Stay ahead with optimised operation planning: Firstsource delivers 93% accuracy in customer call forecasts for leading bank Case study Background The client is a leading Indian bank that caters to 78 million customers across 23 countries. Established over 100 years ago, the bank today has more than 5000 branches, of which 104 are located outside India. The client was looking to optimize operation-planning across processes, particularly for customer service support calls. The primary objective was to maintain fewer employees on bench without comprising on process quality or output. 1Business challenge The client deployed a very rudimentary method called ‘moving average’ that involved manual excel entries for identifying the required headcount for a particular process. ? The method on accoun

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