The solution empowers call center operations by improving client interactions in real time through the implementation of leading-edge tech capabilities.

1. Call centre operations
performance improvement
Improving agent
productivity
Reducing
customer
waiting queues
Mining and
analyzing existing
customer data
Scaling up tools
to manage
performance
Designing tools
and systems to
suit frontline
needs
Performance
management
Feedback
governance
Intelligent
transaction
allocation
Instant survey
trigger—mobile
first
Demand
forecasting
work stream
Actionable
alerts and
notifications
Rich analytics
(sentiment
analysis and
word cloud)
Core
gamification
engine
Complete
gratification
loop
Context: A regional bank, with presence in
multiple countries, was looking to improve call
center operations agents by:
• Increasing payments processing
throughput
• Reducing turnaround time (TAT) and
error rates
• Driving overall agent engagement
Recommended configuration included a laser-
edge focus on metrics to deliver tangible
business impact:
• Impact metrics: KPIs — throughput (i.e.,
error-free applications processed per
agent)
• Activity metrics: key activity indicators
(KAIs) — error rates, TAT, attendance,
availability, complaints and so on
Leading-edge tech capabilities
Empowering operations to improve client
interactions in real time
Challenges faced by call center operations Case study
Accurate demand
forecasting and
capacity planning
Gamification for
incentives
Recommendation
engine
Actionable
intelligence
Activity
management via
keypad
Cognitive agents
(voice and chat)
Knowledge
management system
Client impact:
• Reduction in daily forecasting
errors, leading to cost reduction
and capacity optimization
• Shaped a heuristic algorithm by
leveraging on-call data handled to
route calls to group with right
skills and high level of accuracy
• Double-digit Increase in
productivity
Varun Mittal
Global Emerging Markets
FinTech lead
varun.mittal@sg.ey.com
Contact us
FinTech Hub
www.ey.com/sg/FinTechHub