Enhancing Service Quality And Delivering Operational Excellence For A Fintech Company
CASE STUDIES
A fintech company offering on-demand pay solutions needed a reliable partner to improve service efficiency. We implemented a 24/7 support system with BFSI-experienced agents, AI-driven technology, and a digitized knowledge base. This resulted in a 75% increase in first-contact resolution and a reduced average handling time (AHT).
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About the Client
The client is a leading fintech company that provides on-demand pay solutions. These solutions let employees access their earned wages before payday, giving them more financial flexibility.Business Challenges
The client needed help meeting growing demands for personalized interactions while avoiding overburdening internal teams. They required a partner to deliver efficient, high-quality, compliant solutions leveraging data and AI. Dissatisfied with their previous provider's inability to manage back-office operations and peak-hour demands, they struggled with inconsistent service quality. Seeking a streamlined, hands-off management approach, they needed a partner with expertise, efficiency, and reliability to improve service quality and operational effectiveness.Business Solution
To enhance service quality and efficiency, we provided a 24/7 support solution across Voice, Chat, and Email channels, ensuring flexibility for peak periods. By refining the hiring criteria with the client, we quickly onboarded BFSI-experienced agents. Technology enhancements included a digitized knowledge base and AI-driven quality audits to improve accuracy and performance. Our team measured success through KPIs like CSAT, AHT, and ASA, exceeding expectations to meet the client's operational goals.Business Results
0%
Enhanced customer resolution rate on first contact
0%
Exceeded delivery target
0%
Adherence to Schedule (ADH)
Reduced
AHT
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