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BASELINE COST REDUCED BY 45% THROUGH END-TO-END CONTACT CENTER MODERNIZATION AND AUTOMATION LED OPS TRANSFORMATION

CLIENT

 

One of the leading global cards issuer with primary focus on US, UK and Ireland markets. Based on the success of achieved program objectives, including cost arbitrage through front office functions in the last 10+ years of partnership, client outsourced their back-office functions, enabling us to completely own the transactions end-to-end. The cards industry is going through unprecedented business and operational challenges posed by COVID – forbearance planning and subsequent collection, while adhering to evolving regulatory guidelines. Continuity of the business and business as usual customer experience were expected to be delivered.

SOLUTION

 

The bank recognized Mphasis as #1 service provider among the vendors, offering best collection center for their business. We were regarded as a partner driving some of their strategic priorities. With flexible capacity to meet client’s business requirements, we help them with -

  • End-to-end cards operation services including direct interactions with card holders – customer support, collections and card fraud management
  • Several improvement and transformation projects including fraud analytics, complaints root cause analysis and collection effectiveness programs
  • Human Bot Collaboration (HBC) which was used in cases such as account servicing, lost and stolen cards
  • Next-gen contact center solution, a consultative engagement to transform customer experience

 

Mphasis has been helping the client deal with the state of crisis by offering -

  • 100% BAU level customer experience by combining work from home and office arrangements, supported by self-service channels
  • Flexible capacity to manage volume spikes in collections and payment plans

BENEFITS

  • Baseline cost reduction of 65% by consolidating, offshoring and transforming high cost and distributed operations
  • Achieved year-on-year savings through proactively and consistently delivered process efficiency projects such as Lean, Macros
  • Complaints reduced by 20%
  • NPS improved by 10bps
  • Business continuity and improved client satisfaction score during pandemic