Operating costs slashed 30%-50%, productivity doubles for banking firm

Innovative quality assurance tools and efficient protocols improve the customer experience

Operating costs slashed 30%-50%, productivity doubles for banking firm

Innovative quality assurance tools and efficient protocols improve the customer experience

30%-50% reduction, operating costs

100% productivity increase

2M+ transactions processed annually

The challenge

A leading U.S. bank lacked a well-defined quality process and inefficient back-office operations created a poor customer experience. At a time when consumers very easily switch from one banking institution to another, the issue became a top priority.

Our solution

TTEC developed a portfolio of quality assurance tools including a Quality Monitoring System and Variance Tracking Tool to enhance performance in the Shareholder Services division of the investment firm.

These internal tools involved a wide variety of support services including, sale, and transfer of shares; issuance of stock certificates and tax documents; Social Security Number (SSN) certification; account certification; dividends; check replacements, and more.

Quality assurance scansheets were overhauled and we implemented a governance cadence to drive results.

The results

Productivity improved 100% and operating costs were cut at least 30% and at times, reduced by half. All service levels were met or exceeded since inception.