Case Study: Major U.S. Bank achieves 12% conversion lift and 95%+ compliance with ETech Global Services

Etech Global Services Improves Credit Card Acquisition Program for Major U.S. Bank

Major U.S. Bank, a leading national bank serving millions of customers, faced a costly, highly competitive credit card acquisition environment and lacked specialized sales and acquisition-focused customer-service training. The bank needed a partner to run an inbound credit card acquisition and support program with strict regulatory compliance, complete script adherence and measurable KPIs—needs addressed by ETech Global Services.

ETech Global Services delivered a dedicated inbound acquisition program staffed with trained agents, operations sales coaches and a quality-assurance cadence to enforce compliance and script adherence. The vendor’s work raised conversion from under 52% to over 58% (about a 12% improvement), achieved average call compliance of 97% (vs. 95% goal) and script adherence of ~97.8%, was the top-performing partner 15 of 18 months, trained 173 agents and consistently exceeded the bank’s SLAs.