Overview
The client is a leading credit rating agency in the US and provides business intelligence services in more than 24 countries worldwide. It enables businesses to manage financial risk and capitalize on market opportunities. The client's consumer relations operations are based out of 3 centers of which Intelenet is the only facility outside the US .

Business Case
Initially 33% of consumer calls (data and voice) were outsourced to Intelenet. A new regulation requiring credit rating agency to provide free credit information has increased transaction volumes, thereby increasing operating costs of the client. The client therefore outsourced these processes to minimize operating costs.

Due to the global nature of the client's activities, the client required two shifts during business hours to accommodate customer zone timings. The client required very high security compliance and security standards and a quick turnaround time. The minimum requirements of the client were:

	Intelenet was to process 100 % of the written requests of disclosure/ disputes
	Resolution of queries was to be done as per FTC guidelines
	The process had to comply to the Fair Credit Reporting Act (FCRA) and the Fair and Accurate Credit Transactions Act (FACTA)
	All FTEs had to be FCRA certified

Intelenet's Solution
Intelenet focused its solution on two levels - Technology and People .

The FISH Sigma framework was used for Efficiency and Effectiveness measurements. The process was transitioned in phases to optimize knowledge transfer.

A direct dial-up link was established between Intelenet and the client facilities and an imaging solution was deployed at the client end for scanning documents. A COPC-compliant workflow solution was designed in-house and deployed. Calibration tools, mail groups, parameter error trackers, instant messengers for point-to-point conversations, and the NICE logger for call recording, evaluation, online monitoring facility, were some of the systems implemented to obtain optimal performance.

All the FTES had to be FCRA certified. The performance of the team was continuously monitored and improved upon by implementing various measures. These included performance measurement systems, leadership development programs, team building exercises, internal growth opportunities and cross-functional and location moves.

Business Value

	Implementation of the customized and improved workflow solution resulted in a decrease in the number of FTEs required. Thus, a 10% agent-wise productivity was passed on as a direct benefit to the client
	Productivity SLAs have been surpassed by 10%
	Aggressive transition timelines were achieved successfully by a 930% increase in the number of FTEs in just 10 months
	A workflow solution was designed in-house and deployed resulting in tangible benefits
	The project today includes 100% call volumes (inbound customer service) for disputes and disclosures
	The Intelenet team has been on par with the US center in terms of quality
	The no-paper policy led to complete digitization and ensured robust security