Client
Our client is a global leader in identity and background verification services with 5,000+ employees. Headquartered in the US, they offer comprehensive solutions including employment verification, education verification, criminal verification, drug screening, and post-hire monitoring.
Challenge
As a first-time outsourcer, the client encountered several operational challenges:
- Low-quality scores of 78.7% prevented the client from meeting production goals.
- High applicant dispute rates required excessive manual intervention, increasing costs and inefficiencies.
- Verification success rates were lower than expected.
Solution
Hexaware implemented a comprehensive solution to optimize support processes, cut costs, and improve overall outcomes:
- Cross-skilled Support Model: Combined front-office and back-office to handle verifications efficiently.
- Research Bots and Allocator Tools: Automated the discovery process and optimized task allocation based on agent skills and business rules.
- Genesys Automation: Enabled hands-free, secure data transfers, eliminating delays caused by manual processes.
- AI-powered Automation: Successfully automated eligibility verification, dispute resolution, and ticket processing, improving service quality.
Benefits
Our solution delivered measurable improvements in efficiency, cost savings, and customer satisfaction:
- Cost Savings: Enabled 30% cost reduction, saving the client USD 1.2 Mn annually.
- Increased Efficiency: +43% YoY increase in number of files closed.
- Improved CSAT: Customer satisfaction scores improved by 15% within 60 days of go-live.
- Self-service Growth: Self-service adoption increased by 20%, reducing dependency on manual support channels.
Summary
A global identity verification leader outsourcing for the first time faced delays, rising costs, and low customer satisfaction. Hexaware introduced AI-driven workflows and cross-skilled support, reducing ticket handling time by 50%, saving USD 1.2 Million annually, and improving customer satisfaction by 15% in just 60 days. This strategic transformation delivered measurable efficiency and cost benefits.
