Case Study
Contact Center Automation Saves Fintech $2 Million Annually
Results
$2M+
$2M+ annual cost savings
75sec
75 second reduction in average call handling time
33FTEs
33 FTEs of additional capacity created
Company Profile
Public global fintech operating across fleet, travel/corporate payments, and healthcare benefits, fleet cards serve millions of vehicles, corporate solutions process tens of billions in annual purchase volume, and the healthcare platform helps hundreds of thousands of employers and tens of millions of consumers manage healthcare expenses. Thousands of employees across multiple countries and currencies.
Challenge
Business growth overwhelms call center capacity
This Fintech was growing rapidly, and its operations included a busy contact center. Rather than continue to expand this service operations team as the company scaled, they needed a way to get more from the existing team.
Operators had to complete manual call logging and follow-up tasks after each call. Completing these tasks increased the average handling time (AHT) an operator had to spend on each call.
Rather than rush callers off the phone, the Fintech wanted to focus on the operators’ lengthy after call work. Management sought automation that would reduce AHT and increase operator efficiency and productivity.
Solution
Contact Center Automation reduces After Call Work
After analyzing the call center AHT, WonderBotz built and deployed a Custom Automation. It tracks all the tasks performed by the operator during the call. It then updates the customer information in multiple systems automatically, including the company CRM application.
The automation reduced the amount of time spent in follow-up work by 75 seconds per call, allowing customer services representatives to preserve the high level of customer service while reducing overall average handling time (AHT). The automation created 33 FTEs of additional capacity, enabling the current call center team to serve the business’s rapidly growing customer base and save the company $2 million annually.
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