Financial Services Vertical - Inbound Voice

Client Profile

The client is a leading U.S. bank providing home loans, credit cards, auto loans, banking, and business services.

Products/Services Offered

Credit card acquisition and support.

Case Study Summary

This is an inbound program requiring 100% compliancy and script adherence. Etech has partnered with the client for 18 months and during that time has been the top performing vendor for the program in 15 of 18 months. This inbound customer acquisition program in the financial services industry involves an array of customer service functions which requires Team Members to understand a variety of products in the marketplace, customer retention strategies, and effective upsell and cross-sell tactics. The Operations Sales Coaches and the Quality Assurance team conduct regular calibration sessions with the client to ensure that all regulatory issues are being strictly adhered to, eliminating any client liability.

KPI’s Evaluated to Guage Etech Performance

The Key Performance Indicators to be measured were Conversion Rate, Script Adherence, Compliance and Service Levels.

Analysis & Results

The charts below show the performance comparison on each of the Key Performance Indicators over the last 10 months.

• Etech consistently maintained performance at a level above the client SLA of 52%.

• Etech consistently achieved 95% and above on script adherence exceeding client expectations.

• Etech consistently achieved 95% and above on call compliance measurements and exceeded client expectations.
• The results are a reflection of our investment in people, technology ,Quality Assurance and Data Analysis along with highly effective performance management and agent coaching practices used to consistently exceed client expectations.
• Use of Six Sigma and Lean methodologies to drive process improvements has also been a key factor in the results achieved as shown in the study.

Other Key SLA Results

	Number of agents trained on the program	173
	Hours of Operation	8 - 10 pm CST, Monday - Sunday
	Shared or Dedicated Operating Environment	Dedicated
	Service Level (% of calls answered in 20 seconds)	95%
	Abandonment Rate	2.06 %
	Average Speed of Answer	22.57 seconds
	Average Queue Length	14 seconds
	Average Number of Calls Offered in a week	14,657
	Average Number of Calls Handled in a week	13,980
	Average Agent Talk Time	9.50 minutes
	Average Agent Call Handling Time	9.78 minutes
	Average Positions Staffed	60 to 87/day based on call volume

Outcome of Trial

• The Client was extremely pleased with the consistent results shown by Etech.
• Conversion rate increased from <52% to over 58% or 112% of objective.
• Compliance results were consistently achieved ten months in a row and were 102% of objective.
• Script Adherence performed at 103% of objective and exceeded the client’s objective each month during the study.