Financial Enterprise Revamps Call Centers for Operational Efficiency

The financial services enterprise is a top ten issuer of MasterCard and Visa credit cards in the United States. The call centers were experiencing difficulty handling the approximate 1.3 million calls per month. As call volume continued to increase, agent headcount, processes, and systems were not keeping pace. As a result, customers were experiencing long hold times, the number of dropped calls was escalating, and both customers and agents were experiencing frustration. The company asked Verizon Business Contact Center Solutions (CCS) Consulting Services team to evaluate customer contact performance in all 3 locations, and provide and implement recommendations in one of the locations. During the engagement, Verizon Business consultants and the managers of the three sites successfully implemented schedule changes at all three sites.