- Finance
Regional U.S. Bank modernizes customer support operations
From a Zelle-only support scope to an expanded multi-line-of-business support.
The Challenge
Since 2020, Atento has partnered with a U.S. bank to modernize its customer support operations. The relationship began with a Zelle-only support scope, and as performance and trust grew, the bank expanded the partnership into broader, multi-line-of-business support, while also managing high volumes and mission-critical customer interactions during key operational changes (including a core conversion).
Strategy
To support the expansion and modernization, Atento helped the bank evolve its operating model and strengthen key support capabilities:
- Expanded scope: from a Zelle-only team to full multi-LOB support
- Redesigned IVR + back-office: to reduce response times
- Centralized support for high-risk account updates: via FPU agents
- Accelerated digital responsiveness: through a stronger social and digital care model
- Scaled multi-channel operations: supporting high-impact processes including voice, back-office, and digital care
Results
- 47 agents supporting the bank / financial services
- CSAT: 92%
- Backoffice SLA improved: from 24+ hours to ~4 hours
- 247K+ calls handled in a peak month during the core conversion
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