1 Customer
- Regional US Bank with large Retail and Commercial Banking operations
2 Business Situation
- Volume peaks and troughs, backlog of 15,000 items
- Staffing up to handle volume peaks (weekly, and during the holiday season) was uneconomical
3 Solutioning
- Utilized newly implemented check platform - created 9 different “queues” to handle the different types of requests to meet cut-off time
- Automated efficiency-enhancing tool – merge outgoing customer mail files
4 Execution
- Cross training among agents to handle volume variations
- Deployed additional resources and extended extra work hours
- Redundant operations at 2 SLK locations for BCP purposes
5 Value Delivered
Efficiently handled volume variations at no additional cost to customer
- Average +/-30%, peak almost 100%
- 15,000 item backlog cleared while increasing quality levels
Low error/ rework rate achieved
- Accuracy levels increased to 99.9875% (125 DPMO)
We had a big challenge to get caught up with the increased volume and your efforts helped us accomplish our goal
