Service Quality Improvement for One Of The Leading Banks



Client Brief:

First commercial Bank to do end to end outsource their contact center in Bangladesh. To lead the new generation of local commercial banks by excelling in customer delivery through insight empowered employees, smart use of technology and a full range of highest quality products and services are the main target of the Bank.

The Challenges:

To ensure customer satisfaction and FCR was the top priority of the client after launching the contact center. Initially it was not as per expectation but later structured SOP and proper implementation of SOP made the Service Quality at a very satisfactory level.


The Solution:

  • Design 10 days class room training with 3 days OJT to cover client specific product/process training, CRM training and soft skills training for inbound and outbound
  • Mock calls, quizzes and role plays on top scenarios are built in the training module of new joiners
  • TMT (Transaction Monitoring Tool) is used for case auditing
  • Maintaining Quality reports on hourly, daily, weekly, and monthly basis to track the performance


Call Quality accuracy score reached to 94% in 7 months’ time and it remains stable since then

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