“Chase is not satisfied with status quo or moderate improvement. We are aggressively seeking ways to satisfy our customers. Chase is known for outstanding customer service and investment in Enkata has enabled us to address a critical, yet previously challenging determiner of world-class customer service − resolving customer inquiries on the first attempt. We are delighted with the results we are seeing in reduced callbacks, customer satisfaction and employee morale.”
− Deb Walden, Executive Vice President, Customer Care, Chase Card Services.
JPMorgan Chase & Co.’s Card Services Unit receives more than 80 million customer calls a year. Reducing that number by even 1% would save millions of dollars in annual costs and improve customer service.
To reduce the millions of customer calls annually, and related costs.
To track its first−call resolution rate, the company implemented a First Contact Resolution Solution from Enkata This system analyzed factors in each call, including topic and length, which managers then used to coach employees.
A year since the launch, the first-call resolution rate has increased 3% to 91%, saving $8 million.