CASE STUDY | BANKING AND FINANCIAL SERVICE
Delivering on Service Levels through Analytics
BACKGROUND
For over 15 years, Inspiro has been the trusted CX provider for a prominent bank in the Philippines.
Our dedicated team of customer service champions expertly manage our client’s inbound customer services hotline and valued cardholder relationships.
STRATEGY
To efficiently support our client’s extensive customer base, we incorporated a state-of-the-art workforce analytics and productivity monitoring tool designed to enable team leaders to gain valuable insights into how agents spend their time, allowing us to optimize service levels consistently.
IMPACT CREATED
5.38%
increase in productive hours
62%
reduction in idle time
OUTCOME
We delivered notable results:
- 5.38% increase in productive hours
- 62% reduction in idle time
- Improved coaching quality and results
