Insights / Case Study
An international bank in Vietnam, following the acquisition of a credit portfolio from another financial institution, the bank faced a sharp increase in operational workload. The transition required rapid integration of processes while ensuring service continuity, compliance, and customer experience across both voice and non-voice channels. Speed, scale, and quality needed to be delivered simultaneously under tight timelines.
Concentrix supported the bank through a fast, controlled transition by rapidly mobilising talent and operational capabilities to stabilise credit operations during the post-merger phase.
98% SLA compliance, ensuring service stability throughout the transition period
Enabled rapid scale-up of credit operations, allowing the bank to focus on business continuity and post-merger integration priorities
