Improve customer experience with Virtusa's Contact Center Transformation

Banks worldwide receive numerous calls from customers seeking emergency loans, payment deferrals, mortgage holidays, and more. While handling the increased volume of calls, the contact center team struggles to retain the quality of human interaction and maintain positive customer relationships. Moreover, contact center and branch service reps deal with inefficient application stack leading to attrition and longer Average Handle Time (AHT) for the customer.

Contact centers are moving from cost centers to strategic assets for the organization.

Virtusa's contact center transformation understands the current KPIs for infrastructure, people, automation, and innovation and sets a benchmark against "best in class" for industry and peer groups. We offer detailed data-driven gap analysis and a roadmap to reach the organization's target state via matrix-driven scorecards. We are equipped with a contact center maturity framework to assess the baseline and identify the target state.

Key features

Virtusa's full-service offering for contact center transformation is a process led by our optimal approach across the following levers.

Operational Metrics & KPIs

  • Assess the statistical performance of the contact center
  • Compare against industry and peer groups to identify performance gaps
  • Calculate effectiveness and efficiency scorecards
  • Conduct root cause analysis and mitigation strategies
  • Track outcomes across channels and journeys

CX & Process Consulting

  • Customer and agent experience management
  • Business process and customer/agent journey optimization
  • CX maturity assessment
  • Define omnichannel digital strategies
  • End-to-end transformation (people, process, and technology)


Technology Consulting

  • Audit current technical stack and implementation gaps 
  • Architecture assessment and recommendations
  • Optimize network and bandwidth dependencies
  • Identify challenges through agent shadowing
  • Recommend platform and cloud migration path
  • Build or buy AI or automation toolkits.


Key benefits

Virtusa brings an expedited discovery and assessment across
your organization's lines of business. 

With Virtusa's recommended strategies, banks can achieve:

  • Improvements in CSAT and revenue as well as ESAT and OpEx
  • Higher efficiency and quality engagements through an omnichannel high-touch experience
  • Envision a future-enabled architecture that is flexible, loosely coupled, easier to maintain, and enables business agility
  • Opportunity to reduce cost and risk by creating an agile SDLC framework with measurable improvement in velocity and quality
  • Significant improvement in contact center KPIs (AHT, ASA, RFT, error Rate, repeat calls, training time, headcount, cost, etc.)

Success story

Major US-based bank implements Virtusa’s Contact Center Transformation to enhance customer experience

One of the largest credit unions in the U.S. was looking for a reliable and advanced customer service platform to keep up with the current times. Virtusa helped the bank become more efficient and robust, increase revenue, and improve customer experience.


Find out what Virtusa can do for you

To speak to our expert, please get in touch with us.