CASE STUDY
23% AHT Reduction and Scale to 500 Agents for a Leading Regional Bank
A regional bank with over 1.2 million customers needed to scale its service and collections operation while maintaining quality. GSA BPO assumed full operational control in 90 days.
Key metrics
AHT Reduction
Agents managed
FCR achieved
Post-intervention CSAT
The challenge
The bank managed its contact center operation internally with 280 agents. The rapid expansion of its customer base and the launch of new financial products generated contact volume that exceeded installed capacity. Wait times escalated, AHT grew 18% over two quarters, and customer satisfaction (CSAT) fell below 72%.
The intervention
GSA BPO proposed a three-phase transition: first, absorb the existing team and document current processes; second, implement speech analytics across 100% of calls to identify root causes of repeat contacts; third, redesign service flows and scale the team to 500 agents in 90 days.
The results
Six months after go-live, AHT was reduced by 23%, FCR exceeded 78% (up from 61% at baseline), and CSAT recovered to and exceeded 85%. The collections operation recovered $47 million pesos in delinquent portfolio in the first full quarter under GSA management.
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