Customer Relationship Management Helps Chase Card Services Manage Customer Calls

Topics: Credit card, JPMorgan Chase, Bank of America Pages: 4 (1085 words) Published: August 25, 2013
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...
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