Automates after call work (ACW), boosting productivity to save 33 FTEs​ ($2 million) annually

Industry : BPO and Business Services, Cross-Industry Function : Contact Center

Company Profile

Rapidly growing global Fintech is a leader in simplifying complex payment systems and delivering insights that help their customers make smart, data-driven business decisions. They employ more than 4,900 associates in 11 countries—from São Paulo to Melbourne—and support over 20 currencies.

Scope Highlights

  • Contact center operations
  • Contact center after call work (ACW)
  • Contact analysis, including AHT, talk time, and after call work
  • CRM application
  • Robotic process automation (RPA)

Challenge

Fintech is rapidly growing and its operations includes a busy contact center. Rather than continue to expand this service operations team as it scaled, it wanted more from the existing team. Management sought automation to reduce average handle time (AHT) for increased efficiency and operator productivity.

Solution

The team began by analyzing contact center AHT. Rather than rush callers off the phone, the fintech focused on the operators’ lengthy after contact work which included call logging and entering follow-up tasks in the CRM system. An automation was built and deployed to log the tasks performed by the operator during the call and then upload the log to the CRM application. The data governance inherent in the solution enabled reporting for ongoing process improvement.

Results

$2M+ annual cost savings

75 second reduction in after call work

33 FTE available for other work