Teams that provide client onboarding and broader client service are downstream of business and environmental influences that can cause bubbles (or peaks) of client activity. The client service team, which is staffed to handle normal daily volumes, may be caught off guard, resulting in a backlog of client requests, long client wait times, and ultimately, a decrease in the business’s ability to serve its clients.
For example, a business may have a product that is sensitive to market or economic factors, has a seasonal advertising campaign that drives increases in client activity, or is subject to other factors that influence demand. Client service teams may simply find themselves unprepared when the bubble makes it way to them.
Using OLI to identify factors that influence increased demand on client service teams and the interconnectedness across service teams focused on products, jurisdictions, or other segments, leaders can manage teams in a way that better matches client demands.
More timely client access to business products and services. Better response to client service bubbles. Reduced wait time or call abandonment during times of increased client demand. Better employee experience. Better customer experience.
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