Case Study: a leading global financial services company boosts contact center productivity with ActivTrak

Leading Global Financial Services Company saves $1.6M with ActivTrak

The customer, a leading global financial services company, faced challenges in ensuring productivity and compliance for its 1,200 hybrid and remote call center agents. Using an outdated Verint solution required manual data processing. They partnered with ActivTrak to replace this system and gain automated, actionable insights to improve agent efficiency and identify burnout risks.

ActivTrak was deployed to collect digital activity data, which was displayed in customizable dashboards and a custom Power BI portal. This provided a single view of agent activity and customer case resolution KPIs. As a result, ActivTrak helped the company boost agent productivity by 1,200 hours per week, improve schedule adherence by 12%, and achieve $1.6 million in savings from reduced hiring needs.