Call Center Experiences Higher Call Volumes

Financial Services Company Improves Customer Care

The Challenge

The client was seeking a stronger competitive edge by improving quality, service, and productivity in all call centers, claims processing centers, and shared services offices throughout Canada.

DB&A consulting case study equity

About the Client

The client is a leading international financial services company, providing a diverse range of protection and wealth products and services to individual and corporate consumers. After an initial successful consulting project, DB&A worked alongside the Client’s front-line managers in eight additional engagements.

Financial Results Snapshot

DB&A Delivered

  • 145% of DB&A’s guaranteed ROI
  • $26.5 million total annualized savings rate
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