Customer Relationship Management Helps Chase Card Services Manage Customer Calls
INTERACTIVE SESSION: ORGANIZATIONS
CUSTOMER RELATIONSHIP MANAGEMENT HELPS CHASE CARD SERVICES MANAGE CUSTOMER CALLS
If you have a credit card, there's a good chance that it is from Chase. Chase Card Services is the division of
JP Morgan Chase which specializes in credit cards, offering a vast array of credit card products such as the Chase Rewards Platinum Visa card. As one of the
[argest credit card issuers in the United States, the company fields a correspondingly large amount of calls from people seeking customer service for their credit card accounts. Each of Chase's 6,000 call center agents worldwide at the company's 11 call centers fields field up to 120 calls per day. The company handles slightly less than 200 million calls each year from a customer base of 100 million. Even a small reduction of 1% to the amount of calls received results in savings of millions of dollars and improved customer service for Chase. Achieving such a reduction is easier said than done, however.
Li.' 2006, Chase Card Services attempted to accom- plish this by improving first-call resolution. First-call resolution is when a call center agent is able to resolve a customer's issues during the initial call to customer service without requiring additional calls. The problem was that the company's record keeping did not give an accurate account of current rates of first-call resolution. Chase had previously tried tracking first-call resolution rates oy having agents log the content and results of each call they received. But this task was time- consuming and was not standardized, since agents
:ended to record results subjectively and not in a iniform way. Company policies for some customer requests were also far from ideal for increasing
First-call resolution. For example, agents were only able to process balance transfers for customers calling from their homes, and the fee structure inderwent multiple changes over a short span, prompting repeat
CUSTOMER RELATIONSHIP MANAGEMENT HELPS CHASE CARD SERVICES MANAGE CUSTOMER CALLS
If you have a credit card, there's a good chance that it is from Chase. Chase Card Services is the division of
JP Morgan Chase which specializes in credit cards, offering a vast array of credit card products such as the Chase Rewards Platinum Visa card. As one of the
[argest credit card issuers in the United States, the company fields a correspondingly large amount of calls from people seeking customer service for their credit card accounts. Each of Chase's 6,000 call center agents worldwide at the company's 11 call centers fields field up to 120 calls per day. The company handles slightly less than 200 million calls each year from a customer base of 100 million. Even a small reduction of 1% to the amount of calls received results in savings of millions of dollars and improved customer service for Chase. Achieving such a reduction is easier said than done, however.
Li.' 2006, Chase Card Services attempted to accom- plish this by improving first-call resolution. First-call resolution is when a call center agent is able to resolve a customer's issues during the initial call to customer service without requiring additional calls. The problem was that the company's record keeping did not give an accurate account of current rates of first-call resolution. Chase had previously tried tracking first-call resolution rates oy having agents log the content and results of each call they received. But this task was time- consuming and was not standardized, since agents
:ended to record results subjectively and not in a iniform way. Company policies for some customer requests were also far from ideal for increasing
First-call resolution. For example, agents were only able to process balance transfers for customers calling from their homes, and the fee structure inderwent multiple changes over a short span, prompting repeat