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HANDLED SUDDEN HIKE IN BUSINESS VOLUMES DURING PANDEMIC, MANAGING END-TO-END CONTACT CENTER OPERATIONS

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CLIENT

 

One of the top 3 banks in the US, providing banking, investment and mortgage products and services. The client needed a solution to handle sudden spike in the business volume resulting from high unemployment rate due to COVID-19 forbearance and mortgage market conditions in the US. They estimated to have 1 million or 20% of all forbearance markets and were looking to ramp up 1,600 experienced mortgage operations resources and a business solution to assist customers with payment assistance during pandemic. They wanted to manage end-to-end process for COVID-19 forbearance, underwriting, funding, closing, repayments, deferrals and loan modification processes.

SOLUTION

 

Today, Mphasis is an essential part of the clients’ growth journey. We helped them in -

  • Ramping up to more than 1,600 resources within a span of 2 calendar months (including highly skilled 600 contact center support agents).
  • Setting up 'Work from Home' agent capacity with a concerted effort across technology, security and human resource teams.
  • Shipping and setting up laptops/computers at home, with networking, security and agent management systems, established for 1600 FTEs in 45 to 60 days.
  • Providing virtual training model, which was tried and applied for the first time to a large-scale project.
  • Deploying deep domain expertise in end-to-end mortgage operations, delivering highly regulated scope through state specific mortgage licenses.
  • Managing end-to-end processes – COVID-19 forbearance, repayment, deferral and loan modification.
  • Co-creating solution that is highly customized to business challenges and meets client timeline and budget.
  • Setting up operating model to handle volume variations and business growth.

 

BUSINESS DELIVERED

600 Contact Center FTEs growth (net) in 4 months, in the backdrop of wage increase

Exceeded all parameters and SLAs of implementation as well as current BAU

Ramped up to more than 1600 employees in 60 days

Achieved more than 98% of SLAs on all KPIs

Cultural alignment and knowledge management, which is an essential catalyst to support growing business through various programs