April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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174 5.3 Financial services
5.3 Financial services
Company: The Depository Trust Company (DTC)
Profile
DTC, headquartered in New York, is the world’s largest securities deposi-
tory, holding nearly $20 trillion in assets for its members and their custom-
ers. DTC is a national clearinghouse for the settlement of trades in
corporate, municipal, and mortgage-backed securities and performs asset
services for its participating banks and broker/dealers.
Challenge
With only 30 CSRs supporting over 3,500 internal and 30,000 external
customers at its help desk, DTC was challenged with providing the support
necessary to efficiently manage the large volume of calls ...
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