Driving Multi-Channel Innovation and Scaling Capabilities for a Large Credit Card Company

The engagement scaled from a small team to a 550-FTE, multi-line operation within 12 months through omnichannel, digital, and workforce optimization initiatives, delivering 70% workforce retention, 61% higher cardholder retention, a 92% complaint reduction, and the highest call volume share (27%), improving both performance and customer experience.

About the Client

A leading credit card company backed by one of the world’s largest public sector banks.

Business Challenges

With a rapidly expanding customer base and rising service volumes, the client sought a trusted delivery partner to manage the growing demand efficiently.

100% increase in sales conversions. Increase in conversions from 12% to 25%.

Business Solution

IGT Solutions rapidly scaled and transformed operations through multi-channel enablement, digital innovation, and workforce optimization.

Scaled from 21 to 550 FTEs across six Lines of Business in 12 months.
Implemented an omnichannel model spanning voice, sales, onboarding, retention, and support
Deployed self-service digital kiosks to improve accessibility and reduce agent dependency
Enhanced workforce stability through improved hiring and government employment programs

Business Results

70%

workforce retention achieved

61%

cardholder retention improvement

92%

complaint reduction

27%

highest call volume share

Tools Partner

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