Case Study
Case Study
Helpline is part of the Istituto Centrale Delle Banche Popolari Italiane (ICBPI) group, which provides business process outsourcing services for financial institutions throughout Italy. Among other services, the ICBPI group handles services related to credit and debit cards for all the banks in the group. This currently requires 450 agents in three contact center locations, the largest of which, with 270 agents, is in Milan.