Fortune 500 Contact Center Transformation
Global Financial Services Company
The Challenge
Legacy contact center systems were creating poor customer experience and driving operational costs through the roof.
Specific Pain Points:
- Customer satisfaction scores had declined 15% over two years
- Average handle time exceeded industry benchmarks by 40%
- Agent turnover was 45% annually due to outdated tools
- Siloed systems prevented unified customer view
- Manual routing led to frequent transfers and repeat contacts
The Solution
Rashan Thompson led a comprehensive contact center transformation combining AI-assisted routing, unified agent desktop, and predictive analytics.
Approach:
Conducted stakeholder interviews across 12 business units to understand pain points
Designed unified agent desktop consolidating 7 legacy systems
Implemented AI-powered intelligent routing reducing transfers by 60%
Deployed predictive analytics for proactive customer outreach
Led change management initiative reaching 2,000+ agents across 8 locations
Established continuous improvement framework for ongoing optimization
Technologies Used:
The Results
NPS Improvement
Net Promoter Score increased from 22 to 62
Cost Reduction
Annual operational savings of $12M
FCR Increase
First Call Resolution improved from 65% to 85%
AHT Reduction
Average Handle Time reduced from 12 to 8 minutes
“Rashan didn't just implement technology -he transformed how we think about customer service. His ability to align technology with business outcomes while bringing our teams along was exceptional.”Chief Customer Officer
Fortune 500 Financial Services
Key Takeaways
What can other organizations learn from this transformation? Here are the key insights that apply beyond this specific engagement.
Technology transformation requires equal investment in change management
AI augments agent capabilities rather than replacing human judgment
Unified customer view is foundational to experience improvement
Continuous measurement enables rapid iteration and optimization
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