{"id":177592,"date":"2026-02-25T05:33:13","date_gmt":"2026-02-25T05:33:13","guid":{"rendered":"https:\/\/www.igtsolutions.com\/thought-leadership\/case-studies\/transforming-the-customer-service-center-into-a-profit-center-with-an-insight-led-voice-program-for-a-leading-us-retail-e-commerce-brand-2\/"},"modified":"2026-03-05T06:44:54","modified_gmt":"2026-03-05T06:44:54","slug":"driving-multi-channel-innovation-and-scaling-capabilities-for-a-large-credit-card-company","status":"publish","type":"page","link":"https:\/\/www.igtsolutions.com\/thought-leadership\/case-studies\/driving-multi-channel-innovation-and-scaling-capabilities-for-a-large-credit-card-company\/","title":{"rendered":"Driving Multi-Channel Innovation and Scaling Capabilities for a Large Credit Card Company"},"content":{"rendered":"
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Driving Multi-Channel Innovation and Scaling Capabilities for a Large Credit Card Company<\/h1><\/div><\/div><\/div>
CASE STUDIES<\/span><\/div><\/div><\/a><\/div><\/div><\/div><\/div>
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The engagement scaled from a small team to a 550-FTE, multi-line operation within 12 months through omnichannel, digital, and workforce optimization initiatives, delivering 70% workforce retention, 61% higher cardholder retention, a 92% complaint reduction, and the highest call volume share (27%), improving both performance and customer experience.<\/div>

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About the Client<\/h1>\nA leading credit card company backed by one of the world\u2019s largest public sector banks.<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

Business Challenges<\/h1>\nWith a rapidly expanding customer base and rising service volumes, the client sought a trusted delivery partner to manage the growing demand efficiently.<\/span><\/div><\/div><\/div><\/div><\/div><\/div>
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100% increase in sales conversions. Increase in conversions from 12% to 25%.<\/div><\/div><\/div><\/div>
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Business Solution<\/h1>\n

IGT Solutions rapidly scaled and transformed operations through multi-channel enablement, digital innovation, and workforce optimization.<\/p>\n\n