The retail bank operated several call centres to service its core retail customer base. This covered standard telephone banking activity such as managing account enquiries, assisting with money transfers, setting up or cancelling direct debits, handling complaints and so on.
Managing ﬂuctuating call volume was an ongoing challenge for the bank with Mondays and Fridays being particularly busy days. Call volume was also higher at the beginning of the month when people got paid and at the end when they were most likely to go overdrawn.
The bank’s resourcing operations could not cope with the varying call volume patterns as their contact centre staﬀ worked a standard 7.5 hour shift. This aﬀected the bank in two ways: it did not have enough people to answer the phones during busy periods, while at quieter times the bank was burdened with paying employees who had nothing to do.
The result: poor customer satisfaction and high costs.
The bank turned to Firstsource for a ﬂexible staﬃng solution. It wanted the ability to vary the number of people working in its call centres each day – based on call volume forecasts. It also wanted Firstsource to be responsible for hiring, training and managing people, and be accountable for their performance.
Firstsource currently manages the entire employee journey for the bank – from recruitment advertising, assessment, hiring, screening and induction to training, onboarding, ongoing coaching, performance management, payroll and beneﬁts. The bank provides the call centre infrastructure and IT systems but is not involved in the direct management of employees. This allows their senior teams to focus on high value, strategic activities.
On any given day, Firstsource deploys 100 to 200 people in the bank’s call centres. Associates work an average of 37.5 hours a week, but depending on call volumes across the month, hours can ﬂex up to 45 or down to 32 in any given week. Daily shifts can vary from 6 to 10 hours to match call volumes across the week.
Firstsource’s ability to deliver results has strengthened the partnership, doubling the scope of the relationship over the past ﬁve years.