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First of all - wow what a large Fin group.
What functions do you undertake?
I work in an Inbound Financial Services area for a Major Australian Telco. Our Inbound headcount is currently 85 FTE.
We action the customer's inquiries surrounding late accounts. Making arrangements for payment etc. We do not answer billing queries.
Our outbound Fin Services area undertake all actions - running files for reminder notices. Actioning suspected fraud , running files for restrictions and suspensions etc.
They would have again a similar headcount.
We have been able to reduce our headcount recently by reducing our AHT.
Hope this information is useful.
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