Case study · Financial Services

Calls answered on time 98–99% of the time for a payment network

Strict targets, a complex process and unexpected resignations, yet our team kept every key number above target.

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Top result

98–99%

of calls answered on time, against a 97% target

Payment network operatorClient name kept private
Industry:
Payments & financial services
What we ran:
Customer support
Team based in:
Sri Lanka

  • <1%

    of callers hung up (limit: 3%)

  • 97%

    quality score (target: 90%)

  • 3–5 min

    average call time, kept steady

Overview

Payments customer support, explained

In payments and financial services, customers expect quick, accurate answers, and support teams work to strict targets for speed and quality.

Activ8 Asia runs customer support for a payment network operator. This case study shows how backup agents and ongoing coaching kept every key number above target, even when some new agents resigned.

Key takeaways

  • Activ8 Asia runs customer support for a payment network operator.
  • 98–99% of calls were answered on time (target: 97%).
  • Fewer than 1% of callers hung up (limit: 3%).
  • The quality score reached 97% (target: 90%).

Before and after

What changed, in numbers

Before, or the targetWith Activ8 Asia

  • Calls answered on time

    Higher is better
    Target
    97%
    Achieved
    98–99%

  • Quality score

    Higher is better
    Target
    90%
    Achieved
    97%

  • Callers who hung up

    Lower is better
    Limit
    3%
    Achieved
    <1%

The full story

The problem, what we did, and what happened

Here is the problem the client faced, what we changed, and the results.

01

Customer Support

Keeping service high, even when team members left.

The challenge

  • Some new agents resigned while still learning a demanding process
  • Tough targets: 97% of calls answered on time, under 3% hang-ups and 90% quality
  • Call times and training needs were challenging at the start

What we did

  • Kept trained backup agents ready, with regular guidance and cross-training
  • Gave ongoing coaching, so knowledge stayed in the team

The results

  • 98–99% of calls answered on time (target: 97%)
  • Fewer than 1% of callers hung up
  • Calls kept to 3–5 minutes
  • Quality score of 97% (target: 90%)
Why it matters

High-quality support with almost no missed calls, despite staff changes.

How Activ8 Asia takes over a new operation

The same four steps sit behind every result on this page. They help a new team get up to speed fast, and keep quality steady as volumes grow.

  1. 01

    Learn your process and targets

    We agree on clear goals with you, such as call time, calls answered on time, quality and sales, before we start.

  2. 02

    Write clear guides and train the team

    We write step-by-step guides (SOPs) and run weekly and monthly training, so every agent works the same way.

  3. 03

    Go live with backup agents

    Trained backup agents are ready from day one, so absences, resignations and busy days don't stop your service.

  4. 04

    Review every week and improve

    Weekly quality reviews find what is holding results back. We fix it on a set timeline and share progress with you.

Jargon buster

What these numbers mean

Contact centres use a lot of short terms. Here is what each one on this page means, in plain words.

Calls answered on time (SLA)
Service level: the share of calls answered within an agreed time. A 97% target means 97 out of every 100 calls must be picked up on time.
Callers who hung up (abandon rate)
The share of callers who hang up before an agent answers. The lower, the better.
Quality score (QA)
A score from regular call reviews that checks accuracy, following the process and how agents speak to customers.
Average call time (AHT)
Average handling time: how long one call takes from start to finish, including any notes afterwards. Shorter calls, without cutting corners, mean customers get help faster.
Backup agents
Trained team members who can step in straight away when someone is absent or leaves.
FAQ

Questions about this case study

98–99% of calls answered on time against a 97% target, fewer than 1% of callers hanging up, and a 97% quality score against a 90% target.

We keep trained backup agents ready through regular guidance and cross-training, and we coach the team all the time so knowledge stays in the team.

Yes. This engagement shows our team running a demanding payments support process against strict targets for speed, hang-ups and quality.

Facing a similar challenge?

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