Outsourcing Care Without Compromising Quality: Standing Up a Scalable Customer Experience Model for a Growing Digital Bank

Client

A leading digital bank

Service offering

Business Process Solutions

practice

Omnichannel Customer Care

Pain points

Challenge

A leading digital bank providing personal and business banking solutions struggled to deliver a consistent, well-supported customer experience. The organization’s support model offered limited functionality, revealing gaps that led to repeated errors and underscoring the importance of written policies and procedures. As the bank scaled, it layered on additional software to keep pace with growing volume, but the underlying agent support model never caught up. The gaps grew more prominent across the operation:

• Manual Quality Assurance (QA) limited reporting visibility and lengthened task times, making performance difficult to measure.
• Unfiltered call routing created a bottleneck as customer support could not sort incoming calls by trained skills.
• High call volumes and long wait times strained staffing schedules and agent availability.

The bank had never outsourced customer experience, and it held firm to one principle: customers must feel cared for, and their concerns must be fully understood. Provalus was entrusted to stand up a fully functional customer experience solution.

Provalus engaged

Solution

Provalus began by assessing documentation and quality, recreating the bank’s QA process and agent stat tracking. All Provalus agents are 100% dedicated to the client and are thoroughly trained before and during the engagement, creating a better understanding of the customer and enabling quick response to growth and call volume. All services were delivered in line with the client’s specific, banking-related regulatory compliance and communication requirements. Standing up a consistent, high-quality customer experience model included:

• Created an automated QA call review form and Excel tracker to cut repetitive manual entry.
• Matched agent skill to queue complexity, using overflow routing to maximize efficiency during peak demand, providing Hypercare resources throughout the engagement to flex and scale with the client’s evolving needs.
• Adjusted schedules and headcount to ensure customer satisfaction and support after-hours coverage.
• Reorganized support chats and channels to improve issue tracking and team support.
• Partnered with the client as they pilot AI solutions to streamline processes and improve operations.
  

successful improvement

Impact

The client’s partnership with Provalus matured from a pilot program into a trusted, scalable, high-performing customer support operation centered on customer experience and operational efficiency. Provalus expanded operational capabilities through several training classes, enabling support for specialized queues, casework, leadership tasks, and extended coverage, with performance quickly stabilizing above the 80% target following each onboarding cycle. Regular maintenance meetings track activities, action items, and credentialing, with knowledge management, quality assurance, reporting, and technical support added as needs emerge. The improvements the client saw most clearly include:

• Automated data capture reduced QA review time and improved visibility into agent performance.
• Higher complexity calls reached specialized agents with the skills to complete them efficiently, lowering queue wait times.
• Queue optimization and simplified menus accelerated call resolution and increased overall total engagements.
• Maintained broad coverage and peak support while enabling national coverage across time zones and reducing overall costs.
• Expanded tool use improved visibility into support and training needs and reduced hold times by adding resources agents can rely on.