Transformation Results
Real world results achieved with our guidance;
drop in unbilled revenue
Reduced incorrect pricing to merchants
£600K
printing cost reduction
£1.2M
additional revenue through new service development
Reduced Cost of Poor Quality
reduction in time spent on admin
Reduction in Aged Authored Contracts from
16% to 10%
Reduced cost (~$2M),
increased Revenue (~$5.7M)
and EBITDA (~$3.7M)
reduction in failure demand
20-60%
reductions in Cycle time and Unit time
reduction in “chaser” calls
reduction in unbilled lines/month
Reduction in admin
from 41 seconds to 30 seconds per call
improvement in Satisfaction with Agent scores
reduction in Customer Complaints
reduction in Customer Handoffs
Queries answered within our SLA improved
from 74% to 90%
Incoming e-mail redirection reduced
from 11% to 3%
Query processing time reduced by >15%
reduction in process cycle time
Shorter call handling enabling
11 FTE headcount reduction
reduction in unauthorised overdraft levels
Ontime payment up from
57% to 77%
reduction in man-hours of effort used in a process
Additional benefits
- Reduced staff turnover
- Improved staff morale
- Increased employee satisfaction and commuications
- Call Centre optimisation
- Reduced non-value add time for advisors
- Improved client contact
- Reduced corrections
- Reduction in unrecovered debt
- Reduced Cost of Capital
- Improved Helpdesk Capacity and response speed
- Development of ongoing capability and flexibility
- Improve reporting, business intelligence, governance, control cost allocation
- Huge increase in ability to meet and maintain process SLAs
- Potential for significant New Business premium from reduced Sales team admin time
- Increased bandwidth to service new accounts
- Improved staff FX knowledge
- Reduction in manual adjustments
- Identification of profitable and nonprofitable FX conversions to be brought in-house
- Enhanced data confidentiality
- Better interaction with the Sales team regarding pipeline of members and clients
- Improved approval process and clearer understanding
- Reduced dysfunctional customer behaviour
Learn More
Find out more about how Catalyst can help your business achieve real-world results like these. Download our Prospectus and get in touch to discuss your needs in detail.
