The challenge

A leading 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; national identification number 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.

The client was pleased that improved QA protocols not only benefitted operations but improved the customer experience. “Our company has experienced gains in quality and productivity as much as 100% in some areas,” our banking client said. “The benefits have been a significant contribution to the operations I manage from a client service and profitability perspective.”