Investment Service & Ops Rationalization
Major US Based Mutual Fund Company
- All processing delays were eliminated in the input center with over 99% same day processing.
- The input center productivity improved over 30% allowing for significant new volume absorption.
- Contact Center turnaround times and first call resolutions were dramatically improved with first call resolutions going from 60 % to over 95%.
- Call times were reduced over 25%.
- Upon completion of implementation a direct expense reduction of $4.0 million was achieved along with new volume absorption over 20% and reduction of contact center calls of 30%.