31+
consultants deployed in <1 month
5+
language capabilities in the contact centre
87%
average customer retention rate
OWNING CHANGE IN FINANCIAL TECHNOLOGY
Our client is a market-leading payments technology provider serving over a billion customers across the globe.
The challenge:Putting the Customer First
Our client wanted to enhance their contact centre capabilities to achieve three key objectives: reducing call handling times, ensuring high adherence to service quality metrics, and improving overall customer satisfaction scores. As part of this capability uplift, they needed to optimise their inbound and outbound call processes, as well as chat and email communications with their loyalty programme customers, which included several major Australian banks. This, along with prompt issue resolution, was crucial for enhancing customer satisfaction and preserving our client’s brand reputation and revenue generation.
In addition to the complexity of the programme, our client faced challenges in their existing supply chain to quickly deploy skilled Contact Centre Consultants with prior experience and multilingual capabilities across English, Japanese, Cantonese, Mandarin, and Thai. This prompted our client to explore strategic resourcing alternatives and engage TEKsystems.
Our proposal:Multilingual Talent on Speed Dial
TEKsystems partnered with key programme stakeholders to understand the strategic roadmap for the contact centre transformation and scope their specific resourcing needs. Our ability to maximise the quality-of-hire while minimising the time-to-fill the language-specific requirements was critical.
Our Sydney-based delivery team adopted a referral-based approach using existing pools of contact centre candidates to deliver with pace and precision. With a turnaround time of 72 hours and the use of group assessments, we streamlined the entire hiring process – from consultant identification, interviews, offer management, all the way to onboarding and post-placement care. This was instrumental in saving significant time, effort, and administrative overheads for our client.
Real-world Results
Leveraging our high-quality, flexible, and cost-effective delivery methodology, TEKsystems deployed over 31 Contact Centre Consultants on-site at our client. All consultants had prior experience in enterprise-scale contact centres and met the necessary language requirements to serve our client’s diverse customer base.
Throughout their tenure, our consultants made pivotal contributions in addressing the existing capacity and capability gaps within our client’s contact centre. They streamlined operational workflows, handled call volume spikes, and improved customer service standards. By improving documentation and instilling best practices, our consultants were able to reduce response times, enhance incident resolution, and increase overall customer satisfaction. As a result, the customer retention rate increased to 87%, and the contact centre has been accredited for customer service excellence.
Following the success of our engagement, TEKsystems has been entrusted by our client to support their customer-facing application development, platform migration, operational excellence, and other flagship digital transformation initiatives.