Case Studies - Finance

Solution: Optimally designing call centers
American Express was looking to both reduce costs and improve customer service at their 4 major operation centers. The 4 centers had 8,000 employees and handled over 100 million phone calls to and from customers annually. The savings potential was well over $1 million. The PROMODEL predictive technology was used to develop models for resource allocation and call routing that considered variations in phone agent skill level and inbound calls. The results were very positive and American Express has begun applying the PROMODEL technology in other areas.