Develop Contact Center Strategy

Client

 An $18 Billion U.S. financial institution

Project Goals

The company was aggressively growing its consumer mortgage organization primarily through acquisition. Over a two-year period the company made three strategic acquisitions which resulted in five loan sales and support operations in three different states, each with multiple contact centers. Management desired to improve the efficiency and effectiveness of the contact centers.

Deliverables

The project delivered a current state analysis, a proposed state, and implementation plan for the contact center function covering:

• Organizational size and structure
• Contact center technologies, both application and infrastructure
• Contact center processes and metrics

Results

Management embraced the project’s findings and initiated the recommended implementation plan. During the twelve- month period following the project the company took the following actions:

• Consolidated into three contact centers, which reduced cost by 25%
• Restructured the compensation model to standardize performance incentives across the organization
• Standardized the criteria for evaluating individual and group performance across the entire organization
• Selected the legacy application from one of the recently acquired companies to be the application standard for the new national operation
• The new organization met or exceeded all of its performance goals