Case Study: National Bank scales call center and handles 150,000+ calls with TCN

National Bank - Customer Case Study

A national bank faced a major challenge when a new mobile app outage flooded its call centers with customer inquiries, overwhelming its existing 25 agents. To manage this crisis, the bank turned to vendor TCN and its true cloud-based call center technology to handle the massive surge in communication.

TCN rapidly scaled the bank's operations to over 200 full-time and temporary agents, effectively managing both inbound and outbound calls. The solution processed over 150,000 inbound calls and provided critical real-time analytics, offering insights into IVR performance and hold times to help navigate the week-long incident.