Client Background

Following an acquisition of a competitor, a leading national financial institution, subsidiary reorganizations created the Direct Financial Solutions (DFS) group. For the financial advisors who provide phone and internet services to affluent and mass market customers, DFS is responsible for running and managing the direct channel support functions for mass market investments strategy, self-directed brokerage, remote sales, phone and email service utility, and investment Internet and contact center platforms.

The DFS reached out to Pactera to request support in implementing the integration changes.Pactera provided DFS with experienced Program Managers to manage the transition of the legacy East/West Call Center operations along with providing strategic and tactical support for the resulting organizational changes.

Business Challenge

The client needed to integrate various contact center sub—teams to enable the Sales team to operate as a cohesive line of business. They also needed to implement the technology required to support the newly integrated Sales team, including desktop hardware, image/applications, telephony software, phones, call routing, call recording, and workforce management capability. Lastly, they needed to roll out training, communications, and a support model with no disruption to client and prospect call experience.

Pactera Solution

Pactera provided a team of consultants to manage the overall project delivery, including leading the user acceptance testing. Pactera led all project management activities, coordinating all meetings and communications with business and IT leaders. In addition to coordinating training activities, Pactera developed all job aids and quick reference guides for new technology and procedures for the user groups.

Results & Benefits

As a result, calls are routed to the correct representatives who have the most accurate information, reducing the risk of increased call volumes and wait times for clients. Improved call efficiency and customer experience, ultimately reduced lost rollover opportunities to IRA products and promoting asset retention. Supervisory tools for workforce planning, management, and reporting were improved.

 

Technologies Used

CRM, Genesys Call Parking, and Universal Softphone were the impacted or leveraged systems on the project. Pactera managed the 23 work streams delivering the business process changes required to integrate the DFS Contact Centers together with the supporting middle office changes. These efforts resulted in a change to the contact center business model by adding banking services and employees. This involved the planning and delivery of a major technology effort that migrated the call routing and underlying technical platform from banking contact centers to the brokerage contact centers, including the associated desktop workforce management and reporting changes.

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