|
Industry
|
Financial services
|
|
Solutions
|
Business process outsourcing (BPO)
|
|
Geography
|
Philippines
|
|
Department
|
Retail banking, credit card sales and customer service, fraud / risk management and home lending
|
|
Results
|
- Ramp-up of a large-scale offshore outsourcing program in record time
- Streamlined processes and optimized BPO operations
- Industry-leading customer service
|
The client
The client is a Fortune 50 company providing a broad range of financial services worldwide. The company operates in six segments: retail financial services, card services, investment banking, commercial banking, treasury and securities services, and asset management.
Business challenge
|
Aegis has a successful history of partnering Fortune 500 financial services companies.
|
|
|
In 2006, one of the largest financial services companies in the global banking industry had the challenge of outsourcing large-scale and highly complex service operations for retail banking, credit card inbound sales and customer service, and fraud / risk management. The financial services firm required a strategic outsourcing partner with in-depth industry expertise in financial services, with the ability to transition and transform existing business processes across the organization. As the program also called for an aggressive ramp-up of operations, it was critical for the outsourcing partner to use a sophisticated approach in hiring the right people and providing early-stage and ongoing training and seamless transition and implementation on a large-scale, without any disruption to the company’s business operations.
The solution
To prepare for a large-scale and rapid ramp-up of operations, Aegis developed a strategy to plan out every detail of the transition and implementation. Aegis utilized a seasoned recruitment team to profile and hire highly skilled agents with the appropriate college education and professional background for financial services. Throughout the entire ramp-up phase, Aegis systematically tracked and documented all supervisory tasks around coaching and mentoring, and used this information to build a robust and effective training program. Top-performing agents became ‘leading sales coaches,’ sharing best practices to maximize the customer experience and encourage continuous improvement. In order to transform and streamline operations, Aegis used an extensive account ‘playbook’ to document and optimize all processes, and initiated a performance enhancement project (PEP) for ongoing improvement. Aegis tracked management deliverables, developed an understanding of reporting needs, created templates, set timelines, and standardized operations to maximize the efficiency of managers and supervisors. Results and key benefits
 Aegis understood our objectives and was instrumental in helping us achieve industry-leading customer service levels, high sales conversions and significant cost savings. |
From the initial implementation process, Aegis demonstrated its superior capabilities and commitment to being a strategic outsourcing partner. Aegis ramped up services for retail banking from zero to over 1,000 retail bankers in less than nine months in the Philippines for support in English, and added another 450 retail bankers in Costa Rica for Spanish and bilingual support in less than four months. For credit card sales and service, fraud and risk management, and home lending, the Aegis team ramped up from zero to over 900 agents in the Philippines and Costa Rica in less than five months. These ramping up schedules were supported by a strategic partnership with the client and built with a comprehensive global service delivery network designed to integrate the client’s systems and the Aegis network and CRM platform. | Key benefits: | | Industry-leading customer service across the board in retail banking, card services and home lending. | | Streamlined processes resulting in world-class BPO operations. | | Reduced expenses related to call center technology and development costs. | | Flexibility in service delivery through innovative services such as a bridge space for a captive center. |
Since the initial launch in 2006, Aegis has become the client’s BPO partner of choice. The Aegis team has continued to meet and exceed the client’s service delivery performance and customer satisfaction records in sales and customer service on a consistent basis.
|
