A financial technology firm providing on-demand payment solutions sought a dependable partner to enhance service efficiency. We established a round-the-clock support system staffed by agents with BFSI experience, integrated AI-driven technology, and created a digitized knowledge base. This led to a 75% improvement in first-contact resolution and a decrease in average handling time (AHT).
About the Client The client is a prominent fintech organization that offers on-demand payment solutions. These solutions enable employees to access their earned wages prior to payday, thereby providing them with greater financial flexibility. Business Challenges The client faced challenges in addressing the increasing demand for personalized interactions while preventing the overloading of internal teams. They sought a partner capable of delivering efficient, high-quality, and compliant solutions that utilize data and AI. Discontent with their previous provider’s failure to manage back-office operations and peak-hour demands, they encountered issues with inconsistent service quality. In pursuit of a streamlined, hands-off management strategy, they required a partner with expertise, efficiency, and reliability to enhance service quality and operational effectiveness. Business Solution To improve service quality and efficiency, we implemented a 24/7 support solution across Voice, Chat, and Email channels, ensuring flexibility during peak periods. By refining the hiring criteria in collaboration with the client, we swiftly onboarded agents with BFSI experience. Technological improvements included a digitized knowledge base and AI-driven quality audits to enhance accuracy and performance. Our team evaluated success through KPIs such as CSAT, AHT, and ASA, surpassing expectations to achieve the client’s operational objectives.