Introduction
Discover the strategic partnership between LTS and a leading international bank, as they tackled critical challenges during a major merger and customer service expansion initiative. During a major merger, the international bank faced significant challenges in managing the increased volume of customer calls. Their service levels dropped, and call handling times exceeded acceptable thresholds, risking customer loyalty and satisfaction. To address these issues, the bank needed to hire a large volume of customer service agents proficient in English, capable of working flexible shifts, including weekends, within a very tight timeframe. Join us as we explore this collaborative journey of partnership, problem-solving, and proficiency in the banking customer services sector.
Background
Client: Finance Services
Industry: Banking
In collaboration with a prominent financial institution, Language Talent Solutions (LTS) effectively addressed significant staffing challenges within the dynamic realm of banking operations. Confronted with fluctuating demands and the necessity of sustaining high-quality customer service, LTS developed a tailored solution.
This included a customized workforce strategy, rapid talent development utilizing an extensive network of banking professionals, and scalability through contract staffing. The stringent screening process ensured that contract staff met the bank's high standards, resulting in notable improvements in customer service and operational efficiency. Consequently, the bank managed seasonal fluctuations more effectively, optimized staffing levels, reduced administrative burdens, and maintained regulatory compliance. Despite these challenges, LTS successfully navigated the complexities of the project. By implementing a flexible staffing model and a robust support system, LTS ensured that their interpreters could meet the fluctuating demand while maintaining high service quality. This project not only showcased Malaysia's ability to manage complex and unique projects but also highlighted its commitment to maintaining high standards of service quality and operational efficiency.
The Solutions
Customized workforce strategy:
LTS collaborates closely with Talent acquisition, Operations manager, and Human Resources to understand their unique staffing requirements, patterns, and operation demands.
Quick Talent Development:
LTS leveraged its extensive network of experienced banking professionals and provided rapid access to qualified candidates, including banking graduates, customer service representatives, and loan offices.
Scalability:
LTS contract staffing solution allowed the client to flexibly scale their workforce up in response to their merge and changes in branch activity, ensuring optimal staffing level during peak and off-peak times.
Quality Assurance:
We maintained a stringent screening process to ensure that contract staff possessed the necessary banking expertise, compliance knowledge, and customer service skills to meet the bank's high standards.
Regulatory Compliance:
Our agency assisted with ensuring that contract staff adhered to banking regulations and requirements.
Results
Boost in CSAT
The client achieved significant improvement in customer service and operation efficiency.
Optimized Workflow
Enhanced Customer Satisfaction: Banking customers experience reduced wait time and improved customer satisfaction due to optimal staffing levels.
Reduced Cost & Fluctuations
The bank effectively managed seasonal fluctuations, saving costs during slow periods and ensuring ample staff during busy times.
Improved Compliance
Streamlined Hiring and onboarding with Strong Compliance: The bank maintained a strong compliance record while reducing the administrative burden of hiring and onboarding staff.
