Founded in London in 2012, Capital on Tap has been dedicated to a singular mission: to make running a small business as easy as possible. Their Capital on Tap Business Credit Card provides financial flexibility and supercharges small businesses with accessible capital, higher credit limits, and tailored rewards. In 2021, they expanded to the US, offering their innovative business credit card to American small business owners. Their customer support center is based in Cardiff, Wales and provides round-the-clock support to thousands of customers worldwide.
Jon Bartlett, Head of Global Operations, is responsible for ensuring an exceptional experience for all of Capital On Tap’s customers across all channels and business segments. His team aims to provide world-class service by connecting customers with agents who fully understand and empathize with them while achieving a service level of 95% of calls answered within 15 seconds. Maintaining this quality is challenging, and after trying various solutions, including outsourcing, Jon realized the best approach was to retain full ownership of every customer interaction through the Cardiff office.
In 2021, Capital on Tap faced a roadblock in delivering flexible, responsive service: their schedule was managed using spreadsheets. Megan Collier, who led a team of agents at the time, recalls the experience:
Our spreadsheet schedule had most agents on calls, one person on chat, and two on tickets every day. When call volumes spiked, we’d scramble to shift someone from chat or tickets to calls. It was reactive and couldn’t scale.
Megan Collier, Capacity Planning Manager
Scale was crucial as Capital on Tap’s business grew. The daily emergencies caused by unexpected spikes in customer demand were draining the team, and customer wait times were creeping up to almost a minute — far from the 15-second goal. They needed to find a solution to predict customer behavior, monitor real-time activity, and adjust confidently. They partnered with Assembled to implement a workforce management (WFM) solution that provided seamless real-time data and an intuitive interface for scheduling and forecasting.
With Assembled, Megan Collier, promoted to Capacity Planning Manager, embraced Capital on Tap’s company value “Why Not Today” and jumped on the opportunity to enhance their WFM function. The Assembled team collaborated with Megan to validate data, provide training, and gather feedback. After three meetings, including an on-site meeting in Cardiff, Capital on Tap was fully operational.
Today, Megan’s team uses Assembled to effectively predict customer behavior and create schedules that align with the business’s rhythm. “Assembled is just very easy to use, and there’s no second guessing what’s going to happen when someone on my team uses it,” she explains. Her team of three real-time analysts monitors agent activity across business lines, reducing emergencies and allowing for smooth schedule adjustments. Capital on Tap now meets their 95/15 SLA, achieves an average chat response time under 10 seconds, and operates without an interactive voice response system.
The forecasting capabilities in Assembled allow us to accurately schedule all our agents across multiple skills to serve product types in the UK and the US. It’s allowed us to enhance efficiency and scale service while allowing us to provide a world-class standard of service that very few contact centers can achieve.
Jon Bartlett, Head of Global Operations
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© 2024 New Wave Card LP dba Capital on Tap Business Credit Cards are issued by WebBank in the US.
© 2024 New Wave Capital Limited (trading as Capital on Tap) is a private limited company incorporated in England and Wales.
