Case Study: an online financial technology company improves anti-fraud service quality with TaskUs

a FinTech company improves anti-fraud quality to 94.3% with TaskUs

The customer, a fintech company, faced significant challenges with negative customer feedback and high attrition rates due to poor talent management within their fraud operations. They partnered with TaskUs to improve their anti-fraud services and reverse these detrimental trends.

TaskUs deployed a high-performance dispute intake team in under five weeks and implemented an aggressive ramp plan. Their solution included upskilling team members, conducting a comprehensive analysis of existing weaknesses, and overhauling the knowledge base. As a result, TaskUs helped the client achieve a 94.3% quality score, a 7% monthly increase in customer Net Promoter Score, and a two-minute decrease in average handling time.

FinTech company