Card Briefs: MasterCard Help Desk Vies for Service Award

MasterCard International's global technology and operations center said it was among three finalists in the service industry category of the Rochester Institute of Technology/USA Today Quality Cup competition.

MasterCard was cited for improvements at its MasterCom Help Desk, which handles calls 24 hours a day from financial institutions around the world.

An internal survey in 1995 found that 39% of MasterCard members were dissatisfied with MasterCom; many calls failed to reach a service person and were routed to voice mail. Despite a 68% increase in call volume, 92% are now answered by a help desk representative, and member satisfaction is up to 70%.

"We've been able to provide measurable results and help our members improve their own customer service," said Lois McFarland, vice president of quality and process improvement at MasterCard's St. Louis center.

For reprint and licensing requests for this article, click here.
MORE FROM AMERICAN BANKER