Case Basics
Approximately how many customer queries does the HSBCnet Helpdesk handle per month?
About 97,000 queries per month.
What does SLA stand for?
Service Level Agreement.
Name one reason the helpdesk role is stressful for employees.
Back-to-back calls
Demanding customers
Strict performance metrics
Multi-system navigation
Escalation frustrations
What type of customers primarily use HSBCnet? Bonus if you know the acronym!
Businesses, especially SMEs and corporate clients.
What is one key performance metric used by the helpdesk to measure speed?
Average Speed of Answer (ASA)
Abandonment Rate (ABN)
Turnaround Time (TAT)
What is one way HSBC is considering using AI in the helpdesk?
Automating simple tasks
AI-assisted knowledge management
Customer self-service
Generative AI support tools
What is the main dilemma facing Usha Ranganath in the case?
How to improve service quality and efficiency without increasing headcount while managing employee stress and growing demand.
Why can focusing too much on speed-based metrics hurt service quality?
Agents may rush calls, leading to incomplete resolutions and repeat customer issues.
If AI handles simple cases, what happens to the remaining human-handled work?
It becomes more complex and may require higher skills and training.