of-the-art contact centre.
The challenge
A European bank asked us to help them improve their customer service and to use our experience of best practices to build and manage a state-of-the-art contact centre.
With a sudden influx of customers, we worked alongside our clients’ leadership team to understand the current processes and systems so we could implement effective change as fast and painlessly as possible.
The how
How we delivered Organisational Engineering™
- We managed every aspect of their customer service solution, from sourcing the best permanent people to finding contract staff to providing best-in-class ongoing contact centre management
- Looking at due diligence, systems and processes, we got to work on identifying the bottlenecks and red tape and introducing new, best-practice alternatives
- We advised on solutions to help manage IT and risk, speeding up the hiring processes
- Taking full ownership of the project, we can deliver on organisational goals in line with the client’s brand values
- Additionally, we overhauled the contractor book to achieve greater efficiencies, scaling up the Customer Service and Complaints teams in record time.
Services Provided
Recruitment Process Outsourcing (RPO)
Managed Staffing Provision (MSP)
Total Talent Acquisition (TTA)
Customer experience and BPO management
Back-office administration processes
Omni-channel experience
