Case Study: TD Bank achieves 33% productivity increase with ActiveOps

How TD Bank upskilled all their staff with in 3 months, and increased productivity by 33% in 6 months

TD Bank used ActiveOps’ Operations Management Platform (OMP), including ControliQ and RTM, to help its Retail Card Services operations manage a major COVID-19 disruption. The team needed to move quickly to work-from-home, handle shifting volumes, maintain SLAs and compliance, and keep frontline managers and employees aligned during a period of uncertainty.

With ActiveOps, TD Bank introduced a disciplined planning, control, forecasting, and review cadence, plus cross-skilling and improved work visibility. The result was strong resilience and measurable performance gains: all agents were cross-skilled within 3 months, productivity rose 17% in 3 months and 33% by 6 months post-implementation, and case volumes increased 20% while moving to WFH, all while meeting SLAs and regulatory requirements.

TD Bank

Tom Frosina

Head of Retail Card Services Operations