Omni Partners with Leading Fintech Company, to Scale 800 Workers in 4 Weeks
Learn how Omni was able to onboard 800 workers in just four weeks, enabling Omni's Fintech partner to meet their service level commitments.
800
Workers
4 weeks
Launch
Reduction
In Average Handle Time
The Company
Fortune 500 Company Offering Financial Products and Services
A Fortune 500 Fintech company that offers a wide range of financial products and services, had too much volume and not enough headcount. They needed scalability and they needed it quickly. Their existing model with their incumbent BPO did not provide them the necessary room to grow to provide excellent service to their client’s customers. In partnership with Omni, we were able to onboard 800 workers in four weeks, enabling them to meet their service-level commitments.
The Fintech Company provides financial software, services, and business solutions around the world. According to the company, more than half of the world’s wealth is managed by its systems. They continue to rapidly grow its footprint, recently announcing expanded services in the United Kingdom and new offerings in South Korea.
The Challenge
The Need to Scale Rapidly to Meet Call Volume Demands
As a thriving company with clients around the world, they realized that its existing customer service model did not allow for rapid scaling. They were experiencing large call volumes with one of their program and did not have enough headcount with their existing BPO to manage the influx, nor were they able to ramp quickly enough to fill the need.
"We have been working with Omni Interactions since 2020 to help support the increased volume for our inbound call center. The service Omni has provided over the past 3 years has been an asset. I highly recommend their call center offerings."
How Omni Responded
Omni Sourced 800 Professionals in Just 4 Weeks
Omni jumped at the chance to assist this world financial leader. After gaining a clear understanding of their needs and expectations, the Omni team went to work. Within four weeks 800 workers were sourced, background checked, and certified to manage the volume of incoming calls.
As part of the implementation, the teams engaged to transfer knowledge on the program. Omni then provided certification to all of its incoming frontline workers. The first group was certified within two weeks of the project’s start. IT and Quality testing was also provided to ensure that exceptional customer support was provided securely.
The Results
Omni Meets Average Handle Time (AHT) Target in 3 Weeks
The success of this program is a testament to a strong and very nimble partnership with this client. Only three weeks into the program Omni achieved its AHT target, while reducing transfers week over week. By week eight, the program was fully staffed and providing world-class services to their customers. What was to be a two-month contract has turned into a strong continuing partnership with Omni managing other programs.
Why Omni for Financial Services?
25%+
Total Cost Savings
43,725
COMMUNITY OF Financial Service WorkerS
800
Workers Ramped In 4 Weeks
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