Develop Contact Center Strategy


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.


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


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