Case Study: Capital on Tap Achieves 95% Call Answer SLA with Assembled

Capital on Tap creates flexible, responsive support function while maintaining exceptional support quality

Capital on Tap, a provider of business credit cards, faced significant challenges in scaling its 24/7 in-house customer support. Relying on a manual spreadsheet system for scheduling led to constant emergencies and rising customer wait times, putting their goal of answering 95% of calls within 15 seconds at risk. To overcome this, they partnered with the vendor Assembled to implement a Workforce Management solution.

By implementing Assembled's software, Capital on Tap gained seamless real-time data and an intuitive interface for forecasting and scheduling. Assembled enabled the team to accurately predict customer demand and make confident adjustments. This allowed them to achieve their 95% service level target, reduce average chat response time to under 10 seconds, and efficiently maintain their round-the-clock support operation from a single contact center.

Capital on Tap

Jon Bartlett

Head of Global Operations