A leading financial institution was looking to re launch a credit card and required additional contact centre capacity to compliment their existing contact centre network. The additional peak seats requirement totalled 250 with a deployment timeframe of 6 weeks.
Following an exhaustive tender process, Service Stream Solutions was chosen exclusively to provide the additional capacity because of its experience and skills in recruitment, people management, training and IT integration. Service Stream managed the end-to-end solution of the additional capacity and was able to provide focus on skill sets as diverse as activations, customer care and cross-selling. Service Stream's Contact Centre site allowed facilities to be used on a flexible basis when required for different functions, from live production to permanent training areas. Being part of a virtual contact centre network meant that roster adherence, flexibility, and retention strategies were vital for the success of the project.
Service Stream, in partnership with the customer, provided the capacity, IT infrastructure and integration to ensure that all KPIs and SLAs were achieved as agreed. The project was a great success, as supported by the customer feedback below:
"Service Stream is considered a strategic partner due to their ability to respond quickly, work within a dynamic and changing environment and provide a customised solution"
"It's Service Stream's ability to be a flexible and scalable supplier that sets them apart. Service Stream have consistently demonstrated their understanding of our requirements in the Australian market"
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