KPI Focus: AHT, FCR, CSAT, SLA
The Situation
A financial services organization needed tighter control over secure servicing workflows, especially for escalation-sensitive cases where timing and policy adherence were critical.
What Wasn’t Working
- Policy-driven requests were handled inconsistently.
- Fraud-adjacent cases were not escalated fast enough.
- Reporting lacked clear ownership signals for governance reviews.
What We Changed
We implemented a governance-first support model:
- Controlled routing by service type and risk class.
- Defined escalation ownership and response windows.
- Reweighted QA scorecards toward compliance-critical behaviors.
- Added weekly reviews for unresolved high-priority cases.
What Happened
The team improved both speed and control.
- Unresolved secure-case aging improved by 31%.
- Compliance QA adherence reached 96%.
- First-response SLA attainment increased by 22%.
The client now uses this framework as a core operating standard.
A Real Moment From the Engagement
One operations review showed that secure-case delays were rarely due to effort, but to unclear ownership at escalation boundaries. Tightening that handoff made a big difference.
Before vs After (Operationally)
- Before: Risk-sensitive requests waited too long for specialized review.
- After: Case ownership and response windows became predictable.
What Changed for the Team
Teams reported stronger confidence handling sensitive requests because policy expectations were easier to apply consistently.
Constraints We Worked Within
- Limited time to redesign workflows without disrupting live service.
- Existing tools and reporting structures that could not be replaced immediately.
- Need to improve performance while maintaining day-to-day SLA commitments.
Tradeoffs We Made
- Prioritized highest-impact workflows first instead of trying to fix every queue at once.
- Chose repeatable process controls over one-off optimizations.
- Deferred lower-priority enhancements until baseline stability was proven.
If We Were Starting Again Today
We would still start with ownership clarity and a fast governance cadence, but we would add earlier frontline shadowing in the first two weeks to accelerate practical workflow adjustments.