|
Case Studies
FINANCIAL SERVICES – CALL CENTER OPERATION
Improving Customer Satisfaction With Timely Response
A Call Center Operation for an asset management group was not handling incoming calls in a timely manner, driving significant dissatisfaction and increasing exposure to loss of wallet share. Over a 3-month period, abandoned calls had increased from 4.57% to 11.79%. The overall process failed to meet standard expectations in 18 of the preceding 20 months.
Full Case Study>> (PDF:145K)
|
